FAQs

SHIPPING

It can take up to 48 hours to process and ship your fresh roasted coffee order. We know how important fresh roasted coffee is. We also know that coffee orders can often be rather urgent. We have set up a system to get the freshest coffee shipped to our customers as soon as possible. Usually our processing time is 24 hours or less, but this may vary based on shipping schedules and roasting schedules. We ship via USPS Monday – Friday. This carrier observes most national holidays, so that may affect shipping times. Your order will be insured for $50 free, any additional insurance you need will be calculated and quoted to you prior to shipping your order.
If you need your order more urgently, we can offer FedEx 2 day shipping from Hawaii, we will provide you with a shipping quote once we receive your order and request for expedited shipping.  This cost varies depending on the size and weight of your order.
If you order online, we’ll send you a notification when your order has shipped. If it’s been 48 hours and you still haven’t heard from us, please let us know.

Yes! We are able to ship coffee Internationally. However, we are not yet set up to ship international orders via our website. We are happy to process your order over the phone and ship via USPS International or FedEx International.
Feel free to email sales@kaucoffeemill.com with your billing and shipping addresses and your phone number, and which products you would like. We can work up a shipping quote once we have your address and an approximate idea of what you’d like to order. Then we can take your credit card information over the phone. We can be reached at (808) 928-0550, Monday-Friday, 9am to 4:30pm Hawaii Standard Time.

Yes! We ship to APO addresses. We have a number of customers scattered around the world with APO/FPO/DPO addresses. You can order online and we’ll ship the coffee directly to you. When in doubt, contact us through Email or call us at (808) 928-0550, Monday-Friday, 9am to 4:30pm Hawaii Standard Time.

RETURNS

We can’t accept returns on coffee due to its perishable nature.  However, we want to make sure you are completely satisfied. If you have any issues with your coffee or coffee treats, or if there are errors in your order, please contact us at (808) 928-0550 or Email: sales@kaucoffeemill.com within one week of receiving your order. We would be happy to discuss a replacement for you. 

We will gladly accept returns or exchanges on defective or unused souvenir or apparel items. If your souvenir or apparel is faulty, we certainly want to make it right. On the other side of the coin, we can’t accept returns on used items that are in working order. Please be sure all items (non-coffee) items are returned or exchanged within 30 days of the purchase date. Items purchased online can be returned or exchanged through the mail or in store. Refunds are determined on a case by case basis.

Email your order number, name, reason for return, and the item and quantity you wish to return to sales@kaucoffeemill.com, or give us a call us at (808) 928-0550 . We will contact you with information on how your return will be processed. Unfortunately, we cannot refund the price of shipping.

We are happy to replace any items damaged in transit. We typically ask for a photo of the damage to pass along to our shipping department in case there is a trend in breakage. Additionally, if the box was also damaged, a photo of that can help us get information to our shipping partners. Please let us know the original order number and the best address for the return shipment.

CAN I DELAY MY ORDER?

Absolutely! Out of town and won’t be home to accept your order? Just let us know the specifics during the checkout process in comments, or call us (808) 928-0550 or Email: sales@kaucoffeemill.com. Be sure to have your order number ready.

WHERE IS MY ORDER?

If the order in question is a purchase made while signed in to your Ka‘u Coffee Mill account, you may check on the status of any of your orders after logging in by going to the ‘Order History’ section of your account dashboard.
If your purchase was made as a guest user, you can track your order once it has shipped with the tracking number provided in the shipping notification email that is sent to the email address you provided at checkout.

COFFEE

Our single origin Ka’u coffees are offered in a wide range of roasts from Medium, Medium Dark to Extra Dark (Italiano).
We use tasting notes on our our website as a way for us to describe nuances in each coffee, noticing things like brightness, sweetness and body. Do not be alarmed if you can’t taste cinnamon or citrus in your cup. Flavor only matters in the context of you.

We ship whole bean or ground coffee. However, we highly recommend ordering in whole bean, as one of the most important variables in producing the perfect cup of coffee is getting the grind right, which is best to do right before brewing.  The minute you grind your coffee, it starts to oxidize which accelerates the aging process. Whole bean coffee has twice the shelf life of pre-ground if stored correctly.

Store your coffee in a cool, dark place in a vacuum sealed container. We recommend THESE popular containers for optimal coffee storage. The best way to store coffee is to store it whole bean (not ground) in an airtight container in a cool, dark place. We suggest that you avoid storing coffee in a fridge or freezer. Moving beans in and out of the freezer every time you make coffee can introduce moisture to the beans, resulting in potential mold growth and degradation of the coffee and its flavor.
Similarly, coffee easily absorbs the flavor of things around it. Take care in choosing a container to store it in, and be mindful that storing near odorous foods, spices etc, may change the flavor of the coffee.

Freshly Sealed with Roast Date.  With our heat sealed one way valve bags, we keep beans on shelves 90 days from the roast date which you will find on the top sealed portion of the coffee bag. We recommend that once this seal is broken, the coffee is consumed in 3 to 4 weeks.

Our coffees are Kosher certified. Our facility is inspected and certified by the Rabbi from Orthodox Union twice yearly.  You will find the OU symbol on all of our packaging and labels.  Our beans are processed and roasted in a facility that handles only coffee beans which do not come into contact with other food products. Additionally, we do not add additional ingredients to any of our coffees except for our Hand Crafted roasts.

Our coffee is not genetically modified. Our coffees are single origin varietals that have been cultivated by a family or community for generations.

Coffee is gluten-free, mostly. While our facility is gluten-free and there is no gluten involved during the roasting or cold brew process, we can’t guarantee that at some point during the life of the coffee bean it wasn’t exposed to gluten.
We’ve talked with our in-house Cold Brew and coffee experts, and we think you will be safe. However, Ka‘u Coffee Mill is not “Certified gluten-free.”

Do we have Decaf? We have offered decaf roasts in the past, however with the small customer demand for decaf and the large expense involved in producing decaf roasts, we have decided to not pursue decaf at this time.  Should that change in the future, we would be happy to let you know!

 

PARTNERSHIPS

We don’t franchise, but we do have a wholesale program. Looking to serve our coffee in your cafe, restaurant or store? Our wholesale program is geared towards independent cafes, grocery stores and restaurants. Find out more by calling us (808) 928-0550 or Email: sales@kaucoffeemill.com.

SPECIAL ORDERS

Want your coffee roasted in a special roast just for you? We can do that for you!  If you would prefer a lighter or darker roast than what is currently offered in our SHOP, drop us a note and let us know Email: sales@kaucoffeemill.com or call us at (808) 928-0550.
Special orders require a 5 Lb minimum purchase and will be roasted to your specifications within a week of placing your order or less.

 

FEEDBACK

We always appreciate customer feedback. Quality is enormously important for us, so we definitely encourage you to let us know when you’ve just have had the best cup of coffee of your life or a less than stellar experience. You can contact our Customer Service Team by emailing sales@kaucoffeemill.com or calling (808) 928-0550.  We also encourage you to share on our social media channels: Facebook, Instagram and Twitter.  Your post is always greatly appreciated!

We take a lot of pride in our customer service team. When you email us at sales@kaucoffeemill.com or call us at (808) 928-0550, you’ll reach a small team of friendly, coffee-loving Ohana (family) that are more than happy to help you. Anyone on the team can help answer your coffee questions. Not sure which coffee to buy? Our team can give you some well-educated advice. We always do our very best to make sure our customers are taken care of.

 

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