Shipping Policy

At Moerah, our coffee is batched and roasted to order. Every bag of coffee is created specifically for the customer ordering it. To ensure maximum freshness, our coffee is roasted upon order. This means that our coffee is batched, roasted, prepared as per the grind of your choosing and packed after the order is received and is not immediately ready to ship. We strive to provide our customers with the freshest and highest quality coffee, customized to their preferences. Here's what you need to know about our shipping process:

Order Processing:

- Each order is a 100% custom product, created after the order is received.
- Labels are printed on demand, and coffee is batched and roasted to order every day.
- Orders are immediately recognized by our system upon receipt and are queued for processing.

Modifying Orders:

If you need to change an order, please contact us immediately at brewd@moerahcoffee.com with the payment receipt, the coffee details you need to change, along with the coffee that you would like to ship. Please note that modifying orders can only happen if the order has not been shipped or left from the warehouse; otherwise, the order remains the same. Orders that have been fulfilled cannot be modified.

Processing and Shipping:

- Orders in the queue are processed every business day for the following day.
- We process the number of orders we expect to roast and ship each day.
- Shipping labels are printed the evening before roasting begins, and packages are filled the following morning.
- Carriers used include USPS, UPS, and FedEx.
- The order-to-ship time is generally 2-5 business days, with delivery taking 1-5 business days.

Expedited Shipping:

Expedited shipping is not available to avoid false expectations, as the total time to delivery is a function of both processing and shipping.

We prioritize creating a delivery expectation based on the fact that each order is custom-made for the customer, ensuring the freshest coffee possible.

International Shipping:

- International shipping is available, but please note that it is slow and expensive.
- Most international orders ship best via USPS 1st class International.
- International orders cannot be guaranteed for delivery and are not refundable.
- Customs fees and duties are not included in the amount billed by the app.

Duties, Taxes, and Other Fees:

International shipments may be subject to import taxes, duties and/or customs clearance fees, which are levied once a shipment reaches the recipient's country. These fees are the sole responsibility of the recipient. Moerah has no control over these charges, nor can Moerah predict what they may be. If a shipment is refused and returned, you will be responsible for any import taxes and return shipping costs incurred.

Customs policies vary widely by country. If you have questions we recommend that you contact your local customs office for more information. 

Bulk and Wholesale Orders:

Bulk orders and wholesale/off-app orders are sold Ex-Warehouse, with shipping arranged as a courtesy.

Customers take responsibility for the product once it leaves our facility.

Lost/Stolen/Damaged Packages:

Moerah is not responsible for lost, stolen or damaged packages. If your tracking information states that your package was delivered to your address and you have not received it, please report it and/or file a claim with your respective shipping carrier.

Note: We utilize the timestamp information from the tracking link and delivery confirmation from the carrier when reviewing damage or return requests and we may not be able to honor your claim if it is not reported.

Wrong Address Disclaimer:

It is the responsibility of the buyer to make sure that the shipping address entered is correct before submitting an order. We start working on your order immediately, so we are unable to make any changes to an order after it has been placed. If the order has already been processed through our shipping department, we cannot retrieve it for an address change. 

Feedback:

We aim to provide transparency and exceptional service throughout the shipping process. If you have any questions or concerns, please don't hesitate to contact us at brewd@moerahcoffee.com. Your satisfaction is our top priority.