Sparrow Coffee Fulfillment Policy
1. Responsibilities
All orders are subject to stock availability and coffee roast scheduling. Some of our offerings are rare and one-off seasonal products. We try to maintain accurate stock counts on our website but from time-to-time, there may be a stock discrepancy, and we will not be able to fulfill all your items at the time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the back-ordered item(s), or if you would prefer a substitution, or if you would prefer for us to process a refund.
2. Shipping Costs
Shipping costs are calculated during checkout based on the weight of the package, the destination the order is being shipped to, and the carrier service in charge of the delivery. We will at times offer cost-free shipping, or reduced shipping cost, if certain volume or dollar criteria is met. Payment for shipping, when accessed, will be collected at checkout.
Customers are responsible for import fees on international shipments with the corresponding shipping service, except in cases of wholesale accounts.
3. Refunds and Returns
A refund can be issued towards a customer’s credit card for all or part of the cost of a purchased item. In some cases, customers may be refunded for their purchase without the need for a return of the product(s). This means that the customer is not required to send the item back to the fulfillment center. Some items that are not eligible for return may be eligible for a refund.
4. Delivery Terms
Sparrow Coffee web-ordered products are shipped domestically, standard ground. Shipping time estimates are based on information provided by the respective carriers, such as UPS, FedEx, DHL, or USPS, and may vary depending on the current demand and process efficiencies of these services.
Dispatch Time - Orders are usually dispatched within 2 business days of payment for the order. Our roasting facility and fulfillment warehouse typically operate during standard business hours, Monday – Friday, although special circumstances may apply. We always take steps to ensure shipment delays will be kept to a minimum.
Change of Delivery Address - For change of delivery address requests, we can change the address at any time before the order has been dispatched.
Items Out of Stock Items - If an item is out of stock, we will wait for the item to become available before dispatching your order. Other in-stock item(s) included in the order will be reserved until the out-of-stock item(s) have been replenished unless the client requests otherwise.
Expected Delivery Time - Depending on the carrier and the shipping address, average delivery times are about 5-7 days, once the order has been processed. During holiday seasons, delivery times can vary. Sparrow Coffee cannot be held responsible for unforeseen delays due to carrier insuficiencies.
Delivery Time Exceeded - If the delivery time has exceeded two weeks from the shipping date, please contact us so that we may investigate and provide further assistance.
5. Tracking Notifications
Upon dispatch, customers will receive a tracking link via email from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.
6. Parcels Damaged in Transit
If you find that your parcel is damaged in transit, if possible, please reject the parcel from the courier and get in touch with our customer service department to discuss a refund or replacement order. If the parcel has been delivered in your absence, please contact client services for additional assistance.
7. Duties & Taxes
Sales tax has already been applied to the price of the goods as displayed at checkout. For orders that are eligible for tax exemption, please send us a copy of the proper documentation so that we may apply the status to your account/order.
8. Cancellations
If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund and return policy.
9. Insurance
Parcels are insured for loss and damage up to the value as stated by the courier.
Process for parcel damaged in-transit - We will process a refund or replacement as soon as the courier has completed their investigation into the claim.
Process for parcel lost in transit - We will process a refund or replacement as soon as the courier has investigated and deemed the parcel lost.
10. Customer service
For all customer service inquiries, please email us at weborders@sparrowcoffee.com.