Refund & Return Policy

At Raíz De La Montaña Coffee, we want you to enjoy every cup. If something isn't right with your order, we're here to help.

Returns

Because our coffee is made to order and is a food product, we do not accept returns of coffee once it has been shipped.

We cannot accept returns for:

• Opened coffee bags
• Used products
• Orders made by mistake
• Flavor or roast preferences

Damaged or Incorrect Orders

If your order arrives:

• Damaged
• Defective
• Incorrect
• Missing an item

Please contact us within 7 days of delivery.

Email us at:
customersupport@raizroast.com

Please include:

• Your order number
• A brief description of the issue
• Photos of the damaged or incorrect product (if applicable)

We'll review your request and, if approved, send a replacement or issue a refund.

Refunds

Once your request is reviewed, we'll notify you of the outcome.

If approved, your refund will be issued to your original payment method within 5–10 business days, depending on your bank or payment provider.

Order Changes or Cancellations

Because our coffee is roasted and prepared shortly after an order is placed, changes or cancellations are only possible within 12 hours of placing your order.

After production begins, orders cannot be canceled.

Shipping Issues

We are not responsible for delays caused by:

• Shipping carriers
• Weather
• Holidays
• Incorrect shipping addresses provided by the customer

Please double-check your shipping information before placing your order.

Lost Packages

If your package is marked as delivered but you did not receive it, please contact the shipping carrier first.

If you still need assistance, email us and we'll do our best to help.

Contact Us

If you have any questions about your order, we're happy to help.

Email: customersupport@raizroast.com

Response Time: Within 1–2 business days.