FAQ

How do I place an online order?
Add the coffee you would like to purchase to your cart by selecting the item, choosing the options (size, grind, quantity), and select “add to cart”.  You can click on “My Cart” in the upper-right hand corner of the screen to see the items you have selected.  From there, click “Proceed to Checkout” and follow the on-screen instructions to complete your order (you will need to enter your shipping and billing address, an email address, and a valid credit card).

How do I know if my online order was submitted?
After you place your order on the site, you will see a “Thank You” page with an order confirmation number.  This is confirmation that your order has been successfully submitted. You will also receive an email confirmation once your order has been received.

What if I do not receive an e-mail confirmation of my order?
If you do not receive an order confirmation via e-mail within four hours of placing your order, please feel free to contact us at info@eKoffee.com to ensure that your order is being processed.

Is my credit card secure?

You can shop at www.eKoffee.com with confidence. We have partnered with Authorize.Net, a leading payment gateway since 1996, to accept credit cards and electronic check payments safely and securely for our customers.

The Authorize.Net Payment Gateway manages the complex routing of sensitive customer information through the electronic check and credit card processing networks. See an online payments diagram to see how it works.

The company adheres to strict industry standards for payment processing, including:

128-bit Secure Sockets Layer (SSL) technology for secure Internet Protocol (IP) transactions.

Industry leading encryption hardware and software methods and security protocols to protect customer information.

Compliance with the Payment Card Industry Data Security Standard (PCI DSS).

For additional information regarding the privacy of your sensitive cardholder data, please read the Authorize.Net Privacy Policy.

www.eKoffee.com  is registered with the Authorize.Net Verified Merchant Seal program.
For your protection, your credit card information is not stored on our servers.

What methods of payment are accepted?
We accept a variety of credit cards including: Visa, Mastercard, American Express, and Discover.  We also accept PayPal.

When will my credit card be charged?
We will attempt to secure authorization on your credit card at the point of purchase online. If there is a problem securing this authorization you will be notified on the spot and prompted to use another card. Your account will be charged within 24 to 48 hours.

Can I cancel an order?
Orders can be cancelled for any reason within one hour of placing the order.  To do so, please contact our customer service department by emailing: info@eKoffee.com.  If your order has already in process or has been sent out for delivery, we are unable to cancel it.

When will my order arrive?
The coffee will be shipped directly to the customer specified in the notification (shipment name and address) by the roaster within 1-2 business days of the order.  Orders will be sent via USPS Priority Mail service (allow an additional 2 to 3 business days for delivery).

Do you ship outside the United States?
No, we currently do not ship outside the United States.

How fresh is the coffee?
The eKoffee brand is built on the tenets of product freshness.  Our roaster partners guarantee that all customer shipments will include coffee products roasted within a 48 hour period prior to order shipment.

How are the products packaged & shipped?
eKoffee’s roaster partners ship products directly from their location to maintain the highest level of freshness when the products reach their destination.  Each roaster uses their own packaging.  If you place an order from multiple roasters, you will receive a separate package from each roaster and they may arrive at different times.

How much will shipping cost?
eKoffee’s USPS Priority Mail shipping method is set as a Flat Rate for our customer’s convenience at $4.99.  An additional shipping charge will apply for each Roaster that you order from.  For example, if you order four bags of coffee from two separate Roasters, your shipping charge will be $4.99 x 2.   During the checkout process, you will be able to view the shipping costs prior to submitting your order.

Do you ship to a P.O. Box?
Sure!

What if my order did not arrive or if items are missing?
Please check your tracking information to ensure that all items have been marked as delivered.  Keep in mind that orders with multiple items may arrive at different times if you ordered products from multiple roasters.  If you still have issues, please contact our customer support team for further assistance.

What is your return policy?
Due to safety and health concerns, we cannot accept returns of coffee products.  However, feel free to contact us at info@eKoffee.com within 14 days of your order and our customer support team will work with you to ensure your satisfaction.

What are the advantages of registering?
Registering with eKoffee offers you a growing number of benefits to make shopping with us faster, easier, and more intuitive. Registering is free and includes the following benefits:

Bulk / Office Orders
eKoffee offers discounts on Bulk and Office Orders.  Please contact us at info@eKoffee.com for more information.

What if I forgot my password?
If you have already registered and do not remember your password, simply click the “forgot password” link under the “My Account” section