Shipping & Return Policy
At Oso Negro Coffee, we want to ensure you have the best possible experience with our coffee and products. Please read our shipping and return policies below.
Shipping Policy
Order Processing Time
All orders are processed within [1 to 2] business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped.
Please note that during high volume periods (such as holidays or new product launches), processing times may be slightly delayed.
Shipping Rates and Estimates
Shipping charges for your order will be calculated and displayed at checkout.
Domestic Shipping (Canada)
We offer shipping across Canada via Canada Post and Purolator.
- Standard Shipping: 3-7 business days
- Express Shipping: 1-5 business days
International Shipping (United States)
We ship to the United States. Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Oso Negro Coffee is not responsible for these charges if they are applied and are your responsibility as the customer.
Pickup at Roastery
In-store pickup is available at our roastery 512 Latimer St, Nelson, BC, V1L4T9 during our business hours 730am-3pm Mon-Friday. After hours pick up box is available when requested you will be given an access code.
How do I check the status of my order?
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.
If you haven’t received your order within 10 days of receiving your shipping confirmation email, please contact us at info@osonegrocoffee.com with your name and order number, and we will look into it for you.
Return & Refund Policy
Coffee (Perishable Goods)
Due to the perishable nature of coffee, we generally do not accept returns on coffee beans. However, we want you to be happy with your coffee!
If you are unsatisfied with your coffee selection, or if there was an error with your order, please contact us at info@osonegrocoffee.com within 10 days of your purchase. We will work with you to find a solution, which may include a replacement or a refund/credit on a case-by-case basis.
Merchandise & Equipment
For non-coffee items (such as mugs, brewing equipment, or apparel), we accept returns up to 15 days after delivery, if the item is unused and in its original condition. We will refund the full order amount minus the shipping costs for the return.
To initiate a return for merchandise:
- Email us at info@osonegrocoffee.com with your order number.
- Mail your product to: Oso Negro Coffee, 512 Latimer St, Suite 8, Nelson, BC V1L4T9
Damages and Issues
Please inspect your order upon reception. If the item is defective, damaged, or if you receive the wrong item, please contact us immediately at info@osonegrocoffee.com with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.