Refund policy
Refund & Return Policy
At Moose & Mug Coffee Co., we want every order to arrive in good condition and match what you purchased.
Because coffee is a food product, we do not accept returns or exchanges for buyer’s remorse, taste preference, or change of mind, whether the package is opened or unopened.
Damaged, Defective, or Incorrect Orders
If your order arrives damaged, defective, misprinted, or incorrect, please contact us within 30 days of delivery.
To help us review your claim, please include:
- Your order number
- A description of the issue
- Clear photos of the product and packaging, when applicable
Approved claims may be resolved with a replacement, store credit, or refund, depending on the circumstances.
Lost in Transit
If your order appears to be lost in transit, please contact us within 30 days after the estimated delivery date.
We will review the shipment and, where applicable, work with the fulfillment provider or shipping carrier to determine the appropriate resolution.
Packages Marked Delivered
If tracking shows that your package was delivered but you cannot locate it, please first check:
- Around the delivery location
- With household members
- With neighbors
- With the shipping carrier
Orders marked as delivered are reviewed on a case-by-case basis and do not automatically qualify for a refund or replacement.
Incorrect or Incomplete Shipping Addresses
Customers are responsible for providing a complete and accurate shipping address at checkout.
If an order is returned because of an incorrect, incomplete, or undeliverable address, additional shipping charges may apply before the order can be resent.
Order Cancellations
We will make reasonable efforts to cancel an order if you contact us shortly after it is placed.
However, because orders may enter roasting, packaging, and fulfillment processing quickly, cancellations are not guaranteed once processing has begun.
Refunds
If a refund is approved, it will be issued to the original payment method.
Original shipping charges are generally non-refundable unless the issue was caused by an error in fulfillment.
Please allow your bank or card provider additional time to process and post the refund after it has been issued.
Contact Us
For questions about a return, refund, replacement, or order issue, please contact Moose & Mug Coffee Co. through the contact information provided on our website.
When contacting us, please include your order number and any relevant photos or details so we can assist you as quickly as possible.
Moose & Mug Coffee Co.
mooseandmugcoffee.com
Returns Address
Approved returns should be sent only to:
Moose & Mug Coffee Co. 2160 Barranca Parkway #1060 Irvine, CA 92606
Please contact Moose & Mug Coffee Co. before sending a return to confirm eligibility and receive instructions.