Shipping policy
Shipping Costs
Roasters and roaster combo packs ship free!
We currently offer discounted shipping (which we call "Captain's Special Shipping") for all orders depending on how much your order weighs:
- 0 - 20 pounds: $8.95
- 21 - 35 pounds: $14.95
- 36 - 50 pounds: $24.95
If you choose our discounted flat rate shipping, please be advised we have our choice of carrier (either USPS Priority Mail or UPS Ground). If we choose UPS and you leave a PO box for your shipping address, we will need to contact you for an alternate address as UPS in most cases will not deliver to PO boxes.
If you are a micro roaster who would like to order in large quantities, please reach out to us using the contact page (https://thecaptainscoffee.com/pages/contact-us) and we will work with you to get you the best pricing possible!
Local Pick Up is encouraged and available! Simply select "Pick Up" rather than "Ship" under Delivery Method during checkout. Please allow us at least 24 hours during the week (if you place your order after 11am EST on Friday, a Holiday or during the weekend, give us till 11am the next business day) to fulfill your order for pickup. We are currently available for local pick up M-F 9am to 5pm EST (except Holidays). If you are unable to Pick Up your order during these times, please use the contact page to reach out and we'll do our best to set up an appointment for you to stop by and pick up your coffee!
108 Thomas Mill Rd
Suite 102
Holly Springs, NC 27540
Additional Shipping Options
In addition to our Captain's Special Flat Rate Shipping, you are welcome to select UPS Ground, UPS 2 day, UPS next day air and USPS Priority Mail. These rates will be current market rates automatically calculated by these carriers at the time of your purchase. We do add a $0.50 handling fee to UPS selections in order to help cover additional costs to us (this is automatically added to the rate you see when checking out). Please note: the arrival estimates given by these carriers are estimates and best guesses, not guarantees for arrival dates.
UPS 2 day and Next day air: If we receive your order by 11am EST on a business day, your order will go out with these services that same day. If we receive it after 11am EST on a business day, or on a Holiday or during the weekend, it will be in the carrier's hands the following business day.
When Will you Ship my Order?
If there are no issues (see below) with your order and we receive your order by 11am EST, we do our absolute best to ship your order within 24 hours and most of the time, it ships the same day. If it is a Holiday or a weekend, it will ship within 24 hours of the following business day.
Possible Issues or Reasons why your order might be delayed:
- You selected UPS or Captain's Special Shipping (and we determined UPS was the best carrier for your order) and only left a PO box for shipping address. Please contact us immediately with an alternate address or to arrange for Priority Mail shipping instead.
- Your ordered triggered our Fraud Detection System. Our eCommerce platform, Shopify, has a built in Fraud Detection System that has a number of metrics that may set off a "Caution" or "Warning" to us if it sees potential fraudulent behavior with your order. Usually this is something as simple as you put a different billing and shipping address. 95% of the time it's nothing! But we will contact you by phone, email or both in order to confirm your identity prior to shipping your order.
- Paypal chooses your payment for random review. If you checkout with Paypal, occasionally Paypal will withhold releaseing your payment until it ensures everything with your account is on the up and up. This is a random selection, you did nothing wrong. According to Paypal: "As part of our security measures, we review certain payments more closely to ensure our platform is being used properly and to minimize the potential risk for us and our customers. This payment is currently being reviewed. We are working to resolve this matter as quickly as possible. We apologize for the inconvenience." This usually resolves within 24 hours.
- We are humans and occasionally have human problems. We are a tiny family business, which offers many benefits and a handful of downsides. On the benefit side, we are easy to get in touch with, work with and we are well acquainted with all aspects of our business and customers needs! On the downside, if there is a family emergency or we take the rare, much needed vacation, our operations are shut down for the duration. When this happens, we will put an announcement on the website and send out a newsletter stating the duration (or in the case of emergency, estimated duration). If this happens suddenly due to emergency, we will contact any customers waiting on order fulfillment immediately to make alternate arrangements.
- Other: If you place an order and haven't received a confirmation or tracking number within 48 hours during business days, please reach out to us through our contact page (https://thecaptainscoffee.com/pages/contact-us) so we can make sure everything is going smoothly with your order!
