Frequently Asked Questions
My Order & Shipping
What’s the return policy?
At Alchemist Coffee Lab, we strive to provide products that you fall in love with every time you brew. But we know that sometimes things just don’t work out.
If you would like to return all or part of your order, please reach out to our team within 7 days of purchase with your order number and the item(s) you want to return as there will be no refunds after 7 days.
Once the order is received and processed at our warehouse, we will process a refund minus a $10 flat fee for the cost of the shipping label. Items purchased online or in cafes can only be returned through the mail.
What do I do if my items arrive damaged or defective?
Please email our team with your order number (or shipping address) and a photo of the damaged item (along with a photo of the shipping box) so we can assist you and report this to our warehouse and product team. We'll get you sorted right away!
When will my order ship?
For all orders: We process all orders Monday through Wednesday. Our goal is to have your order passed to the shipper within 48 hours of when it is processed.
Where is my order?
You can track your order once it has shipped with the tracking number provided in the shipping notification email that is sent to the email address you provided at checkout.
My order has no tracking updates, is it lost?
It’s likely still on its way.Often times, when there are no tracking updates, it means the shipper has yet to scan your package but it's still on its way. We've even seen orders show no tracking updates right up until the date of delivery, so don't worry if you still don't see one a few days after ordering. Our standard shipping estimate is approximately 1-6 business days for U.S. addresses, so if you haven't seen any tracking movement within 5 business days after your order has shipped, please let us know so we can help.
My order was marked as delivered, but it hasn’t arrived. Why?
Sometimes there are mix-ups with USPS and FedEx and packages arrive shortly after it is indicated they were delivered. If you don't see your order 24 hours after it was marked as delivered, please reach out to us so we can assist.
How do I cancel my order?
Because our coffees are roasted to order, once your order is processed, we unfortunately cannot make any changes. We will try to accommodate you as best we can, such as with address changes or cancelations, if notified within 24 hours of placing your order.
What roasts do you offer? Light, medium, dark?
Our focus is on the coffee bean itself and what would highlight its specific notes best. This allows the coffee’s best intrinsic qualities to shine through. This is done by roasting each coffee to the perfect degree of development for that bean. That said, the bulk of our coffees are roasted to what could be considered alight to medium place on the spectrum, with our espressos being on the darker end, single origin coffees on the lighter end, and our blends being more in the middle.
How long should I store my coffee & how long does it stay fresh?
The bags that we ship our coffee in are excellent at keeping the coffee fresh by keeping out the four major factors of coffee aging which are light, moisture, humidity, and air. So as long as they remain unopened, your coffee will remain delicious for 60 days after being roasted. Once opened, we recommend using the coffee within 20 days. After 20 days in our experience, the intricate flavors of the coffee will begin to fade. Store your coffee in a cool, dry place, away from heat and light, and either in its original packaging, or in an airtight container. We don't recommend storing beans in the refrigerator and can only recommend storage in the freezer under specific circumstances (namely long term, uninterrupted periods). The levels of moisture present in the refrigerator and freezer can greatly accelerate flavor loss.
Are your coffees direct trade, fair trade certified and certified organic?
In our online shop, certifications are listed in the details for each coffee. Our coffee buyers proudly place a great amount of emphasis on quality and sustainability, both from an environmental and economic standpoint. We purchase a number of coffees from Direct Trade and Fair Trade certified cooperatives; however, many producers decide it’s in their best financial interest to channel their resources toward continued advances in quality and sustainability instead of the expensive process of certification. We like to factor a producer’s efforts toward greater quality as well as environmental and economic responsibility into our purchasing decisions, regardless of their certification status. Moving forward, it is our intention not only to maintain but to expand our efforts to search for the best sustainable coffees the world has to offer.
What brew methods do you recommend?
It all comes down to personal preference! We source and roast beans that have great versatility across many devices so it’s all up to you. Check out our brew guide to learn and touch up on your technique on different methods of brewing. There are many different methods, each with their own positives to how the coffee is brewed.