Refund policy

Freshness Guarantee & Returns Policy

Coffee is an artisan, fresh-roasted product made to order. We stand behind our roast quality. If there is an issue with your order, here is how we handle it:

3-Day Issue Notification Window If your package arrives damaged, incomplete, or with an incorrect roast/grind selection, you must notify us within 3 calendar days of confirmed delivery.

Qualifying Issues

  • Damaged packaging or broken seals upon arrival

  • Incorrect item, grind, or bag size received

  • Defective or spoiled product upon opening

How to Request a Resolution

  1. Email info@CrossTimbersRoastery.com within 3 days of delivery with your order number.

  2. Include a photo of the issue and the package label.

  3. Once verified, we will send a fresh replacement bag at no extra cost or issue roastery store credit.

Non-Returnable Items & Exclusions

  • Coffee ordered with the wrong grind size or roast level due to customer error

  • Flavor preferences (taste is subjective, but we are happy to help you find a roast you love on your next order)

  • Issues reported after the 3-day post-delivery window

  • Shipping delays caused by the carrier

For equipment, merchandise, or wholesale contract support, please reach out to us directly through your account representative.

For further reading on industry standard coffee handling and perishable product compliance, check out the Specialty Coffee Association (SCA) Resources and FDA Food Safety Guidelines.