While we prepare and ship coffee five days a week, sometimes your order doesn’t arrive as quickly as you expect.
If you’ve been ordering with us for many years, this may be especially true, as UPS and the Postal Service have slowed down their delivery times in recent years.
If your coffee is taking longer to arrive than you expect, use the tracking link we send you over email and keep the following in mind.
No matter what, it is our top priority that you get the coffee you paid for.
Weekends/ Holidays
If you place your Carrabassett Coffee order after 11:00(ish) on Friday, it won’t ship until the following Monday at the earliest.
Mondays are typically the busiest day of our week, since we have three days of online orders to handle. Sometimes this means orders placed over the weekend are not ready to send out until Tuesday.
Holidays can also cause a delay in our order processing time. Keep an eye on our social media channels (Facebook and Instagram) for announcements about holiday closures, so that you can plan appropriately.
Other Factors
If you’ve seen an email newsletter from us in the past 2 days, we’re likely processing a higher volume of orders than usual. Just like on Mondays, it takes us a little bit longer to process this quantity of orders and get them out the door.
UPS picks up from us between 3:30 and 4:30 pm Monday through Friday.
We process your coffee order to get it out the door as quickly as we can. We always strive to get orders packaged for shipment in 1-2 business days. After that, it’s in the hands of the shipping carriers.
Carrier Delays
USPS: “Shipment Received, Package Acceptance Pending”
…is a message you might see on your tracking information for a few days at a time, if your coffee has been shipped with the Postal Service.
This means that the group of packages that includes your order was scanned at our building when the postal worker picked up our orders for that day, but your individual package was not scanned.
Sometimes, the postal service continues not to scan that individual package, but does move it along the line toward its final destination.
Don’t panic- we did send your coffee out, and it is on its way.
Delayed In Transit
Our policy for orders that have been mis-routed, are delayed in transit, or are just taking longer than expected to arrive, is to wait at least ten business days, even with no tracking updates.
For USPS, we typically wait 10-14 days.
If, after that time, your coffee has still not been delivered, we can do further research into the delay with the carrier, and, if appropriate, file a claim. At this point, we would recreate your order and reship your coffee to you at no extra charge to you.
Why 10-14 days?
Past experience has showed us that delays up to this length have become more typical with the shipping carriers.
If we reship your coffee to you prematurely, it often happens that both packages arrive at your address close together (sometimes even on the same day). If this occurs, you would either need to pay to return one of the packages, or you could pay for the second order. To save our customers this added expense and inconvenience, we have instituted a policy of waiting to reship delayed packages.
Marked ‘Delivered’ but No Package at Your Door
If your tracking information says your coffee order has been delivered, but you don’t have it in your possession, we look into this immediately.
We will ask you to check with your neighbors, and at other points of entry. UPS has a great new feature where they take a photo of your delivered package. This tool is very useful, as it can give you some insight as to whether your package was actually delivered to YOUR door. If the photo is not your house, (or UPS doesn’t include a photo/ it’s been shipped with USPS), we will contact the carrier right away to try and have your package redirected to you, or we will reship your coffee to you.
Typically, we wait one business day from the time you first reach out about the missing package before reshipping (a surprising number of missing packages end up appearing that first day!)
No matter what, we want you to get your coffee so that you can start drinking your coffee! To learn more about our shipping policies, check out our shipping guide.