Frequently Asked Questions - Philz Coffee
FAQ
How do I check my gift card balance?
Click here to check your gift card balance.
Do you have a Reusable Mug Program?
We are so excited to reintroduce our Reusable Mug Policy in store! This program supports our sustainability initiatives by reducing waste and rewarding customers with a 10 cent discount, all while protecting our drink quality and maintaining a clean space. This program cannot be applied to our mobile app.
Do you offer gift messaging?
Yes! Just add the recipient's name, email address, and optional gift message in the "Make It a Gift" step at checkout. Once you've provided this information, they will receive an email notification letting them know a special order is on the way. (Don't worry, we'll keep the items and prices a secret, so your gift remains a delightful surprise!)
As part of an ongoing effort to reduce waste, we have eliminated printed material from our shipments. Please note that the recipient will receive the gift message via email notification.
Can you grind my beans for me?
Yes! We offer different grind types for all of our blends. Please use the suggested grind guide below to make the perfect cup.
| Which grind option should I choose? | Recommended Grind |
| Cone shaped filers (most pour-overs, flat bottom filter (auto-drip machines), Chemex, metal filters | Medium |
| GRINDS AVAILABLE IN-STORE ONLY* | |
| Turkish coffee, Espresso, Mokapot | Espresso* |
| Aeropress, K-Cup | Fine* |
| French press, cold brew | Coarse* |
How do I cancel an order or make changes?
You can cancel an order as long as it has not been fulfilled. If you want to make a change, please cancel the order and place a new order as desired.
Here are the steps to cancel an order:
- Log into your account at philzcoffee.com
- On mobile devices: Select the 3 bars on the top left corner and then select “My Account”
- On desktop devices: In the top right corner select "Hi Dave!" and then select "My Account"
- Select “Order History”
- Locate the order and select "Want to Cancel" and "Cancel Order".
Email [email protected] if you need assistance.
Where can I find my tracking number for my order?
You will receive an item fulfillment email once your order is packed and ready to ship. The email will provide your tracking number as well as your invoice. You can also find your tracking information in the Order History tab of your Philz Coffee account. For additional tracking information or questions, please contact [email protected].
What is your return policy?
Beans:
We do not accept returns of coffee to our roasting plant, as we cannot determine whether or not our quality standards have been compromised after the product leaves our facility. Since our coffee is vacuum sealed, all of our bags stay fresh for up to 120 days. We recommend donating or gifting any unwanted pounds!
Merchandise:
For merchandise purchased in-store or online, a return or exchange can be processed if the following qualifications are met:
- Must be within 30 days of purchase, with proof of purchase (receipt or order number).
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Final Sale Items: Seasonal items or other items specifically designated as final sale cannot be returned or exchanged.
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Apparel Return Requirements: Apparel must be in its original condition, including being unworn, unwashed, undamaged, and unused, with all original packaging intact.
For online orders, we offer the option to exchange items in-store. However, if you prefer a refund, please note that the refund process must be initiated through our customer service team.
- Online Return Process: To initiate the return process, please contact us at [email protected] within 30 days after the delivery of your order.
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Prepaid Shipping Label: Once you have contacted us to initiate the return process, Philz Coffee will provide you with a prepaid shipping label for your convenience. Please use this label to send the item back to us.
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Refund Process: Once we receive and process the returned item at our warehouse, we will initiate the refund. Please note that the cost of return shipping will be deducted from the refund amount. Any shipping charges incurred during the initial purchase are non-refundable.
In-store or mobile purchases can only be returned for a refund in-store.
Why is my payment getting declined?
There are several reasons why your payment might be getting declined:
- Billing Address Mismatch: Make sure the billing address on file matches the one associated with your payment card. Even a small discrepancy can result in a declined transaction.
- Insufficient Funds: Ensure that your account has sufficient funds to cover the transaction amount.
- Incorrect Payment Information: Double-check that the credit/debit card details you entered are accurate, including the card number, expiration date, and CVV code.
- Card Restrictions: Some cards have restrictions on online transactions, international payments, or specific merchants. Contact your card issuer to verify if any restrictions are affecting your payment.
- Temporary technical issues: Issues either on our end or your bank’s, can lead to payment declines. Try the transaction again after a brief period or contact customer support for assistance.
Where do I input a promo code?
You can input your promo code at the bottom right of your checkout page.
Do you offer expedited shipping options?
We offer ground shipping from either USPS or UPS. We do not currently offer expedited shipping options.
Where can I enter my gift card information?
You can enter your gift card code in the Payment section of the checkout page (if you already have a selected payment option, select "Edit" to add a new option). Enter your code in the gift card field and select Apply.
When do orders ship?
Orders are fulfilled and shipped within 3-5 business days after placing your order, unless otherwise specified on the website.
Do you ship internationally?
We do not ship internationally due to current shipping constraints. We do, however, ship to all states in the US including Hawaii, Alaska, and Puerto Rico. We do not support shipping to the US Virgin Islands, Guam or APO/FPO/DPO addresses at this time.
How are shipping prices calculated?
Shipping prices are calculated based on your order volume (weight), location, and shipping preference. At checkout, the estimated costs from USPS or UPS are calculated and displayed - there is no handling cost.
Are orders taxed?
We adhere to local sales tax regulations. Orders may or may not be taxed, depending on your shipping location. Prices listed do not include tax.
Do you have a community donation program?
For over ten years, we have enjoyed supporting our local communities with donations for fundraising and events. However, we are no longer accepting donation requests from our Home Office.