Frequently asked questions

Written to be checkable. Where the answer is no, it says no.

Orders and shipping

Where do you ship?: The United States (all 50 states) and Canada. We do not ship anywhere else — that includes the UK, the EU, and Australia. We know it is frustrating; green coffee import paperwork and roasted-goods customs rules are the reason, and we would rather say no than take an order we cannot fulfil.
When is shipping free?: On US orders of $45 or more. Below $45 it is a flat $6.50. Canadian orders are a flat $14 regardless of order value — there is no free-shipping threshold to Canada.
How fast do orders ship?: We roast on Mondays and Thursdays, and orders ship within 2 business days of the next roast day. So an order placed Tuesday morning is roasted Thursday and leaves by Monday at the latest.
Do you offer overnight or express shipping?: No. We ship USPS Ground Advantage and UPS Ground only. There is no expedited, express, overnight, or same-day option at checkout, and we cannot add one by request.
How long does delivery take?: 2–5 business days after dispatch within the US. Canadian orders take 6–12 business days after dispatch, plus however long customs takes.
Will I get tracking?: Yes. Tracking is emailed the moment the label is created, which is usually a day before the parcel actually moves. A tracking number that has not updated for 24 hours is normal.
Who pays customs and duties on Canadian orders?: You do. Duties, taxes, and brokerage are collected by the carrier on delivery and are not included in the $14 shipping charge.
Can I change my shipping address after ordering?: Yes, if the order has not shipped. Email hello@emberlane.coffee with your order number. Once a label is created we cannot redirect it.
Do you ship to PO boxes or APO/FPO addresses?: PO boxes yes, via USPS. APO and FPO addresses yes, but transit times are unpredictable and tracking usually stops at the military mail facility.
My parcel says delivered but it is not here.: Give it 24 hours — carriers scan early more often than they lose parcels. If it has not appeared by then, email hello@emberlane.coffee with the order number and we will replace or refund it.
Can I pick up my order at the cafe?: Yes. Choose cafe pickup at checkout and we will hold it at 1418 Cornwall Avenue for 10 days. You will get an email when it is ready.
Do you do local delivery in Bellingham?: No. Local orders either ship normally or are picked up at the cafe.

Returns, refunds, and problems

Can I return coffee?: Not once the bag is opened — we cannot resell it and we will not restock it. If a bag arrives stale, damaged, or is the wrong item, we replace it free. Tell us within 14 days of delivery.
Can I return brewing gear?: Yes, within 30 days of delivery, unopened and in its original packaging. You pay return shipping unless the item arrived damaged, defective, or wrong.
How long do refunds take?: We refund to the original payment method within 5 business days of the return arriving. Your bank may take a few days more to show it.
Is there a restocking fee?: No. There is no restocking fee on any return.
My grinder or kettle stopped working. What now?: Email hello@emberlane.coffee with your order number and a photo or short video of the fault. We approve or decline a warranty claim within 2 business days, and we pay return shipping on approved claims.
How long is the warranty on the Tandem grinder?: Two years, covering burrs, motor, and electronics against defects in materials and workmanship. It is not a lifetime warranty.
How long is the warranty on the Ridgeline kettle?: One year on the base, element, and temperature control. Limescale damage is specifically excluded, which is why the descaling guide exists.
I dropped my Halcyon carafe and it broke. Is that covered?: No. The Halcyon has a one-year warranty on manufacturing defects, and drop breakage is not one. You can buy a replacement carafe on its own — email us and we will send a link.
You sent the wrong coffee.: Email hello@emberlane.coffee with the order number and a photo of the bag label. We ship the right one the next roast day and you keep the wrong one.

Subscription

How much does the subscription save me?: 10% off every order, on every coffee. Lowlands Blend is $19.00 on the shelf and $17.10 on subscription. It is 10% — not 15%, not 20%, and it does not increase the longer you stay.
How often does it ship?: Every 2, 3, or 4 weeks — you choose, and you can change it whenever you like.
Is shipping free on subscriptions?: Yes, within the US, at any order value. The $45 threshold does not apply to subscription orders. Canadian subscriptions still pay the flat $14.
Can I cancel?: Any time, from your account, with no fee and no minimum term. We do not require a phone call or an email to cancel.
When is the cutoff to change or skip an order?: 24 hours before the next charge. After that the coffee is assigned to a roast batch and we cannot pull it back out.
Can I change which coffee I get?: Yes, at any time, subject to the same 24-hour cutoff. The subscription is a price and a schedule — there is no curation and nothing changes unless you change it.
Do I get anything for signing up?: The first subscription order includes a free 100-pack of Halcyon filters.
Do you have a loyalty or points programme?: No. There are no points, no tiers, and no referral credit. The subscription discount is the only standing discount we offer.

The coffee

Is your coffee organic?: Two of our coffees are certified: Nightshift Decaf and Huila Reserve, both USDA Organic. The rest are not. Some come from farms using organic practices, but that is not a certification and we do not label them as organic.
How is your decaf decaffeinated?: Swiss Water Process — water and time, no chemical solvents. It is 99.9% caffeine free.
Do you print roast dates?: On every bag. Not a "best by" date — the actual day it was roasted.
How long does coffee stay good?: Best within 4 weeks of the roast date. Sealed and unopened it keeps about 12 months, but it will taste flat long before then.
Should I freeze my coffee?: Only if it is sealed and you are storing it for more than a month, and only in a single-dose portion you will not re-freeze. Taking a bag in and out of the freezer puts condensation on the beans, which is worse than the staling you were trying to avoid.
Can you grind it for me?: Yes, free, at checkout: coarse, medium, fine, or espresso. Ground coffee goes stale in days rather than weeks, so buy whole bean if you own a grinder.
What is the difference between the 250 g and 340 g bags?: Blends come in 340 g. Single origins come in 250 g, because they cost more per gram and we would rather you finished them inside the freshness window.
Which coffee should I start with?: Lowlands Blend if you drink drip or press. Forte if you pull espresso. First Light if you find most coffee too heavy. If you cannot decide, the Roaster’s Flight is four 115 g bags for $32.
Do you sell green coffee?: No. We only sell roasted coffee.
Are your bags recyclable?: The bags are not — they are a multi-layer barrier laminate, which is what keeps coffee fresh. The valve and tin tie are not either. The boxes and paper packing are fully recyclable.
Is any of your coffee flavoured?: No. We do not make flavoured coffee — no vanilla, no hazelnut, no seasonal syrup-infused anything. The tasting notes describe what the coffee tastes like, not something added to it.

Brewing gear

Which grinder do I need for espresso?: The Tandem EG-1 at $249. Clicks 1–8 are the espresso range. It is the only grinder we sell, and it is deliberately the one that covers both espresso and filter rather than doing one well.
Is the Ridgeline kettle induction-compatible?: No. It is an electric kettle with its own powered base. It is not stovetop-safe and not induction-compatible.
What filters does the Halcyon take?: Standard 155-size flat-bottom papers. Ours are $9 for 100. Kalita Wave 155 filters also fit.
Does the Halcyon come with the carafe?: Yes. $46 buys the ceramic dripper and the 600 ml borosilicate carafe together, plus 20 starter filters. They are not sold separately as a set price.
How much coffee does the Tandem retain?: About 0.4 g when single-dosing. Not zero. Anyone quoting zero retention is measuring differently.
Do you sell espresso machines?: No. We sell one grinder, one kettle, one pour-over set, one travel mug, and filters. That is the whole equipment range.
Can I put the travel mug lid in the dishwasher?: Yes. It comes apart into three pieces and all of them are dishwasher-safe. That is the point of the three-piece design.

The cafe and the company

Where are you?: 1418 Cornwall Avenue, Bellingham, WA 98225. That is the roastery and the cafe — same building.
What are your hours?: Monday to Friday 7:00–16:00, Saturday and Sunday 8:00–16:00.
Do you serve food?: Pastries from Wren Street Bakehouse two blocks over. We have no kitchen and serve no hot food — no sandwiches, no eggs, no avocado toast.
Can I book a table or hire the space?: No. There are 24 seats, first come first served, and we do not take reservations or hire the room out for events.
Is there parking?: Two-hour street parking on Cornwall. The Commercial Street garage is a four-minute walk and cheaper for a long stay.
Can I bring my dog?: On the patio, yes. Inside, no — health code.
Can I call you?: There is no phone line and no live chat. Email hello@emberlane.coffee and you will hear back within one business day, Monday to Friday.
Do you offer wholesale?: Yes. 5 kg bags, 10 kg opening order, 5–7 business days lead time. Prepay for the first three orders, then net-30 on approval. Email wholesale@emberlane.coffee.
Do you do tours or cuppings?: Public cuppings on the first Saturday of the month at 10:00, free, walk in. We do not run private tours.
Do you sell gift cards?: Digital only, in $25, $50, $75, and $100. They do not expire and they are not refundable for cash.