# Order and delivery problems

Email hello@emberlane.coffee with your order number for anything below. We reply within one business day,
Monday to Friday. There is no phone line and no live chat.

## "Tracking has not moved"

Tracking is emailed when the label is created, which is usually a day before the parcel physically moves.
No movement in the first 24 hours is normal.

Remember the roast schedule: we roast **Monday and Thursday** and ship within 2 business days of the next
roast day. An order placed Friday afternoon is roasted Monday and may not move until Wednesday.

## "It says delivered but nothing arrived"

Wait 24 hours. Carriers scan early far more often than they lose parcels. Check with neighbours and around
the property.

If it has not appeared after 24 hours, email us. We replace or refund — we do not require a police report
and we do not make you chase the carrier.

## "My order is late"

| Destination | Expected after dispatch |
| --- | --- |
| United States | 2–5 business days |
| Canada | 6–12 business days, plus customs |

Canadian orders sitting at customs are outside our control. If a US order is more than 3 business days
past the window, email us and we will replace it.

## "I need it by a specific date"

We cannot promise one. We ship ground only — there is no expedited, express, overnight, or same-day
option, and we cannot add one by request. If you need coffee for a date, order at least two weeks ahead.

## "Can you ship to me outside the US or Canada?"

No. We ship to the United States and Canada only. Not the UK, not the EU, not Australia. There is no
forwarding arrangement and no reseller abroad. We would rather say this plainly than take an order we
cannot fulfil.

## "I need to change my address"

Email us before the order ships and we will change it. Once a label exists we cannot redirect the parcel.

## "I ordered the wrong grind"

If it has not been roasted yet, we will change it. Email straight away — the roast batch is assigned two
days before dispatch.

## "The coffee arrived damaged, stale, or wrong"

Report it within **14 days** of delivery with a photo of the bag label. We ship a replacement on the next
roast day and you keep the original. Opened coffee is not returnable for a refund, but this is not a
refund — it is a replacement, and it is free.

## "I want to cancel my order"

Before it is roasted, yes, in full. After it has shipped, treat it as a return: unopened gear can go back
within 30 days, and opened coffee cannot.

## "I want to cancel my subscription"

Do it from your account. No fee, no minimum term, no phone call. Changes must land 24 hours before the
next charge to affect that shipment.

## Related

- [Shipping and delivery](../policies/shipping-and-delivery.md)
- [Returns and refunds](../policies/returns-and-refunds.md)
- [Subscription terms](../policies/subscription-terms.md)