FAQ
SHIPPING
HOW LONG WILL IT TAKE FOR SHIPPING?
If you place an order by 3:00pm EST, it will be ready for shipping the next business day. Orders from the AU will be ready within two business days. Once a shipping provider has picked up the order, it should arrive within the following number of business days by region:
- North Island – 2 Days
- South Island – 3 Days
- Remote addresses / PO Boxes may require an additional 1-2 business days.
- Australia – 5-10 Days
WHO ARE YOUR COURIER PROVIDERS?
WHAT IS THE COST OF SHIPPING?
We offer free New Zealand shipping on all orders over $45 NZD. Shipping to the AU. includes a $15 AU flat fee.
CAN I MAKE AN ORDER ONLINE AND PICK UP IN PERSON?
Unfortunately we do not offer pickup for online orders.
MY TRACKING NUMBER ISN'T WORKING?
Tracking numbers can take up to 48 hours to update. If you’re still experiencing issues after that time, it is best to contact the shipping provider directly.
Note: We will always help customers locate their in-transit orders, but inquiring with the shipping provider is usually the fastest way to get updates once a package has left the roastery.
MY ORDER IS DELAYED?
There may be a delay in preparing your order if we are experiencing unusually high online order volumes.
Customers should expect a 3-6 day delay after a sale before their orders are packed and ready to ship.
Please contact your shipping provider for extra tracking information if your product is delayed while in transit.
SUBSCRIPTIONS
WHAT ARE MY SUBSCRIPTION PAYMENT OPTIONS?
Pay-as-you-go. Customize and create a plan that perfectly fits your lifestyle.
WHEN WILL I BE CHARGED FOR MY SUBSCRIPTION?
Pay-as-you-go subscriptions are paid for with every shipment (at the frequency that you choose). Your first pay-as-you-go payment is also due once your order is confirmed.
I WANT TO ADD/REMOVE COFFEE BAGS FROM MY DELIVERIES?
This is not a current profile feature but we can do our best to assist you with any special request. Please contact us and we will share some options with you.
HOW DO I UPDATE MY BILLING INFORMATION?
When you visit our website be sure to login into your account to make changes.
PRODUCTS RETURN
I WANT TO RETURN MY COFFEE
We do not accept returns on roasted coffee but if you are not happy with your purchase contact us and we will do our best to assist you.
MY ORDER ARRIVED FAULTY OR BROKEN
We can exchange any faulty accessories or brewing equipment orders within 30 days of the receipt or delivery date (for online purchases). Please send us an email with as many details to arrange a replacement order.
STILL HAVE ANY QUESTIONS?
- +64 210 833 6331
- info@malattocoffee.com