A PLACE FOR YOUR QUESTIONS
Curious about something? We're here to help! Explore our FAQs to find the information you need and feel free to reach out if you have any other questions.
COFFEE & PRODUCTS
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Q: How fresh is your coffee?
A: Every order is custom roasted after you place it, ensuring maximum freshness and flavor.
Q: What roast levels do you offer?
A: We offer a range of roast levels, from light to dark, to cater to various preferences. Check the Product Details page for more information on coffee characteristics including Roast Levels.
Q: Do you offer coffee subscriptions?
A: Yes! Order coffee on repeat and save even more!
Here's how much you can save:
- Weekly Repeat Order - 15% OFF
- Every 2 Weeks - 10% OFF
- Every Month - 5% OFF
We are also working on COFFEE OF THE MONTH variety subscription product!
If you're interested in this, let us know here.
Q: Should I order Coarse, Medium or Fine Grind?
The ideal grind size depends entirely on your preferred brewing method. Let's break down the basics:
Coarse: Think sea salt. Best for French press, cold brew, and percolators. The longer steeping time requires a coarser grind to prevent over-extraction and bitterness.
Medium: Similar to sand. Perfect for drip coffee makers, pour-over methods like Chemex or V60, and Aeropress. It strikes a balance, allowing optimal extraction for a well-rounded flavor.
Fine: Feels like powdered sugar. Ideal for espresso machines and Moka pots. The quick, high-pressure extraction necessitates a fine grind to extract rich flavors without becoming overly bitter.
If you're unsure about your brewing method or need more tailored recommendations, feel free to reach out to our coffee experts at hello@roastvalley.com. We're happy to help you discover the perfect grind for your brewing style and coffee preferences.
Q: Where do you source your coffee beans?
A: We partner with ethical and sustainable coffee farms across the globe, carefully selecting beans based on quality, flavor profile, and growing practices.
Q: Do you offer decaf coffee?
A: Yes, we offer decaffeinated options using a natural Swiss Water Process to preserve flavor.
Q: What brewing methods do you recommend for your coffee?
A: We provide brewing guides and recommendations for various methods to help you get the most out of your coffee. Check out the recommendations below!
ORDERING & SHIPPING
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Q: How long will it take to receive my order?
A: Orders typically ship within 2-5 business days of being placed, with an additional 1-5 business days for delivery. While this is our 'typical' roast and ship timeline, several orders do ship sooner 😊.
Q: Do you offer expedited shipping?
A: Unfortunately, expedited shipping is not available as each order is custom roasted.
Q: Do you ship internationally?
A: Not at the moment, but we hope to offer international shipping soon!
Q: Can I track my order?
A: Yes, you'll receive tracking information once your order ships, so you can follow its progress. You can also use the 'Help' chat feature to track your order at any time.
MY VALLEY PERKS
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Q: How do I earn points?
A: You earn 1 point for every dollar spent on eligible purchases. You also earn 'bonus points' when you reach milestones (e.g., you earn 150 points after your third order).
Q: How do I redeem points?
A: You can redeem points for discounts and other rewards through the My Valley Perks panel. For e.g., you can redeem 100 points for $5 towards your next purchase.
Q: Do my points expire?
A: Points expire after 12 months of inactivity.
RETURNS & REFUNDS
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Q: What is your return policy?
A: Due to the perishable nature of coffee, we cannot accept returns. However, if you're unsatisfied, please contact us, and we'll work with you to find a solution. See more details on our Refund Policy page.
Q: Can I return other products besides coffee?
A: Yes, you can return most non-coffee items within 30 days of purchase if they're unused and in their original packaging.
OTHER
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Q: How can I contact customer support?
A: You can reach us by email at help@roastvalley.com, or live chat on our website. We respond to most questions within 24 hours. If you send us an email over the weekend, you will receive a response on Monday. You can also use the chat function to track your package at any time.