Shipping & Returns
Who’s Brew is a marketplace. Each independent roaster or tea house ships their own orders and is solely responsible for their own shipping, handling, returns, refunds, replacements, and cancellation policies. Who’s Brew provides the cart, checkout, label tooling, and reporting workflow that connects you to the correct maker, and does not act as the seller or fulfillment provider.
How shipping works
When your cart contains items from multiple makers, you receive multiple shipments — one per maker — each with its own tracking number. Rates are calculated at checkout based on each maker’s shipping origin. The maker controls packaging, carrier selection, dispatch, and any post-purchase shipping decisions.
Handling time
Each maker publishes their own handling-time range on their storefront and product pages (for example, Usually ships in 2–4 business days). Roasted-to-order coffee may take additional time. Handling commitments are made and enforced by the maker, not by Who’s Brew.
Tracking
Tracking links appear in your order history once the maker generates a label. Once a package is in the carrier’s possession, the carrier is responsible for transit, delivery, and any related delays or loss.
Returns, refunds, and cancellations
All return, refund, replacement, exchange, and cancellation decisions are made and processed by the maker that sold the product, in accordance with their published policy. Who’s Brew does not own these policies and does not guarantee any particular outcome. Because coffee and tea are perishable, most makers resolve issues through replacement or refund rather than physical return.
How to report a problem
Open the order in your dashboard and use Report a Problem on the affected item. The case is delivered to the maker, who handles the resolution within their published response window.
- Choose a reason: damaged, wrong item, missing, never shipped, freshness, tracking, cancellation request, or other
- Attach photos or documentation when helpful
- Communicate with the maker inside the case thread until resolved
When Who’s Brew may step in
Who’s Brew is not a party to a maker’s return, refund, or cancellation policy and is not responsible for resolving disputes between customers and makers. The marketplace may, at its sole discretion, review a case only in narrow circumstances:
- The maker fails to respond within their published response window
- There is documented evidence of a clear policy or marketplace-rule violation
- There is documented fraud, billing error caused by the platform, or non-fulfillment
- Repeated, substantiated failures by a maker that fall below marketplace standards
What’s not eligible
These cases are at the maker’s discretion under their own policy and are not subject to platform intervention:
- Opened bags or tins returned for taste preference
- Items damaged by the recipient after delivery, or stored improperly
- Addresses entered incorrectly at checkout
- Cancellation requests submitted after the maker has fulfilled or shipped the order
- Carrier delays, mishandling, or loss occurring after dispatch
Frequently Asked Questions
Why did I get multiple boxes?
When your cart contains items from several roasters or tea houses, each maker ships their own portion. This keeps each item fresh and lets every maker work on their own roast schedule.
How fast will my order ship?
Each product and storefront lists a handling-time range published by the maker. Most coffee ships within 1–4 business days; roasted-to-order coffee may take an extra day.
Who issues my refund?
The maker who sold the product issues the refund directly under their own published policy. Who’s Brew does not issue refunds on a maker’s behalf except in the narrow circumstances described above.
Can I cancel an order?
Cancellations are handled by the maker. Use Report a Problem on the order item and select Cancellation Request. The maker will confirm whether cancellation is possible based on their fulfillment status and policy.
Can I return unopened coffee?
Returns of perishable items are governed by each maker’s policy and are typically resolved through refund or replacement rather than physical return. Open Report a Problem and the maker will respond directly.
What if my package is lost?
Open Report a Problem and choose Tracking or Never Shipped. The maker is the first point of contact and works with the carrier to resolve the issue.