Customer Support Hours

Have questions about your order, subscription, or account? Our Customer Support team is happy to help.

Shipping Policy

We roast your coffee to order Monday-Friday every week. Please see our schedule below: 

Orders placed before 1:00 PM PST on Sunday through Thursday - processed the same day and roasted the following day. 

Orders placed after 1:00 PM PST on Thursday - processed on Friday - roasted on Monday.

Orders placed between 1:00 PM PST Friday and 1:00 PM PST Sunday - processed on Sunday and roasted on Monday.

Please note Sightglass does not roast or ship eCommerce orders on the weekend.

 

We offer shipping via First Class and USPS Priority within the United States and to US Military Outposts. Shipping times vary depending on your proximity to our Los Angeles origin zip code: 90038. 

Packages may require extra delivery time due to limited transportation availability as a result of the ongoing supply chain impacts. The USPS has posted some helpful information regarding the situation here.

To track the status of your shipment, click on the provided tracking number, which will redirect you to the USPS site. It may take up to 24 hours before package status information becomes available.

If you do not receive your shipment 7 days after the roast and ship date, or you believe it is otherwise mis-delivered, returned-to-sender, missing or stolen, please contact Customer Support for further assistance. We do not offer international shipping at this time.

Return & Refund Policy

Sightglass Coffee Roasters will replace missing, damaged, incorrect and/or incomplete products in an order. An order issues must be submitted to our Customer Support team within 24 hours of delivery time and date. Please include your order number, a brief description of the issue and pictures of the box, contents, and packing slip. For missing or stolen packages, order number and description of the issue will suffice.

We will also accept returns or exchanges for non-coffee merchandise within 15 days from the delivery time and date, excluding perishable products and any opened or used coffee products. Sightglass Coffee is not responsible for the shipping costs to return your merchandise.

Please mail eligible merchandise to:

Sightglass Coffee Roasters
C/O Customer Support Team - Returns
270 7th Street
San Francisco, CA 94103

When our customer support team receives your shipment, they will inspect it and update you on the status of your return or exchange within 24-48 hours of receipt of the package. If you receive a refund, the cost of initial shipping will be deducted from your refund. Refunds are generally credited back to your financial institution within 2-3 business days.

Unfortunately we do not offer refunds or replacements due to customer error. When checking out, always be sure to double check that the grind type, bag size and shipping address are correct before placing your order.

If you are dissatisfied with a coffee product, please contact us. We will collect as much information as we can to help find an appropriate resolution to your concerns.

What is Route Shipping Insurance?

Route's Green Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit while also protecting the planet. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. Green Package Protection can be added during checkout.

Every time you add Green Package Protection to your order, Route donates to support an agroforestry initiative that removes CO₂ from the air and promotes a flourishing ecosystem.

Thank you for choosing Sightglass!