FAQs
Orders
How do I track my order?
Can I cancel or modify my order after it has been placed?
What should I do if I receive a damaged or incorrect item?
You can track your order by logging into your account on our website and navigating to the "ORDERS" section. There, you'll find the tracking number for your order, which you can use to track the shipment on the carrier's website.
Canceling an order is possible but we have a very small window in which to do so. We process orders frequently to ensure they get shipped out to you as quickly as possible and once an order is processed we can no longer make changes.
We try to accommodate when we can but we can't guarantee changes to orders (like cancellations or address updates) will be able to be made once an order is placed.
Contact us (scroll to the bottom of this page and use the link you'll find there to do so) during business hours, as soon as possible after the order is placed and pass along the order number for the best chance of canceling an order.
If you receive a damaged or incorrect item, please contact our customer service team within 48 hours of receiving your order. Provide them with your order number, a description of the issue, and any relevant photos. We will arrange for a replacement or refund as soon as possible.
Shipping
What are your shipping options?
Do you ship internationally?
How do I qualify for free shipping?
We offer several shipping options to meet your needs, including standard shipping, expedited shipping, and express shipping. During checkout, you can select your preferred shipping method and see the estimated delivery times and costs.
Yes, we do ship internationally. Please note that shipping rates and delivery times may vary depending on the destination country. Any customs duties or taxes are the responsibility of the recipient.
Free shipping is available for orders over a certain amount, which varies by promotion. Please check our current promotions or the shipping information page on our website for the latest details on how to qualify for free shipping.
Returns
What is your return policy?
How do I return an item?
Will I have to pay for return shipping?
At UPON 91, we’re committed to delivering coffee you’ll truly enjoy. However, we understand that sometimes a product might not be the perfect fit.
We only accept merchandise for returns.
Merchandise is defined as, but not limited to, Accessories, Brew Tools and does not include coffee and other perishable consumable products.
Consumable products, such as food items, whole bean coffee, coffee, are not eligible for return or refund, whether opened or unopened.
Some of our products are handmade and hand-glazed, so there may be slight variations in color and finish on these products, and variations in the finish do not qualify for complimentary refunds/returns.
Unused merchandise is eligible for a refund within 30 days of purchase. All returns must meet the following conditions:
- Merchandise must be returned in its original packaging, with all packaging materials intact.
- Eligible merchandise includes, but is not limited to, accessories, brew tools, etc.
- To be eligible for a refund, all items must be unused and in sell-able condition, with all packaging intact, instructions included, and packaged the same as they were received. Items received without all packaging (including plastic wrap and shrink wrap) will not be eligible for a refund. At UPON 91, we strive to provide you with products you fall in love with but we understand that sometimes things just don’t work out.
To return an item, please contact our customer service team to obtain a return authorization number and return instructions. Pack the item securely in its original packaging and include the return authorization number inside the package. Ship the item to the address provided by our customer service team.
If you are returning an item due to damage, defect, or an error on our part, we will cover the return shipping costs. For all other returns, you will be responsible for the return shipping costs. We recommend using a trackable shipping method to ensure your return is received.
Subscriptions
How do I make updates to my subscription?
If you want to cancel or change your subscription, you can do it at any time. Your order confirmation emails have links to your order. You can manage your subscription from there.
Our Products
How do I store my coffee?
What brew methods do you recommend?
Caffeine
Coffee won't "spoil" per se, but the distinct and complex flavors can fade if stored improperly. We recommend storing coffee in a cool, dry place — a cupboard or cabinet away from a heat source like an oven for instance — and in its original packaging or other airtight container.
We don't recommend storing coffee in the freezer or refrigerator as the moisture involved in these two areas can tend to accelerate flavor loss.
We have a comprehensive list of brew guides listed on our website.
How much caffeine is in your cup?