Replacement and Refund Policy

At NM Piñon Coffee, we take pride in customer satisfaction and the quality of our products. If your order arrives damaged, incorrect, or is lost in transit, we are happy to offer a replacement according to the following guidelines:

Eligibility for Replacement or Refund

You may request a replacement if your order meets any of the following conditions:

  • Damaged or defective – Must provide photos of the product and packaging
  • Wrong item received – Must provide photos of the shipment as received
  • Lost in transit – Contact us after 10 business days post-ship date, or provide proof of “lost” package based on tracking information

Please allow 2–3 business days for your complaint to be reviewed. If approved, a replacement order will be shipped at no additional cost.

Not Eligible for Replacement or Refund

We cannot offer replacements or refunds for:

  • Items damaged by misuse or accident after delivery
  • Final sale items (incorrect item selections)
  • Orders purchased through third-party sellers or resellers, including:
    • Amazon Marketplace sellers
    • Costco
    • Any other digital or physical third-party vendors

If your item was purchased through a third-party seller, please contact them directly for assistance.

Non-Returnable Items Policy

For health, safety, and contamination control reasons, we do not accept returns on any consumable products, including coffee or food items, even if unopened or sealed. This policy ensures the safety, quality, and integrity of all products we deliver.

Damaged or Incorrect Orders

If your order arrived damaged, incomplete, or incorrect and was purchased directly from us, please contact us within 7 days of delivery.

Email: CustomerCare@nmpinoncoffee.com
Include the following information:

  • Your order number
  • Photos of the shipment as received

If the issue is product quality-related, please also include:

  • Photos of the product and its packaging
  • The Best By or Roasted On date

Shipping errors include:

  • Damaged product
  • Incorrect product received
  • Incorrect quantity received

Lost in Transit

If your package is lost in transit, carriers may take up to 10 business days to complete their investigation before a replacement or refund can be issued. We will keep you updated and provide a resolution as soon as the carrier confirms the loss.

Order Cancellations

Orders placed through our website may only be canceled if they have not yet been processed for shipping. Contact us immediately after placing your order to request a cancellation.

Once an order is marked as “Shipped” and a tracking number has been generated, we are no longer able to:

  • Cancel the order
  • Update the shipping address
  • Change the delivery date

Address Errors

If incorrect shipping information was entered at checkout, we cannot be held responsible for misdeliveries.

If you notice an address error, email us within 15 minutes of placing your order. Include:

  • The correct full address
  • Your order number

Even with correct and timely information, we may not be able to intercept or update your order once it has entered the shipping process.

We appreciate your understanding and cooperation in helping us maintain the highest standards of product quality and customer service. For any questions, contact our support team at CustomerCare@nmpinoncoffee.com

Shipping Times
Please note that delivery to Alaska (AK) and Hawaii (HI) may take longer than standard shipping times due to distance and transit logistics.