Frequently Asked Questions

- SHIPPING, TRACKING, & DELIVERY -

- DISCOUNTS, REWARDS, & GIFTCARDS -

- SUBSCRIPTIONS -

- ORDER EDITING & EXCHANGES  -

- COFFEE, COFFEE, AND MORE COFFEE! -

  - MERCHANDISE -

- BONES COFFEE ACCOUNT -

- HELP! I HAVE MORE QUESTIONS! -

-SHIPPING, TRACKING, & DELIVERY -

Q: "DO YOU EVER EXPERIENCE FULFILLMENT DELAYS?"

A: We have experienced fulfillment delays but we have always overcame the hurdle and do everything possible to get our coffee out to your door step. Delays occur due to an influx of orders because our amazing customers love the Bones Coffee experience as much as we do! For updates on fulfillment status during delays, we do keep this information available via our chat feature.

Q: "HOW AND WHEN WILL YOU SHIP MY ORDER? HOW LONG UNTIL I RECIEVE MY ORDER?"

A: Well this is technically two questions but Bones Coffee is roasted daily! Because of this, we take about a week to fulfill orders once they are placed. After we complete production and packing, your order will leave with FedEx or USPS. FedEx takes an estimated 2-7 business days for delivery (which means 10+ days for some areas) and USPS takes 1-3 business days, guaranteed. If you are in a time crunch, make sure you select the faster shipping method!

Q: "HOW CAN I TRACK MY ORDER?"

A: Once the courier scans your package and begins transit, a tracking email will be sent out to you.

Q: "WHAT ARE THE SHIPPING RATES?"

A: We offer USPS & FedEx. The shipping cost will be calculated at checkout depending on the courier, size/weight of the shipment, and the postal code it’s being sent to.

Q: "DO YOU OFFER FREE SHIPPING?"

A: We offer free FedEx Ground Economy shipping on all orders with a subtotal (after discounts) of $75 and over. We do not offer free USPS shipping or free International shipping.  

Q: "WHERE DO YOU SHIP?"

A: We ship within the United States and Canada.

Q: "HOW CAN I GET FREE SHIPPING?"

A: In order to receive free shipping, your total must be $75 after coupons, discounts, or rewards are applied. Free Shipping is only available for domestic orders at this time and is provided by FedEx Ground Economy (formerly known as FedEx SmartPost).

Q: "WHAT ARE YOUR SHIPPING TIMEFRAMES?"

A: We do not provide shipping timeframes as they are not guaranteed expectations. We do offer USPS First Class Mail, USPS Priority Mail, and FedEx Ground Economy. Below are their websites, so that you can review their shipping timeframe estimates.

USPS FIRST CLASS  
USPS Priority Mail 
FedEx Ground Economy  

Q: "CAN YOU SHIP TO APO ADDRESSES?"

A: Yes, we ship to APOs, DPOs, and FPOs. Please use this format when filling out the shipping information.

    1) Name of Recipient: Rank/Grade and Rating is optional for APO or FPO. Do not include the recipients title for DPO.
    2) Include the Unit and Box number:
      Army: UNIT # / BOX #
      Airforce: PSC* # / BOX #
      Navy: SHIP # / HULL #
      Embassy: UNIT # / BOX #
    3) City: APO, FPO, DPO
    4) State: AA, AE, AP

-DISCOUNTS, REWARDS, & GIFTCARDS -

Q: "HOW DO I USE A DISCOUNT CODE?"

A: If you receive a discount code, please enter it at checkout in the discount code field, and then click “apply”. Please note that only one discount code can be used per order., we cannot stack.

Q: "CAN I USE REWARDS POINTS WITH DISCOUNT CODES OR GIFTCARDS?"

A: Unfortunately no, we cannot stack the rewards points with other codes or gift cards. Our platform does not stack multiple discounts. You also CANNOT purchase a giftcard with rewards points.

Q: "CAN I RETROACTIVELY APPLY A COUPON?"

A: Unfortunately we can’t guarantee that we will be able to retroactively apply discounts if you did not place your order the same day the discount code is released.

Please feel free to reach out to our support team if you need assistance.

Q: "CAN I RETROACTIVELY COLLECT REWARDS POINTS?"

A: Rewards points can be retroactively distributed for the most recent order, To prevent missing out on points, make sure you sign up for our rewards program as soon as possible.

Q: "HOW CAN I PURCHASE A GIFTCARD?"

A: All of our giftcards are electronic. Once purchased, the giftcard will be sent to your e-mail and you can forward it to the recipient. you can find them by searching "Giftcard" or clicking this link: GIFTCARDS 

- SUBSCRIPTIONS -

Q: "HOW DO I START A SUBSCRIPTION?"

A: On BonesCoffee.com there is a section at the top that says "Coffee Club". You will hover over that text and then select the button that says "Coffee Club", not "Gift Subscriptions". You then can choose whether you want your coffee as ground, wholebean, or single-serve, choose your flavor, how much of that flavor, the frequency that you will be charged/orders fulfilled. If you would like multiple coffees, you will repeat those stops. The courier you choose for shipping cannot be changed after selected. At check out, make sure you double check your shipping information!

Q: "CAN I CHANGE THE FLAVORS IN MY SUBSCRIPTION?"

A: Yes! You can manage your subscription and update the flavors. You will want to make sure you update the flavors on your subscription before your next billing date, and that way you can try a different flavor everytime!

Q: "CAN I CHANGE ANYTHING ELSE ABOUT MY SUBSCRIPTION?"

A:  Yes! You can manage your subscription and update the frequency you recieve coffee, the delivery date, payment method, shipping/billing address, as well as pausing or canceling your subscription.

Q: "WHY CAN'T I LOGIN TO MY SUBSCRIPTION?"

A: If you are being "logged out" at check out, make sure you are not putting in a discount code prior to checking out. If you are simply locked out of your account, email the Bones customer support team at Support@BonesCoffee.com and they can send you a reset password link.

Q: "CAN I USE A DISCOUNT CODE OR MY GOV-X DISCOUNT WITH MY SUBSCRIPTION?"

A: Unfortunately at this time we cannot stack discounts with the subscription discount. We advise our customers to pause their subscription service if there is a better deal available, or rewards points to use, and order separately.

Q: "CAN I PURCHASE A SUBSCRIPTION FOR SOMEONE ELSE?"

A:  Usually the answer to this is YES! But right now we are working on swapping out our subscription service and so we do not have our gift subscription service currently available.

- ORDER EDITING & EXCHANGES -

Q: "HOW CAN I CHANGE MY ORDER AFTER IT’S BEEN PLACED?"

A: Bones Coffee Company strives to fulfill orders as quickly as possible! If you need to edit your order, please respond to your order confirmation email once you recieve it. This is the only way to edit your order. Once an order has left our facility, we cannot make any changes to the order or the shipping.  

Q: "DO YOU ACCEPT RETURNS?"

A: Please check out our return policy here: Return Policy 

Please note:

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. Depending on where you live, the time it may take for your exchanged product to reach you may vary. If you are returning an item of $75 or more, please consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

Q: "HOW CAN I CONFIRM MY ORDER?"

A: When ordering products from Bones Coffee Company, you will receive a confirmation email once you have completed the steps in checkout. The email will include verification of items purchased, the cost, as well as the address/information. This is extremely important to review right away to ensure that your order gets out to the desired delivery address. Any changes needed to be made should be sent to Support@BonesCoffee.com before 6 AM the following day.

- COFFEE, COFFEE, AND MORE COFFEE! -

Q: "WHAT IS THE BEST WAY TO STORE MY COFFEE?"

A: Coffee is best stored in an opaque, airtight container in a cool, dry place. You do not want your beans exposed to light or humidity, as it can compromise the freshness and quality! If properly stored, our ground coffee will stay fresh for about 4 weeks from opening. Whole bean coffee will stay fresh for about 8 weeks from opening.

Q: "IS YOUR COFFEE KETO FRIENDLY?"

A: Absolutely! We do not use sugar or sweeteners in our flavors, and each brewed 8oz cup has approximately 2 calories, 0g carbs and 0g sugar!

Q: "ARE THERE ANY SUGARS OR ADDED SWEETENERS IN YOUR COFFEE?"

A: Our coffees do not contain any sugars or artificial sweeteners.

Q: "IS YOUR COFFEE VEGAN/ORGANIC?"

A: While not currently certified vegan our coffee does not contain any milk, egg or dairy products. At this time we do not offer any certified organic varieties. Our Peppermint Hot Chocolate does not contain any milk, egg or dairy products, Our Drinking Chocolate includes marshmallows, which does contain gelatin.

Q: "IS YOUR COFFEE GLUTEN FREE?"

A: While not currently certified, our coffee does NOT contain any gluten or wheat ingredients. Coffee is the only product in our facilities and it never comes into contact with anything containing wheat or gluten.

Q: "IS YOUR COFFEE CERTIFIED FAIR TRADE?"

A: We receive samples weekly from farms across the globe as their crops come to harvest. Our sample roasts allow us to determine where we will source our next shipments. From Central and South America to Africa and the South Pacific, we choose to source only the top graded crops. We decided not to certify as Fair Trade because the cost the farmers pay in fees often negates the benefit to them. Rest assured that we negotiate fair prices with our coffee farmers, and every bean is sourced ethically.

Q: "IS YOUR COFFEE KOSHER?"

A: While we are currently certified, not all of our bags have been updated to reflect this. Link to Kosher products 

Q: "ARE THERE ANY ALLERGENS PRESENT IN YOUR COFFEE?"

A: While not currently certified, our coffee is free of all major allergens recognized by the FDA. This includes: dairy, eggs, fish, crustacean shellfish, peanuts, tree nuts, wheat, soybeans.

Q: "DO YOU OFFER ANY OF YOUR COFFEE IN DECAF?"

A: Yes we do! At this time we do not offer DECAF in sample packs or in Bones cups. You can find all of our decaf varieties here: https://bonescoffee.com/collections/decaf-coffee

Q: "WHAT IS YOUR DECAFFEINATION PROCESS?"

A: Through the Swiss Water Process, we are able to decaffeinate our beans. This process relies on caffeine solubility (dissolvability) and osmosis to remove caffeine from green coffee beans. Since the Green Coffee Extract already contains the other elements of flavor, those substances won't dissolve from the beans and just the caffeine is removed.

Q: "DOES THE EGGNOG FLAVOR CONTAIN CLOVE OIL?"

A: Yes, the Eggnog flavor does contain clove oil. It is not recommended to be stored in plastic containers as prolonged exposure to plastic can cause etching.

Q: "WHAT ELSE CAN YOU TELL ME ABOUT YOUR COFFEE?"

A: Our beans are low acidity (except the single origins). All of our coffees are medium roast (except Sumatra, Army of Dark Chocolate, Dark Roast). All of our preground coffee is set to a medium grind (except the Espresso which is a fine grind). We do not grind our Bourbon Barrel Beans.

Q: "WHAT IS THE NUTRITIONAL INFORMATION FOR YOUR COFFEE?"

A: The ingredients are as follows: 100% Arabica Coffee, Natural & Artificial Flavors. Since flavors are proprietary (means it's top secret information) we do not provide a more extensive breakdown. The FDA only requires that the major allergens (Milk, Dairy, Eggs, Wheat, Gluten, Tree Nuts, Peanuts, Soy, Fish, Shellfish) are disclosed if present. None of our varieties contain any of these allergens.

The nutritional info of our coffee per 8oz cup is as follows:

- Calories: 2

- Total Fat: 0g

- Cholesterol: 0mg

- Sodium: 0mg

- Total Carbohydrate: 0g

- Dietary Fiber: 0g

- Sugars: 0g

- Protein: 0g

  - MERCHANDISE -

Q: "DO YOU SELL TUMBLERS?"

A: We sell doubled-walled acrylic tumblers.

Features:

• • • • • • • 1.       durable acrylic
          •       16oz capacity
          •       double-walled construction keeps beverages at the perfect temperature
          •       includes lid & straw
          •       BPA free
          •       Hand-wash only
          •       Do not microwave
          •       features our snazzy Classic Logo

                 
          We also sell stainless-steel hot/cold tumblers in 20 oz and 30 oz.

      Features:

•       18/8 kitchen-grade stainless construction
•       Double wall vacuum insulated
•       Keep beverages hot up to 6 hours and retain ice for over 24 hours
•       No sweat design
•       Includes 1 Tritan shatter proof lid (20 oz has a sip lid, 30 oz has a slider lid)
•       Cup holder friendly
•       20 oz / 30 oz capacity

          And we sell Tervis tumblers too!!  
      Features:

•     16 oz (no straw) and 24 oz (straw included)
•     This printed wrap-around design is sealed between the tumbler walls.
•     Tervis® tumblers feature double-wall insulated construction that keeps drinks hot or cold longer and reduces condensation to prevent rings on your table.
•     Strong, impact-resistant BPA-free material means these tumblers can take a tumble without shattering and won't retain tastes or odors.
•     Tumbler also comes with an easy-to-clean BPA-free travel lid.
•     Microwave, freezer, and dishwasher safe for no-worry convenience and fit most cup holders.
•     Each classic tumbler is proudly made in America and backed by a Lifetime Guarantee so you can buy with confidence. 

Q: "DO YOU SELL MUGS?"

A: HECK YEAH! We offer stamped mugs. These beautiful ceramic mugs are hand-thrown in the USA by Deneen Pottery and feature large handles for a comfortable sipping experience.
   

•     Dishwasher & microwave safe
•     Handmade in the USA
•     Large handles for maximum comfort
•     Capacity varies

           
            We also offer ceramic mugs too!

•     Dishwasher & microwave safe
•     Handmade in the USA
•     Large handles for maximum comfort
•   14 ounce capacity

Q: "WHAT DO I DO IF MY MUG BREAKS IN TRANSIT?"

A: Take a photo of the damages and then e-mail our customer support team at Support@BonesCoffee.com and we will help you out with a replacement.
Have no fear! Bones has your back!

Q: "DO YOU SELL COOL T-SHIRTS?"

A: Only the coolest. The Men's sizing is considered to be a True to fit scaling, the images below also represent the dimensions of Chest and length to help compare! The Women's sizing is typically 1-2 sizes smaller than normal, this is also because these are "slim fit". Sizing charts can be found on each shirts product description.

Q: "DO YOU SELL BREWING EQUIPMENT"

A: We sure do! On our main page of the website, at the top, is a tab that says "GEAR". Click on that, then click on "BREWING". From there you will see our assortment of brewing equipment. If you have any questions, feel free to reach out to the manufacturer directly or contact Support@BonesCoffee.com and we will connect you with the manufacturer of the equipment you purchased.

Q: "WHAT ELSE DO YOU SELL?"

A: Coffee and mugs and t-shirts aren't enough?? Of course not...well...we do sell some other cool stuff. 👀️👀️
  We have stickers, hats, totebags, drinking chocolate, and hoodies!!  

- BONES COFFEE ACCOUNT -

Q: "HOW DO I LOGIN?"

A: You will need to visit BonesCoffee.com and click on the skull in the upper left hand corner! From there you will be presented a screen where you can login.

Q: "HOW DO I CREATE AN ACCOUNT?"

A: You will need to visit BonesCoffee.com and click on the skull in the upper left hand corner, as seen in the above question. Then you will be presented with a login page, also as seen in the above question. Only this time, you will click on "CREATE AN ACCOUNT" and go from there. 😁️

Q: "WHY DO I NEED TO CREATE AN ACCOUNT?"

A: An account allows your points to be stored and accumulated, as well as your order history. an account will also allow you to manage your subscription. Creating an account also allows you the option to have an address book if you frequently send coffee to your friends and family!