NEPTUNE Decaf

At ROAST HEAVEN Brand, we are committed to providing you with the highest quality coffee and exceptional customer service. If you are not completely satisfied with your purchase, we are here to help.

Returns

• Eligibility: To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
• Time Frame: You have 30 calendar days to return an item from the date you received it.
• Process: To initiate a return, please contact our customer service team at support@rockwingsgroup.com with your order number and details about the product you wish to return. We will respond promptly with instructions on how to return your items.

Refunds

• Inspection: Once we receive your returned item, we will inspect it and notify you of the status of your refund.
• Approval: If your return is approved, we will initiate a refund to your original method of payment. You will receive the credit within a certain number of days, depending on your card issuer’s policies.
• Non-Refundable Items: Please note that certain items, such as perishable goods (e.g., coffee bags that have been opened), are non-refundable.

Shipping

• Return Shipping Costs: You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
• Exchanges: If you received a defective or damaged item, we will cover the shipping costs for the exchange.

Contact Us

If you have any questions about our Return and Refund Policy, please contact us at support@rockwingsgroup.com

At ROAST HEAVEN Brand, we strive to deliver your coffee as quickly and efficiently as possible. Below is our shipping policy to help you understand how we handle and process your orders.

Order Processing

• Processing Time: All orders are processed within 1-2 business days. Orders are not shipped or delivered on weekends or holidays.
• Notification: Once your order is processed and shipped, you will receive a confirmation email with tracking information.

Shipping Methods and Delivery Times

• Standard Shipping: Typically takes 3-5 business days.
• Expedited Shipping: Available upon request and usually takes 1-3 business days.
• International Shipping: Delivery times vary based on destination and customs processing.

Shipping Rates

• Domestic Shipping: Shipping charges for your order will be calculated and displayed at checkout.
• International Shipping: Shipping charges for international orders will be calculated and displayed at checkout. Please note that international customers are responsible for any customs duties or taxes.

Tracking Your Order

• Tracking Information: Once your order is shipped, you will receive an email with a tracking number. You can track your order through our website or directly via the ShipStation tracking page.

Shipping Issues

• Lost or Damaged Packages: If your package is lost or damaged during transit, please contact us immediately at [your email]. We will work with ShipStation and the carrier to resolve the issue as quickly as possible.
• Incorrect Address: Please ensure that your shipping address is correct at the time of purchase. We are not responsible for orders shipped to incorrect addresses provided by the customer.

Contact Us

If you have any questions or concerns about our shipping policy, please contact us at support@rockwingsgroup.com . We are here to help!

At ROAST HEAVEN Brand, we are dedicated to providing you with the freshest coffee experience possible. Our unique grinding policy ensures that your coffee is ground to perfection just before it reaches your doorstep.

Fresh Grinding

• Freshness Guarantee: We grind your coffee beans one day before shipping to ensure maximum freshness and flavor.
• Grinding Options: We offer a variety of grind sizes to suit your brewing preferences, including:
  • Espresso
  • Moka
  • Siphon
  • Drip
  • Pour Over
  • French Press

Packaging Details

• Seal and Freshness: To maintain the freshness of your ground coffee, we will open the original coffee bag by open the zip lock seal. After grinding, we will place the ground coffee back into the same bag and seal it with a sticker that reads ‘Freshly Ground Coffee’.
• Customer Agreement: By choosing the fresh grinding option, you agree to the opening and resealing of the coffee bag as described above.

We believe that freshly ground coffee provides the best taste and aroma, and we are committed to delivering this quality to you. If you have any questions or special requests, please contact us at support@rockwingsgroup.com