Refund policy

The Old Factory Coffee Co. Return & Refund Policy

Last updated: September 2, 2026

We want you to love what you order from The Old Factory Coffee Co. Because our coffee is a consumable food product and many of our merchandise items are made specifically for each order, we generally do not accept returns or exchanges for change of mind, incorrect size or color selection, or other buyer's remorse.

If your order arrives damaged, defective, misprinted, incorrect, or otherwise has a problem, please contact us. We'll work with you to make it right.

Coffee

For food safety and quality reasons, all coffee products are final sale and cannot be returned or exchanged, whether opened or unopened.

If your coffee arrives damaged, defective, incorrectly packaged, or you receive the wrong product, please contact us within 30 days of delivery so we can review the issue and determine the appropriate replacement or refund.

Please include your order number, a description of the issue, and clear photos of the product and packaging when applicable.

Apparel, Drinkware & Merchandise

Our branded merchandise is produced on demand specifically for each order. Because of this, we do not accept returns or exchanges due to buyer's remorse, incorrect size or color selection, or a change of preference.

Please carefully review product descriptions, sizing information, colors, and other product details before placing your order.

If your merchandise arrives damaged, defective, misprinted, or you receive an incorrect item, please contact us within 30 days of delivery. We will review the issue and, when approved, arrange an appropriate replacement or refund.

You may be asked to provide photographs showing the issue. In many cases, damaged or defective merchandise will not need to be returned.

Damaged, Defective, or Incorrect Orders

Please inspect your order when it arrives.

If an item is damaged, defective, misprinted, or incorrect, contact us as soon as possible at:

support@theoldfactorycoffeeco.com

Please provide:

Your order number
A description of the problem
Clear photographs of the affected item and packaging, when applicable

Once we've reviewed your request, we'll let you know the next steps.

Lost Packages

If your package appears to have been lost in transit, please contact us as soon as possible so we can investigate the shipment with our fulfillment and shipping partners.

Claims for packages lost in transit should be submitted no later than 30 days after the estimated delivery date.

Incorrect or Incomplete Shipping Addresses

Customers are responsible for providing a complete and accurate shipping address at checkout.

If you notice an error in your shipping address, contact us immediately. We will do our best to help, but we cannot guarantee that an address can be changed once an order has entered production or shipped.

Orders returned because of an incorrect, incomplete, or undeliverable address may require an additional shipping charge to be resent.

Order Changes & Cancellations

Because many of our products are prepared or produced specifically for your order, fulfillment may begin shortly after an order is placed.

If you need to change or cancel an order, contact us as soon as possible at:

support@theoldfactorycoffeeco.com

We cannot guarantee changes or cancellations once production or fulfillment has begun.

Sale Items & Gift Cards

Gift cards are non-refundable.

Unless otherwise stated, items marked as final sale or clearance are not eligible for return or exchange.

Refunds

When a refund is approved, it will be issued to your original payment method.

Please allow up to 10 business days after a refund has been issued for it to appear on your account. Processing times vary depending on your bank or credit card provider.

If more than 15 business days have passed since we approved your refund, please contact us at

support@theoldfactorycoffeeco.com