Shipping

We ship orders out Monday through Friday, excluding holidays, and no orders are shipped on the weekends. Orders will be processed and shipped out in 2-3 business days from the date placed. During high-volume seasons, large sales, or new product launches, orders may up to 10 business days to process.

Please note that due to COVID-19, many countries are restricting imports. Please review countries to which service has been suspended or partially suspended, as well as countries that are delaying shipments and imports. International shipments may take an additional 5-6 weeks for final delivery. 

Processing Time

We make every effort to get your order to you as quickly as possible. We ship orders out Monday through Friday, excluding holidays, and no orders are shipped on the weekends. Orders will be processed and shipped out in2-3 business days from the date placed.  Please note: During high-volume seasons, large sales, or new product launches, orders may up to 10 business days to process. Once your order has shipped, you will receive a shipment confirmation e-mail with tracking. Please allow 1-2 business days for the tracking to update.

INTERNATIONAL SHIPPING

We do ship internationally. Buyers are responsible for paying any additional costs including duties, taxes, and custom clearance fees. We are continually working on ways to decrease our international shipping charges, but we are happy to be able to offer #coffee4fuel all over the world. Check with your country's customs or border agency to determine whether or not they are accepting imports prior to placing an order with madrinascoffee.com. By placing an order, you agree to take responsibility if the package is barred from entering the country. Any orders that are stopped at customs due to a dairy or COVID restriction will not be reshipped or refunded. Please reach out to support@madrinascoffee.com with any questions!

UPDATE AS OF 10/25/21

Priority Mail Express International Guarantee suspended to additional countries effective October 25, 2021. Due to impacts related to the COVID-19 Pandemic and transportation limitations, the US Postal Service has temporarily suspended the guarantee on Priority Mail Express International destined to Australia, Canada, Israel, Japan, Korea, New Zealand, Singapore and Thailand. The guarantee suspension to these additional countries went into effect October 25. 2021.

The previous temporary suspensions of the guarantee on Priority Mail express International are still in effect for the following countries:
• France, Great Britain, Spain, Sweden, and Switzerland, effective since March 23, 2020
• China and Hong Kong, effective since February 10, 2020.

These suspensions will be in effect until further notice. The Postal Service is taking all reasonable measures to minimize impact to our customers.

INCORRECT OR DAMAGED Orders

Please contact us within 48 hours of receiving your products of any error or damages. 

We require all information and images to be sent to support@madrinascoffee.com. Along with your order number, the following images must be included: all items received, the packaging your order arrived in, all visible damage, and your packing slip. This will allow us to assist in the best way possible and document this instance and show our fulfillment team and carrier.

We do not cover damage caused by normal wear and tear, accident, improper use or cleaning, or non-standard usage to the Gear we sell.

INCORRECT ADDRESS OR RETURN TO Sender

If a package is returned to us due to an incorrect address, the address is incomplete, it is marked "unclaimed" or “return to sender,” or it has been deemed undeliverable for any reason by the final mail carrier, please notify us at support@madrinascoffee.com to receive a refund of your product cost total. Once the package has been delivered back to us, our team will process it and refund the subtotal of your order. We are not able to refund the shipping cost.

We are not responsible if your order gets delivered to the wrong address. Please double-check that you have provided the correct shipping address and information.

LOST OR STOLEN PACKAGES

If your package was marked "delivered" but you still haven't received it, or you are unable to locate it, here is what we suggest:

• Delivery vehicles use GPS that can automatically update a package as "delivered" prematurely. Please wait another business day, as the package could have been marked as delivered by mistake and should arrive the following day.

Contact your local USPS post office or FedEx support. Make sure you contact your LOCAL post office, and not the USPS hotline. Your local post office will be able to provide quicker, and better service. Ask who delivered the package and ask for the details of that day's delivery. USPS is used to these questions and will generally provide helpful information.

• If the package still does not show up, please file a claim with the carrier. Madrinas cannot reimburse OR re-ship orders that were misdelivered by the post office or stolen from a property. Thank you for understanding!

Additional Questions?

If you have any additional questions, please email support@madrinascoffee.com.