Customer Service, Policies & Feedback
The NanoRoast Purchase Happiness Guarantee
Hi, I’m Susan ([email protected]), and the buck stops with me. We want you to be happy with your purchase. If you have any quibbles, complaints or issues at all, we want to make you happy. NanoRoast will replace or refund for any unsatisfactory coffee as long as you contact us within 30 days of purchase and tell us specifically what the problem was so we can keep improving. For custom blend problems, we need to chat. Please use the form below to contact us and include a daytime phone number. We will get back to you promptly.
The NanoRoast Random Upgrade Program
Inspired by the “Commit Random Acts of Kindness and Beauty” bumper sticker, the NanoRoasters have instituted a Random Upgrade Program. You don’t have to do anything. Every now and then, we like to surprise and delight our customers by adding a little something extra to your order, free of charge. Sometimes it’s a sample of something completely different than what you ordered; sometimes it’s an upgrade to the next size. It’s our way of keeping things fun and saying ‘thank you’ for supporting NanoRoast.
The “No Shipping” (“Store Pickup”) Option
For friends and acquaintances in my local area (you know who you are) who want to use pickup or delivery in person, please submit your order via using “Store Pickup” when prompted for a shipping option, or better, you can email us at [email protected]. To order by email, we need to know the particular coffee you want, quantity, roast level and when you want the order. We will be in touch to make arrangements. We accept cash, checks, Visa, Mastercard, Amex, PayPal or Venmo (Nano.Roast) for your payment convenience. In Canada, we use Interac transfers instead of Venmo. Text me at 604-203-8581.
As of January 21, 2021, we are trying out FREE SHIPPING of all orders for continental USA. Orders of 12oz – 4 lbs shipped to the same address in the continental USA cost $0 shipping. Larger size orders or those shipped to multiple addresses will include shipping calculated specially for that order, but we will generally charge you less than the USPS would. In case we enter expensive shipping territory, I’ll be in touch. We generally ship within 48 hours of roast, and we will use the most economical shipping method available, exclusively. If you want overnight service, that will cost extra. Email me and we will see what we can do to make you happy.
Outside the USA, we ship to Canada and UK. Sorry everyone else. Please choose International Shipping at checkout. NanoRoast shares the cost with you and feels your pain.
Gift Certificates Policy
Gift certificates are available in popular amounts or in other amounts you desire if you contact us with your request. We prefer to email the electronic gift certificate, but if you want it sent via USPS or Canada Post, we will be happy to send it in hard copy with a tasteful (pun intended) greeting card with your message. We need complete mailing address information and email contact information in order to serve you. Please email us with any questions or concerns. Gift certificates are not charged a shipping fee, but when they are redeemed, the purchase is subject to our normal shipping cost policies at the time of redemption.
By state and provincial law, we must turn over any unused gift certificate funds unredeemed after three years. We will make reasonable effort to jog your memory if you are in danger of that. If we do have to remit to the government, we will notify you, and you can pursue the unclaimed funds. We take no further responsibility.
We promise never to share your contact information with anyone for any reason or send you spam. Period. We hate spam and unauthorized sharing of personal information as much as you do. We do not keep merchant card information. We do keep your mailing address and email address to use for facilitating your orders. We may send you an invitation to an email newsletter if we ever have one–once. If you don’t care to subscribe, please opt out. You can always opt out by emailing us, too. Use the form below.
Please Give Us Your Feedback
We love to connect with people who like good coffee. If you have a question, comment, complaint, suggestion, or a review of a NanoRoast coffee, you can share it with us by email. We promise never to share your contact information with anyone for any reason. We hate spam and unauthorized sharing of personal information as much as you do.
Let us hear from you!
Susan for the NanoRoasters