Please note that returns will not be accepted for any International Shipping Services. Customers will be responsible for all incurred customs and duties.
Where do you ship to?
We ship our products to US and Canada. We do not ship internationally via our wholesale portal. If you would like to place an international order, please visit our retail e-commerce page www.slowpoursupply.co
Our default shipping method is UPS Ground. We also ship 2nd Day and Next Day with surcharge. Simply select either at check out.
We use UPS Standard Ground or USPS International for all WPM products depending on the delivery location. You can request your preferred carrier at checkout.
We use USPS for shipping orders to Puerto Rico regardless of box size.
How do I know if my order has been shipped?
After your order has been shipped, an automatically generated email will be sent to you via our shipping system. If you have not received this email or any other form of electronic communication within 2 days of your order being placed, please contact us to check that we have your correct email address on file.
What happens if I have used a wrong address at check out?
Don't worry. Contact us immediately (we ship before 1 p.m. each day) so we can correct the address before we make the shipment.
If the address you provide is incomplete and if any parcels are returned to us, you will just need to contact us, provide the correct address and pay a small shipping fee. We will then redirect your package back to you. We want to make sure you receive your products!
However, we regret that we cannot be responsible for parcels lost due to incorrect or incomplete addresses. So please do try to double-check your information before you send in your order form.
How long does it take to fulfill my order?
All orders are shipped within 1-3 packing days after the order is placed, using UPS from our Houston location. Please expect delivery at least between 5-7 days for parcels shipped with UPS Ground (3-5 days) due to processing and distance.
Due to COVID-19, continental shipments might experience shipping delay of up to 1 week.
I urgently need the products. Can you expedite?
If you need an item urgently, email us at firstname.lastname@example.org with the subject heading “Urgent Order” and we will assist you with expediting the shipment if possible. There will be a surcharge for this service and the shipping cost. Otherwise, except for orders shipped with UPS 2nd Day or a faster option, we cannot fully guarantee an exact day for delivery, and you will have to rely on the carrier to provide details.
Packing Days: M/T/Th/Fr
Is there a Quality Check process prior to shipping?
Our pitcher alignment tolerance is 0-2mm. We do not ship any items that fall outside of this alignment target.
Breakable Products (Drippers, Brewers, Carafes)
Breakable products including glass, ceramic and porcelain products are also QC-ed prior to shipping to ensure they have no damage.
Autotampers, Grinders, Scales, and Dripper Stands
Autotampers, Grinders, Scales, and Dripper Stands are QC-ed by manufacture and an open box exterior check will be done prior to shipping to ensure they have no damage inside the packaging.
Taking care of my products
PITCHERS and KETTLES
Pitchers and kettles are not dishwasher or stovetop safe. Please avoid getting water on the wooden parts.
Also, please note that with use there comes natural wear and tear. However, you can extend your product’s durability by following the steps listed below:
To clean your product, use warm water and a small amount of dish soap, and air dry or wipe with a towel. It is recommended that you rinse and wipe the item dry after every use.
STTOKE cups are double-walled and are not suitable for the extreme drying heat generated by dishwashers. We recommend handwashing your STTOKE cups after use.
Origami Drippers are made using high-density porcelain clay fired at 1300ºC for 12 hours and are very durable and have heat-bearing properties. However, the wooden dripper holders are not dishwasher safe and should avoid prolonged contact with water. Resin (AS) Dripper is made with food safe thermal-resistant materials and is dishwasher safe.
April Brewers, April saucer and cup set are made using ceramic clay and are dishwasher safe.
Scales, manual grinders and dripper stands are not water safe and should not be washed or submerged in water. Please use a slightly moist microfiber to remove any stains on dripper stands and scales. Please use a cleaning brush (provided with product) or a micro tip of a vacuum cleaner to remove grinds. Please do not detach grinder parts for cleaning by yourself without prior written acknowledgement from Slow Pour Supply or Timemore.
Timemore carafes, cups, servers, French presses are diswasher safe products.
AUTOTAMPERS - all parts of the kilo' Autotamper are not dishwasher safe. Tamping base can be magnetically removed and wiped down. Submerging tamper base in water will result in moisture build up between parts. Water or moister found inside the Autotamper will automatically void the warranty for the kilo' Autotamper.
WPM Tamping Mats are diswasher safe
What is your return policy?
PLEASE CHECK YOUR ITEMS PRIOR TO USAGE. WE CANNOT ISSUE A REFUND FOR USED ITEMS. This is to guarantee all products shipped from the SLOW POUR warehouse are in unused conditions.
All other returns are accepted within 14 days. Customers are responsible for the cost of all returns.
Conditions eligible for refund
Items can be refunded and/or returned under the following conditions:
1/ Wrong item was shipped
2/ Physical fault in product and reported within 10 days in unused condition
3/ Item was out of stock
If an item needs to be returned, please reach out to us ASAP. You can contact us at email@example.com.
Return are accepted within 14 days of delivery, so please check your pitchers immediately after they are received. Only unused items with all original packaging will be accepted. We will issue a shipping label for your convenience; however, customers are responsible for the shipping cost of all returns.
Returned items must be unused and in original packaging. Any signs of wear and tear will void the credit policy and items will not be credited.
Credit will be issued after returned items are inspected and are found to be in unused and in perfect condition.
A refund for the cost of the product will be credited back to your payment method.
Damage to items due to wear and tear is not eligible for refund.
We are currently not accepting any drinkware returns.
We ship items using third-party carriers (FedEx/UPS/USPS) in heavyweight mailing boxes. Please examine your items upon receipt for any discrepancies and contact us ASAP when signs of damage are observed. Please save all original shipping cartons with shipping labels and all packaging materials for carrier inspection.
What happens if my order arrives damaged?
Claims for damaged goods
We are very sorry to hear about the damaged package. We hope this information below can assist your claiming process:
We are always disappointed in the rare instances when we hear about a damaged package. We hope this information below can assist you in your claims process:
Prior to processing a replacement to be shipped to you, we will need a number of photos to assist with filing a claim against the carrier.
Any claims made regarding damaged product against the carrier will need to be filed as a collaborative effort between you and Slow Pour Supply. We will need photos from you to make this process effective.
Photos for filing a replacement order claim:
Please prepare to provide the following 7 photos (par carrier claim standard), sent along with the order number to firstname.lastname@example.org with subject title "Damaged shipment #____________ "
SLOW POUR SUPPLY will be able to provide digital receipts for proof of cost to make this claim process easier for you.
1. Damaged merchandise inside the box displayed as it arrived to you.
2. Packaging material used (bubble wrap, styrofoam, etc.)
3. Damaged item outside of the box.A close-up of the shipping label with tracking number.If available, a close-up of the box manufacturer's certificate (BMC).
4. One photo displaying the top and 2 sides.
5. One photo displaying the bottom and the opposite sides.
To make this process easier, please send an email to email@example.com for assistance.