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Shipping, Packing Schedule, Returns and Credits

Slow Pour Commerce Packing Days: M/T/Th/Fr

Cut off time: Daily 9am for Express Shipments, 1pm for Ground Shipments

URGENT ORDERS

If you need an item urgently, email us at wholesale@slowpoursupply.co 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.

Kindly check if your shipping address is correct, and if all the items you ordered are included. Please let us know immediately if you need anything adjusted.

Packing Schedule and Shipping Process

All ground and international orders are shipped from our Houston location within 1-3 packing days after the order is placed unless otherwise noted on the website, using USPS, FedEx or UPS. Estimated shipping dates for back-ordered items will be communicated via email. Inventory will be held once the invoice is paid.

 

Shipping cut off time is 1pm Central for all Ground shipments on packing days (M/T/Th/Fr), and 9am Central for all Express shipments.

Expedited shipments including 2 day or 3 day select shipments, must be placed by 9 am Central Time to be processed on the same packing day. If the order is placed after 9 am Central Time or on a holiday or weekend it will ship out the next packing day.

US Federal Holidays do not count towards the shipping timeframe, please take this into consideration when placing your order.

In case of defects during our quality check process affecting our ability to fulfill your order, we will inform you know as soon as possible. You will have the option to switch to another product, or to refuse replacement. We will still honor the discount that has been applied to your order.

Returns

Products are eligible for returns at the customer’s cost within 14 days of delivery. Due to our high inventory turnover, a return with an inbound shipment processed (tracking link time stamp) exceeding the aforementioned timeframe will cause a 15% restocking fee to be applied to compensate additional labor on inventory recount and system adjustments. Please carefully check all items upon delivery. Only unused items with their full packaging can be returned. Any items returned with use and/or without full packaging are not eligible for a full refund.

 

DESTINATIONS

We ship only within the United States

 

SHIPPING TIME

All orders are shipped from our Houston location within 1-3 business days after the order is placed unless otherwise noted on the website, using FedEx, USPS or UPS to continental U.S. locations. We pack our wholesale orders 4 days a week, M/T/Th/Fr, but carriers only pick up from Monday to Friday. Saturday and Sunday orders will be shipped on the following Monday.


Please expect delivery at least between 5-7 days for parcels shipped with UPS Ground.


OUT OF STOCK

If an item is out of stock, it will be indicated on the product page.


BACKORDER

If you are interested in placing a backorder for an out-of-stock item, please email us so we can walk you through the process. There will be no surcharge for this service.

 

RETURNS

Return Process

We'd love to hear from you, and if an item needs to be returned, please reach out to us ASAP. Feel free to contact us at connect@slowpoursupply.co.

Return are accepted within 14 days after delivery, so please check your products immediately after they are received. Only unused items with all original packaging that are deemed resell-able will be accepted. We will issue a shipping label for your convenience, however, customers are responsible for the cost of all return shipments.

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 even if returned.

All return items must be packaged properly to avoid breakage. Customers will be responsible for the cost of breakage due to insufficient packaging.

Slow Pour Supply / Slow Pour Commerce reserve the right to make the final decision regarding the refunding process for all returned products.

 

 

BEFORE MAKING A RETURN

Please check your items prior to usage. We cannot issue refund for used items.

 

CONDITIONS ELIGIBLE FOR A REFUND

Under the following conditions an item can be returned for a refund:


1. Wrong item was shipped
2. Physical fault was found in the unused product, and it is reported within 10 days of receipt.

2.1 If an item is damage due to wear and tear through use, then it is not eligible for a refund.
3. Out-of-Stock Items

3.1 If an item is found to be out of stock after the order was placed, then a refund will be made to the customer.
 

CREDIT POLICY
Credit will be issued after returned items are inspected and are found to be in unused and perfect condition for resell.

 

 

INCORRECT ADDRESS/ UNABLE TO DELIVER

If an item is returned to us due to incorrect address, missing apartment number, or returned due to no pickup at the recipient’s post office, customers will be responsible for the cost incurred for re-delivery. Additional invoice will be issued for reshipping to the correct address. 
 

 

DAMAGED DURING SHIPPING PROCESS

Responsibility

SLOW POUR SUPPLY ship items using third party carriers (FedEx/UPS/USPS) in heavy weight mailing boxes. Please examine your items upon receipt for any discrepancies, and report ASAP when signs of damage are observed. Please save all original shipping cartons with shipping labels and all packaging materials for carrier inspection.

Claims for damaged goods

Claims for damage during shipping process should be made to your carrier. SLOW POUR SUPPLY will be able to provide digital receipts for proof of cost.

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. Please use the guide below to submit photos for damage claims:

 

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 support@slowpoursupply.co 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 support@slowpoursupply.co for assistance.

 

ALIGNMENT AND QUALITY

Breakable Products (Drippers, Brewers, Carafes)

Breakable products including glass, ceramic and porcelain products are checked for quality and any signs of damage prior to shipping.

 

Alignment QC
All stainless-steel products are individually checked for damage before shipping.
All our products are certified unused.

Our pitcher alignment tolerance is 0-2mm. We do not ship any items that fall outside of this alignment target. 

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.

 

 
Thank you very much for your order! We hope you enjoy our products. Reach out to us at 412.360.9529 / wholeale@slowpoursupply.co anytime to get your questions answered!

 

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