Refund policy

Last updated: September 29, 2026

Retail orders

Thanks for shopping at Smoking Gun Coffee! If you're not entirely satisfied with your purchase, we're here to help.

Returns

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase. For consumable products (coffee), items must be unopened with original factory seals and labels intact.

To start a return, contact us at hello@smokingguncoffee.com. Returns need to be sent to: 46168 Yale Rd #101, Chilliwack, BC V2P 0J6. If your return is accepted, we'll send you a return shipping label and instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Damages and issues

Please inspect your order when it arrives and contact us right away if an item is defective, damaged, or if you received the wrong item, so we can evaluate the issue and make it right.

Exceptions / non-returnable items

Opened coffee, ground coffee (it's ground specifically for your brew method), perishable goods, custom or personalized items, sale items and gift cards can't be returned. Please get in touch if you have questions about a specific item.

Exchanges

The fastest way to get what you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item.

Refunds

We'll notify you once we've received and inspected your return and let you know whether the refund was approved. If approved, you'll be automatically refunded to your original payment method within 10 business days. It can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your return, contact us at hello@smokingguncoffee.com.

Wholesale orders

Coffee is a perishable, consumable product, so once a wholesale order has shipped, we don't accept it back for standard returns or restocking. What we do commit to is standing behind the quality of what we send you, and working through anything that's within our control quickly and without a hassle.

Every coffee we ship has gone through rigorous QC before it leaves the roastery — cupped and tested in production, not just approved once and forgotten. And since we're a roastery and a café both, we're pulling shots and brewing every one of these coffees ourselves, every day, alongside the feedback we get from our own customers. If something were genuinely off with a coffee, we'd know it before it landed in your hopper.

A note on taste and consistency

There's a real difference between an actual defect and a coffee that just doesn't taste the way someone expected, and we want to be upfront about where that line sits. A bag that's compromised, stale, mislabeled, or not what was ordered is a defect, and we'll make it right — more on that below. A coffee that tastes a bit off or different than usual typically points to something on the brewing side — grind size, dose, water, extraction time, or a machine that's due for a clean or calibration — since we've already cupped and tasted that exact batch ourselves before it left. We'd love to help you dial that in if it comes up; a quick conversation about your recipe or equipment usually clears it right up.

Worth knowing too: a little variation from batch to batch is normal, even expected, with coffee — it's a living, agricultural product, and sometimes we'll shift a profile slightly based on what we're tasting or the feedback we're getting. That's us paying attention, not something going sideways.

If something's wrong on our end

If a bag arrives damaged, defective, or isn't what you ordered, let us know within 5 business days of delivery. A quick photo of the bag and packaging, plus your order or invoice number, is all we need. We'll replace it or credit your account — no drawn-out process, no restocking fee.

If it's a shipping or carrier issue

Once your order leaves our roastery, it's in the carrier's care — a package that's lost or damaged in transit is the carrier's responsibility. Since the shipment is on our carrier account, we're the ones who file the claim, so you don't need to chase Canpar or UPS yourself. Just let us know within 5 business days of the delivery date (or of when it should have arrived, if it never showed), and we'll open the claim right away and keep you posted.

Most of these resolve on their own — a package showing as delayed usually turns up within a few more days. So rather than resending the moment tracking goes quiet, we'll treat a shipment as lost (and send a free replacement) once there's been no tracking movement for 5 business days past the expected delivery date. Standard fulfillment and carrier timelines apply to the replacement. If the original then turns up, no big deal — let us know and we'll sort it out on our end.

If you're genuinely out of stock and can't wait that out, tell us — we'll find a way to get you through it (a rush shipment, moving up your next order, whatever makes sense) while the claim runs its course.

What we can't take back

Once a bag of roasted coffee has shipped, we can't accept it back for restocking or refund because an order was placed in error or turned out to be more than you needed — it's perishable, and once it's left our roastery we can't put it back into inventory. The same goes for ground coffee: it's ground specifically to your equipment, so it can't be returned or refunded once it ships. If you're not sure about quantities, grind or a new item before you order, reach out first and we'll help you get it right.

We built this to be simple: a mistake on our end gets made right, fast. Everything else, we're always happy to talk through — but coffee that's already shipped generally can't come back.

Wholesale questions: orders@smokingguncoffee.com