Refund policy
Looking for help with a specific order? Start at our Customer Support page. You can track a shipment, manage your subscription, and open a request there, and it's the quickest way to reach us. This page is the policy behind all of it.
The Heist Guarantee
Switching your evening cup to decaf shouldn't be a gamble. Try your first order, and if it isn't the best decaf you've tasted, we'll refund it, no questions asked. Brew the rest, share it, or pour it out. There's no need to mail anything back.
- Applies to your first order, within 30 days of delivery.
- Covers up to 3 bags.
- One guarantee per customer, unless there's a confirmed quality issue.
- Full refund to your original payment method.
What the guarantee covers
This one's about taste. If the coffee just isn't for you, that's reason enough, no explanation required. Damaged bags, wrong items, and shipping problems are handled separately, below.
Damaged, wrong, or compromised orders
Please inspect your order when it arrives. Email us a photo of the problem (a damaged bag, or the wrong item) within 7 days of delivery and we'll ship a replacement right away.
Lost or stolen packages
If your tracking stalls or the package never shows, contact us and we'll open a case with the carrier. How we resolve it depends on what tracking shows:
- Lost in transit (never marked delivered): once the carrier confirms, we'll replace the order or refund it in full.
- Marked delivered but missing: check with anyone else at your address and your neighbors first, then contact us within 7 days. We'll use the carrier's delivery scan and tracking to work it out and make it right. We can't control porch theft after a confirmed delivery, but we'll work together for a fair resolution.
Heist Society members
Heist Society is a 3-month prepaid membership. Your physical welcome gifts, the Smuggle Bear, your storage tin and scoop, and a canvas bag, ship up front with your first box.
If the coffee isn't for you, the first-order guarantee still applies, and for a Society membership it unwinds the whole thing. Send the Smuggle Bear, canvas bag, tin, and scoop back unused and cover the return postage, and we'll process a full refund minus $8.99 for initial shipping and handling. The matchbook is yours either way.
A damaged bag or a wrong item is a different story, and not a cancellation. Tell us and we'll make it right with a replacement, and your membership carries on.
Ride out all three months and there's nothing to send back. The gifts are simply yours.
Subscriptions
Cancelling and refunding are two different things. You can skip, delay, change, or cancel your subscription anytime from your account before your next order is processed, and you won't be charged again. See our Cancellations policy for how that works. Once an order has already shipped, this policy governs it.
Exchanges
We don't run exchanges on coffee. If we sent the wrong item, tell us within 7 days and we'll ship the right one.
After 30 days
Beyond 30 days from delivery, we're not able to offer returns, refunds, or exchanges.
Gift cards
Gift cards are non-refundable.
How to start a request
Start at our Customer Support page, or email support@heist.co with your order number, and a photo if you're reporting damage or a wrong item.
Approved refunds post to your original payment method within 5 to 10 business days. Your bank or card company may take a few extra days to show it. If it's been more than 15 business days since we approved your refund and you still don't see it, email support@heist.co.
If we authorize a physical return (Heist Society welcome gifts, or non-coffee items), we'll send you instructions first. Items sent back without an authorized return can't be accepted or refunded.