Common Shipping Questions
For additional shipping and fulfillment information, please read this page
Can I get a notification when an item is restocked?
We restock as frequently as possible, but availability largely depends on our suppliers’ production schedules and capacity. If an item is currently out of stock, you’ll see this noted on the product page.
What is your current shipment process time?
As soon as an order is placed through our Slow Pour Supply
portal, our small team immediately process your order to make sure this
is delivered to you in a promptly manner.
All ground and
international orders are shipped from our Houston location within 1-3
business days after the order is placed unless otherwise noted on the
website, using USPS, FedEx or UPS.
Expedited shipments including 2
day or 3 day select shipments, must be placed by 9 am Central Time to
be processed on the same business day. If the order is placed after 9 am
Central Time or on a holiday or weekend it will ship out the next
business day.
US Federal Holidays do not count towards the shipping timeframe, please take this into consideration when placing your order.
What is the shipment transit time for your international orders?
Below are the carrier commitment for their delivery times. Slow Pour Supply is not responsible for third party carrier shipment delays.
USPS First Class International - not insured.
Using First Class Mail International, deliveries generally take between 7–21 days to arrive, although the USPS does not guarantee delivery dates or times. Mail may travel to its destination by ground, air or a combination of both.In some cases, International Orders using USPS First Class mail can take up to 6 weeks.
USPS Priority Mail International/ Express - insured by carrier.
USPS Priority Mail International on average takes 6 to 10 days business day to deliver. (Average number of days may vary based upon origin and destination.) It includes $200 merchandise insurance or $100 insurance for nonnegotiable documents; additional insurance can be purchased
UPS Worldwide Saver- insured by carrier.
Next business day delivery to Canada and for documents to MexicoSecond business day delivery to Europe and Latin AmericaDelivery within two or three business days to Asia
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 the list of countries listed at check out.
Customers will be responsible for all customs and duties for orders
being shipped outside of the U.S.
Which carriers do you use to ship your orders?
United States
Our default shipping methods are USPS, UPS, and FedEx.
Canada
We use UPS Standard Ground or USPS First-Class Mail International depending on the delivery location. You can request your preferred carrier at checkout.
Puerto Rico
We use USPS for shipping orders to Puerto Rico regardless of box size.
International Orders
International orders are shipped using USPS or UPS. Please choose your carrier preference at check out.
How do I track my orders?
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.
I just noticed I put an incorrect address when I ordered!
Don't worry. Contact us immediately (within 4 hours of placing your order) 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 ore returned due to incorrect or incomplete addresses. So please do doublecheck your information before you send in your order form.
Is there a quality check made prior to shipping my order?
Unlike many dropship facilities, we ship our products directly from our SLOW POUR warehouse. This process is done by our team and each product is checked for quality and alignment.
Pitchers
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.
How long will my order take?
All Ground orders are shipped within 1-3 business days after the order is placed, using USPS, UPS or FedEx to continental U.S. from our Houston location. Please expect delivery at least between 5-7 days for parcels shipped with USPS priority mail due to processing and distance.
Do you take Urgent Orders?
If you need an item urgently, please email us at support@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 or a faster option, we cannot guarantee an exact day for delivery, and you will have to rely on the carrier to provide details.
Returns & Exchange Policy
Please read the below return policy carefully before placing your order or returning your items.
What is your return policy for domestic and international orders?
Returns of qualifying products are accepted within 14 days of delivery, so please check your items immediately upon receipt. Damaged or missing items are subject to a 3 day reporting window and are subject to differing terms & conditions than standard returns found below.
You must obtain a Returned Merchandize Authorization(RMA) number prior to shipment of your return from our support team.
If the original order qualified for discounted shipping (e.g., Free Shipping on orders over $100), the actual shipping cost from the original order will be deducted, in addition to the cost of the RMA return label.
Please note that all returns must be shipped with an approved RMA & updated tracking within that 14 day window.
Otherwise, due to our high inventory turnover, a return with an inbound shipment processed (RMA or tracking link time stamp) exceeding the aforementioned timeframe will cause a 15% restocking fee to be applied to compensate for additional labor on inventory recount and system adjustments.
Please note that exchanges make take longer within out allotted timeframe to process or have additional requirements, please reach out to hello@espressomomenti.com in the event you wish to exchange an item to explore your options.
How much does it cost to obtain a RMA label?
A RMA would cost anywhere between $9-$11, depending on the size of the return. This will be deducted during the refund process.
This also covers material and handling cost for the original order.
A restocking fee of 10% is applied to all return orders
What condition do my products need to be in?
All items must be unused and have all their original packaging. Any missing packaging, signs of wear and tear, will result in your return being rejected.
We understand while you may be excited, we recommend that you survey your item to be the correct size prior to use.
Any items missing their original packaging, (protective sleeves/product boxes/foam inserts, etc.) may be subject to being rejected for return or have a 15% restocking fee applied to them.
We are also not responsible for damages to items caused by poor repackaging of products; We recommend repacking with care so that your item is not damaged on it’s way back to us.
Items that suffer damage from poor repackaging will result in their refund being rejected.
What products are not eligible for return?
As a safety precaution, all sales are final for drinkware, filters, and minerals and they are not returnable.
Due to health & safety standards; We do not accept the return of drinkware and sipware. This is to further ensure all products under its category are sanitary and unused.
My RMA# request was approved! When do I need to have my return shipped by?
Upon approval and issue of an RMA#; We will provide you with a low-cost return label that will be deducted from the refund/credit pending its approval. This will range between $9-$11 dollars.
Please note, it is the customer’s responsibility to have the tracking number active and within the 14 day timeframe allotted for returns.
How should I repack my items to make sure they arrive the way they were reported?
Please, in any case, do not use plastic bag mailers for the return of any items.
Please use mailer boxes for all returns.
Items arriving in the bag style mailers will be automatically rejected from our returns policy.
We ask that you pack your items properly and with care to properly avoid breakage so that we may provide you with the best possible returns process,
As stated previously, we are not responsible for damage caused by poor repackaging processes or damages that could occur during the carrier process as a result of this.
Please note that returns will be rejected should this be the case.
My return arrived back at Slow Pour! What is next?
Please allow us 14 days upon receipt to process your return.
We ask during this time you also be vigilant to look out for any emails from our support team in the event further information is required that may delay this process.
In the event you do not respond to our emails; We are not responsible for the delay that can cause in your return being processed, even outside the allotted time frame.
My return was approved! What credit options are available to me? Are there discounts?
Upon approval of your return, we will refund to you the order cost (product total paid by customer) to your original method of payment, or as Store-Credit should you volunteer or the situation requires us to.
Please note, should you choose store credit we will offer a 5% Discount Code for your next order.
Should your return be rejected: The customer will be responsible for the return shipping of the item in question back to their address; Or at the discretion of our team we may present alternative solutions.
How can I start the return process?
To begin the Returns Process, please reach out to our Support Team at Support@slowpoursupply.co for further instruction, and acquisition of an RMA# & shipping label.
Please note, any items sent back without an approved RMA# and a shipping label will be automatically rejected regardless of circumstance.
Are international orders eligible for returns?
Please note that returns will not be accepted for any International Shipping Services. Customers will be responsible for all incurred customs and duties.
What is your exchange process? How does it differ from returns?
Our exchange process abides by most of the same structure as our returns process; Including all return-shipment windows, processing times, & any applicable fees.
So, what is different?
After assessing the returned product; we will deduct any necessary restocking or other fees(missing packaging, return shipment outside of allotted window, etc) from its value and apply it to the exchange order.
Should there be a difference in cost an invoice or refund will be issued accordingly during the generation of the exchange order by one of our team members; And after all invoices are paid the exchange order will be shipped.
Please note, customers are responsible for any applicable taxes and shipping & handling fees for all shipments during the exchange process; And the return shipment tracking label issued with your RMA# will be deducted from the exchange credit.
Oftentimes, we find it more effective to process the first order as a Return; and advise the customer to place a secondary order for the intended product on their own.
This way we can fulfill the secondary order like any other; while you await refunding for the original. And you’re not without your intended product longer than necessary.
Any questions? Please feel free to reach out to our support team!
We’d be happy to help.
Damaged, Missing, or Incorrect Order Reporting
Please note, we require all damaged/missing or incorrect orders be reported within 3 days of delivery.
As much as we strive for every order to go smoothly, we understand that issues can occasionally arise. That’s why we conduct a thorough quality control process prior to shipping to ensure all items leave our facility in excellent condition.
Should there be any concerns with your order being fulfilled correctly, or your package/product being damaged or missing during its shipment to you; Please read carefully what is required for us to begin to process your claim and help you as swiftly as possible.
Important: We require you to please keep the carrier box/shipping box, all manufacturer's product packaging, and all additional packaging materials as sometimes we may require these materials to be available for further investigation and inspection otherwise your claim may be rejected
What if my shipment was damaged?
Please prepare to provide the following 7 photos (par carrier claim standard), sent along with the order number to hello@espressomomenti.com 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.
6. Photographs of the shipping box as it arrived to you, displaying all sides (top/bottom/sides) and highlighting the specific damage; As well as a clear photo of our shipping label and branded shipping tape used.
Additionally, we require you to please keep the carrier box/shipping box, all manufacturer's product packaging, and all additional packaging materials as sometimes they require these materials to be available for investigation and inspection otherwise your claim may be rejected.
An inspection of the package may be performed by Slow Pour Supply or directly by the Shipping Carrier, so it’s important to keep all product and shipment packages until we can confirm that you’re able to dispose of it.
If the inspection does not confirm damage during transit, a refund or replacement may be declined at the discretion of Slow Pour Supply.
My order is missing a product or was fulfilled incorrectly; What can we do?
We take full accountability in the event you received the wrong or incorrect product that differs from your order invoice; And we apologize if this is the case for you.
Should this be the case please be prepared to provide the following in order for us to send a replacement out to you:
1. Photos of the carrier/shipping box used with a clear view of the label and branded Slow Pour Supply tape used.
2. Photos of the incorrect product being reported with its product packaging. (Please note, return of incorrect items are required to be new/unused and have all components they were shipped with in order for us to send a replacement.)
Please note, as we take full accountability when these mistakes are made, that we will send a complimentary shipping label to you to return the items new and unused back to our facility within 14 days post-delivery; So that we may expedite a replacement to you as urgently as we are able.
Customers have a 14-day window to use the complimentary return shipping label provided. After this period, we reserve the right to charge a small fee to issue a new label.
Can I return an used item?
If an item has been used, it is considered accepted by the customer. In such cases, we are unable to issue a return shipping label, even if a request is made within the return window.
What if my package is missing or believed to be stolen?
We are sorry to hear that your package cannot be located! While we understand this scenario is very stressful; We will do our best to simplify the process.
Please reach out should there be any concerns and you cannot locate your package after our carrier claims to have delivered it to you.
We also ask that you please review any front-door recording cameras if you have them to verify if the carrier dropped off the package at the time they have claimed; and what may have happened afterward if they did deliver your parcel. Please keep this footage for evidence for your claim.
In addition, with most carriers you can contact your local delivery system and request a truck search of the vehicle that was responsible for its delivery.
This will indicate them to perform a physical search of the truck for your parcel.
Should your package be assumed to be stolen; Please do not hesitate to contact our support team with any evidence present to you and we will work with you to assist as best as we are able.
Is there a waiting period before I can file a claim for a lost or damaged package?
Please notice that there is a waiting period policy by the carrier/insurance company up to 14 days to start a claim.
Are there links for me to file my own damaged claim while reaching out to support?
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.
Here are some links to provide you with resources you need:
Please
note that during the claims process, the carrier or insurance provider
may contact you directly to request additional information or
confirmation. We appreciate your cooperation and timely response to help
expedite the resolution.
To make this process easier, please send an email to hello@espressomomenti.com for assistance.
Can I file a claim with both the shipping carrier and Slow Pour Supply?
If a customer chooses to file a claim directly with the shipping carrier, it is considered a decision to pursue resolution through the carrier. In such cases, a separate claim cannot be filed through Slow Pour Supply.