How do I return or exchange an item at StepUp Coffee, and what is the timeframe?

To return or exchange an item, please contact our customer service team at support@stepupcoffee.com within 14 days of receiving your order. Make sure your item is unused, in its original packaging, and includes all accessories. We’ll provide you with return instructions and the address to send your product back. Once we receive your item and verify its condition, we’ll process your exchange or refund according to our returns refund policy.

What items are not eligible for return at StepUp Coffee, and what should I do if my order is damaged or incorrect?

Certain products, such as perishable goods like coffee beans, custom orders, and gift cards, are not eligible for return due to health and safety reasons. If you receive a damaged or incorrect item, please email us photos of the issue at support@stepupcoffee.com within 48 hours. We’ll quickly review your case and arrange for an exchange or refund. Please keep all packaging and order details until the issue is resolved.

I live in the EU/overseas. How does the returns refund policy work for international customers?

International and EU-based customers have 14 days from delivery to notify us of a return request. Please contact support@stepupcoffee.com with your order number and reason for return. After authorization, ship the item in its original condition and packaging back to our returns address. You are responsible for return shipping costs, unless the item arrived damaged or defective. Refunds typically take 7-10 business days to process after we confirm receipt and inspection of your return.

Exchange & Refund

RETURNS----
Our returns refund policy gives you 30 days after receiving your item to request a return.
As part of this policy, the item must be in the same condition that you received it.
It must be unworn or unused, with tags, and in its original packaging.
You'll also need the receipt or proof of purchase.
To start a return, you can contact us at info@stepupcoffeelove.com.
This policy also requires approved returns to be sent to the following address:
305-4625 Varsity Drive Northwest, Calgary, AB, T3A 0Z9, Canada
If your return is accepted, we’ll send you a return shipping label.
We’ll also send instructions on how and where to send your package.
Items sent back to us without first requesting a return will not be accepted.
If your country of residence is not Canada, shipping your goods may take longer than expected.
You can always contact us for return questions at info@stepupcoffeelove.com.
This policy is intended to make the process clear and reliable for all returns.
Damages and Issues
Please inspect your order upon receipt.
Contact us immediately if the item is defective, damaged, or if you receive the wrong item.
That helps us evaluate the issue and make it right.
Certain types of items cannot be returned.
These include perishable goods such as food, flowers, or plants.
They also include custom products such as special orders or personalized items.
Personal care goods such as beauty products are also excluded from this policy.
We also do not accept returns for hazardous materials, flammable liquids, or gases.
Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges & Refunds in our returns refund policy

Exchanges & Refunds
The fastest way to ensure you get what you want is to return the item you have.
Once the return is accepted, make a separate purchase for the new item.
This policy keeps exchanges simple and avoids delays.
European Union 3 day cooling off period
Notwithstanding the above, if merchandise is being shipped into the European Union, you have the right to cancel or return your order within 3 days for any reason and without justification.
As above, your item must be in the same condition that you received it.
It must be unworn or unused, with tags, and in its original packaging.
You’ll also need the receipt or proof of purchase.
This policy applies alongside those rights where required.
We will notify you once we’ve received and inspected your return.
We’ll let you know if the refund was approved or not.
If approved, you’ll be automatically refunded on your original payment method within 10 business days.
Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@stepupcoffeelove.com.
For clarity, this page explains when returns can be accepted and how refunds are handled.
It is designed to help you understand the steps before sending anything back.
If you are unsure whether your item qualifies, please contact us before mailing it.
That can help avoid delays, rejected returns, or confusion during review.
Our policy does not change the item conditions already listed above.
It simply restates the same process in a clear and easy-to-follow way.
Customers should wait for return approval before sending a package.
Packages sent without approval will not be accepted under this policy.
Once approved, follow the provided label and shipping instructions carefully.
That helps us process returns more efficiently after arrival.
If a refund is approved, the amount will go back to your original payment method.
Processing times may vary depending on your bank or credit card company.
While unrelated to this page, terms like irs free file do not affect this store policy.
This page applies only to purchases and returns described here.
By reviewing this returns refund policy before requesting a return, you can better understand eligibility, timing, and refund processing.
This returns refund policy also helps explain how approved returns move through review and refund steps.
For customers with questions, this returns refund policy summarizes the same conditions already listed on this page.
Reading this returns refund policy carefully can help you avoid delays before sending any package.