Refund policy

At BoneFrog Coffee Company, we stand behind what we make. How a return works depends on what you ordered.

Coffee and Consumables

Coffee is a perishable product. All coffee orders are final and cannot be returned or sent back. Freshness is not a returns matter. Every bag is roasted to order and ships within 2 to 3 business days.

The one exception is a problem with the package itself. If your coffee arrives damaged in transit, or the packaging failed, email us at info@bonefrog-coffee.com within 14 days of delivery with your order number and a photo of the damage and the packaging, and we will make it right.

Apparel, Gear, and Merchandise

Our apparel and merchandise are printed to order, so each item is made for you after you place your order. Print and fulfillment take 3 to 7 business days before your order ships.

If apparel, gear, or merchandise is not right, you have 14 days from the date of delivery to request a return or a size exchange. To qualify, the item must be unworn, unwashed, with original tags attached, and in its original packaging, along with proof of purchase.

How Approved Returns Are Resolved

Approved returns are resolved in this order:

1. Store credit. Approved returns are issued as BoneFrog store credit by default.
2. Replacement. When warranted, such as a size exchange for the same item or an error on our part, we will send a replacement.
3. Refund. A refund to your original payment method is issued only when store credit or a replacement will not resolve the issue, or where required by law.

Size Exchanges

If you ordered the wrong size, we will exchange it for the correct size within the 14-day window. You are responsible for shipping both ways.

Return Shipping

If you ordered the wrong size or changed your mind, you are responsible for return shipping. If an item is defective, damaged, or shipped in error, BoneFrog covers return shipping at no cost to you.

Damaged or Defective Items

Please inspect your order when it arrives. If anything is damaged or defective, email us at info@bonefrog-coffee.com within 14 days of delivery with a photo, and we will make it right. Saving the original packaging helps us resolve it faster.

Delivery Times

Once your order leaves us, delivery time depends on the carrier and the shipping method you selected at checkout. We do not control carrier transit times. Your tracking link is the most accurate source for where your package is.

Refund Processing

When we approve a refund, we issue it immediately on our end. How long it takes to appear on your statement depends on your bank or credit card issuer. That part of the process is outside our control, so please check with your issuer if you do not see it.

Non-Returnable Items

Coffee and other consumables, gift cards, digital products, customized or personalized items, and final-sale or clearance items, including limited weekly merch drops, patches, and coins.

Statutory Rights

Customers in the United Kingdom and other jurisdictions retain any statutory cancellation or refund rights that apply to their order.

How to Start a Return

Email info@bonefrog-coffee.com with your order number before sending anything back. We will review your request and let you know exactly what to do next. Returns sent to us without a prior request cannot be accepted.

Contact

We do not publish a customer service phone number. Email info@bonefrog-coffee.com and we will respond. If a call is the faster way to sort out your issue, we will call you within 24 hours.