Refund policy

Every Hackberry Road order is made fresh for you. Our coffee is roasted to order, our mugs, apparel, and other merchandise are printed on demand, and our printable planners are delivered instantly as digital downloads. Because of that, we can't accept returns or exchanges for change of mind. But if something arrives damaged, defective, or wrong, we'll make it right. Coffee and tea Coffee and tea are food products, so they can't be returned or exchanged once they've shipped, including opened or unopened bags. If your coffee or tea arrives damaged, or you receive the wrong product or grind, contact us within 10 days of delivery with photo proof of the problem and we'll send a free replacement or give you a full refund. Please don't send coffee or tea back to us. For food safety reasons, returned products can't be reused. Mugs, apparel, and other merchandise Each item is printed just for you after you order, so we can't accept returns or exchanges for size, color, or change of mind. If you have a question about sizing, email us before you order and we'll help you choose. If your item arrives misprinted, damaged, or defective, or you receive the wrong item, contact us within 10 days of delivery with photo proof of the problem and we'll send a free replacement or give you a full refund. You won't need to send the item back unless we ask you to. Digital downloads Digital products, like our printable planners, are delivered by email right after checkout. Because a downloaded file can't be returned, digital downloads aren't eligible for returns, exchanges, or refunds for change of mind. If your file won't open, is damaged, or isn't what was described, email us within 10 days of purchase with your order number and a short description of the problem (a screenshot helps). We'll send you a working file or give you a full refund. How to report a problem Email us at HackberryRoadCoffeeTeasandHome@gmail.com within 10 days of delivery and include: • Your order number • A short description of the problem • Clear photos showing the damage, defect, or incorrect item, plus the packaging and shipping label if it was damaged in transit Proof is required. We can only approve a replacement or refund for a damaged, defective, misprinted, or incorrect item once we've received clear photos showing the problem. Requests without photo proof can't be approved. We'll review your request and reply within 2 business days with next steps. Lost or missing packages If tracking shows no progress, or your package says delivered but you can't find it, first check with neighbors and your local post office. If it still hasn't turned up, contact us within 10 days of the estimated delivery date and we'll work with you on a replacement or refund. Wrong or incomplete addresses Please double-check your shipping address at checkout. If an order is returned to us because the address was incorrect or incomplete, we're happy to reship it, but the cost of reshipping will be the customer's responsibility. Cancellations and changes Orders go into production quickly. If you need to cancel or change an order, email us as soon as possible. We'll do our best, but once an order has been roasted, printed, or shipped, it can't be canceled or changed. Gift cards and sale items Gift cards can't be refunded. Sale items are covered for damage, defects, and wrong items in the same way as full-price items. Refunds If a refund is approved, it will go back to your original payment method within 10 business days. Please allow some extra 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 refund, please contact us at HackberryRoadCoffeeTeasandHome@gmail.com. Questions Reach us anytime at HackberryRoadCoffeeTeasandHome@gmail.com. See our Shipping Policy for shipping costs and delivery times.