Frequently Asked Questions

Q: Where is your coffee roasted and shipped from?

A: All Veloura coffee is roasted and shipped fresh from the USA. Our roasting partners operate in Chicago and California, and packages are sent directly to your customers.

Q: How long does it take to roast, pack, and ship an order?

A: Most orders are roasted, packed, and shipped within 1–3 business days. We roast to order so every bag leaves the roaster at peak freshness.

Q: Are orders roasted in advance or roasted to order?

A: Every order is roasted fresh after it’s placed. We do not keep pre-roasted inventory; each bag is roasted specifically for that order to maximize flavor.

Q: Where do your coffee beans come from?

A: We source beans from premium coffee-growing regions. Our partners at Temecula Coffee Roasters (California) work with growers in Papua New Guinea, Honduras, Peru, Ethiopia, Nicaragua, Mexico, Brazil, Tanzania, Guatemala, Costa Rica, and Colombia.

Q: Do you ship internationally?

A: Yes. We can fulfill orders worldwide, but shipping is fastest and most cost-effective within the United States. International delivery times and costs vary by destination.

 

What sets Veloura Coffee Co apart?

Q: What makes Veloura Coffee Co different from other coffee brands?

A: Veloura stands for roast‑to‑order freshness, transparent sourcing, and a premium, personal experience. We roast each order for peak flavor, publish origin and tasting details for our microlots, and build direct relationships with growers so you get better coffee and they receive fairer pay.

Q: How fresh is Veloura coffee when it arrives?

A: Freshness promise: most orders are roasted and shipped within 1–3 business days of purchase so your coffee arrives tasting as the roaster intended.

Q: Can I see where my coffee comes from?

A: Yes. We publish origin details and tasting notes for our microlots — region, farm or cooperative, and roast profile — so you know exactly what’s in your cup.

Q: How does Veloura support farmers and ethical sourcing?

A: Direct partnerships and premiums. We prioritize traceability and long‑term relationships, paying above commodity rates when possible to support growers and improve quality at the source.

Satisfaction Guarantee

Our promise: If your Veloura coffee doesn’t delight you, we’ll make it right. We stand behind every roast and want every cup to reflect the care we put into sourcing and roasting.

Q: What if I’m not satisfied with my coffee?

A: Contact us within 30 days of delivery and we’ll offer a replacement, refund, or store credit depending on the issue. For unopened bags, returns are accepted within 14 days per our returns policy.

Q: How do I request a replacement or refund?

A: Email v.ellis.vcc@gmail.com or use live chat/phone during business hours (Mon–Fri 9:00 AM–6:00 PM EST, 571‑252‑9309). Please include: order number; a brief description of the issue; photos (if the product arrived damaged or looks off); and the roast date printed on the bag if available. We’ll respond within 24 hours during business days.

Q: What qualifies for a refund or replacement?

A: We’ll make exceptions for quality issues such as stale or off-flavored coffee, damaged packaging, or incorrect orders. Normal taste preference (e.g., you prefer a darker roast) is handled through guidance, swaps, or subscription adjustments rather than automatic refunds.

Q: What should I expect after I contact support?

A: We’ll acknowledge your message within 24 hours and propose a resolution within 1–3 business days. If a replacement is approved, we’ll roast and ship it promptly; if a refund is approved, it will be processed to the original payment method within 5–7 business days after approval.