Shipping policy
Order Policies
Samples
De La Gente offers a complimentary 0.5 lb coffee sample per customer (one-time only).
If you are interested in requesting a larger sample or exploring multiple coffee offerings, you will need to cover the additional cost of the coffee and shipping.
Coffee and Shipping Cost
De La Gente is a non-profit organization dedicated to supporting small-scale coffee producers while delivering high-quality coffee. As a result, all prices listed in our wholesale shop—for both coffee and shipping—represent the best rates we can offer.
Our minimum wholesale order quantities are 10 × 12 oz bags, 10 × 1 lb bags, or 2 × 5 lb bags. If you are interested in placing a smaller order, we invite you to visit our online shop: www.dlgcoffee.org
Order processing Method and Payment
We only process orders placed through our wholesale shop, and all orders must be paid in full at the time of purchase.
Orders submitted via email, phone, or WhatsApp will not be processed unless otherwise instructed by a De La Gente representative.
For orders exceeding 55 lbs, customers are required to contact the De La Gente team for further assistance.
Processing Time
All orders received on Tuesday before 5 pm EST will be processed and shipped the following day. Orders are not shipped or delivered on weekends or holidays.
If we experience a high volume of orders, shipments may be delayed by a few days. Should there be a significant delay, we will contact you via email.
Order Changes Before Shipping
Please review your order carefully, as we are not responsible for incorrect coffee selections. Any changes must be requested before the order is shipped. Once the order has been shipped, no modifications can be made.
If you request changes after delivery, additional fees may apply, including return shipping and reshipping costs.
Shipping Rates and Delivery Estimates
Shipping charges for your order will be calculated and displayed at checkout.
While we cannot guarantee delivery times on behalf of the carrier, estimated delivery is typically between 4 and 7 business days after shipment.
Shipment Confirmation and Tracking
You will receive an email confirmation when the order is shipped and processed, you can get access to your tracking number in your order summary. Tracking information usually becomes active within a few hours after shipment, though there can be delays or inaccuracies in the tracking information.
Report Incorrect Order
All incorrect orders must be notified to the DLG team in a maximum time of 7 days in order to receive assistance. For a longer time, we won’t be able to process a replacement order or refund.
Replacement & Refund Policy
If your order arrives incorrect or there is an issue with quality, please contact us within 7 days of delivery. We will be happy to evaluate the situation and offer a replacement or an appropriate solution.
De La Gente is unable to offer refunds or replacements for orders reported after 7 days of delivery. Additionally, we are unable to process refunds or replacements for orders in which the error was made by the customer.
Please include your order number and photos to help us process your request as quickly as possible.
Damages and Lost Packages
De La Gente is not liable for products damaged or lost during shipping. However, if your order arrives damaged, please report it to us within 7 days after delivery. Be sure to save all packaging materials and damaged items, as this will help us file a claim.
Incorrect Shipping Address
Customers are responsible for providing an accurate shipping address at checkout. Orders shipped to incorrectly provided addresses are not eligible for refunds or reshipment unless otherwise approved by our team.
Contact Us
If you have any questions about this Shipping Policy, please contact us at sales@dlgcoffee.org