Frequently asked questions
We work with local small businesses to supply our coffee. Some are roasters who source their beans from throughout Indonesia, while others work directly with farmers from a particular area, helping them sell and teaching them new cultivation methods. Nusantara Coffee provides marketing, distribution, and other management services for ethical partners who produce high quality products, but may not be familiar with e-commerce or international trade.
We ship roasted whole coffee beans by default. This is to ensure the highest possible quality and freshness for our customers. Coffee contains essential oils that quickly evaporates when it is ground. With that being said, we can grind your order for you if you make a note of it upon purchase and tell us whether you want fine, medium, or coarse grind, but we HIGHLY discourage this. Please grind your coffee yourself in order to fully enjoy the amazing products our farmers and producers have worked so hard to create. We are not responsible for any loss in quality that may happen if you request ground coffee.
We usually ship with Pos Indonesia ePacket within 3 business days of receiving cleared payment. For Malaysia and Singapore, we may use DPEX or other private couriers. We will send you the tracking number as soon as we ship. Expect 7-10 days for the packet to arrive if you live in Malaysia or Singapore and 10-21 days if you live elsewhere. Customer satisfaction is very important to us, and we try our best to make sure that you are completely happy with your order. Unfortunately, once the package leaves our hands and is transferred to the international couriers, it is completely beyond our control. We do provide a tracking number where you can monitor the progress, but beyond that, we can only provide the estimates that the postal service provides. Delays do occur—Canada has been know to have yearly postal strikes around the holidays where packages can be delayed for two or three months, and European customs sometimes holds packages for weeks, so please check with your local authorities. Fortunately, the US rarely experiences customs delays.
Unfortunately, no. Using state postal services, there is no way for us to prepay the customs fees for the various countries where we ship, otherwise we would have done it to make it easier for our customers. Fortunately, US customers are not usually charged customs fees. However, Europe has more stringent customs regulations, and as such, European customers should ask the local authorities regarding any duties that may be applicable.
If you input your shipping address correctly and we made a mistake on the label, we will send you a replacement. However, if you made a mistake on your shipping address and it gets lost, then unfortunately, we cannot replace this. We are not responsible for stolen items, so please make sure you choose a safe location for us to ship to. If you are often away from home, consider choosing a work address, if possible, or delivering to a relative who is home during the day. If you miss your delivery and your package is held at the post office, please make sure to pick it up as soon as possible, as it might be returned to us if it is left for too long. Should this happen, we can redeliver it, but you’ll have to pay a shipping fee.