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FAQ

Payment

What payment methods do you accept?

We accept the following credit cards: MasterCard, Visa, American Express and Discover. We only take payment once your order has been shipped. We also accept payment by PayPal or Amazon Pay. If you decide to use either of these two methods, you’ll be taken to either the PayPal or Amazon Pay website, where you’ll be prompted to log in and process your payment. You’ll then be directed back to our merchant website once your transaction is complete.

What is your Refund Policy?

We aim to provide every customer with the best coffee experience they could possibly have but we are sorry we do not offer refunds. Due to the nature of our business with our products being consumed we are not allowed to have them returned. We will work with you if you are unsatissfied with our product as best we can but once you purchase a product there is no return or refund.

Why is Tax not final?

With every order we estimate what the current tax will be for your location however, in some rare cases tax usually is higher or even lower than our estimates in this case we will add the difference or subtract the difference in all orders. If you feel we charged too much tax please contact us immediately so we can address this.

Ordering and delivery

Can I place an order without creating an account?

Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account. Just visit https://www.thatsfrankcoffee.com/register and follow the instructions on-screen.

Where is my order confirmation?

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at hi@thatsfrank.com just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

When will my order arrive?

We work hard to get our coffee to you as soon as possible. Our current lead times are 12 days we are working to improve this but high demand has caused a longer shipping time. Most orders are shipped from our facilities within 5 business days with our current lead time being as long as 12 business days. Please log in to view your tracking and estimated deleivery date.

 

If you would like to have your order faster subscribers get priority processing and shipping.

How much is shipping?

Shipping is FREE with all our coffee purchases. For accessories or non coffee items shipping will be calculated during check out. We aim to get our coffee to you as fast as possible but due to spikes in business it may take longer than we anticipate please keep an eye on your tracking number to see when our coffee or your order will arrive.

Can I track my order?

Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online.

Returns

Can I return or exchange an item?

We do not allow for returns or exhanges on any of our coffee. Some accessories may be eligible for an exchange please contact us for more information.

My order has arrived but it’s not as I expected. What can I do?

We do not allow for returns or exchanges on any of our coffee however if you recieved damaged product or if your order is incorrect please take pictures and contact us for your options.