Customer Service

Frequently Asked Questions

What do I need to know about the new website?
My Account Information - Existing Customers
How to Order
Shipping + Delivery Information
Payment Information
Sales Tax
Returns + Exchanges
Wholesale Accounts
Privacy + Security


What do I need to know about the new website?
As you may have noticed, we've made a lot of great changes to our website.

Over the past few months, we've been working to make IrvingFarm.com better than ever before. The best way to see all all the improvements we've made is to explore the site on your own. To get you started, here are a few changes we're especially excited to share:

- Exciting new ways to explore our coffees, including new Coffee Subscriptions
- Faster, easier checkout
- More ways to manage your account

We think the site is beautiful and simpler than ever to use. We hope you will, too.  

 

My Account Information - Existing Customers
Although the site looks quite different, rest assured, if you previously had an account with IrvingFarm.com, it is still intact!  

To access your account, you must reset your password.  

Once you've logged in, you'll see that the following information has been transferred from your old account to your new one:

- Your name (first and last)
- Your email address
- Your shipping and billing addresses (note: if you did not save these in your previous account, they will not be present in your new account)

 The following information has not been transferred:

- Your password
- Your credit card information 

We think you're going to love your new account, but if you have any questions, please feel free to email us: holler@irvingfarm.com.

 

How to Order
Our current offerings are available for purchase in the Shop section of our website. We want your shopping experience at IrvingFarm.com to be as easy as possible. You can create an account to make your checkout faster for repeat visits. If you prefer to not create an account, you can also checkout as a guest.

Contact us if you have any questions regarding your order–we'll be happy to help!

 

Shipping + Delivery Information

Shipping Policy
Orders are usually shipped within 1-2 business days of when they are placed. We ship from Zip code 12546. You can estimate the transit time for FedEx Ground shipments using this FedEx Ground map. We do not ship on Saturdays or Sundays. We will use the contact information you provide with your order to follow up with you if we foresee any delays with your shipment.

Our standard shipping option is FedEx Ground. During checkout, you can also select from our expedited shipping options, FedEx Two Day + FedEx Standard Overnight. We ship only to street addresses in the United States. We currently cannot ship to addresses outside the United States, to P.O. Boxes or to APO/IPO addresses.

Expedited Shipping
Our expedited shipping times do not include the time required to process orders before shipping. Please allow 1-2 business days of fulfillment time before shipping for any estimates of delivery times for orders placed at IrvingFarm.com. We will do our best to process orders marked for expedited shipping within one business day. However, any orders that we receive after noon (12pm) will be processed on the second business day.

Changes + Cancellations
Changes or cancellations to orders must be communicated to us within 24 hours of the original order submission, and may be made only by telephone: 212 206 0707.

Delivery Requirements
FedEx requires a signature for all deliveries and will not leave a package without one. If you would like FedEx to leave the package without a signature, please be sure to include instructions in the "Special Delivery Instructions" box when entering Shipping Info when placing an order.

You must supply a daytime phone number to ensure that FedEx can make the delivery.

Shipping Holidays
Due to shipping limitations, we are unable to ship packages for delivery on the following holidays or the day thereafter: New Year's Day, President's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, Christmas.

Shipping Rates
Shipping rates are calculated based on weight of package, shipping address and the shipping method. You can find cost of shipping using the shipping cost calculator during the checkout process.


Payment Information
Irving Farm requires a credit card for online ordering. We accept Visa, Mastercard, American Express and Discover. Your card will be charged upon submission of your order. We do not accept checks, money orders or ship C.O.D.


Sales Tax
All coffee is tax-free. All other items shipped within New York are subject to applicable sales tax.

 

Returns + Exchanges

Returns
We stand behind the quality of all of our products, and your satisfaction is guaranteed. If you are not completely satisfied with your purchase, you may request a full refund of the purchase price within five business days of receipt of the shipment. All items must be brand new, never used, with original packaging materials, accompanying literature, instructions and other materials that were included with the shipment.

Shipping and handling charges are nonrefundable. No returns will be accepted after five business days of receipt of package. We are not able to issue credit to anyone except the original purchaser.

Once the item has been received and inspected by Irving Farm, a credit will be issued to the original purchaser's card.

Return the product to the address below (please keep your shipping receipt should you need to track your package). For your protection, we recommend that you insure it for full value.

Irving Farm Coffee Roasters: Returns
23 Reagan Road
Millerton NY 12546

All prices are subject to change without prior notice.

If you have questions about our returns policy, please contact us at 212 206 0707, or email us: holler@irvingfarm.com.

Exchanges
We cannot process exchanges. If you have found another item that you would prefer over one you have already received, we ask that you request a return of the unwanted item and order the item you would like.


Wholesale Accounts
Irving Farm offers wholesale pricing to qualifying accounts. For more information and to submit an inquirty, visit our Wholesale page. You may also call us directly at 212 206 0707.


Privacy + Security
Information Collection and Use

Irving Farm respects the privacy of our customers. All personal information you enter in our database is kept for our own internal mailing list so that you may receive notifications about your account or special promotions that Irving Farm is offering. We will not share any information you enter on our website with outside companies or mailing lists.

Cookies
A cookie is a piece of data stored on a user's hard drive containing information about the user.

We place cookies on your hard drive to enable us to remember the items that were in your shopping cart, and to track your first name. No personally identifiable information (other than your first name) is ever stored in a cookie. You can clear the cookies we place by either (a) using the internal settings in your web browser to clear cookies, or (b) clicking the "empty cart" button to remove the cart cookie and click "logout" to remove your first name cookie.

Security
We take every precaution to ensure that your information and credit card number is protected while you are on IrvingFarm.com. All credit card transactions are handled using SSL (Secure Socket Layer) encryption and Verisign to guarantee the security of your personal information. In addition, your online password adds another layer of security. When shopping on our site, you can also request that we do not save your credit card information. If you choose not to save your credit card number, we will not retain it for future use, and after your order is charged to your card (and shipped) it will be removed from our system entirely. In the highly unlikely case of fraud, notify your credit card provider or issuing bank and place a report. You are protected by regulations that cover credit card purchases and limit your liability to a maximum of $50 in charges.

If you prefer not to order online, please call us at 212 206 0707 to place your order.