Report damage or a delivery problem
Send a complete report for damaged packaging, print issues, or missing parcels.
Start with the order reference and the specific problem. Email support@roastify.app so support can review the order and applicable terms.
Damaged, defective, or misprinted items
Include the order number, affected product and quantity, and a short description of what is wrong. Photos of the product, print issue, and shipping box are helpful; they are not required to start a report.
Tell us whether the inner coffee bag is still sealed and undamaged. Replacement retail packaging is only appropriate when the coffee's inner bag is intact and only the outer packaging needs replacing.
Support reviews the remedy for the specific case. Depending on the issue, this may be a replacement, refund, or eligible replacement packaging. Report the issue promptly and check the terms that apply to your order.
Label created, but tracking has not moved
Open the carrier tracking link and note the date of its last update. If Label Created or Pre-Transit has remained unchanged for five or more days, send support the order number and tracking link.
Delayed in transit
For a USPS shipment, contact USPS first to ask whether the parcel can be located. Then send support the tracking link, latest scan, and any carrier case number or response. Say whether this was delivered to you or dropshipped to your customer.
Marked delivered, but not received
Check the delivery details, address, and any safe place or reception area. Report the missing parcel with the order number, tracking result, and delivery date. Delivered-but-missing cases need their own review.
Before paying for a replacement, confirm the next step with support. Do not create a duplicate order while the original outcome is uncertain.