Contact & Support
We Are Here. Reach Out Anytime.
We are a small, founder-led company. When you contact us, you are not reaching a call center or a ticketing system. You are reaching the people who source the coffee, oversee the roasting, and care deeply about whether what arrived at your door was worth your morning.
We take every message seriously. We respond personally. And if something is not right, we will make it right — that is not a policy, it is a commitment.
Here is how to reach us and what to include to help us help you as quickly as possible.
Contact Form
The fastest way to reach us is through our Contact page. Fill out the form with your name, email address, order number if applicable, and a brief description of what you need. We respond to all messages within 1 to 2 business days — usually sooner.
When you write to us, please include:
- Your full name and the email address used to place your order
- Your order number (found in your confirmation email)
- A brief description of your question or concern
- Any photos if your question involves a product issue
The more context you give us, the faster we can help.
Customer Support
Here is what we can help you with and what to expect:
Response time: We respond to all inquiries within 1 to 2 business days. During high-volume periods (holidays, new product launches), it may take slightly longer — but we will always get back to you.
Hours: We are a small team. We read and respond to messages Monday through Friday. Messages received over the weekend are answered first thing Monday morning.
What we can help with:
- Questions about our coffees and teas — flavor profiles, roast levels, brewing recommendations
- Help choosing the right product for your taste or brewing setup
- Account and subscription questions
- Shipping and delivery questions
- Returns, exchanges, and product issues
- Wholesale and partnership inquiries
- General feedback and suggestions
Our guarantee: If your order arrives damaged, incorrect, or not what you expected, we will make it right. No lengthy process, no arguing. Just tell us what happened and we will fix it.
Order Questions
Here are answers to the questions we hear most often about orders:
Where is my order?
Once your order ships, you will receive a confirmation email with a tracking number. Use that number to track your package directly with the carrier. If you did not receive a tracking email, check your spam folder first — then reach out and we will look it up for you.
How long does shipping take?
We roast to order, which means your coffee ships within 1 to 3 business days of your order being placed. Standard shipping typically takes 3 to 7 business days after that, depending on your location. Expedited options are available at checkout.
My order arrived damaged or incorrect.
We are sorry. Please reach out through our Contact page with your order number and a photo of the issue. We will send a replacement or issue a refund — your choice.
Can I change or cancel my order?
We process orders quickly. If you need to make a change, contact us as soon as possible after placing your order. We will do our best to accommodate changes before the order ships, but we cannot guarantee it once roasting has begun.
Do you offer returns?
Because coffee is a perishable product, we do not accept returns. However, if you are unhappy with your order for any reason, please reach out. We stand behind what we sell and we will work with you to make it right.
I have a subscription. How do I manage it?
Log into your account to manage your subscription — pause, skip, change frequency, or cancel. If you have trouble accessing your account, reach out and we will help you directly.
Wholesale Inquiries
If you are interested in carrying Milestone coffee in your store, serving it in your office or church, or discussing a bulk ordering arrangement, we would love to hear from you.
Please reach out through our Contact page and include the following:
- Your name and organization
- The type of partnership you are interested in (retail wholesale, office program, church program, bulk ordering)
- Your estimated monthly volume
- Any questions you have about our products or program
We respond to all wholesale inquiries within 2 business days. For more information about our wholesale program before reaching out, visit our Wholesale and Partnerships page.
A Note from the Founder
I want to say something directly: we take customer service seriously not because a business consultant told us to, but because we believe it is the right way to treat people.
Every person who reaches out to us trusted us with their money and their morning. That trust is not something we take lightly. When something goes wrong — and occasionally things do go wrong, because we are human and imperfect — the way we respond to it says more about who we are than anything we could put on a marketing page.
We are a faith-aligned brand. That means we try to operate the way we would want to be treated: with honesty, with promptness, and with genuine care for the outcome. Not just the transaction — the relationship.
If you have reached out to us and felt like you were not heard, please try again. We want to get it right.
And if you have had a great experience with us — if a coffee arrived and it was exactly what you hoped for, or if someone on our team helped you find the right thing — we would love to hear that too. It matters more than you know.
Thank you for being part of Milestone. We are glad you are here.
Founder, Milestone Brewed Coffee