For full article regarding our shipping and fulfillment schedule and return policy, please read this page

Shipping policy

As soon as an order is placed through our Slow Pour Supply portal, our small team immediately process your order to make sure this is delivered to you in a promptly manner. 

All ground and international orders are shipped from our Houston location within 1-3 business days after the order is placed unless otherwise noted on the website, using USPS, FedEx or UPS.

Expedited shipments including 2 day or 3 day select shipments, must be placed by 9 am Central Time to be processed on the same business day. If the order is placed after 9 am Central Time or on a holiday or weekend it will ship out the next business day.

US Federal Holidays do not count towards the shipping timeframe, please take this into consideration when placing your order.

Below are the carrier commitment for their delivery times. Slow Pour Supply is not responsible for third party carrier shipment delays. 

USPS First Class International -not insured

Using First Class Mail International, deliveries generally take between 7–21 days to arrive, although the USPS does not guarantee delivery dates or times. Mail may travel to its destination by ground, air or a combination of both.In some cases, International Orders using USPS First Class mail can take up to 6 weeks.

USPS Priority Mail International/ Express - insured

by carrierUSPS Priority Mail International on average takes 6 to 10 days business day to deliver. (Average number of days may vary based upon origin and destination.) It includes $200 merchandise insurance or $100 insurance for nonnegotiable documents; additional insurance can be purchased

UPS Worldwide Saver- insured

by carrierNext business day delivery to Canada and for documents to MexicoSecond business day delivery to Europe and Latin AmericaDelivery within two or three business days to Asia

Please note that returns will not be accepted for any International Shipping Services. Customers will be responsible for all incurred customs and duties.

We ship our products to the list of countries listed at check out. Customers will be responsible for all customs and duties for orders being shipped outside of the U.S.

United States

Our default shipping methods are USPS, UPS, and FedEx.

Canada

We use UPS Standard Ground or USPS First-Class Mail International depending on the delivery location. You can request your preferred carrier at checkout.

Puerto Rico

We use USPS for shipping orders to Puerto Rico regardless of box size.

International Orders

International orders are shipped using USPS or UPS. Please choose your carrier preference at check out.

After your order has been shipped, an automatically generated email will be sent to you via our shipping system. If you have not received this email or any other form of electronic communication within 2 days of your order being placed, please contact us to check that we have your correct email address on file.

Don't worry. Contact us immediately (within 4 hours of placing your order) so we can correct the address before we make the shipment.

If the address you provide is incomplete and if any parcels are returned to us, you will just need to contact us, provide the correct address and pay a small shipping fee. We will then redirect your package back to you. We want to make sure you receive your products!

However, we regret that we cannot be responsible for parcels lost ore returned due to incorrect or incomplete addresses. So please do doublecheck your information before you send in your order form.

All Ground orders are shipped within 1-3 business days after the order is placed, using USPS, UPS or FedEx to continental U.S. from our Houston location. Please expect delivery at least between 5-7 days for parcels shipped with USPS priority mail due to processing and distance.

Due to COVID-19, continental shipments might experience shipping delays from our carriers up to 1 week. Other shipments including international orders are also affected. 

Yes - we can expedite orders. You can request a faster shipping method at checkout. Please note that we do not have weekend shipments.

Any order placed after 9 a.m. Central Time on weekday mornings will not be picked up by our mail carrier the same day and will be shipped the next day. Any order placed during the weekend will be shipped the following business day.

Upon Delivery

Please use the info below for any damage claims and returns

Return Policy

Please read the below return policy carefully before placing your order or returning your items

Please check your items prior to usage. We cannot issue refund for used items. 

Cups and sipware are not returnable.

Due to COVID situation. We do not the return of drinkware and sipware. This is to further ensure all products under this category is sanitary and unused.

Return Process

Returns are accepted within 14 days of delivery, so please check your items immediately after they are received. Products are eligible for returns at the customer’s cost within 14 days of delivery. Due to our high inventory turnover, a return with an inbound shipment processed (RMA or tracking link time stamp) exceeding the aforementioned timeframe will cause a 15% restocking fee to be applied to compensate additional labor on inventory recount and system adjustments. 

Returned items must be unused and in original packaging. Any missing packaging, signs of wear and tear will void the credit policy and items will not be credited even if returned.

Upon request, we will issue a shipping label for you for your convenience. However, customers are responsible for the cost of all return shipments.

All return items must be packaged properly to avoid breakage. Customers will be responsible for the cost of breakage due to insufficient packaging.

Slow Pour Supply / Slow Pour Commerce reserve the right to make the final decision regarding the refunding process for all returned products.

PACKAGING TO RETURN YOUR ITEMS

Please in any case, do not use plastic bag mailers for returning any items. Please use mailer boxes to return the products.

Items arriving in bag style mailers will not be protected under our full return/ exchange policy. All return items must be packaged properly to avoid breakage. Customers will be responsible for the cost of breakage due to insufficient packaging.

INTERNATIONAL ORDERS

Please note that returns will not be accepted for any International Shipping Services. Customers will be responsible for all incurred customs and duties.

Warranty Policy

All pitchers come with a one month guarantee from the day of delivery. If an issue do occur (i.e. handle detach from body), we will provide a replacement. Simply send back your pitcher with all parts and the original packaging, as well as a copy of the printed receipt for exchange.

We will not provide exchange for pitcher due to scratches or dented from use.

We will not be able to provide replacement or exchange for any used products outside of our defect policy.

We offer 12 months limited parts and labor or manufacturer's replacement (Manufacturer's approval needed) on all Timemore products.

Please do not attempt to repair your own grinder, or take the grinder apart for cleaning without first notifying Slow Pour Supply, since this action will void the warranty. Please contact us for any issues regarding repair and functionality. Email us at support@slopwoursupply.co for a prompt reply. We are here to help.

We provide 18 months of limited warranty on parts and labor. Please see this page for kilo' warranty service information

We provide repairs as well as purchasing of original spare parts. Please visit Niche Zero Warranty Policy page for more information.

Product Quality

We stand by the quality of the products we distribute.

Unlike many dropship facilities, we ship our products directly from our SLOW POUR warehouse. This process is done by our team and each product is checked for quality and alignment.

Pitchers

Our pitcher alignment tolerance is 0-2mm. We do not ship any items that fall outside of this alignment target.

Breakable Products (Drippers, Brewers, Carafes)

Breakable products including glass, ceramic and porcelain products are also QC-ed prior to shipping to ensure they have no damage.

Autotampers, Grinders, Scales, and Dripper Stands

Autotampers, Grinders, Scales, and Dripper Stands are QC-ed by manufacture and an open box exterior check will be done prior to shipping to ensure they have no damage inside the packaging.

Product Care

How should I take care of my product?

PITCHERS and KETTLES
Pitchers and kettles are not dishwasher or stovetop safe. Please avoid getting water on the wooden parts.

Also, please note that with use there comes natural wear and tear. However, you can extend your product’s durability by following the steps listed below:

To clean your product, use warm water and a small amount of dish soap, and air dry or wipe with a towel. It is recommended that you rinse and wipe the item dry after every use.

STTOKE Cups

STTOKE cups are double-walled and are not suitable for the extreme drying heat generated by dishwashers. We recommend handwashing your STTOKE cups after use.

ORIGAMI DRIPPERS

Origami Drippers are made using high-density porcelain clay fired at 1300ºC for 12 hours and are very durable and have heat-bearing properties. However, the wooden dripper holders are not dishwasher safe and should avoid prolonged contact with water. Resin (AS) Dripper is made with food safe thermal-resistant materials and is dishwasher safe.

APRIL BREWERS

April Brewers, April saucer and cup set are made using ceramic clay and are dishwasher safe.

TIMEMORE PRODUCTS

Scales, manual grinders and dripper stands are not water safe and should not be washed or submerged in water. Please use a slightly moist microfiber to remove any stains on dripper stands and scales. Please use a cleaning brush (provided with product) or a micro tip of a vacuum cleaner to remove grinds. Please do not detach grinder parts for cleaning by yourself without prior written acknowledgement from Slow Pour Supply or Timemore.

Timemore carafes, cups, servers, French presses are diswasher safe products.

AUTOTAMPERS - all parts of the kilo' Autotamper are not dishwasher safe. Tamping base can be magnetically removed and wiped down. Submerging tamper base in water will result in moisture build up between parts. Water or moister found inside the Autotamper will automatically void the warranty for the kilo' Autotamper.

WPM Tamping Mats are diswasher safe

Returns and exchanges

Please allow up to 14 days to process refund / exchange.

Please check your items prior to usage. We cannot issue refund for used items. This is to guarantee all products shipped from the SLOW POUR warehouse are in unused conditions.

Conditions eligible for refund

Under the following conditions that items can be refunded and/or returned:

1/ Wrong item was shipped

2/ Physical fault in product and reported within 10 days in unused condition

3/ Item was out of stock

Damage to items due to wear and tear is not eligible for refund.

Return are accepted within 14 days of delivery, so please check your pitchers immediately after they are received. Only unused items with all original packaging will be accepted. We will issue a shipping label for your convenience; however, customers are responsible for the shipping cost of all returns.

Returned items must be unused and in original packaging. Any signs of wear and tear will void the credit policy and items will not be credited.

Kindly return the item with all original packaging, and for breakable items (e.g. the ORIGAMI line), use the original bubble wrap to keep it padded for transport. If the original mailer box (Brown mailer box) is damaged, please place items in its branded box, and use a mailer that is large enough to include at least 1 inch soft material padding to protect the item.

Please in any case, do not use plastic bag mailers for any return items. Items arriving in plastic mailers will not be protected under our full return/ exchange policy.

Credit/ Exchange will be issued/ processed after returned items are inspected and are found to be in unused and in perfect condition.

Credit: A refund for the cost of the product will be credited back to your payment method. Please allow up to 14 days to process the refund.

Damaged During Shipping Process

As much as we'd love to have our own shipping fleet, SLOW POUR still depends on third-party carriers to bring our products to you! For this reason, please read the following policy if any products are received in a damaged condition.

We are sorry to hear that your order was damaged during the shipping process. We will work with you to make this a simple process for getting a replacement shipped to you.

We are always disappointed in the rare instances when we hear about a damaged package. We hope this information below can assist you in your claims process:

Here are some links to provide you with resources you need:

UPS Damage Claim

USPS Damage Claim

FedEx Damage Claim

To make this process easier, please send an email to support@slowpoursupply.co for assistance.

Prior to processing a replacement to be shipped to you, we will need a number of photos to assist with filing a claim against the carrier. 

Any claims made regarding damaged product against the carrier will need to be filed as a collaborative effort between you and Slow Pour Supply. We will need photos from you to make this process effective. 

Photos for filing a replacement order claim:

Please prepare to provide the following 7 photos (par carrier claim standard), sent along with the order number to support@slowpoursupply.co with subject title "Damaged shipment #____________ " 

SLOW POUR SUPPLY will be able to provide digital receipts for proof of cost to make this claim process easier for you.

1. Damaged merchandise inside the box displayed as it arrived to you.

2. Packaging material used (bubble wrap, styrofoam, etc.)

3. Damaged item outside of the box.A close-up of the shipping label with tracking number.If available, a close-up of the box manufacturer's certificate (BMC).

4. One photo displaying the top and 2 sides.

5. One photo displaying the bottom and the opposite sides.

To make this process easier, please send an email to support@slowpoursupply.co for assistance.