Returns & Exchanges
We will gladly accept returns for unused products within 30 days of purchase or receipt. If it’s a gift and you’re not sure when it was purchased, don’t stress. Just reach out and let us know who purchased it for you and we can track down the order.
Note: We cannot provide return labels for orders shipped outside of the United States. International customers are responsible for the cost of return shipping.
Customers are responsible for all shipping costs unless the item is deemed defective by Fellow and a return label is provided. Returned product should be unused and undamaged. Returned product that is used or damaged will be subject to a 15% restocking and shipping fee, calculated from the price paid by the customer at time of purchase.
To process a return or exchange, please submit a request or email us at firstname.lastname@example.org and our customer service team will help you proceed. You can also bring your product in to the Fellow Store + Playground located at 820 Valencia St, San Francisco, CA 94110. For returns, refunds are processed to the original payment method and can take up to 1-2 weeks to reflect on your end. For exchanges, store credit to our site can be provided.
For personalized products (e.g. personalized Carter mugs), we do not offer returns or exchanges except in the case of a misprint or defect. If there is a misprint or defect with your order, please contact us at email@example.com within 30 days of your purchase.
Coffee is perishable and our whole beans are roasted to order, so we're unable to accept returns on coffee. But don't worry—we're here to help! If there was an error with your order, please contact us at firstname.lastname@example.org within 30 days of your purchase. If you’re dissatisfied with your coffee, our expert team will help you track down your soon-to-be favorites.
Before contacting us regarding a replacement, please view our page on product warranties. If you have any concerns or issues with your purchase, let us know. We’d be more than happy to help to be sure you’re reaching your maximum brewing potential. We play with kettles, glassware, and drippers all day — we’re more than familiar with what can go wrong and how to get you back on track.
For product issues, you can submit a request here and our customer service rep will respond shortly. Please include photos or videos, if possible. A step-by-step breakdown of the specific issue you’re experiencing will expedite the troubleshooting process on our end. For general product questions, contact customer service via email@example.com.