Refund policy

1. Our 30-Day Satisfaction Guarantee

At Zivo Coffee, we stand behind our products. If you are not completely satisfied with your purchase, you may return eligible items within 30 days of the delivery date for a full refund or store credit — your choice.

We want to make this as straightforward as possible. If something is not right, contact us at info@zivocoffee.com and we will make it right.

2. Return Eligibility

2.1 Eligible for Return

The following items are eligible for return within 30 days of delivery:

Unopened protein coffee powder or protein refresher in original, sealed packaging
Unopened accessories (mixers, cups, spoons) in original packaging
Items that arrived damaged, defective, or incorrect

2.2 Not Eligible for Return

The following items cannot be returned:

Opened or partially used supplement products (protein coffee, clear whey) — for hygiene and safety reasons, we are unable to accept returns on any opened food or supplement products
Items returned more than 30 days after the delivery date
Items not in their original condition or packaging (unless defective)
Final sale or promotional items marked as non-returnable at the time of purchase
Subscription orders that have already been processed and shipped

3. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or you received the wrong item, we will resolve it at no cost to you. Please contact us within 7 days of delivery at info@zivocoffee.com with:

Your order number
A description of the issue
Photos of the damaged or incorrect item and packaging

We will either send a replacement or issue a full refund, depending on your preference and product availability.

4. How to Initiate a Return

To start a return, please follow these steps:

Step 1: Email us at info@zivocoffee.com with your order number and reason for return
Step 2: We will review your request and respond within 2 business days
Step 3: If approved, we will provide you with return instructions and the return address
Step 4: Ship the item back in its original packaging. You are responsible for return shipping costs unless the item is defective or incorrect
Step 5: Once we receive and inspect the item, we will process your refund or store credit within 14 business days

Please do not send items back without first contacting us — unrequested returns cannot be processed.

5. Refunds

5.1 Refund Options

Once your return is approved and received, you may choose between:

Full refund to your original payment method (credit card or PayPal)
Store credit (gift card) for the full purchase amount, which never expires

5.2 Refund Processing Time

Refunds are processed within 14 days of receiving your returned item. Once processed:

Credit/debit card refunds: may take an additional 3-5 business days to appear on your statement, depending on your bank
PayPal refunds: typically appear within 3-5 business days
Store credit: issued immediately upon approval

5.3 Original Shipping Costs

Original shipping charges are non-refundable unless the return is due to our error (damaged, defective, or incorrect item).

6. Subscription Orders

Because subscription orders are processed and shipped automatically, we are unable to cancel or refund a subscription order once it has been dispatched. To avoid unwanted charges, please ensure you cancel or modify your subscription at least 3 days before your next scheduled order date. For return eligibility on subscription items, the same rules above apply.

7. Contact Us

For any questions about returns or refunds, please reach out to us:

Email: info@zivocoffee.com

Website: www.zivocoffee.com

We aim to respond to all inquiries within 2 business days.

SHIPPING POLICY

Zivo Coffee

Last Updated: May 24, 2025

1. Where We Ship

Zivo Coffee ships worldwide. We offer free shipping to the United States and Canada. For all other countries, shipping rates are calculated at checkout based on your location and order weight.

2. Shipping Rates

2.1 United States

Free standard shipping on all orders. No minimum order value required.

2.2 Canada

Free standard shipping on all orders. Please note that duties, customs fees, and any applicable import taxes are the responsibility of the customer and are not included in your order total. These fees are determined by Canadian customs authorities and are outside our control.

2.3 International Orders

For orders shipped outside the United States and Canada, shipping costs are calculated at checkout based on your delivery address and the weight of your order. All applicable duties, customs fees, and import taxes are the sole responsibility of the customer. We recommend checking your country's import regulations before placing an order.

3. Processing Time

All orders are processed within 1-2 business days of being placed (Monday through Friday, excluding public holidays). Orders placed on weekends or holidays will be processed the next business day. You will receive a shipping confirmation email with a tracking number once your order has been dispatched.

4. Estimated Delivery Times

Delivery times are estimates and begin from the date your order is shipped, not the date it is placed:

United States: 2-5 business days
Canada: 5-10 business days
International: delivery times vary by destination and cannot be guaranteed. Delays may occur due to customs processing, local carrier conditions, or other factors outside our control

Delivery times may also be longer during peak seasons (e.g., holidays) or due to unforeseen carrier disruptions.

5. Order Tracking

Once your order has shipped, you will receive a confirmation email with your tracking number. You can use this to track your order on the carrier's website. Tracking availability for international orders may vary by destination country.

If you have not received a shipping confirmation within 3 days of placing your order, please contact us at info@zivocoffee.com.

6. Customs and Import Duties

For orders shipped to Canada or internationally, the recipient is responsible for all customs duties, import taxes, and any fees charged by local authorities. Zivo Coffee has no control over these charges and cannot predict their amount. Orders are not eligible for a refund if refused due to customs fees or import restrictions.

If you are unsure about the import regulations in your country, we recommend contacting your local customs office before placing an order.

7. Lost or Stolen Packages

Zivo Coffee is not responsible for packages that are lost or stolen after delivery confirmation. If your tracking shows your package was delivered but you have not received it, we recommend:

Checking with neighbors or other household members
Checking around your property for alternative delivery locations
Contacting the shipping carrier directly with your tracking number

If the package cannot be located after taking these steps, please contact us at info@zivocoffee.com and we will do our best to assist you.

8. Incorrect Shipping Address

Please ensure your shipping address is correct at checkout. Zivo Coffee is not responsible for orders shipped to an incorrect address provided by the customer. If you notice an error, contact us immediately at info@zivocoffee.com. We will do our best to update the address before dispatch, but cannot guarantee changes once an order has been processed.

9. Subscription Shipping

Subscription orders follow the same shipping rates and estimated delivery times as standard orders. Your subscription will ship automatically on your scheduled billing date, and you will receive a shipping confirmation email with tracking details for each dispatch.

10. Contact Us

If you have any questions about your shipment, please contact us: