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Help & FAQ

Buying Coffee

What are the differences between your coffees?

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Ally Open offers three tiers of coffee: our Core Coffees are smallholder-grown community lots delivering the best regional cup characteristics year round; our Microlots are differentiated by their unique profiles or processing methods and available seasonally dependent on harvest; and our Reserve Lots showcase highly unique, limited availability lots. Core and Microlot coffees are sold and shipped in 50lb boxes, while Reserve coffees are sold and shipped in 25lb boxes.  

How do I know which coffee to buy?

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Each coffee has its own profile page where we share relevant information about the farm, production process, and general tasting notes to assist you in choosing a coffee that will best fit your needs. We also offer green samples of our current in-stock offerings, as well as roasted samples for clients who do not have access to a sample roaster. If you are still unsure which coffees are right for your business, reach out to us! We’d love to talk and help you find the perfect offering for your customers. 

How do I get samples of your offerings?

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Reach out to us through the form on our contact page!

We offer either green samples (200 g) or roasted samples (100 g) of our offerings. 

- Core Coffee and Microlot green samples: costs vary--we will inform you after receiving your request.

- Reserve Lot green samples: $15/sample

- Core Coffee and Microlot roasted samples: $10 for single sample, $2 for each additional sample

- Reserve Lot roasted samples: $15/sample 

Above fees are flat rates including shipping. After receiving your request, we will issue an invoice to be paid by credit card through your Ally Open account.

Once we have received your payment for your sample request, sample(s) will ship within one business day. All samples are shipped via USPS 2-Day Priority mail. We will provide a tracking number for your shipment. For roasted samples, please allow an additional business day for processing and shipping. 

Please note the maximum number of samples we will ship at a time is four in total. We issue samples based on availability, and reserve the right to decline sample requests at our discretion.

How do I buy coffee using Ally Open?

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 Add coffees to your cart and complete payment! All purchases on Ally Open are finalized at the point of sale, just like any other e-commerce site. Coffee orders must be paid in full via credit card at the time of purchase. We sell B2B (business-to-business); completing a purchase through our website indicates that you agree to our terms of service and that you are responsible for the appropriate sales and use tax for your company.

How is Ally Open different from traditional green coffee purchasing?

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Traditional green coffee purchasing involves contracts for full bags of green coffee that require storage, either at your facility or in a warehouse. Ally Open, on the other hand, sells green coffee in 50lb and 25lb boxes for ease of use, storage, and to minimize warehousing costs for you. There are no contracts because as soon as you purchase the coffee it ships to you; no need to worry about your position or how many bags you have on contract at any given time. 

Upon placing your online order, you will receive an email notification once your order has been received and a second email notification with tracking information once your coffee leaves our Greenville, SC facility. 

Are you able to offer terms on Ally Open?

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Ally Open does not offer payment terms on our products. Coffee must be paid for in full via credit card at the time of sale, at which point we begin fulfilling your order right away.

Are there any minimums to my coffee orders?

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We want to make purchasing great coffee as easy as possible, so we have no minimums for online purchases. Order as many boxes as is right for you and your company!

Shipping

Where do you ship coffee?

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Ally Open ships coffee to the 48 continental United States.

How are your coffees packaged and shipped?

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All Ally Open coffees are packed in zip-sealed GrainPro bags, packaged inside of double-core boxes. We ship through UPS with options of Ground, Three Day Select, Two-Day, and Next Day Air. 

Ally Open coffee box dimensions are:

25lb: 10" L x 7.5" W x 14.5" H

50lb: 14" L x 7.5" W x 20" H

How long after my order will my coffee arrive?

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Orders received before 2pm Eastern Time, Monday through Friday, will be shipped the same day. Orders received after this time will be shipped the next business day. We will send UPS tracking once the order is processed for shipment, allowing you to see the expected arrival date at your facility.

Ground shipping time for UPS averages between 2-5 days. Expedited shipping options of Three Day Select, Two-Day, and Next Day Air are also available. 

Do you offer local pick-up for my order?

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Yes! Local pick-up is available at our Greenville, SC facility by appointment only. To pick-up your order at our facility, please select the local pick-up option at checkout and we will reach out to you to schedule a pick-up appointment. 

Does Ally Open ship to residential addresses?

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Ally Open can arrange shipment to residential addresses, but be aware that all shipments to residential addresses may be subject to additional UPS home delivery fees. Please note that we are a B2B (business-to-business) vendor and you are responsible for any sales and use tax for your location.

Learning

What kinds of learning courses are available?

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Ally Open is committed to offering knowledge, inspiration, and guidance through accessible learning opportunities for everyone in the coffee industry. We offer courses related to coffee roasting, food safety, sensory evaluation, cafe management, and industry leadership for coffee professionals at all stages of their careers.

Do I have to come to your facility to take these classes?

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While some courses do require an in-person, hands-on component, many of our courses are fully online and designed to be completed on your own time at your own pace. Our curriculum of coffee learning is tailored to suit your schedule, with web-based classes accessible from anywhere with an internet connection.   

What are the differences between the two online course platforms?

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We provide courses through two platforms: Hotmart and Pathwright. The platform will be specified in each course’s description.

We use Hotmart, a digital learning platform, for fully online courses with video tutorial components. You will be redirected to Hotmart to complete course payment and registration. You will also receive course access communications directly from Hotmart.

We use the Pathwright learning platform (PACE: Platform for Ally Coffee E-Learning) for the online component of blended learning courses as well as for registration for CQI classes and workshops at our Greenville location. These courses are purchased directly through the Ally Open website by adding them to your cart. Upon completing your transaction, you will receive an email shortly after with instructions to access the information and coursework within PACE.

I’m having trouble accessing my class materials. What should I do?

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Once you’ve completed your learning course purchase directly through Ally Open, you will receive an invitation to access the course materials through the PACE learning program. Check your spam folders to make sure the invitation didn’t go there! 

Please contact our Director of Learning, Ildi Revi, at ildi@allycoffee.com if you have further questions about accessing the learning courses you have purchased.

Issues

What do I do if the coffee I once ordered is out of stock?

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Our coffees are sold on a first-come first-served basis and as such we are unable to accommodate requests for an out-of-stock coffee. Coffee crops vary from harvest to harvest, meaning lots of chances to try new things. We source from many of the same farms each season, so we often have additional offerings from the same farm, but there may be slight variations in processing, variety, or cup profile.

Can I change my order once I’ve placed it?

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Please contact us immediately if you need to make any changes to your order. We process orders as quickly as possible, so your order might already be on its way to you! If your coffee has already shipped, you may be subject to return shipping and restocking fees.

The coffee I ordered is not up to quality. Can I return it?

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All coffee sold through Ally Open is evaluated at multiple stages in the supply chain. If you are concerned about a coffee’s quality, we encourage you to order a sample before buying from Ally Open. Once you have received the coffee and opened your box, we are unable to accept returns. Unopened boxes may be returned within 7 business days of delivery for store credit. You are responsible for return shipping fees. Returned products are subject to a $20 restocking fee.

My coffee arrived and it’s damaged. What do I need to do?

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While we hope that every order arrives in pristine condition,we know that nothing in this world is perfect. Once the coffee leaves our facility, it is handled by UPS and they are responsible for damaged products. Orders that go beyond cosmetic damages, such as damaged green coffee, may be eligible to file a claim with UPS. If your order arrives in less than appropriate condition, please contact us as soon as possible with as much detailed documentation as you can provide, including photos of the damage. We will be happy to help you facilitate damage claims with the carrier to work towards a solution.

What is your return policy?

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Unopened boxes may be returned within 7 business days of delivery for store credit. You are responsible for return shipping fees. Returned products are subject to a $20 restocking fee.

Not finding what you need?

For any issues or questions that we haven’t covered in our FAQ,
please feel free to contact us for clarification.

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