Frequently Asked Questions

  1. How do I track an order?
    1. When we ship out your package, an automatic email will be sent to the email address that you provided when placing the order. Inside this email, you will find a clickable tracking number that will tell you exactly where your package is.
    2. If you are having trouble viewing this information, feel free to contact us at customerservice@palehorsecoffee.com  
  2. Do you ship to military and diplomatic addresses?
    1. Yes. We ship to APO, FPO & DPO.
    2. Be sure to enter the country as United States, the city as APO or FPO, the state as Armed Forces Europe (AE), Armed Forces Pacific (AP), or Armed Forces America (AA), and the correct zip code.
    3. The tracking information will only tell you when the order gets to the government facility.
  3. What if I made a mistake when I placed my order?
    1. If you have ordered from us before, you know that we ship very fast so please contact us as quickly as possible.
    2. Call 757-410-5399 or email customerservice@palehorsecoffee.com and we will help get the order changed if it has not left our facility yet.
  4. Do you offer returns, exchanges, or both?
    1. For apparel, we offer a 30-day return policy. You can return for exchange, store credit, or a refund.
    2. For items received that are damaged, please contact us at customerservice@palehorsecoffee.com so we can make it right for you. Pictures are always welcome as it may require us to take up the issue with our postal services.
  5. What if my package was never received?
    1. If the postal carrier loses your package, we will send another one immediately and take the issue up with the carrier.
    2. It is unfortunate, but sometimes packages are stolen from mailboxes and porches. We highly recommend everyone take steps to protect themselves. P.O. Boxes are the safest way, but you can also deter with porch cameras. In any event, if the postal carrier has successfully delivered your package, there is nothing that can be done by either the carrier or Pale Horse Coffee if the package is stolen. We recommend contacting the Postmaster and filing a report with your local police department (that is where those porch cameras come in great!)