FAQs – Fellow Coffee Shop
Fellow Coffee Shop is an independent online retailer of genuine Fellow® products. We are not affiliated with, authorized by, or sponsored by Fellow Products Inc.
Orders
Q: How do I track my order?
A: You will receive a shipping confirmation email with a tracking number once your order has been shipped. You can also track your order through the “Track Order” link in our website footer.
Q: Can I cancel or change my order after it’s been placed?
A: We process orders quickly to get them to you as fast as possible. If you need to cancel or make changes, please contact us immediately at [email protected]. Once an order has been processed or shipped, we may not be able to make changes.
Q: Why was my order canceled?
A: Orders may be canceled due to payment authorization issues, address verification problems, or product availability. If your order is canceled, you will receive a notification and a full refund will be issued to your original payment method.
Payment & Billing
Q: What payment methods do you accept?
A: We accept major credit cards (Visa, MasterCard, American Express, Discover), as well as Shop Pay, PayPal, and other digital wallets displayed at checkout.
Q: When will my credit card be charged?
A: Your payment method will be charged at the time your order is placed.
Q: I was charged but didn’t receive an order confirmation. What should I do?
A: Please check your spam or junk folder. If you still don’t see a confirmation email, contact us at [email protected] with your order details and we will assist you.
Shipping
Q: How long does it take to process my order?
A: Orders are typically processed within 1–2 business days (Monday through Friday). During holidays, sales events, or high-volume periods, processing times may vary.
Q: How long does shipping take?
A: Once your order has shipped:
| Region | Delivery Time |
|---|---|
| United States | 3–7 business days |
| Canada | 5–10 business days |
Please note that delivery times are estimates and not guaranteed.
Q: How much does shipping cost?
A: All orders ship free to the United States and Canada — no minimum purchase required. No hidden fees, no surprises.
Note for Canadian orders: Customs duties, taxes, or additional fees may apply upon delivery and are the responsibility of the customer.
Q: Do you ship to my country?
A: We currently ship to the United States and Canada. We do not ship to other international destinations at this time.
Q: What should I do if my package is lost or delayed?
A: If your package is delayed, please check the tracking information first. If your package has not arrived within the estimated delivery window, contact the carrier with your tracking number. If you need further assistance, email us at [email protected]. We are not responsible for delays caused by customs, weather, or carrier issues.
Q: What if my package is returned to sender?
A: If a package is undeliverable and returned to us, we will refund the order once it is received and processed at our shipping hub.
Products
Q: Are Fellow products authentic?
A: Yes. We sell only 100% genuine Fellow® products. We do not sell counterfeit or imitation products.
Q: What is the difference between Fellow Stagg EKG and Stagg EKG Pro?
A: The Stagg EKG Pro offers advanced features like a built‑in brew timer, customizable temperature presets, and a more precise heating element for even better temperature stability. Both models feature Fellow’s signature precision pour spout for excellent flow control.
Q: How do I clean my Fellow kettle?
A: Descale your Stagg EKG regularly using a commercial descaling solution or a mixture of equal parts water and white vinegar. Fill the kettle to the max line, bring to a boil, and let it sit for 10–15 minutes. Rinse thoroughly with fresh water. Always consult your user manual for specific instructions.
Q: Where can I find the user manual?
A: You can find user manuals on our [Manuals & Guides] page or on the official Fellow website.
Q: What grind size should I use for pour-over?
A: For pour-over brewing methods (like Chemex or V60), a medium‑fine grind is generally recommended. The exact setting will vary depending on your grinder. We recommend starting with a medium setting and adjusting to taste.
Returns & Refunds
Q: What is your return policy?
A: We accept returns within 30 days of delivery for new, unused items in their original packaging. Please contact us at [email protected] to initiate a return. Return shipping costs are the responsibility of the customer unless the return is due to our error.
Q: Can I return opened or used products?
A: Opened or used products can only be returned if they are defective. Please contact us immediately if you receive a damaged or defective item.
Q: My item arrived damaged or defective. What should I do?
A: Please contact us within 5 days of delivery at [email protected] with your order number and clear photos of the damage. We will arrange a replacement or full refund at no cost to you.
Q: When will I receive my refund?
A: Once we receive and inspect your return, we will process your refund within 5–7 business days. Please allow 2–4 weeks for the refund to appear in your account — this includes our processing time and the additional time required by your bank or credit card company to post the refund to your account.
Account
Q: Do I need to create an account to place an order?
A: No, you can check out as a guest. However, creating an account allows you to save your shipping information, track orders, and access your order history more easily.
Q: How do I reset my password?
A: Click the “Forgot Password” link on the login page and follow the instructions. If you need further assistance, contact us at [email protected].
Q: How do I delete my account?
A: If you wish to delete your account, please email us at [email protected] and we will assist you.
Still Have Questions?
We’re here to help — just reach out.
Email: [email protected]
Phone: (302) 352‑9570
Hours: Monday – Friday, 9:00 AM – 5:00 PM ET
Fellow Coffee Shop – Independent retailer of genuine Fellow® products.
Fellow Coffee Shop is an independent online retailer of genuine Fellow® products and is NOT affiliated with, authorized by, endorsed by, or sponsored by Fellow Products Inc. Fellow® is a registered trademark. All product names, logos, and brands are property of their respective owners.