Policies & FAQs

The Products

Do you have coffee subscriptions?

We do! You can find them in our online store.

Do you offer gift cards?

Yup! You can find gift cards for sale in our online store.

I’m not sure what I want, do you have samples?

We do not, but if you’re in the Denver area, please swing by one of our shops to try our coffee.

I bought a coffee from you a little bit ago, but now I don’t see it. When will it be back in stock?

Here at Novo, we are primarily a single-origin coffee company, and we purchase our green coffee seasonally. Just like most other fruits, coffee has two distinct growing seasons, one for the northern hemisphere and one for the southern. If there is a coffee you’ve had in the past and you can’t find it, there’s a good chance it’s currently out of season. Shoot us an email at sales@novocofee.com, and we can get you more information and give you some recommendations. 

Fulfillment & Shipping

Can I make changes to an order I’ve already placed?

You can! Just shoot us an email at orders@novocoffee.com

I want to order a gift. Do you gift wrap or include a special note?

Absolutely, please just leave us a note during checkout.

When will my order go out?

Orders typically ship out the next business day.

What are the shipping options and how much do they cost?

We ship via USPS and UPS. Cost of shipping is dependent on which provider you select, the package weight, the speed of shipment, and the distance to travel. 

Do you offer free shipping?

Yes, we offer free shipping for orders that are $50 or more.

Do you offer local pick-up?

We do! You can pick up your order at our roastery, located at 3008 Larimer Street. You can also pick up at any of our stores. Please leave us a note if you choose this option. We will email you when your order is ready for pickup. Pick-up orders are usually ready the following business day.

I chose Local Pick-up accidentally. How can I change my shipping method?

Email orders@novocoffee.com and we’ll send you a separate invoice for shipping unless you qualify for free shipping. Once that has been paid, we will ship out your order.

Do you ship internationally?

We currently do not ship internationally through our online shop. Email orders@novocoffee.com, and we can create a manual order to an international address.


Do you charge sales tax?

Sales tax is charged on all non-coffee products.

What methods of payment do you accept?

We accept Visa, MasterCard, Maestro, American Express, JCB, Discover, Diners Club, Union Pay, Google Pay, and Apple Pay.

Return Policy

What is your return policy?

Coffee is a perishable item and roasted to order, so unfortunately we are not able to accept returns on any of our coffees. However, if you are dissatisfied with your order, have questions on how to brew our coffee, or have concerns about the quality, please reach out via email at sales@novocoffee.com.

What do I do if I never received my order?

If you did not receive your order, please reach out to us at orders@novocoffee.com. Please provide us with your order number, and we’ll resolve the issue as quickly as possible.

What if my order was wrong or arrived damaged?

If we goofed up your order, please know that we are very sorry. It’s all human beings here at Novo, and we do sometimes make mistakes. Please reach out to us at orders@novocoffee.com as soon as possible, and we’ll do our best to make it right. 

If your order arrived damaged, email us at orders@novocoffee.com with a couple of photos of the damaged box and product, and we’ll try to make it right.