ABOUT THE BRAND

Why the dickens did you call it Gator?

Alligators are among the most successful animals on earth, they have been here for around 35 million years. We wanted to transmit to our customers the feeling that our products are of such quality they can be functional after many years of use. You can be sure you can walk into your kitchen in 50 years, look at your gator and think: “Wow this is a fossil to my kitchen, just like rel gators”. Gators are also interesting and powerful animals and when we say powerful we wouldn’t just write down “Coffee-Lion” that would be boring and predictable (although we love lions too).

SHIPPING AND DELIVERY INFO

Where do you deliver?

At the moment we ship to USA, UK, DE, FR, ES, PT, IT

When is my order shipped?

It's shipped right away after you place an order, and gets delivered within 3-7 days depending on your location

How much does shipping cost

Our standard shipping costs are $5.95 for domestic US orders and $8.95 for international orders. However, we offer free shipping for all domestic and international orders worth $75 and up.

My email address has changed. How do I update this information to my current account?

You should contact the Customer Support team where our agents will change the address manually into our system.

I want to change my delivery address. How do I do that?

Unfortunately it is not possile to change your delivery address of an already shipped order. You should contact CS team and they will further assist you in case there are mistakes with the shipping address. If it is needed to just change it in the account then please log in into our website and go to Account details>View Addresses>Edit/Add new address.

How do I cancel my order?

You should contact our Customer Support team immediately. If the order has been shipped already you should return the item and assume the shipping costs, you'd be refunded the value of the item. If your product has not been shipped you'd be refunded all your money back

Tracking/Where is my package?

From the moement on you place your order till the moment on your order is dispatched, you would not have a tracking number. This can take up to a couple of hours after which you can contact our CS team if you have not recieved any notification with your tracking number.

How long does it take for my Coffee Gator to get here?

This depends on the market and the shipping service you select. Please have alook above for detailed information on shipping options and prices.

Do you accept ordered shipping to APO/FPO/DPO OR PO BOX addresses?

It is possible to do so although from time to time such shipments get returned. We recomend to get certified shipping and if possible shipping insurance.

RETURNS, REFUNDS AND EXCHANGES:

What's your return policy?

Our policy lasts 30 days. If 30 days have gone by since your purchase we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. More about our returns policy by clicking "here"

I want to return my purchase! What do I do?

You should contact our customer support service at [email protected] and provide your order ID and briefly explain the reasons for returning. Then you'd get a return label you should paste to the shipping box in order to return the item.

I would like to return a gift that was sent to me. How do I do that?

The procedure is similar to the normal returning of items. You must provide the order ID of the purchase, should be asked by the person who made the present to you.

Can I exchange my order instead of returning it?

This is possible as long as the order is not fulfilled in our system yet. If it has not yet, contact our Customer Support team immediately so they can manually modify your order at will. In case the order has been already shipped. the solutions would be for you to return the item, get refunded and place a new order with the desired items.

I want to check my order's whereabouts. Where can I find it?

In case you have not recieved a notification with the tracking number, you can contact our CS team to provide this information.

I purchased on Amazon and I'd like to return it.

GENERAL

How can I write a review on a product?

Go to the page of the product you would like to write the review, scroll down to the Review section, click on write a review and fill in the information.

How do I unsubscribe from any of your mailing lists?

If you do not see the option to unsubscribe from our mailing list in the last e-mail you got from us, please contact our customer support team to proceed manually.

How do I use my Coupon Code?

When you advance until the checkout page in the purchasing process you will see the discount box. Please write down your code to redeem it.

I am using my mobile phone and I do not see the code box

Please click on "Show order summary" in the first page of the checkout and the discount code box will display.

My Coupon Code is not working. What should I so?

Please check the conditions of the discount code you are trying to apply, e.g. propper product (item, color, size, amount), you are within the given timeframe of the offer and you meet, if the case, the minimum cost for the purchase. If after double checking the requirements and conditions of the offer you are still having problems, please contact our customer support for alternatives.

Do you accept orders through phone call?

Sorry but we have not yet implemented this in our store, by now the only way for making a purchase is electronically via internet.

What is your operating hours?

We have different Customer Support agents working in different time zones in order to guarantee a fast answer. Contacting us by e-mail has of course no time restriction, we will come back to you ASAP.

Do you answer inquiries on weekends?

We are constantly working to support you ASAP and that includes the weekends as well. During weekends and holidays you might not get immediate answer within a short time frame but we'd for sure come back to you within 12 hours.

I can't find the answer I'm looking for. Please help!

If your question is not answered above or you need further information, we kindly ask you to contact our Customer Support team by e-mail or engage the live chat in our webpage.

Still have questions? Please contact Customer Service.

You can always contact the Customer Support team via e-mail ideally 24h a day.

What is PLATINUM list?

This is the list of all the customers who register their product for warranty. This brings the benefit of being the first to be notified when a new product is out there in the market and get a discount for it.

PRODUCTS

How do I know when an item will be restocked online?

Normally it takes two weeks the most for a product to come back on stock. In our system you'd be able to make the purchase even when the product is out of stock and we will send it to you as soon as it is available again. For further detailed information please contact our customer support team.

My order arrived incomplete or damaged. How can I get a replacement?

As soon as your order arrives please check your items are complete and in good shape. In case you have got a broken/defective product or your order is incomplete, we need you to please provide your order details by e-mail to our CS team. Aditionally if the product is defective you should provide a picture showing the defect.

Why do you recommend a 9 minutes method for French Press coffee brewing when everything I see online recommends four to five minutes?

The 9 minute method is what James Hoffmann recommends. The added time makes a better brew. It’s not really possible without a double-wall French press like ours as it stays hot for longer.

How does the valve work?

The canister features an airtight seal and a one-way valve built into the lid which allows Co2 to escape. This valve is crucial to helping your coffee stay fresh for longer as freshly roasted coffee emits Co2 gas which can attack and destroy coffee flavor.

When your beans are then ground the amount of carbon dioxide produced hugely increases in a short period of time. The valve is a fairly simple device which allows carbon dioxide to escape by “lifting” the sealer to allow flow, but when air comes from outside of the canister the sealer is closed onto the Inlet which prevents oxygen from entering the canister.

Should I replace my coffee canister valves? If so, how often?

Yes the valves should be replaced every six months. To replace it open the lid of the canister and from the inner part gently push the valve from the inner to the outer part of the lid. After you hear a "click" the whole mechanism of dialing comes out, replace the valve and put it back in the same order on top of the lid. Push the dialing mecahnism softly from the outer towards the inner part until you hear two "clicks" then the dialing mechanism would be safely placed.

Can this kettle be used on the induction burners?

Sure, It can be used with induction, halogen, gas or electric ranges.

If you are using an induction heater you might hear a humming sound. This is normal and due to vibrations between the heater and kettle.

What is the mini canister for?

The mini canister is an ideal solution to transport small amounts of coffee for the day. For example if you would like to bring your favourite coffee from home to your office for an afterlunch cup of coffee, the minicanister is the best solution.

Can the coffee canister be used in the refrigerator?

It can for sure although there is absolutely no need to do that. The coffee would be stable at room temperature and as long as the canister is properly closed, you coffee is in good hands.

PAYMENT INFORMATION

Do you accept international credit cards?

We accept American Express, Master Card and Visa credit cards. Aditionally we accept Paypal.

Do you charge sales tax on any item?

Sales taxes such as GST or VAT are charged in compliance with country taxes law.

Is it safe to use my credit card on your site?

You can be sure that your data is anonymous and confidential to our company. Our online paymet system fulfills the security standards for e-comerce.

What forms of payment do you accept?

The payment methods accepted in our store are: American express, Master card, Paypal and Visa

What can cause my order to be delayed?

Among the most comon reasons of shiping delay are wrong shiping details input and empty stocks. In case you do not get a notification with your shipping details or your order takes longer than expected, please do not hesitate to contact our Customer Support team in order to clarify the issue and take the proper measures.

WHOLESALE

Who Do I Contact For My Wholesale Questions?

You can please contact us to our e-mail address [email protected]

How Do I Become Eligible?

In order to become eligible you should create an account and register in our webpage. Then you should contact Julia Kirtoka in the following e-mail: [email protected] and then you'll get further instructions.

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