F.A.Q.
We're committed to being an inclusive digital platform that makes all coffee information and traceability easily accessible through our website. Our online order process is designed to be incredibly user-friendly, and we publish scores, notes, and farm-level information on each coffee's product page.
To provide you with the best possible service, we ask that all inquiries be submitted online. If you need further assistance after exploring our site, you can reach out to us by filling out the contact form. We'll do our best to respond to your inquiry within one business day.
COFFEE ORDERING F.A.Q.
COFFEE ORDERING F.A.Q.
HOW TO ORDER
Our sales team can walk you through the process of buying coffees, either spot orders currently available in our warehouse, period contracting for larger chops of particular lots over a certain duration, or forward-booking coffees that haven’t arrived yet. We can also make suggestions for you based on your needs, paying special attention to coffee types, flavor profiles, certifications and traceability, price, and volume. We are also happy to discuss the possibility of participating in the World Coffee Research check-off fund, if you are interested.
We accept orders by phone (+966 50 123 4567) or by e-mail, either by directly contacting your sales representative, or by sending a message to kafa@marabih.com.
Pricing and availability for our current inventory is also available by phone or e-mail.
WHEN WILL MY ORDER SHIP?
We process and ship coffees within 2 business days after you’ve placed your order. Immediately after checking out, you will see an order receipt that will let you know your order is being processed. As soon as your order leaves our warehouse, FedEx will send you tracking information that will act as your final confirmation.
If you do not see an email with your order details, check in your ‘My Account’ page to make sure your order has gone through.
PAYMENT AND TERMS
We require payment in advance of coffee release for a minimum of three orders, after which we are more than happy to discuss the option of establishing credit terms. We accept payment by debit or credit card, check, wire transfer, and electronic funds transfer.
STORAGE AND FREIGHT
We own our warehouse in AL Khobar, Saudi Arabia. spot inventory ships exclusively from that warehouse (though we will happily transfer your contracted coffee to a position in another warehouse for your convenience). Owning this warehouse and hiring our own staff means we are able to offer some of the highest-quality wrapping and palletizing of any company in the business, as well as same-day releases on orders placed before 12pm AST.
Shipping can be arranged to your door from any of our warehouse spaces, and we take great pride in the attention to detail that our warehouse staff shows to your order, every single time.
Storage can also be negotiated for longer or larger contracts with us: For just a few pennies per month, we are able to store lots for up to four months with periodic release at your convenience.
I JUST SAMPLED THE COFFEES YOU SENT ME A MONTH AGO. NOW IT'S SOLD OUT. HOW CAN I BUY THIS COFFEE?
All coffees are offered on a first-come first-served basis. We suggest a timely turnaround when sampling our offerings. Since we offer a carefully curated selection of in-season green coffees, our list of offerings are subject to selling out.
If the coffee’s quantity available becomes low, we reserve the right to cut off sampling in order to prevent you from a cupping a coffee you won’t be able to buy.
OTHER SHIPPING F.A.Q.
OTHER SHIPPING F.A.Q.
What is the minimum size of order you will ship?
There is no minimum order: We’re as happy to ship 1 bag to you as we are to ship 100. (Though shipping rates are more economical on full-pallet orders.)
Will Kafa arrange shipping to my location?
Yes! We have competitive rates with many national and international freight carriers, and can work with you to ensure you get the delivery service that you need.
Can I arrange my own shipping?
Sure! Simply inform your sales representative that you would like to elect your own freight carrier when placing your order, and arrange to share with us a copy of the shipper’s BOL and contact information.
NOTE: Our warehouse pick-up hours are from 2:30–4:30pm AST.
What should I do when the delivery arrives?
Before you sign off on the delivery release for any shipment of coffee, thoroughly inspect the pallet and the bags on it. If there is any damage or any discrepancies between what is delivered and what is on your delivery order, do not sign the driver’s paperwork. Simply e-mail your sales representative or kafa@marabih.com for assistance. When in doubt, take a photograph of the damage as soon as possible.
Check for the following when you are receiving your delivery:
- Broken bags, spilled beans
- Unwrapped pallets or damage to the wrapping/strapping
- Broken pallets
- Missing bags—please be sure to count and cross-check before the driver leaves
Additionally, be aware that extra services and accessories provided by the driver may result in additional fees. Be sure to communicate with the delivery person, and confirm that the documents you sign list only the accessories you authorize.
What do I do if there is damage or another problem with my delivery?
We are dedicated to full customer service, and want you to be completely satisfied with the coffees you receive from us. If you have any questions or concerns about an order you have received, don’t hesitate to let us know via e-mail to kafa@marabih.com or by phone (+966 53 949 0499), and we will do our level best to make it right.
How should I store my green coffee?
Coffee wants a cool, dry environment that is out of the sun and away from areas where water, dirt, rodents, or insects can cause damage (i.e. preferably off the ground and away from food prep or storage). In an ideal world you’d have a dedicated warehouse or storage area with climate control set to 60–70°F (15–21°C) at 50–60% humidity, but we realize that isn’t possible for many small roasters.
If you have limited resources, we recommend the following:
- Keep your coffee in GrainPro bags and keep the GrainPro closed between uses.
- Store coffee in the coolest (but not cold) area of your facility, out of direct sunlight and away from anything that affects moisture in the air such as dishwashers, steam radiators, dehumidifiers, etc.
- If you have multiple bags on contract, consider allowing your importer to hold them in the warehouse over a few months rather than taking delivery of the entire volume at once.
How long can I store green coffee?
Different coffees will respond differently to quality degradation over time. Some types of coffee hold up very well in storage; others fade more rapidly. The general rule of thumb is “fresh is best,” and we recommend using up green beans within 6 months of receipt, though up to a year is acceptable in most cases.
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