GENERAL FAQ

Is your coffee any good?

Our customers love it! People who try HiLine, give us rave reviews and become regular customer. We offer 100% satisfaction guarantee and will refund your purchase if you're not satisfied.

How do you source your coffee beans?

We partner with farmers and importers who specialize in high altitude, small lot coffees from Latin America, Africa and South East Asia. The same beans are used by the best cafes and restaurants in the U.S.

How can you sell at such a discount?

By selling direct to consumers, we don’t incur expensive overhead costs associated with stores and cafes. We offer the highest quality coffees available in the single-serve industry and rely primarily on word-of-mouth marketing.

How much does shipping cost?

We offer free shipping on all orders of $50 or more! This includes both one-time orders and autoship orders. There is a flat $5 fee for any order under $50.

How long does shipping take?

For our customers on the East Coast shipping is approximately two days. For customers on the West Coast and in other regions shipping may take about four days. Because we may run out of product on the day you order, it may take us a day or two to produce it before shipping it to you. To prevent delays, we recommend our autoship offering.

What is your return policy?

Simply email us your order details, and we will send you a prepaid shipping label to return the unused product. Once we receive the return, we will refund you 100% of your order plus any shipping charges you may have paid.

Do you offer samples?

No, we do not offer samples at this time. We stand behind our product 100%. If for any reason you are not satisfied with product quality, we are happy to process an easy, no-hassle return for you. Autoship orders can also be modified and easily cancelled online from the account area.

How does autoship work?

When you select autoship, you will receive a shipment from HiLine once a month. You can pause, modify or cancel the autoship at any time. All autoship orders over $50 ship free. All autoship orders less than $50 ship for a flat $5 fee. Please note that coupons cannot be applied to autoship orders.

How many calories does your coffee have?

Our coffees have no detectible caloric value. If you add milk, sugar or syrup to your coffee, that changes the answer.

Is there a phone number I can reach you at?

We are an online only business, and respond to all questions by email very quickly.

Can I buy your coffee in a store?

Right now we only sell our coffee online. We are focused on delivering delicious coffee and great value. In order to keep the costs down we do not have a physical store.

What forms of payment do you accept?

We currently accept Visa, MasterCard, Amex, Discover and PayPal.

Is your coffee organic?

We seek out premium coffee and source it if taste characteristics meet our high standards. Unfortunately the small coffee farmers we work with frequently don’t have the resources for organic certification. We hope to offer certified organic coffees in the near future.

Does your coffee have Fair Trade or any other certifications?

Whenever possible we get coffees with Fair Trade, Rainforest Alliance or UTZ designations. If the product has such certifications, you can read about it on the individual product detail page.

PODS FOR NESPRESSO FAQ

What is HiLine's affiliation with Nespresso?

HiLine and its products are not endorsed by, sponsored by, licensed by or approved by Nespresso or any of their affiliates.

Which coffee should I order?

Our dark roasts are our most popular; however, every espresso drinker has different preferences and a different palate. You can also get a Variety Pack of 20 pods for free when you subscribe. Check out our Blend Guide for more information.

What is the amount of coffee and the caffeine content of HiLine Capsules?

All of our capsules for Nespresso contain 5-5.5 grams of coffee. On average, the caffeine content is 60-70 mg per capsule, except for decaf, which contains about 1 mg of caffeine.

Which Nespresso machines will work with HiLine capsules?

We have engineered our capsules to work with all Original Line Nespresso machines, including Citiz, Essenza, Maestria, U, Le Cube, Inissia, Latissima Plus and Pixie. For more detailed information, please see our Compatible Machines Guide or watch our demonstration videos. Unfortunately, HiLine capsules are currently not compatible with the Nespresso Pro, Miele, VertuoLine or any of the commercial grade machines. If you have questions about your Nespresso machine and whether our capsules will work in them, please Contact Us.

Will I notice any difference in how the capsule works?

You should not notice any difference in how the capsules work. Simply insert the capsule and use just as you would a Nespresso coffee capsule.

Do you have capsules compatible with the commercial machines?

Sorry we only make capsules for the Nespresso Original Line home model machines.

How can you sell at such a discount?

Our price starts at about $0.40 per capsule compared to $0.70 for other companies. By selling directly to you without large corporate overhead and expensive retail stores, we are able to keep our costs low and pass on the savings to you. This way you don't need to look for a coupon or discount.

What is the shelf life of HiLine Coffee capsules?

The shelf life of our products is approximately 12 months.

What is the capsule made of?

The capsule is made from food grade polypropylene and is safe for food products. We manufacture the capsules in an FDA approved environment. Our capsules do NOT contain BPA, phthalates or any toxic halogens. They are 100% recyclable and sealed with foil for optimal freshness.

Do you plan to add any new blends?

We are always refining our product line, and looking to offer new and delicious varieties for our customers. If you have any suggestions please feel free to Contact Us. Your input is important as we refine and develop our coffees.

PODS FOR KEURIG FAQ

What is HiLine's affiliation with Keurig?

HiLine and its products are not endorsed by, sponsored by, licensed by or approved by Keurig or any of their affiliates.

Which Keurig machines work with HiLine pods?

Our pods work with Keurig and Keurig 2.0 brewers. Currently they are not compatible with Keurig Vue or Keurig Rivo. Please read our Keurig 2.0 review.

How much coffee is in each pod?

Each cup contains 12 grams of freshly roasted premium coffee.

What are the pods of?

Our pods are made of food grade polypropylene and do NOT contain BPA, phthalates or any toxic halogens. They are 100% recyclable and sealed with foil for optimal freshness.

How much caffeine is in each pod?

Each cup contains 100-140 mg of caffeine.

What does roasted-to-order mean?

The most important factor in quality of coffee is the freshness of the roast. We roast and pack our pods for Keurig shortly before sending out your order. This ensures that you can taste the most flavorful and delicious coffee that our beans can offer.

GROUND COFFEE PACKS FAQ

How many grams of coffee are in each pack?

Each pack contains 15 grams of premium roasted and ground coffee. This is enough to brew one or two cups of delicious coffee. If you are brewing more than two cups, consider using an extra pack.

How do I use coffee packs?

Simply open the pack and use in your favorite brewing device without the hassle and mess of grinding and measuring your own beans.

Which coffee makers work with HiLine Coffee Packs?

Our coffee packs work with French Press, Moka Pot, all Drip makers, Chemex, AeroPress and Percolator. Just select the appropriate grind when you are adding the product to shopping bag.

Why buy coffee packs?

Each pack contains 15 grams of freshly roasted coffee ground for your favorite brewing method. You don’t need to worry about sourcing high quality beans, keeping them fresh, grinding and measuring the exact amount. Our packaging technology keeps the grounds fresh for months.

How long does the coffee remain fresh?

We recommend you consume HiLine coffee packs within three months of the roast date. Subsequently, some aromatic volatiles will have escaped and the coffee won’t be as flavorful and delicious though still safe to drink.

What are the packs made of?

The packs are made of recyclable food-grade plastic materials and do NOT contain BPA, phthalates or any toxic halogens. The one-way valve is also recyclable. The purpose of the valve is to allow the coffee to degas without breaking the packaging.

WHOLE BEAN COFFEE FAQ

How much coffee is in each bag?

Each bag contains 1 lb or 30%+ more coffee than a typical pouch from most third-wave coffee shops.

Why should I buy whole bean coffee from HiLine?

HiLine focuses on the highest quality high altitude, small lot arabica coffees from Latin America and Africa. We sell only freshly roasted coffee beans, which ensures that they deliver delicious, aromatic and strong flavor profile. By selling directly to you, we keep costs down and pass 30%+ savings to you.

What coffee do you recommend for my brewing method?

There is no good rule to answer this question. We suggest you try the roast profile that you usually like (dark, light or medium) and flavor characteristics that come from a particular region or as described in our flavor notes. We are sure you’ll find something you like.

Does coffee subscription makes sense for me?

HiLine offers discounts to subscribers. We also know that many coffee subscription plans are not worth it and first encourage you to place a regular order for our product. Try it before you subscribe for it!