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I ordered a 72ct box of K-Cup® pods and I was sent six 12ct boxes. Is this normal?

Yes, this is normal! The majority of our 72ct boxes are shipped this way.

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Information Regarding Sales Tax

Taxes are determined based on the shipping address. They are calculated in accordance with the appropriate state tax regulations. Sales tax is a levy placed on goods and services to consumers where businesses have a "substantial physical presence." Sales tax is considered a consumer (purchaser’s) expense as the customer is consuming the item, and not a company or business expense. The company in turn remits the sales taxes to the various states or province, as we are liable to collect the tax on behalf of the consumer. Sales tax is not a voluntary tax; it is required by state/provincial law.

We are required by law to collect taxes when shipping to the following states: AR, AZ, CA, CO, CT, DC, FL, GA, IL, IN, KS, MA, MD, ME, MI, MN, MO, NC, NJ, NV, NY, OH, OK, PA, RI, SC, SD, TN, TX, UT, VA, VT, WA, WI, WV, WY

In the case that you quality for sales tax exemption, please contact Customer Service for assistance in applying tax exempt status to your account. Be sure to have your organization name and EIN available. Your Organization name must be on the credit card used for making tax exempt purchases.

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My order didn't process. Why do I see a charge on my credit card?

Keurig will not charge you until your order ships. What you see on your account is not a charge, but an authorization only. When an order is attempted, the bank is notified electronically and funds are authorized even though the order has not yet processed. This authorization of funds will drop from your account in approximately 72 hours depending on your credit card issuing bank.

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How do I place a tax exempt order?

Please contact Customer Service at 866-901-BREW (2739) for assistance in applying tax exempt status to your account. Be sure to have your organization name and EIN available.

Your organization name must be on the credit card used for making tax exempt purchases.

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How do I pay for an order using PayPal?

If choosing the payment method of PayPal or PayPal Credit, you will be redirected to the PayPal site where you will either log in or create a new PayPal account. After PayPal processes the order information, you will be redirected back to the final review page to complete your order.

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I live in Puerto Rico and am being asked to pay an additional surcharge for my coffee delivery. Can you explain this charge?

Puerto Rico assesses a duty on imported coffee, including coffee imported from the U.S., of $2.50 per pound. Consumers must in most cases pay this duty prior to their coffee delivery being completed.

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Can I put a gift message on my order?

Yes! You may add a gift message during the checkout process. After entering the shipping address, you should click the button to indicate that this order is a gift and then will be provided with a text box to enter your gift message.

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What can I do if I received incorrect items or items are missing from my order?

Please contact our Customer Service Department at 866-901-BREW (2739) within 5 business days of receiving the order and we will assist you in replacing missing or incorrect items. Incorrect items should be in their original packing and ready for pickup.

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Can I make changes to or cancel my order?

Our highly automated shipping process immediately prints orders at our distribution centers to process without delay. Therefore we are unable to change or cancel an order. We apologize for any inconvenience this may cause.

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Can I make changes to my order after I place it?

Our highly automated shipping process immediately prints orders at our distribution centers to process without delay. Therefore we are unable to change or cancel an order. We apologize for any inconvenience this may cause.

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Can I cancel my order?

Our highly automated shipping process immediately prints orders at our distribution centers to process without delay. Therefore we are unable to change or cancel an order. We apologize for any inconvenience this may cause.

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Will I receive a confirmation of my order if I checked out as a ‘Guest’?

If you have supplied us with a valid email address, you will receive an order confirmation via email after you successfully place your order. You will also receive a shipping confirmation email when your order is packed and ready to be shipped.

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Will I be charged additional shipping fees for my backordered items?

There will be no additional fees for backordered items.

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Why are my items on backorder when they are in stock on the web?

Orders are typically processed from the closest distribution facility to the recipient. The facility that is processing your order may be temporarily out of stock of the item requested.

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Do you offer gift wrapping?

We do not offer a gift wrapping service at this time.

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What should I do if my package shows as delivered but I didn’t receive it?

If your order is showing as delivered but you haven’t received it yet, please check the following:

  • Shipping address for the order is correct
  • Areas around the delivery location (i.e. porch, garage) for the package
  • If a housemate or neighbor received the delivery in your absence
  • Carrier left a notice

If your order appears lost or missing this must be reported to us within 5 days of the date it shows delivered. We will work with our courier to investigate this issue and come up with a resolution as quickly as possible. Please contact our Customer Service Department at 866-901-BREW (2739) for further assistance.

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How long will it take to get my order?

We process orders as quickly as possible. Please allow 1 business day for your order to process and ship. Once your order has shipped, delivery typically occurs within 3-7 business days. Please refer to our Shipping Policy for more information on specific shipping methods and time frames.

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What can I do if my shipping information is incorrect on an order already placed?

Unfortunately, we are unable to change shipping information once an order has been placed. Our shipping process is highly automated and your order information travels directly to our warehouse as soon as the order is placed. If you have additional questions please contact our Customer Service team at 866-901-BREW (2739).

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What should I do if my order arrived damaged?

If you received an order that is damaged, please contact us within 5 business days of receiving the order and we will assist you in replacing the damaged items. Damaged items should be in their original packing and ready for pickup. Please have your order number handy when contacting our Customer Service Department at 866-901-BREW (2739) for assistance.

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Why can’t I track my order with the tracking number provided?

A tracking number has been assigned to your order but you will not see any movement on the tracking until it is processed by FedEx. If your tracking information is not yet available please check it again the following business day.

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What should I do if I don’t receive my order within the shipping timeframe?

If you haven’t received your order within seven business days please contact our Customer Service Department at 866-901-BREW (2739) for further assistance.

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Why did I not receive my order within the expedited shipping time I chose?

Expedited ship time will take effect after the order has been processed and picked up by FedEx, which could be up to 2 business days. This means an order shipped via 2nd Day could possibly take up to 4 business days to arrive. Our goal is to ship orders within 2 business days.

Please refer to our Shipping Policy for more information on specific shipping methods and timeframes.

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What can I do if I don’t like the coffee I purchased?

Beverages are not eligible for return or exchange. Many of our products are available in sample packs. We recommend these sample packs when trying new selections.

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How do I check the balance of my Keurig® gift card?

To check balances of eGift Cards sold on Keurig.com, or physical gift cards sold at the KeurigSM Store in Burlington, MA, please call 866-901-BREW (2739) or visit our online Gift Card balance checker

To check the balance for any other Keurig® gift card, please call 800-242-5353 and enter the card number at the bottom of your gift card.

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What may I redeem a gift card for?

Gift cards may be redeemed for merchandise online at Keurig.com, or by calling 1-866-901-BREW (2739), or visiting the KeurigSM Store in Burlington, MA. Gift Card Terms & Conditions

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How do I keep track of my Rewards Points?

You can keep track of the Rewards Points you earn and redeem through your account online and in your Club Keurig® Statement email. Points are earned with every purchase of pods, bagged coffee, and selected brewer maintenance items on Keurig.com and are deducted when you make a purchase from the Rewards Catalog.

Please note that the maximum number of points you can have in your account is 10,000. If you reach 10,000 points, you will stop accruing them with purchases until you use some of the points available in your account.

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How do I sign up for Club Keurig®?

When you make your first beverage purchase on Keurig.com. This automatically enrolls you in our Club Keurig® Rewards program. You will earn Rewards Points from your very first purchase

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How do I check my Rewards Points balance?

Your Reward Points balance can be found within the Club Keurig® tab of My Account (must be logged into Keurig.com to view).

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How do I redeem my Rewards Points for an item in the Rewards Catalog?

It's easy! Just visit the Rewards Catalog from the My Account page. Each product displays the reduced price and the number of Rewards Points required to purchase the product. If you have the required points for a product an ‘Add to Cart’ button will appear below it. To order, simply click on that button and you'll be directed to a payment screen. Points will automatically be deducted when your order has been billed and shipped.

 

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I have three types of Point balances - what does each indicate?

Your Available Points balance is the number of available points you have earned that can be redeemed. You can redeem your available points to purchase products featured in the Rewards Catalog. Products in the Rewards Catalog are discounted off the full retail prices.

Your Points Used balance shows how many points you've redeemed in the Rewards Catalog.

Your Expired Points balance represents any points which have expired due to inactivity of your account for 12 months.

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Contact Us
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1-866-901-BREW (2739)

Toll-free, 7 days a week
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Keurig Green Mountain, Inc.
53 South Avenue
Burlington, MA 01803