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FAQs

Tours, Farm & Retail Store

What is the free tour schedule?

Free tours are offered every day. The first tour is at 9AM and the last at 3PM. The exact schedule is 9AM, 10AM, 10:30AM, 11AM, 11:30AM, 12PM, 12:30PM, 1PM, 1:30PM, 2PM, 2:30PM, 3PM.

How long are the tours?

Tours average 45-55 minutes. We aim for 45 minutes, but some groups have more questions than others and we like to leave everyone feeling their questions have been answered.

Do I need a reservation?

Reservations for the free tour are not required. We do recommend showing up 10-15 minutes before your desired tour time to check-in, use the facilities and relax a bit.

Are the tours kid friendly?

We love kids, but remember that most kids can’t drink coffee and listening to an “adult” talk for 45 minutes is NOT fun for the younger ones. It really is going to depend on you and your child and how you perceive their ability to join this group activity. We have no restrictions.

What’s the difference between the regular free tour and the private tour?

Our regular free tour walks around our wet mill facility, through part of the farm and back to the shop. There are many wonderful views, fruits and flowers, and you will learn the process of how coffee is made from seed to cup.

Our Private Tour and Tasting is designed for those that would like a more intimate experience, seeing first-hand the cupping room, roasting room, wet mill, farm, nursery and dry mill. That is followed by a guided coffee tasting according to the SCA protocols and is one of those pivotal experiences that will transform the way you look at coffee.

Are all of your products available at the retail store?

We try to keep the store stocked with all of our offerings, but due to supply lag, seasonal products and the very limited nature of many of our coffee products, we cannot guarantee they will be available all year.

What forms of payment are accepted at the store?

We accept cash, all major credit cards, Apple Pay and most touchless chip cards.

When is the best time to visit the farm?

While there is no “best” time, the mornings tend to be drier and sunnier. The farm has many cycles during the year and there is always something interesting to see.

How can I arrange a private tour?

Please call 808-334-3428 or email matt@greenwellfarms.com.

Are you an organic farm?

We are not an organic farm. Organic is a specific and expensive certification which doesn’t necessarily improve the coffee product. We care for our trees greatly and grow them in a safe and healthy environment without the use of heavy toxins.

Is Greenwell Farms really a family farm?

Yes, it is. Founded by Henry Greenwell in 1850, it is currently owned and operated by his great Grand-Son Thomas Greenwell.

Do you grow any other products besides coffee?

Yes! We grow Vanilla, Black pepper and Cacao.

About Kona Coffee

Where can I buy real 100% Kona Coffee?

Kona Coffee is available in many places, but while in Hawaii we strongly suggest purchasing directly from a Kona Coffee Farm, such as Greenwell Farms. Greenwell Farms offers award-winning 100% Kona Coffee and is considered a premier Kona Coffee farm on the Big Island of Hawaii. Greenwell Farms also sells authentic 100% Kona Coffee on our website, which ships worldwide.

What is Kona Coffee?

Kona Coffee is coffee from the Arabica family, grown in a limited geographic region called the Kona Coffee Belt and meeting certain standards of quality.

Why is 100% Kona Coffee so expensive?

The price of Kona Coffee is largely determined by two factors. First is the cost of labor, which increases year after year, and is very expensive as Kona Coffee is handpicked in the United States in the State of Hawaii. The second factor is supply and demand. Kona Coffee as an industry produces under a tenth of one percent of the world’s coffee supply. At the same time there is huge and constant world-wide demand for 100% Kona Coffee.

Where is Kona Coffee grown?

Kona Coffee grows in a designated region referred to as the Kona Coffee Belt. Please see this Wikipedia for more information. https://en.wikipedia.org/wiki/Kona_Coffee_Belt

What makes 100% Kona Coffee special?

Although all Kona Coffee is not created equally and tree variety, roast level and processing method will all change the final result in the cup, universally Kona Coffee is considered to have a floral aroma, a bright natural sweetness, and have little or no bitterness.

The Kona Coffee Belt is considered a unique ‘terroir” containing well drained, slightly acidic volcanic soil, a small temperature shift from day to night and a list of micro factors that change the taste of the fruit on the tree. We are growing Arabica coffee, but if you move the trees to anywhere else in the world, it will not taste the same.

Is it worth it to buy 100% when the 10% blend is so cheap?

A difficult question to answer as “worth” is in the eye of the beholder. Is it worth it to buy 100% Dom Perignon Champagne…or would you be happy with 90% Korbel and 10% Dom?

100% Kona Coffee is a quality, gourmet product, that is rare and expensive, and for many completely worth its cost. 10% blends not only use low quality Kona Coffee, but 90% of the Coffee is sourced from outside of Hawaii. (South America/Africa)

By those in the industry the 10% blends are NOT considered Kona Coffees and are generally looked at as cheap, low grade coffee.

How long will my Kona Coffee stay fresh?

As a general rule, if you store your coffee well (dark, dry and cool in an airtight container), it should drink well for 4-8 weeks although many report enjoying it much longer. Visit our blog for more tips on storing your coffee.

Orders & Returns

Is there a number I can call if I have trouble with my order?

Yes, please give us a call at (888) 592-5662.

I received the wrong item or am missing an item. What do I do?

Please give us a call at (888) 592-5662 or email us at sales@greenwellfarms.com and we will be happy to sort this out for you.

My billing address is not correct on my invoice. What do I do?

We can easily change this for you. You may either give us a call at (888) 592-5662 or email us at sales@greenwellfarms.com.

Can I cancel my order?

Yes, you may cancel an order if you contact us before that order ships out. You may either give us a call at (888) 592-5662 or email us at sales@greenwellfarms.com.

Is there a problem with my credit card? Why does it say awaiting payment?

Orders will say awaiting payment until we go in and capture the payment on the order as the website only processes a pre-approval. This normally happens in the early mornings Monday through Friday. If your order is placed when our offices are closed, it will remain in awaiting payment status until the next business day. Orders placed late in the day Monday through Thursday say awaiting payment until the following morning. Orders placed late in the day on Friday and over the weekend will say awaiting payment until Monday morning as we are not open on weekends.

Can I add an item to my order after my order has been placed?

We cannot add items to an order that has already been placed. The website runs a preauthorization on the card used for the order and we are unable to do anything that will increase the amount of that preauthorization. If you need to add an item to an already placed order, you will need to place a second order. In the order comments please note that you would like it combined with your previous order. We will ship them together and credit you any shipping over charge. You may also give us a call at (888) 592-5662 or email us at sales@greenwellfarms.com.

Are orders vacuum packed?

Our coffee is sealed in airtight bags with one-way valves pre-installed on them. These one-way valves let air and gasses escape from the bag without letting any air get into the bag. Our freshly roasted coffee will still be letting off natural gasses when the bags are sealed that need a way to escape the bag. Due to environmental changes during shipping, it may appear to look as though the bags have been vacuum sealed. It may also appear that the bags look like they contain air. Both are acceptable ways to look and we assure you that no air has gotten into the bag and the seal did not break on the bag or the one-way valve.

What is your return policy?

We do not accept returns of consumables. If there is an issue with your order, please give us a call at (888) 592-5662.

Why did you send me coffee I did not order?

If you clicked the Subscribe to Coffee Club option to save 10% on your last order, you signed yourself up for our Coffee Club with automatic shipments. Please log in to your account to manage your subscriptions.

Shipping

How long does it take for an order to arrive?

There are many variables as to how long it takes an order to arrive. If there are weekends or holidays involved, it always takes a few more days to arrive. Our shipping carriers do not pick up from us on the weekends or on holidays. It also depends on which shipping service you choose.

With USPS, we ship all orders via priority mail. They say this takes 3-5 business days, however there really is no guarantee as to how long it will take and our customers report that it quite frequently takes 7 days or more. We cannot give you any exact amount of time this service takes to reach you.

With FedEx, it depends on which day of the week your order ships out from us. It also does not make any difference if you choose the least or most expensive version of their services. They both take the same amount of time to reach you. If it ships out on Monday, you usually get it Wednesday. If it ships out on Tuesday, you usually get it Thursday. If it ships out on Wednesday, you usually get it Friday. If it ships out on Thursday, you usually get it the following Monday. If it ships out on Friday, you usually get it the following Tuesday.

If your order does not seem to be making it to you in a timely manner or seems lost in transit, please use the tracking number associated with your order and reach out to the shipping provider. They will give you more information as the recipient than they will give us. All we are given is the same information you will see on the tracking website of either shipping provider. We are no longer responsible for packages once they are transferred to the shipping provider. We will not send free replacements for orders lost in transit, orders damaged by the shipping provider or orders that are taking an excessive amount of time to reach the customer.

What is the shipping charge?

Shipping charges will be provided at checkout as they are live quotes provided to you from our shipping providers based off the different shipping services they provide, the weight of the package and the destination of the package.

Do you ship to my country?

We ship all over the world, however, please check with customs in your country before you place your order to make sure it will be able to be delivered to you and if you will be subject to any taxes.

I paid for 2-Day shipping on Friday, Saturday, Sunday or a holiday. Where is my coffee?

FedEx 2-Day shipping orders that come in after FedEx picks up from us on Friday in the late morning or at any time on Saturday or Sunday, will not ship out from us until the following Monday. They do not pick up from us on the weekends and always only pick up from us once a day on weekdays in the late morning. If there is a holiday on the day you ordered or close to the day you ordered, this will usually add more days to your shipping time. We unfortunately do not have control over this.

I chose Yamato Shipping. How long until I receive my order?

Yamato orders are shipped out once a week. We do not have a timeline for delivery.

My package says it was delivered, but I have not received it. What do I do? Will you send a free replacement?

If you have delivery issues, please direct your inquiry to the company that performs this task. We are not responsible for packages once they are transferred to the shipping provider. We do not accept responsibility for errors made on behalf of the United States Postal Service or FedEx. We also do not accept responsibility for packages that are stolen from P.O boxes, roadside mailboxes, porches, yards, etc. If this is an issue in your area, please leave a note with your local postmaster, FedEx office, on your mailbox or on your front door requesting the delivery person to leave a pickup notice instead or informing them exactly where to leave the item. Please do not leave delivery instructions in the order comments. These comments are printed on your invoice and the computer does not put these instructions on the delivery label. We will not send free replacements or issue refunds for any of these issues.

Can I change the shipping address on an order?

Yes, you may change the shipping address on an order if you contact us before that order ships out. You may either give us a call at (888) 592-5662 or email us at sales@greenwellfarms.com.

My tracking number does not work or says cancelled. What do I do?

Please give us a call at (888) 592-5662 or email us at sales@greenwellfarms.com and we will be happy to sort this out for you.

Where can I find my tracking number?

Your tracking number is located under the order history tab in your account on our website. Click on the order you are looking for and scroll down to the shipment details. Your tracking number will be located here.

Products and Availability

Is Greenwell coffee available at retailers?

We sell our coffee at our retail store located on our farm in Kealakekua, Hawaii and through our online store at www.greenwellfarms.com. We also sell a limited variety on Amazon. We do not distribute our coffee through any major retailers.

Does chocolate ship all year?

Yes, we ship chocolates all year. We would like you to keep in mind that chocolates can react to the heat during shipping and we cannot control how the shipping provider handles your package. The heat can cause your chocolates to melt or become discolored. We are not responsible for this and will not replace or refund chocolates for these issues.

Are all products available all year?

There are times when we will be out of products due to supply or demand issues. We try to keep on top of this so we do not run out of stock, however sometimes it is beyond our control. Some of our products are also seasonal items and will only be available when they are in season.

What grind is your ground coffee? Do you do custom grinds?

Our ground coffee is considered an “all-purpose grind” for regular drip coffee. We do not do custom coffee grinds. If you need a different grind you will need to order whole beans and grind them to your specific needs. Read our blog to learn about the differences between Whole and Ground bean.

How do I know when my coffee was roasted?

We roast all of our coffee in small batches multiple times a week to ensure all of our coffee that is shipped out is always fresh.

Why do you run out of decaf?

Our unroasted coffee beans are shipped via barge to the Swiss Water company in Canada to be decaffeinated. Once in Canada, after customs clearance, they do their decaf process. Once the beans have gone through this process, they are sent back to us via barge and have to pass through customs here in the US before they are released to us. This entire process takes approximately 3-4 months. Due to supply and demand, there are times we may run out before we get another shipment in to be roasted.

What is Swiss Water Decaffeination?

It is a water-based decaffeination process. For more detailed information, please visit their website at www.swisswater.com.

Do you have K-cups?

We do not carry K-cups. You can however buy both single-use and re-usable “blank” k-cups and fill them with any of our coffees.

Do you have flavored decaf?

We do not carry flavored decaf. Our Swiss-Water Processed Decaf comes only in Full City and Dark Roast.

What is in your flavored coffee?

Food Grade Propylene Glycol is a widely used component in many things in the food industry, and is the base of a flavored coffee. Additional flavor extracts or chemicals are added to this base to create the desired flavor profile and then the beans are coated post roasting. These chemicals are classified by the FDA as GRAS (generally recognized as safe) and are of course, non-toxic.

Do you sell coffee trees?

We do not currently sell coffee trees to the public.

Do you sell coffee seeds planting?

We do not sell coffee seeds for planting.

Do you sell green beans?

We do not sell green beans for home roasting. If you are wanting large quantities of green beans for commercial roasting, over 100lbs, please give us a call at (888) 592-5662 or email us at sales@greenwellfarms.com and we will put you in touch with our broker.

I have a coffee business. Can I buy roasted coffee from you? How does that work?

Please give us a call at (888) 592-5662 or email us at sales@greenwellfarms.com and we will get you in touch with the person who can answer these questions for you.

Coffee Club & Subscriptions

I am a member of the Coffee Club. What can I do to manage my account myself?

There are many things our customers can do to manage their Coffee Club subscriptions themselves via the Manage Subscriptions tab when logged in to their account on our website.

  • There is a Ship Now button if you would like your order early.
  • An Edit Date button where you can choose any date you would like for your next order to ship.
  • Skip Shipment button if you would like to skip a shipment.
  • A Remove Item button (for subscriptions with multiple items) that allows you to remove that item from just one shipment.
  • A Cancel Subscription button if you wish to cancel a subscription.
  • A Quantity button to change the number of items if you wish to remove or add more of that item.
  • A Drop-Down Menu to change the number of weeks apart your shipments go out.
  • There are Edit buttons under both the billing details and shipping details if you ever need to change either of these.
  • A Shop Now button to add items to your subscription as either one-time or recurring purchases.

If you need any help getting familiar with this tab, please give us a call at (888) 592-5662 and we would be happy to walk you through it over the phone. You may also email us at sales@greenwellfarms.com and we will be happy to assist you via email.

How do I add something to my next order?

  1. Log in to your account on our website.
  2. Click on the Shop Now button to be taken to the online store.
  3. Once in the online store, choose the item you would like to purchase.
  4. Click on the box that pops up and says "Save 10% on today's order and every order with Coffee Club! Add this to my order on (Insert date of next order here)."
  5. In the next screen that comes up, choose to either add it to your subscription order as a one-time purchase or a recurring purchase. If choosing recurring purchase, select the number of weeks apart you would like it to come from the drop down menu to match the number of weeks apart your subscription is.
  6. Click the orange Add to Order button. This will add the item to your current subscription without creating a second subscription as whichever option you chose, a one-time purchase or a recurring purchase.
  7. After you add the item, please check your upcoming order under the manage subscriptions tab to make sure the item is there and that the order is correct.

If you need any help with this, please give us a call at (888) 592-5662 and we would be happy to walk you through it over the phone. You may also email us at sales@greenwellfarms.com and we will be happy to assist you via email.

I placed an order through the shopping cart in my account and did not receive my Coffee Club discount. What happened?

Orders placed through the shopping cart will not be given Coffee Club pricing. To receive the discount, you must log in to your account and place the order under the Manage Subscriptions tab as your discount is tied to your subscription. Please click on the Manage Subscriptions tab and then click on Shop Now. Follow the directions in the answer for the question above this one.

Can I make a subscription for a person that is not me?

Yes, you may make a subscription in your account for anyone you would like to send coffee to on a regular basis. Log in to your account then choose the items you would like to be in the subscription and the number of weeks apart you would like it sent. When placing the order for the subscription, put the recipient's information into the shipping information and your information into the billing details. You will be responsible for cancelling the subscription if ever needed.

How do I cancel my subscription?

You may cancel your subscription at any time under the Manage Subscriptions tab in your account on our website. Log into your account, scroll down to the pictures of the items in your subscription and click on cancel subscription.

Can I skip a shipment?

Yes, you may skip any shipment by logging into your account on our website, clicking on the Manage Subscriptions tab and then clicking on the skip shipment button.

I will not be home for my next delivery. Can I change the date to make sure I am home when it arrives?

Yes, you may change the date to any date you wish under the Manage Subscriptions tab when logged in to your account on our website. Click on the edit date button and choose whichever date you prefer from the calendar.

When is my next shipment?

Your next ship date can be found under the Manage Subscriptions tab when logged in to your account on our website. It will be displayed at the top of the pictures of what is in your subscription.

Can I alternate flavors/coffees in my subscription?

Yes, utilizing our Product Swap feature you can change coffees in your subscription for select options under the Manage Subscriptions tab when logged in to your account on our website. You will have to do this manually each time you would like to change what is coming next. As not all products sell at the same price, you may choose only options from the drop-down list. If you desire a product that is not listed you can still add it via the Shop Now button as a one-time purchase.

To swap an item, click on the drop-down menu below the price and choose which item you’d like to swap. It’s that easy.

I received an email informing me that my subscription order was getting ready to be shipped, however, I never received my shipment. What do I do?

Please give us a call at (888) 592-5662 and we would be happy to sort this out for you. You may also email us at sales@greenwellfarms.com and we will be happy to assist you via email.

Website & Account Information

I cannot remember my account info to log in. What do I do?

Please give us a call at (888) 592-5662 or email us at sales@greenwellfarms.com and we will be happy to sort this out for you.

I am trying to reset my password but it is not working. What do I do?

Please give us a call at (888) 592-5662 or email us at sales@greenwellfarms.com and we will be happy to sort this out for you.

I’d like to make a purchase but don’t want to create an account?

Currently our system doesn’t allow for that as creating an account is the only way to access the cart. If you’d like to place an order without creating an account please call (888)592-5662 and we can assist you from there.

This will involve taking your order over the phone, including payment information, running the transaction through our retail shop, and then shipping the order through our mail order department. You will not receive a tracking number, and will receive no further notifications until the order arrives.