Returns and Refunds Policy

Last updated: October 28, 2026

Thank you for shopping with Capsucup, a brand of Sterlingoods LLC. We stand behind the quality of our Italian coffee capsules and espresso pods. If you're not satisfied with your purchase, we'll make it right.

1. Our Promise

You may return eligible products for a refund or replacement within 30 days from the date of delivery (the day the carrier marks your package as delivered).

• You are responsible for return shipping costs. When you initiate a return through your account at www.capsucup.com/account, you will be provided with return shipping instructions; the cost of return shipping is your responsibility.
• Exception — damaged, defective, or wrong-item returns: if the product arrived damaged, defective, or you received an item different from what you ordered, please contact us directly at hello@capsucup.com and we will provide a prepaid return shipping label at no cost to you (see Section 4).
• We do not charge restocking fees.
• Standard shipping is free, so nothing is deducted from your refund for it. If you paid for Expedited or Express shipping, that charge is not refunded on change-of-mind returns.
• Subscription orders follow this same policy. You can also skip, pause or cancel future deliveries at any time (see our Subscription Terms).

2. What You Can Return

Eligible for return:

• Unopened, unused, original-condition products in their original packaging, within 30 days of delivery.
• Damaged or defective products (crushed capsules, leaking pods, manufacturing defects, expired or stale product on arrival).
• Wrong item received (the product shipped does not match what you ordered).
• Order never delivered (carrier marked as lost or never scanned — we'll file the claim and ship a replacement).

Not eligible for return (food safety):

• Opened, used, or partially consumed products — for the safety of all customers, we cannot accept back or resell opened food products. If an opened product is genuinely defective (off-taste, contamination, manufacturing issue), please see Section 3.
• Items returned after the 30-day window (with limited exceptions for defective product covered by the manufacturer's warranty).
• Items damaged after delivery due to improper storage or handling.
• Free promotional items and gift cards.

No final-sale items: all eligible products purchased on www.capsucup.com qualify for return under this policy within the 30-day window. We do not designate items as "final sale" or exclude them from return eligibility based on sale, clearance, or promotional pricing.

3. How to Return Your Order (sold on capsucup.com)

Step 1 — Initiate your return within 30 days of delivery using any of these methods:

• Self-service (recommended): sign in at www.capsucup.com/account → Orders → select the order → click Request return and follow the prompts.
• Email: hello@capsucup.com
• WhatsApp Business / Phone: +1 (305) 570-5172

Please include:

• Your order number
• The reason for the return (change of mind / damaged / defective / wrong item)
• For damaged or defective items: 1–2 clear photos of the product and the shipping box

Step 2 — We'll send you return instructions.

• For change-of-mind returns, you will receive return shipping instructions. Return shipping is your responsibility. You may use the carrier of your choice; we recommend a trackable service.
• For damaged, defective, or wrong-item returns, we will provide a prepaid return shipping label at no cost to you (see Section 4).

Step 3 — Pack the items in the original packaging if possible, include a copy of your order confirmation or invoice, and drop the package off at the carrier of your choice (or the carrier indicated on the prepaid label, if provided).

Step 4 — We'll process your refund or replacement within 3–5 business days of receiving the return at our warehouse. Refunds are issued to your original payment method with no restocking fee. Depending on your bank or card issuer, it can take an additional 3–10 business days for the credit to appear on your statement.

4. Damaged, Defective, or Wrong Item

If your order arrives damaged, defective, or you received the wrong product, please contact us within 7 days of delivery so we can resolve it quickly. We will, at your choice:

• Send a free replacement at no additional cost to you, or
• Issue a full refund including original shipping charges, or
• Issue store credit with a 10% bonus toward your next order

We may ask for photos and may request that you return the damaged item using a prepaid label we provide. We do not require you to mail back damaged or expired food product unless we specifically ask — most defective claims are resolved without a physical return.

5. Exchanges

Want a different flavor, intensity, or product instead of a refund? Just tell us when you contact us and we'll arrange a one-for-one exchange.

• For change-of-mind exchanges, you pay only the cost of sending the original item back; the replacement ships to you free with standard shipping.
• For damaged, defective, or wrong-item exchanges, we cover all shipping costs (return label and replacement shipment) — there is no charge to you.

6. Lost or Stolen Packages

If tracking shows your package as delivered but you cannot locate it:

1. Check with neighbors and your building's mailroom or front desk.
2. Wait 48 hours — carriers sometimes mark packages "delivered" prematurely.
3. If still missing, contact us at hello@capsucup.com within 7 days of the marked-delivered date.

We will file a carrier claim with USPS, UPS, or FedEx and either ship a replacement or issue a refund once the claim is acknowledged. Packages flagged as "delivered" more than 14 days before contact may not be eligible for refund, as carrier claim windows have closed.

7. Refund Method and Timing

We do not charge restocking fees. Paid Expedited or Express shipping charges are refunded only for damaged, defective, wrong-item or lost-package cases.

8. Orders Placed on Marketplaces (Amazon, Walmart, eBay)

If you purchased our products on a third-party marketplace, the return is governed by that marketplace's return policy, not this one. Please initiate your return through the marketplace where you purchased:

• Amazon orders: initiate the return through Amazon.com → Your Orders → Return or replace items. Amazon will provide a prepaid label and process the refund.
• Walmart orders: initiate the return through Walmart.com → Your Account → Purchase history.
• eBay orders: initiate the return through eBay → Purchase history → Return this item.

If you have a quality concern that the marketplace cannot resolve, you are welcome to contact us at hello@capsucup.com and we'll help where we can.

9. Return Shipping Address

Once you have contacted us and received return instructions, ship returns to:

Sterlingoods LLC Attn: Capsucup Returns 8620 NW 64th St., Unit 13 Miami, FL 33166 USA

Important: Please do not ship returns without first contacting us — unauthorized returns may be refused, delayed, or processed without a refund. Always include a copy of your order confirmation inside the package and write your order number on the outside of the box.

10. Defective Products After 30 Days

If a product develops a defect after the 30-day window (e.g., capsules that fail in your machine, abnormal taste, foil integrity issues) and you believe it is a manufacturing defect, please contact us at hello@capsucup.com with photos and your order number. We review these cases individually and may offer a replacement or store credit at our discretion, even outside the standard 30-day window.

11. Cancellations

If you need to cancel an order, please contact us as soon as possible:

• Before the order ships (typically within 24 hours of placement): we will cancel and refund in full.
• After the order has shipped: we cannot cancel, but you may refuse delivery or follow the return process above once it arrives.

12. Contact Us

• Email: hello@capsucup.com
• WhatsApp / Phone: +1 (305) 570-5172
• Mail: Sterlingoods LLC, Attn: Capsucup Returns, 8620 NW 64th St., Unit 13, Miami, FL 33166, USA
• Hours: Monday–Friday, 9:00 AM – 5:00 PM ET (excluding U.S. federal holidays)

We aim to respond to all inquiries within one business day.

Contact Us

Capsucup — a brand of Sterlingoods LLC
8620 NW 64th St., Unit 13, Miami, FL 33166, USA
Email: hello@capsucup.com
Phone / WhatsApp: +1 (305) 570-5172
Contact form: capsucup.com/pages/contact