Shipping policy

Last updated: 7 November 2026

We ship from Medan, North Sumatra, Indonesia.

Processing time

Orders are prepared and dispatched within 2–5 business days (Monday to Friday, excluding Indonesian public holidays) after payment is confirmed. For bank-transfer orders, processing starts when the funds clear.

Where we ship

We ship to most countries worldwide. If we can't ship to your address, we will let you know and refund your order in full.

Shipping methods and costs

We ship by international courier and postal services, such as DHL, FedEx or EMS. Available options and costs are shown at checkout before you pay.

Delivery times

Estimated delivery times are shown at checkout. Most international orders arrive within 5–15 business days after dispatch. These are estimates, not guarantees. Customs checks, holidays and carrier delays can add time.

Tracking

When your order ships, we'll email you a tracking number.

Customs, duties and taxes

International orders may be charged import duties, taxes and customs clearance fees by the destination country. These are not included in our prices or shipping charges, and they are the buyer's responsibility. Your courier may contact you to pay them before delivery.

Some countries restrict or regulate the import of food and agricultural products. Please check your country's rules before ordering. We cannot refund orders that are refused, seized or destroyed by customs because of local import rules.

Packaging

Whole beans are vacuum-sealed to protect their moisture and aroma in transit.

Address accuracy

Please make sure your shipping address is complete and correct. We are not responsible for orders delayed or lost because of an incorrect address. If an order is returned to us for this reason, we can re-send it once you pay the new shipping cost.

Lost or damaged parcels

If your tracking hasn't updated for 10 business days, or your parcel arrives damaged, contact us at info@pinisiandco.com and we'll work with the carrier to resolve it. See our Refund Policy for damaged orders.

Wholesale shipments

Shipping terms for wholesale orders are set out in your quote or invoice.