Frequently Asked Questions

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Will I get a confirmation of my order?
Answer

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 it is packed and ready to be shipped.

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How do I track my order?
Answer
Sign in to your account and click on the “Current Orders” link under the “My Orders” box. To view the details of an order, you can click on the order number. If your order has shipped it will have a "Track" button available. Click on the button and you will be directed to the FedEx website, which will give you delivery details.

If the order is shipping to Canada, please be aware that you will not be able to view any tracking scans until your shipment clears border customs. Once the shipment has passed through customs, you may use the noted tracking number to track the package to your door.
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How long will it take to get my order?
Answer
Your order will be processed within 48 hours; we process orders on business days only. Any expedited shipping time frames take effect after the order has been processed. Please refer to our Shipping and Handling page for more information on specific shipping methods and timeframes.
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How do I change or cancel my order?
Answer
Unfortunately, once an order is in process, we are unable to edit or cancel the items. Please understand that the ordering process is automated and the orders are printed immediately in our distribution center and processed. You may track your shipment in your Keurig account to determine if someone will be available to refuse the shipment. If you will not be home when the shipment is expected to arrive, please leave a note for the FedEx driver that you do not want your Keurig shipment and it should be returned. If you would like to have Keurig help facilitate this refusal, please contact our Customer Service as soon as possible after you have placed the order.

Please note, you will be charged for this shipment but will be credited when it is returned to us. We certainly apologize for any inconvenience but hope that in the majority of cases our speedy processing will work to your advantage.
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I selected overnight or 2nd Day shipping and I did not get it within that timeframe.
Answer

Keurig typically does not ship orders the same day they are received. Please allow up to 48 hours to process and ship your order. We process orders on business days only. Any expedited shipping timeframes take effect after the order has been processed. Therefore, an order shipped via 2nd Day could possibly take up to 4 business days to arrive. We do try our best to ship expedited orders on the next business day.

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I didn’t receive my order, how can I get a replacement?
Answer
We are sorry that your order didn’t reach you as intended. Please sign in to your account to track your package and verify delivery. Many times your package may have been left at the designated address without notification. Please be sure to check around the outside grounds for the package. You may also want to ask neighbors if they received your delivery for you in your absence. If you still have not found your shipment and the FedEx tracking confirms delivery, please contact our Customer Service.
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I received the wrong item or I am missing items from my order.
Answer
We are sorry to hear that you did not receive the exact items that you ordered. Please contact our Customer Service for assistance. Please be sure to provide your order number.
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My shipping information is incorrect. What can I do?
Answer

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. We apologize for the inconvenience.

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My order shows that is has shipped and I have received a Shipping Confirmation. There is a tracking #, but no information regarding it.
Answer

If your tracking information is not yet available please check it again the following business day. Please note that although Keurig has your order packaged and ready for pickup by FedEx, you will not see any tracking scans until your package is picked up by FedEx. Your order will be processed and picked up on business days only.

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My order didn’t process but I see a charge on my credit card.
Answer

The 'charge' you see on your account is actually an authorization only. Keurig does not capture any funds until your order ships. When an order is attempted, the bank is notified electronically and funds are authorized even though the order may not go through. This authorization of funds will drop from your account in approximately 72 hours depending on your bank.

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Which methods of payment does Keurig.com accept?
Answer

We accept American Express, Discover, MasterCard and Visa. We can also accept debit cards bearing those logos.

Unfortunately, Keurig.com cannot accept any non-Keurig gift cards, even those bearing a bank/credit card logo.

If you do not have a credit card and wish to purchase Keurig products, we do have partnerships with over 10,000 retail locations across the United States and Canada. Please visit our Store Locator for more details.

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My Order arrived damaged. What can I do?
Answer
We apologize that your order was not received in its rightful condition. We understand your frustration concerning the state of your order upon its arrival. Keurig makes every effort to adequately pack your shipments to ensure the protection of the contents of your shipment. Please contact our Customer Service for assistance with your damaged order.
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How do I set up a corporate account so I can be invoiced?
Answer
If you need to be invoiced for your order, we will need to connect you with one of our distributors. Please fill out a Pricing Request and a Keurig Authorized Distributor will contact you to discuss your specific billing needs.
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I ordered 6 boxes of K-Cup® or Vue® packs but didn’t get my free sample.
Answer

To receive your free K-Cup® sample on an order with six boxes, you must select the sample using the link provided in the shopping cart. Simply, place 6 boxes in your cart, visit the cart to see the message “You qualify for 1 FREE sample. Select 1 Sample.” This message appears in the right hand Order Summary box below the Order Total line. When you click this link, you will be brought to the Free sample page where you can choose your K-Cup® sample selection at $0.00.

Please note: if you select more than the number of Free K-Cup® samples allowed, you will be charged for the items in your shopping cart. For every six boxes on an order, you are eligible to select one free sample.

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How do I return my Brewer?
Answer

If you are not completely satisfied with your Keurig Brewer, you may return it to Keurig within 30 days of purchase. The customer is responsible for return shipping expenses. Please contact our Customer Service prior to taking advantage of Keurig's Money Back Guarantee. No returns will be accepted without a Return Authorization Number. Please note: Portion Packs are not eligible for return or exchange.

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When will I receive credit for my returned item?
Answer

Your credit will be processed within 3-4 weeks and will post to the credit card used to make the purchase.

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I don’t like the coffee I bought. What can I do?
Answer

Food items such as Coffee, Tea, Hot Cocoa Iced Beverage K-Cups® packs are not eligible for return or exchange. We recommend purchasing our exclusive sample packs when trying new selection.

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How do I get a coupon?
Answer
Keurig uses coupon codes for various programs and offers. For example, we offer coupons as part of our Refer a Friend program. For each friend you refer that purchases a brewer directly from Keurig.com, you will each receive a coupon for 2 free boxes. To Refer a Friend, please sign into your account and click the “Refer a Friend” link in the “My Profile” box. On the Refer a Friend page, please enter your friends email address, along with a message and click submit.

Coupons are also used for special promotions to our Club Keurig™ members. Periodically, we send emails to our customers when a new promotion is available.
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How do I purchase a brewer if I am tax exempt?
Answer
Our home brewers are designed and specified for home use only. They are not UL Listed for an office environment and should not be used in one. Using a home brewer in an office would also void the warranty. Therefore, we are unable to honor a tax exemption for our home-use products.

If you plan to use your Brewer in an office or commercial setting, we recommend purchasing a Keurig Commercial Brewer. We can honor your tax exemption for the purchase of a commercial brewer. It is required that the billing name on the account for the order is the same business name that is on the tax exemption certificate. Please note, you will be charged tax on your first order. To have the taxes credited to your account, please contact Customer Service to arrange this credit. You will be required to fax your tax exemption certificate within 3-5 business days. Forms received after 10 business days will only be honored for future orders placed. Once you have been approved and set up as a tax exempt customer, you may continue to see your orders calculate sales tax but you will not be invoiced for tax.

We’re sorry, Resale Certificates are not acceptable for exemption for orders placed on our website.
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What states are taxable?
Answer

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: AZ, AR, CA, CO, CT, DC, FL, GA, IL, IN, IA, KS, ME, MD, MA, MI, MN, MO, NV, NJ, NY, NC, OH, PA, RI, SC, SD, TN, TX, UT, VT, VA, WA, WI, and Canada.

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Can I put a gift message on my order?
Answer

Yes, during checkout there is a check box within the Shipping information section that allows you to indicate you would like to add a gift message. When you click yes, a text box emerges for you to type your gift message. This message will appear on the packing slip of the order. Also, if the check box for gift message is checked, the packing slip will not indicate any pricing.

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How do I redeem a gift card?
Answer

To redeem your Gift Card:

  1. Go to Keurig.com and shop
  2. Gently scratch off label on card back to reveal your Redemption Code
  3. Apply your Redemption Code under Gift Card and Certificates when you check out
  4. Enjoy!
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How do I check my gift card balance?
Answer

To check your gift card balance: Call 800-242-5353 and enter the Card # at the bottom of your gift card, or visit www.keurig.com/giftcards.

Note: To check balances of eGift Certificates sold on Keurig.com, or physical gift cards sold at the Keurig Store in Burlington, MA, please call 866-901-BREW (2739).

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What may I redeem a gift card for?
Answer

Gift card may be redeemed for merchandise online at Keurig.com, or by calling 1-866-901-BREW (2739), or visiting the Keurig Store in Burlington, MA. Card has no value until activated. Protect gift card like cash. Gift card cannot be redeemed for cash or credit except where required by law. Issued by Keurig Green Mountain, Inc. © 2014. Issuer is not responsible for any loss or damage resulting from lost or stolen cards or use without your permission. Any unused balance on a gift card will remain on the gift card until redeemed for merchandise, and will not be transferable. Subject to applicable laws, issuer reserves the right to change these terms and conditions from time to time at its discretion. Void where prohibited. Gift cards not applicable towards purchase of a Keurig e-Gift certificate from Keurig.com. Not for resale. Not reloadable. In the event your Keurig gift card is non-functional, your sole remedy, and our sole liability, shall be the replacement of such Keurig gift card. For Customer Service or to obtain a replacement gift card call 1-866-901-BREW (2739).



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