FREQUENTLY ASKED QUESTIONS

Answers to your questions.

Here are answers to some of the most commonly asked questions about Pura Vida and our mission to Create Good^®. If you don’t see the information you’re looking for, please send us an e-mail at creategood@puravidacreategood.org.

What is the relationship between Pura Vida Create Good and the Create Good Foundation?

At the same time Pura Vida Coffee (currently named Pura Vida Create Good) was formed in 1998, the Founders also established a public nonprofit called Pura Vida Partners (currently named Create Good Foundation) to accept donations from customers and others to fund projects that would improve the lives of coffee farmers and their families. Pura Vida Create Good has funded from inception a significant portion of the overhead costs associated with operating the Foundation, and has and continues to make monthly contributions to the Foundation.

When you purchase Pura Vida coffee for your office, church or food service establishment, we hope you experience the intrinsic satisfaction of knowing you are helping us provide clean water, health care, and economic opportunity fo coffee farmers and their families.

Why organic coffee?

Supporting organic coffee helps protect the health of people and the planet by reducing the overall exposure to toxic chemicals from synthetic pesticides that can end up in the ground, air, water, and food supply. These environmentally sustainable farming methods protect farmers’ health and preserve valuable ecosystems for future generations. For more information about organic certification, please visit the USDA.

What is Fair Trade Certified coffee?

Fair Trade coffee is coffee which is purchased directly from the growers for a higher price than standard coffee. Fair Trade coffee is one of many Fair Trade Certified products available around the world. The purpose of Fair Trade is to promote healthier working conditions and greater economic incentive for producers. Coffee farmers producing Fair Trade Certified coffee are required to be part of a co-op with other local growers. The co-ops determine how the premiums from Fair Trade Coffee will be spent. Growers are guaranteed a minimum price for the coffee, and if market prices exceed the minimum, they receive a per pound premium.

Our certified coffee also means that our coffee is free of genetically modified organisms (GMOs), preserving the use of natural coffee beans. To learn more about Fair Trade Certified, please visit Fair Trade USA.

What does the Shade-Grown symbol stand for?

Shade-grown coffee is cultivated in the traditional way, amongst forest trees. Shade-grown coffee facilitates a bio-diverse environment by providing a natural habitat for forest birds and reducing deforestation and erosion. Since it takes the beans longer to mature and ripen, it is thought to have a more complex flavor.

How is your coffee roasted?

We believe small batch drum roasting is the best method to produce craft level specialty coffee. If you order Pura Vida coffee in whole bean form, you notice our beans have an oily consistency and terrific aroma which results from small batch drum roasting.

A skilled artisan Roaster oversees the roasting process but is helped by a computer controlled Agtron roast profiler, which ensures the beans are roasted at the proper temperature for the right amount of time to produce the roast level we specify - from bold to bright. Our commitment to craft roasting is an extension of our desire to be respectful of the coffee farmers who carefully and diligently produce Arabica beans, and we believe we owe it to them and our customers to use proper roasting methods and technologies so that great brewed coffee products result.

What is your decaf process?

We use the Organic Water Process method to decaffeinate Pura Vida coffee. This patented method involves submerging beans in heated water that is saturated with coffee flavor, then extracting the caffeine using special carbon filters. The flavor-charged water prevents much of the coffee’s flavor from dissolving, while the filters selectively remove the caffeine, leaving most of the coffee’s characteristics intact. No chemicals are used.

How do I choose the right coffee?

Although unlike some national companies, we don't "over roast" our beans producing almost a burnt or charred taste, our bolder coffees do tend to be stronger while our brighter coffees are more mild. When possible, we like to conduct complementary coffee tastings to determine which of our coffees match your or your employees, members or customers taste preferences. In addition, we are pleased to provide samples of our coffees. You may also find this chart helpful.

How to order?

Our goal is to ship your items within 48 hours of when the order was placed. Most orders ship within 24 hours (for items that are in stock).

We currently only accept orders for delivery in the United States. Free shipping for all orders over $30.00 that are shipped UPS Ground (limited to one shipping address per order).

Payment: We accept MasterCard, Visa, American Express or Discover. Terms of Net 20 are available for qualifying businesses. Contact us at creategood@creategood.org to request an application.

How to Place an Order

Online Orders:
You can either place a one-time order or join our Create Good Club and have items sent to you automatically every few weeks (the interval can be anywhere from one to eight weeks between shipments).

We follow standard Web protocols to ensure that any financial information you give us remains secure.

To begin shopping, click here.

Phone Orders:
Call 877-469-1431 (toll-free) or 206-328-9606 (Seattle area). Our office is open Monday--Friday, 8 a.m.--5 p.m. (PST)

Fax Orders:
Fax your order to 206-328-2284. Include your name (as it apperas on your credit card), billing address, shipping address, your credit card number and expiration date. Please be sure to include your phone or fax number in case we need to contact you.

What are your shipping rates?

Flat Rate Shipping

Flat Shipping rates within the United States are listed below. Regardless of your order size, you pay the one low flat rate.

Order Type	WA	Cont. U.S.	AK & HI
UPS Ground Order Over $30 (limited to shipping to one address)	FREE	FREE	FREE
UPS Ground Order Under $30	$6	$8	$12
UPS 3^rd Day Air	$15	$30	$30
UPS 2^nd Day Air	$20	$45	$45
UPS Next Day Air	$35	$65	$65

Create Good Club members get a 50% discount off of all rates shown above.

How do I set up an account?

Setting Up an Account

If you create an account with us, we are able to save your billing, shipping, credit card information and order history information. This makes checking out easier and faster the next time you shop. Just log in next time you are shopping to quickly retrieve your information. We securely store your information, and absolutely do not share it with anybody else. Please note that your computer must accept cookies in order to save or access your account information.

Once you are logged in you will have the ability to:

Place an order.
Set-up a Create Good Club account (recurring order) or edit your existing one.
Review your order history.
Manage/change your account information.
Reset your password.

How do I return something?

Pura Vida Create Good strives to provide excellent product and customer service, and we will do whatever we can to ensure that you're satisfied. If we send you the wrong product, please contact us immediately so that we can determine the best way to correct the problem. We can not accept the return of any items that have been opened. You can reach us at our toll-free number 877-469-1431 or 206-328-9606 if you are located in the Seattle area (Monday - Friday 8 am – 5 pm PT). If you prefer, send an e-mail to creategood@creategood.org.

How quickly will I get my order?

Pura Vida Create Good is committed to freshness. That's why we ship coffee, tea, and other items within 48 hours after you place an order (allow additional time for orders placed on the weekend). If you order an item that is not in stock, we will notify you if the delay will be more than a week.

All orders are shipped via United Parcel Service (UPS) Ground, unless otherwise requested. Expedited shipping will be billed at the rates shown in the Flat Rate Shipping table (see above). We will only ship to PO Boxes when no other alternative is available for the customer. Orders typically arrive in two to six business days, depending on your location. Refer to the following map to determine a more exact length of time:

How do I get order and invoice history?

After you have initially logged in, you can look up all of your previous orders and invoices under the Order History link. Your current billing and shipping information will be displayed along with a summary of prior orders. Click on the Order # to see what you ordered. Click on the Invoice link to see the actual invoice.

Do you send order confirmations?

If you place your order online, you'll instantly receive an order confirmation via e-mail. If you fax or call to place an order, a confirmation will only be sent if you request one. Should you need to make any changes to the order, please contact us as soon as possible.

We send an invoice/shipment confirmation after your order has been shipped. Located on the bottom left-hand side of the invoice will be your UPS Tracking number. Once this has been sent, it is too late to make any changes to the order.

Do you offer reoccuring orders?

Automatic Repeating Order-–Save on Shipping

A recurring order is the best way to guarantee regular delivery of your favorite Pura Vida products. You get fresh coffee (and any other items you choose) delivered to your door on a regular basis, and you save 50 percent on shipping costs. You will be given the opportunity to open a Create Good Club account after you place your first order. After the order is placed and paid for, Click the Create Recurring Order button to be taken to another screen that will allow you to edit the items in your recurring order, the date that you would like the next order to ship, and the interval between each shipment (1–8 weeks).

How do I ship to multiple addresses?

Our shopping cart is set-up to accept only one shipping address per order. If you want to ship to several addresses, you will need to enter a separate order for each address.

If you prefer, call us or send an e-mail and we will be happy to enter the multiple orders for you. You can reach us at 877-469-1431 (toll free) or 206-328-9606 (Seattle area). Monday--Friday 8 a.m.–5 p.m. (PST). Or email us at creategood@creategood.org.

Do you have wholesale pricing?

Depending on the amount of coffee your organization will be purchasing (minimum is 250 pounds per year), you may be eligible for wholesale pricing. Contact us to obtain more details.

How do I get a business account?

If you are interested in setting up terms with us (our terms are Net 20), contact us and we will send you an application to apply for one.

How do I update my account?

It is very easy to update your account information. Simply log in (click on the My Account button in top right-hand corner), and click on the Manage Account Information link under My Account. You will be able to change, update, and save any information you have stored with us.

How do I get password assistance?

If you are having difficulty logging in, here are some pointers:
1. Your password is case-sensitive. Please check to be sure CapsLock is off.
2. If you have a number in your password, and are using an extended keyboard, please make sure NumLock is on.
3. Are your cookies enabled? If your computer does not allow cookies, you will be unable to use or access any account information.

How do I track my order?

Your invoice will contain your shipments tracking number. To track go to the UPS Tracking website at www.ups.com/tracking/tracking.html and enter the tracking number. If you prefer, contact us and we will look up the information for you.

Can I print a receipt of my transaction?

Yes. If you are logged into your account, you can look at order history and open prior invoices for viewing and printing.

Is there a minimum order?

No. You can order anything you like. To be eligible for free shipping, you need to order more than $30 worth of products.

Did my order go through?

After your order goes through (you have selected the Purchase Items button), a confirmation e-mail will automatically be sent to the e-mail address you entered. You will also be directed to a page with the heading Thank you for Your Order. If you select printer friendly confirmation from this page, a pop-up window will open with a copy of the order that you can print. Also, you can click on My Account to review your Order History. If none of these things occur, your order did not go through. Please contact us and we will help you make sure the order gets placed.

What if my order hasn't appeared in my Order History?

If you don’t see your order, contact us to confirm that your order has been processed correctly.

Can I cancel an order once it has been placed?

If the order has not shipped, you may be able to cancel it. Please contact us to determine what options are available.

What sort of brewing equipment do you offer?

We sell professional brewing equipment from Curtis. Take a look >>

Looking for coffee for your home?

Visit our online store at creategood.org to order coffee, tea, and other products for your home. We have created two sites to better serve the needs of individuals from organizations.

How should I store my coffee?

Contrary to popular opinion, coffee should never be stored in the freezer. Storing it in the bags we send it to you in is great—that’s what they’re made for! Your beans will stay fresh for a week in their vented bag. If you’re going to use the coffee over more than a week’s time, invest in an airtight container to keep your coffee fresh.

Do you sell other breakroom supplies?

We sell a full line of breakroom supplies such as tea, creamers, and sugars? See more >>

What are your shipping terms & Policies?

We strive to ship all orders within 48 hours. Our standard business hours are Monday through Friday, 8 a.m. to 5 p.m. Pacific Time Standard. We typically ship via UPS and we reserve the right to substitute another carrier of equal or lesser cost to deliver your order. If expedited shipping is required, please select that as your shipping choice.

All shipping charges are your responsibility, unless waived by Pura Vida Create Good. Shipping charges will be included on your invoice and can be viewed prior to finalizing your order. The shipping charge shown during the checkout process is subject to verification. Shipping charges are subject to change without notice.

All orders are shipped FOB shipping point. Title to products passes from Pura Vida Create Good to you upon shipment and we are not responsible for any shipping delays or problems once the product has been shipped.

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FREQUENTLY ASKED QUESTIONS

Answers to your questions.