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Brewing a Smarter Fulfillment Model
How Terra Kaffe Built a Scalable, Premium Operation with Kase
Scaling a consumer brand is hard. Scaling one built around a $2,000, 40-pound connected espresso machine is a different problem entirely.
For Terra Kaffe, fulfillment is not as simple as sending a package, but about protecting a premium product in transit. It requires supporting a growing mix of DTC, wholesale, and retail channels, and building a post-purchase operation that keeps customers loyal long after their first buy.
As the business expanded beyond a single-SKU, single-channel model, Terra Kaffe needed a fulfillment partner with the infrastructure to scale, the carrier relationships to reduce freight costs for heavy items, and the flexibility to take on work that does not fit the standard fulfillment playbook.
With Kase, Terra Kaffe has achieved:
112% Q4 order growth over Q3 (2025)
100% order accuracy in 2025 year-end results
99.5% dock-to-stock performance
Centralized reverse logistics workflow that reduced lead times and shipping damage
Terra Kaffe:
Elevating the at-home espresso experience
Terra Kaffe started as a single-SKU, single-channel DTC brand. Today, it sells through its own website, Amazon, select wholesale accounts, and emerging retail partnerships, including Seattle Coffee Gear. The premium coffee brand has also launched new accessories, a maintenance subscription program, and is actively exploring international expansion.
Zach Oseran, VP of Operations and Finance, oversees a wide scope of the business, from production and inbound supply chain to domestic fulfillment, reverse logistics, finance, and investor relations. “As a team, we touch every part of the business: production, supply chain, fulfillment, last mile optimization, reverse logistics, and finance. The work these people do every day is incredibly demanding, and finding partners who understand that complexity is critical to how we scale.”
That breadth reflects the nature of Terra Kaffe itself. It’s not a simple consumer goods brand. It sells premium machines and a customer experience that extends well beyond checkout.
The need for scalable, white-glove fulfillment
Before Kase, Terra Kaffe worked with a 3PL that provided very attentive service, but the model was difficult to scale. The business was also in the middle of implementing a new ERP system.
“Our prior partner played a real role in getting us here, and we’re grateful for that. But as we started exploring what deeper system integrations and a more expansive fulfillment node network could do for us, it became clear that Kase was the right partner to support where we’re headed,” said Oseran.
That future-view and the company’s long-term goals mattered. Terra Kaffe wanted a partner that could support more channels, additional services, and eventually a second node as the business matured. The company currently operates with Kase in Sunnyvale and is already working with the team to scope what a second node could look like.
Supporting a more complex sales channel mix
Terra Kaffe’s operating model has expanded quickly. Alongside DTC, the brand now supports Amazon, drop-ship retail, wholesale opportunities, and specialized accounts like Seattle Coffee Gear. It’s also preparing for broader in-store retail expansion.
That growth introduces more compliance work, more documentation, and more exceptions. Terra Kaffe has leaned on Kase not only for physical fulfillment but also for operational guidance.
“The Kase team has been very helpful for our retail fulfillment. Having somebody who’s been there, done that, means they can be looking around corners for us,” said Oseran. Kase’s retail compliance team has been instrumental, helping Terra Kaffe navigate the requirements of new partners and move toward in-store expansion.
The communication cadence is flexible but structured. Weekly meetings with the account manager and Sunnyvale leadership keep projects moving, while more intense collaboration happens as needed around launches, compliance, and new workstreams.
Technology that keeps the business lean
Terra Kaffe’s team is small. “We’re 10 people. So, it’s very challenging. It’s a lot of work.”
That makes technology and reporting essential. Terra Kaffe uses Kase’s systems and reporting to monitor shipping speed, logistics costs, and inventory-sensitive items. The brand relies on automated reports tied to backordered and fast-moving products so customer experience teams can act quickly without manually running reports every morning.
“We get a notification from the portal every morning, and it will alert us to a fast-moving product or tell us we’re out of stock on a certain SKU.”
Terra Kaffe requires this kind of visibility to protect an exceptional customer experience and the business’s economics.
We get a notification from the portal every morning, and it will alert us to a fast-moving product or tell us we’re out of stock on a certain SKU.
Defining fulfillment success for a heavy, high-value product
Freight costs are a major consideration when you’re shipping a 40-pound machine across the country.
Before Kase, Terra Kaffe was operating on its own rate cards with carriers— without the negotiating leverage that comes from a portfolio of national volume. Moving to Kase gave them access to Kase’s freight services and carriers, meaningfully lowering the unit economics of each shipment.
“This has been somewhere Kase has really helped us—by decreasing the cost of shipping, the TK-02 specifically,” Oseran said.
On the service side, the brand’s internal goals are central to defining the SLAs.
“Once in a while, we’ll have a small claim, but for the most part, we’ve been in SLA, which is great.”
Kase has helped Terra Kaffe achieve:
Same-day shipping
99.7%
Goal: >85%
Second-day shipping
99.5%
Goal: >99%
Damage-free orders
100%
Goal: >99%
Reverse logistics, rebuilt
For many brands, returns are a necessary cost. However, for Terra Kaffe, reverse logistics is a core part of the business model.
The Terra Kaffe machines involve hot water, steam, and milk systems, as well as hundreds of internal components. That means warranty repairs, out-of-warranty refurbishments, spare parts management, and protective packaging must work together.
Terra Kaffe currently runs two main after-sales workflows. The first supports in-warranty repairs, where machines are picked up, sent to repair centers, fixed, and returned to customers. The second supports the refurbishment of out-ofwarranty and returned machines, in which customers receive a refurbished replacement while their original machine enters the repair-and-rework pool.
Kase supports this operation in two especially important ways.
First, Terra Kaffe centralizes spare parts fulfillment within the Kase warehouse. Previously, the company relied on smaller, reactive air freight shipments to individual repair and refurbishment centers. Now, it uses a hub-and-spoke model from Texas, reducing both cost and lead time.
“Centralizing our spare parts fulfillment with Kase reduces our logistics cost of having to do smaller ‘pop-up’ shipments,” Oseran said. “It also reduces our lead time.”
Second, Kase now assembles and ships custom packaging to customers for returned machines. These are not standard cartons; they are intentionally over-engineered kits with foam protection and heavy packaging built to protect a 40-pound machine in transit.
“Having Kase assemble and ship return packaging to customers protects the product—instead of relying on them to package it themselves or go to their local FedEx. It’s just never the same level of care, and we’ve reduced shipping damage as a result,” said Oseran.
This reverse logistics program is one of the clearest examples of Kase moving beyond basic fulfillment. The process is operationally complex, customer-facing, and directly tied to satisfaction and retention.
“Terra Kaffe’s product deserves the same care in return shipping as it does going out the door,” says Mike Venditti, VP of Fulfillment at Kase. “Our custom packaging assembly ensures that every machine coming back to us arrives damage-free.”
Supporting subscription and accessory growth
Beyond shipping their luxury espresso machines, the brand is building recurring revenue around the ownership experience.
One example is the Better Brewing Bundle, which combines water filters and cleaning products used for descaling and maintenance. Customers can buy the components individually or together, and Terra Kaffe has configured the bundle as a subscription option to support recurring demand and customer retention.
“From a recurring revenue perspective, it’s really good for us,” says Oseran. “From a machine maintenance perspective, it’s good for the customer.”
Kase supports that program by handling the configuration operationally, with items picked individually and combined into a single overpack. That flexibility gives Terra Kaffe room to build a smarter ownership ecosystem around the core machine sale.
A dynamic partnership built for what's next
When asked to describe the Kase X Terra Kaffe relationship in one word, Oseran chose: dynamic.
“We really lean on the Kase team for support and consulting and asking things like, what’s the best way to structure this, or how should we think about that?”
This dynamic partnership matters because Terra Kaffe is still evolving. The brand is exploring more wholesale growth, international opportunities, and a second fulfillment node. It’s also optimizing how its domestic network could serve nearby markets like Canada and Mexico.
Like any 3PL or business relationship, things aren’t always frictionless. But Oseran was clear about what stood out: when problems arose, Kase brought in leadership and stayed engaged until they were solved.
“I feel the commitment from Kase to help us grow is there.”
For a fast-growing brand with a small team, heavy products, and an unusually complex reverse logistics model, that kind of support is a key part of the infrastructure needed to grow.
I feel the commitment from Kase to help us grow is there.
About Terra Kaffe
Terra Kaffe is a premium espresso machine brand focused on bringing café-quality coffee into the home through beautifully designed, tech-enabled machines and a growing ecosystem of accessories and services. As the company expands across DTC, wholesale, and retail, it continues to build an ownership experience shaped by product innovation, customer care, and operational flexibility.
Learn more at terrakaffe.com
About Kase
Founded in 2015, Kase is a nationwide provider of cloud-based logistics and ecommerce fulfillment services for consumer product companies worldwide. We have built our own industry-leading WMS to fully optimize ecommerce logistics. In 2024, Kase was acquired by WSI (Warehouse Specialists, LLC) to support its ecommerce growth.
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