FAQ

Sometimes there can be an error in processing cards online. This is likely a pending pre-authorization you see on your statement and it should disappear from your credit card transactions within a couple days.


Still experiencing an issue? 
Please feel free to email us at info@onyxcoffeelab.com with your name and order number and we can look into this further for you.

Couriers can sometimes experience influxes in orders that might overwhelm and skew expected shipment timeframes. If you haven’t already, sign up for updates on your package through your courier by referencing your tracking number.


Still experiencing an issue? 
We wanna stay in the loop with this! Please email us at info@onyxcoffeelab.com with your name and order number and we can work with you to find resolution on this.

Sometimes, our emails end up in people’s junk folders. Other times, the confirmation is sent as a text and is blocked by the phone carrier.

Why does this happen?
 When checking out using PayPal/Amazon or ShopPay they will save your phone number and the notifications are sent to you as a text message. This can be a little non-traditional and confusing with so much spam texting these days.

Once you do receive your confirmation you can check the status of your order and subscribe for email updates if this is an easier way to stay in the loop! If you have any questions about this, please feel free to please email info@onyxcoffelab.com providing us with the name on your order. We can then look up your order and provide you with that confirmation.

Please try checking with your neighbors and your postal delivery person. Also check around your normal delivery place to see if it’s been put somewhere different. Sometimes carriers will mark packages as being delivered but not actually deliver them until the next day.

Unfortunately, we do not have any additional information than what you have received. Once we hand off the package to USPS, it’s in their hands to ensure delivery.

All that being said, if you are unable to track down your package, please let us know by sending your name and order number to info@onyxcoffeelab.com with a description of the issue you’re experiencing. We want to make sure that you are happy with your purchase from us, and we’ll look into sending a replacement order.

We appreciate your business and want to make it right. Please email us at info@onyxcoffeelab.com with your name and order number and a description of the issue you’re experiencing and we will work to make it right.

We’re human, but we wanna strive to be better and make this right for you. Please email us at info@onyxcoffeelab.com with your name and order number and a description of the issue you’re experiencing and we will send you a correct, replacement order!

At Onyx, we have two different types of gift cards. We offer both in store gift cards, which you can purchase HERE, and online store gift cards HERE. The gift cards that are purchased through our Cafes can only be used in the Cafe. They run independently of our online store. Please email us at info@onyxcoffeelab.com with your name and a description of the issue you’re experiencing and we can swap out your cafe gift card for an online gift card!

All of our coffee for the cafes and for online orders are roasted to order, and we roast and ship our coffees Monday through Friday. At most, they are shipped out or delivered to our cafes within 24hrs of being roasted.

Curious about how to brew your coffee or use that new brew method? Click HERE where you can watch brewing video tutorials. You can also visit each coffee’s product page for videos of how we brewed that specific coffee on filter and espresso.

Please sign up for our newsletter HERE or give us a follow @onyxcoffeelab on instagram to stay up to date with our newest selections.
Feel like you’re missing out on those pre-orders? When we add new coffees, we post them on our instagram page and newsletter.

The Traditional to Modern Scale on our bags refers to the expected flavors in coffee. If the scale is marked more towards Traditional, you can expect flavors like nuts, dry wine, bakers chocolate, etc. With coffees marked more towards Modern, you can expect flavors like citrus, floral, fruit, etc. Typically, but not always, the more modern the coffee, the lighter we usually roast it.

The short answer is yes and no. Essentially, we meet Fair Trade requirements but we don’t have the actual certifications.
 We tend to pay 3-4x more than the Fair Trade for our coffees, meaning we go above and beyond what Fair Trade pricing is.

Once one of our bags of coffee is opened, it is good for about 30 days. Our 10 oz boxes are created to be tight and act as coffee containers. Once you open your new coffee for the first time, just roll the bag up and place it back in the box with the lid shut. This will keep your coffee tasting good.

Once you have opened the 2lb and 5lb bags, simply folding it over and clamping it shut will keep your coffee fresh. However, for optimal freshness, we recommend an airtight container for these sizes of bags.

Learn more

We find that with how we roast, lighter than most places, it doesn’t take as long for a coffee to go stale. An older coffee will usually not taste as vibrant. Oxygen is what causes coffee to degrade, so keeping your bag sealed or in an air-tight container will help to extend its shelf life!

We roast each of our coffees to bring out its best qualities, so all of our coffees are roasted a bit different from each other. But that also means, for us, our coffees are a medium-ish roast to a lighter roast.


Learn more

Our Blend Monarch is our darkest coffee and is excellent as an espresso for milk beverages. Find out more information on your specific batch of coffee HERE.

In our cafes, we use Geometry when someone orders an espresso, and we use it in our milk-based drinks that are 6oz and under. For milk based drinks that are over 6oz, we use Monarch!

Absolutely! If you purchase a retail coffee from us in the store or receive one as a gift, we can grind it for you. Just bring it into your local cafe and we’ll take care of you.
We sell all of our online coffee as whole bean. We currently do not grind online orders.

We are happy to return non-coffee items so long as they are in the original condition, unworn, within 30 days. Please bring your item back into the cafe with a copy of your original receipt and we can accept your return. You can also mail back the item to the following address. Please include your name, order number, and the details of why you are sending it back.

Onyx Coffee Lab

℅ Returns/Exchanges

101 E Walnut St

Rogers, Ar 72756

We do not accept coffee returns at this time. However, if there is a problem with your coffee, please email us at info@onyxcoffeelab.com so we can find out what’s happening and work to make it right.

Check out more information on our careers page HERE.
If you’re interested in being part of our team, in any capacity, email your resume or just your name, something fun about yourself, what you are interested in, and your availability to info@onyxcoffeelab.com or bring it into one of our cafes!

If you are using a physical store gift card, we can check the balance for you either over the phone or in the cafe when you patron us!
If you are using an online gift card, please email info@onyxcoffeelab.com with your name, gift card number, and a description of your request and we can check that balance for you.

We currently have 4 cafe locations, all located in NW Arkansas.
Click HERE to view each of our locations.

We have free meeting space available in our Bentonville Cafe that can be reserved by marking your name in the reservation book either in person or over the phone. Feel free to call the cafe at (479)-715-6492.

Our Rogers/HQ location has private meeting space available for reservation, for a fee, for larger meetings and company gatherings. For reservation inquiries click HERE.

Our cafes offer an assortment of breakfast items, pastries, and baguette sandwiches made fresh daily by our in-house bakery. Additionally, we have a selection of market and grab-and-go items as well.

Each of our cafes have open-air patio seating for either to-go or for-here service. There is limited outlet access on our patios and each patio offers some covered seating in case of inclement weather. We do not allow smoking within our patio seating.

We do not allow pets inside the cafe. Service animals are permitted so long as they are marked appropriately.

We do! We have a selection of teas and non-coffee beverages on our menu as well as carbonated beverages available in our grab-and-go market cases.

We do not allow any outside food or beverage within the cafe. We have an accommodating selection of both food and beverages that we offer!

We are closed on Thanksgiving Day and Christmas Day. Adjustments in hours for any other occasion or holiday will be posted on our social media and at our physical locations.

We offer classes covering a range of topics, from tastings to manual brewing to espresso. All classes can be found HERE.

Public classes are designed for coffee drinkers and home enthusiasts that want to learn more about coffee and improve their home brewing technique. Professional classes are designed for baristas, café owners/managers, and wholesale partners taught within the context of the café. For a full list of classes, click HERE. For help deciding which class is best for you, email dylan@onyxcoffeelab.com.

All available classes are listed, HERE, on our Eventbrite page. Find your class, select the date you would like to attend, and check out.

We love being a part of the community! Whether that be a local festival, wedding, or community gathering, we’d love to be a part of it. Email events@onyxcoffeelab.com with your name and a description of your request and we can connect to dialogue your request further.

Check out our catering options HERE.

We Cater! For small caterings (10-50ppl), talk to your friendly barista at your local cafe about what our options look like. For larger caterings, email events@onyxcoffeelab.com with your name and a description of your request and we can provide you with larger scale information and selections!

We periodically donate products to various causes. If you are interested in a donation, please email info@onyxcoffeelab.com with your name, organization, and description of your donation request and we will connect with you so we can dialogue your request further!

There are times when, technically, you do not have an account with us. Let us explain.
Our old subscription app was supposed to require an Onyx account to be made when first signing up. But there was a glitch where if you had ever been on our site before, it didn’t prompt you. The subscription service remembered all of your info and scheduled and processed the orders, which is why you have been getting notifications. If you create an account with the same email, you will be able to see all of your past transactions. You will also be able to make changes like, skip a delivery, swap plans, and update your shipping address.

Click HERE to create an account. 
If you still have trouble logging into your account, please email info@onyxcoffeelab.com.

We process subscriptions on each Tuesday of the week. Your subscription will ship out within 24 hours of your order being processed.

The Roasters Choice subscriptions ship out a different single origin coffee with every shipment. We change the coffee for it every Tuesday. Unfortunately, we are unable to offer substitutions or to choose which coffee gets shipped.

Our gift subscriptions ship out every month on the day of the month that the order was placed. So, if you order on the 15th of May, they will go out on the 15th of June, the 15th of July, etc. The dates can be rescheduled if needed.

To change the order frequency of an existing subscription, please follow these steps:

Select the Account Management icon.
Log in to your account.
Select Manage Subscription.
"Under "Order frequency", select "Change frequency".
Select a new Frequency.

To skip/resume an order, please follow these steps:

Select the Account Management Icon.
Log in to your account.
Select the Manage Subscription.
Select View Details under the subscription you would like to skip an order for.
Select Manage upcoming orders.
Select Skip Order beside the order you would like to skip.

If your subscription has an order that was skipped that needs to be reversed, you can follow steps 1-6 and select Recover Order to reverse the change that was made earlier.

To cancel a subscription on your store, please follow these steps:

Select the Account Management Icon.
Log in to your account.
Select Manage Subscription.
Select View Details under the subscription that needs to be cancelled.
Select Cancel Subscription.
Choose a cancellation reason.

To update the shipping or billing details of an existing subscription, please follow these steps:

Select the Account Management Icon.
Log in to your account.
Select the Manage Subscription.
Select View Details under the subscription that you would like to update the payment method for.
Select Address and shipping information.
Select Edit under either Shipping Method, Shipping Address, or Billing Address.
Select Save Changes.

Once the shipping or billing details have been updated, all future recurring orders will automatically reflect this new information.