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Here are some Frequently Asked Questions that come our way. If you don't see one that helps please message us and we'll try to help soon.


Why was my card charged twice?

Why is my shipment delayed?

Where is my order confirmation?

Why was my order marked as delivered but it was not?

What do I do if my order arrived damaged?

What do I do if I recieved an incorrect order?

Why won't my giftcard work online?


When Do You Roast?

How do I brew my coffee?

How Do I Learn About New Coffees?

What is a Traditional to Modern Scale?

Are we Fair Trade?

What is the best way to store my coffee?

What is the Roast Level & Profile?


What Espresso Do You Use?

Can You Grind My Coffee?

How do I make a return/exchange?

Are you hiring?

How do I find out my giftcard balance?

Where are your cafes located?

Do you have any meeting spaces available?

Do you serve food?

Do you have patio seating?

Are pets allowed inside the cafe?

Do you have non-coffee beverages?

Do you allow outside food or drink in the cafe?

What holidays are you closed?


What kinds of classes do you offer?

What’s the difference between Public and Professional classes?

How do I sign up for a class?


Can I use Onyx at a special event?

Do you offer Catering?

Do you offer donations?


I have a subscription, why can’t I log in?

When will my subscription ship?

How often do you change out the Roasters Choice?

When will my gift subscription ship?

How do I change the frequency of my subscription?

How do I skip/resume a shipment?

How do I cancel my subscription?

How do I update my billing/shipping information?

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Drink coffee with hands bad! Mugs work great though.