Subscription FAQ

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 and 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 too.

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 and a new Interval.

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.