Frequently Asked Questions
Online Ordering & Shipping Questions
Do you ship internationally?
We are able to ship to any address that UPS serves. If you’re ordering internationally, please check to see if you can receive packages from UPS. Note that this may incur a longer ship time.
When will my online order roast and ship?
We roast orders Monday through Friday and ship the same day. Note that if you order after 7am on any given day, your order will be processed the following roast day. We do this to ensure your coffee arrives to you as fresh as possible!
Where is my order?
As soon as your order ships, we’ll email you with a tracking number. If you didn’t receive this email, please check your spam folder and email us at email@example.com if you’re unable to locate it.
Once your package leaves our roastery, it’s in the hands of the shipping carrier to deliver so we unfortunately do not have any additional information about its whereabouts beyond the tracking number. In rare cases, the carrier may lose your package. If this happens, please get in touch with us so we can file a claim with the carrier and refund/replace your order.
I haven’t received my package, but it’s been a few days and tracking is pending.
Shipping carriers see a huge amount of shipping volumes throughout the pandemic and during the holiday season. They also have very specific requirements before we can file a claim. Please note that especially during the holidays, there may be delays in shipping that will result in slow tracking updates.
My package says that it was delivered, but I still haven’t received it.
If the carrier has marked your package as delivered, but you can’t find it, please start by checking with your neighbors, your postal worker, or your local post office. Most of the time, packages turn up this way.
What is your return policy?
Since coffee is a perishable item, and your coffee was roasted to order, we are unable to offer returns on coffee. However, if your order arrived damaged or there was an error with your order, we’d be glad to help! Please contact us for support.
If your package is returned to the roastery, we will contact you, ask questions to resolve the shipping issue (i.e. confirm the address if the return label says “insufficient address”), and offer to reship the same contents of the package.
We want to make sure you’re satisfied with your order, so if the coffee you received wasn’t to your taste, please get in touch with us so we can help match you to a coffee we think you’ll love!
For all other merchandise, we will happily offer refunds if the item is returned unopened and unused. Contact us to arrange a return.
Can I subscribe to a specific coffee?
You can subscribe to The Daily, The Waverly, Benchmark, Amsterdam, Big City, Half Moon, Nightcap, and Colombia La Familia Guarnizo. Our single origin menu rotates seasonally and you can subscribe to a rotating selection of single origin coffees by choosing “Single Origin Selection.”
Can I modify my subscription after starting it?
Yes, you can login and pause your subscription, change the requested grind, or adjust the frequency at any time. If you have a particular need, reach out to firstname.lastname@example.org and let us know how we can help and we’ll get it just the way you like it. Subscriptions can be adjusted at any moment up until 6pm of the night before it goes out. Your first subscription order will ship the day after you place it online; based on your frequency selection, your next order will ship that exact frequency from the date your first order shipped, and so on!
What service do you use to ship subscription packages?
Subscriptions ship free via UPS SurePost. Although UPS is considered the official shipping carrier, they may transfer your package to your local post office for the final leg of delivery at their discretion. If you cannot receive USPS deliveries at your address, you have the option to choose a different UPS shipping class at checkout—select “calculate shipping” for more.
Do you offer public classes?
We offer a range of classes from latte art to our month long barista course. Check our Classes page for our class calendar.
Where are your classes taught?
Classes are held at our Pro Shop location at 131 West 21st Street and roasting classes are held at our Long Island City Roastery.
What is your cancellation or rescheduling policy?
We are happy to reschedule your tickets up to 72-hours before your class for no additional fee. To do so please reach out to email@example.com
Can I purchase brewing equipment?
Yes! Equipment is available to purchase at a 10% discount on the day of your class.
What is your policy on Covid-19 vaccination?
In accordance with Executive order 225 all class participants must now show proof of vaccination with any of the following means: A CDC Covid-19 vaccination Record Card or an official immunization record from the jurisdiction, state or country where the vaccine was administered or a digital or physical photo of such record, reflecting the person’s name, vaccine brand and date administered, A New York State Escelsior Pass, or a New York City COVID safe pass. Failure to show proof of vaccination will result in a voided class ticket.
What does Rainforest Alliance certification entail?
The Rainforest Alliance Certified™ seal is awarded to farms, forests, and businesses that meet rigorous environmental and social standards. Approximately 80% of our coffee volume is Rainforest Alliance certified. Learn more about Rainforest Alliance certification here.
How should I store my coffee?
We recommend storing coffee in a cool, dark place. Whole bean coffee can be stored in our bags, which have a one-way gas valve and a zipper for freshness. Ground coffee should always be stored in an airtight container. We don’t recommend refrigerating or freezing coffee.
What brewing methods do you recommend?
Glad you asked! Check out our Brew Guides for recommended brewing methods as well as helpful instructions. You can also shop brew gear on our online store.
What roast levels do you offer?
We tend to roast our coffee on the lighter side—just enough to highlight the unique flavor profiles inherent in the coffees, which our green buyers meticulously choose at origin. To help you find a coffee that suits your preferences, look out for flavor notes on all of our coffee product pages. If you prefer a darker, bolder coffee, Big City is the darkest of our coffees.
What type of process do you use for decaf?
We send our Nightcap coffee to Descafecol, an ethyl acetate plant in Colombia to undergo the decaffeination process. Ethyl acetate is a naturally-occurring compound found in fruits and vegetables—even in coffee itself!—and can be used in combination with steam and water to remove caffeine.
Where do you roast your coffee?
All of our coffee is roasted in small batches by our team of expert roasters at our roastery in Long Island City. Stop by our roastery cafe and say hello!
What do the tasting notes listed on your coffees mean? I have a food allergy and see it listed in the notes.
Tasting notes refer to the complex aromas and flavors inherently present in a cup of brewed coffee. In the same way that a wine may have notes of stone fruit or vanilla, every coffee features flavors and acidity imparted by its unique terroir (origin, microclimate, variety, and elevation) and processing method as well as how it was roasted, and even brewed. The thousands of chemical compounds unlocked as the coffee’s journey unfolds are similar to those we experience in familiar foods, so when we refer to notes of “chocolate” or “papaya”, we are in fact tasting chemically similar flavor compounds! Our coffee team, who is highly trained in tasting coffees, identifies the prevailing flavor characteristics they perceive each time we roast a new coffee and we print them on the label to help guide our customers to coffees you’ll love. All this to say, our coffees are never flavored and no additional ingredients are ever used in the roasting process. Want to learn more? Join us for a coffee cupping class!
I can’t find my favorite single origin coffee online anymore!
Coffee is a seasonal crop, so our menu reflects the seasonality of the coffee growing regions. Coffees from certain regions are only available during certain times of the year, but we have long-standing relationships with many coffee producers and bring back customer favorites year after year. If you’re looking for a coffee to go steady with, we offer delicious blends, which we design with specific flavor profiles in mind.
What is Joe Instant Coffee?
Joe Specialty Instant Coffee is an innovative, instant version of the coffee you know and love from our cafes. We teamed up with Swift Cup Coffee to produce an instant coffee that is carefully brewed to a very flavorful concentrate before being slowly dehydrated by freeze-drying. The result is a concentrated instant coffee that preserves the complexity and delicate flavor profile of the roast, individually packaged so you can bring great coffee wherever you go.
Can I order coffee for my restaurant, cafe, or office?
Yes, you can! We’re proud to partner with some of the country’s most esteemed restaurants, cafes, and specialty grocers. Learn more about our wholesale program here.
Do you offer coffee catering?
We offer full-service espresso bar catering for fashion shows, weddings, conferences, and more. Our catering team will work with you to organize coffee service for your event, providing excellent coffee, equipment, and friendly baristas. Visit our Catering page for more information or to submit an inquiry.
How about drop-off boxed coffee catering?