FAQ

General

Q: What does ‘Fresh Roasted’ mean, and why does it matter?

A: Do you know what they call 5 day old bread? Croutons. Like any organic matter, coffee goes stale, losing its full flavor and delicate textures. And stale coffee tastes bad. The best tasting coffee starts with fresh-roasted beans. When you order on eKoffee.com, your coffee is roasted to order and mailed within 24-48 hours to ensure maximum freshness and best taste.

Q: What does ‘Roasted to Order’ mean?

A: It means that your coffee is roasted after your order is placed. It’s never pre-made and sitting on a shelf somewhere. The second you place your order, it’s forwarded to the designated roaster who jumps into action to roast your coffee and ship it to you within 24-48 hours.

Q: How do I find the coffee I’m looking for?

A: Use the shopping filters on the Shop Coffee to narrow down your selection to find exactly what suits your tastes. You can filter by style (regular, decaf, flavored, espresso, organic, etc.), origin, roast profile (light, light-medium, medium, medium-dark, or dark) roaster, signature blends, or top sellers. Or you tell us your preferences and we’ll give you a personalized recommendation. Anytime. Drop us a line at info@ekoffee.com.

Q: Can I use coffee purchased on eKoffee.com in my Keurig single-cup brewing machine?

A: Sure! Just add ground coffee into a reusable K-Cup coffee filter and you’re good to go. Make sure the Keurig machine you are using has the proper temperature setting activated to ensure optimal extraction of your coffee’s oils and natural flavors.

Q: How do you select your roasters?

A: They say it’s harder to become a Navy Seal than pass our rigorous standards for coffee excellence. Ok, nobody really says that. But we do pride ourselves on partnering with roasters who are considered ‘Roast Masters’ in the coffee roasting world. That means consistently producing coffee good enough to curl a mustache, plus a proven business record to meet and fulfill orders placed through eKoffee.com. If you see a roaster on eKoffee.com, you know they’re good. And as we discover more great talent, we’ll expand our selection to ensure our customers can choose from the widest range of fresh-roasted coffee online. So check back often for new items!

Q: What are the advantages of registering with eKoffee.com?

A: If you’re into making your life easier, then you’ll want to register with eKoffee.com. If you like to make your life difficult, well, then I guess this just isn’t for you. When you register, you can:

  • Check out faster
  • Access frequently used billing/shipping addresses
  • Review your order history
  • Write product reviews
  • Manage your coffee subscriptions
  • View your eKoffee Cash Gift Certificates
  • Receive exclusive promotional offers and discounts

Q: What’s the best way to brew my coffee?

A: All our coffees taste great no matter your preferred brew method. To learn more about the different ways to brew coffee, visit our Learn Coffee page.

Q: How should I store my coffee?

A: Always store your coffee in an airtight container that is kept in a cool/dry place. Light, moisture, heat or air will drastically reduce its freshness. We do not recommend refrigerating or freezing coffee because it may absorb the moisture and odors in the air, altering its natural flavor.

Q: What if you don’t have what I’m looking for?

A: If we don’t have it, we can get it. Email us at info@eKoffee.com and we’ll tell you how.

Q: How long does my coffee stay Fresh?

A: Whole bean coffee will stay fresh for an average of 15-20 days after the beans are roasted. When properly stored in an airtight container, whole bean coffee can stay fresh up to 3 months after roasting. We recommend ordering whole bean coffee and grinding only the amount of coffee you plan to drink right away.

Q: Do you sell coffee that is certified Fair Trade and/or Organic?

A: You bet. And plenty of it.

Q: Is my credit card secure?

A: Absolutely. We’ve partnered with www.Authorize.Net, a leading payment gateway since 1996, to accept credit cards and electronic check payments safely and securely for our customers. The Authorize.Net payment gateway uses strict, industry standard 28-bit Secure Sockets Layer (SSL) technology for secure Internet Protocol (IP) transactions. The SSL encrypts, or translates, your order information into a highly difficult to decipher code, which is processed immediately. For more information about the protection of your sensitive data, refer to the Authorize.Net Privacy Policy.

Q: Is my credit card information stored on your servers?

A: No.

Q: Do you sell coffee on a subscription basis?

A: Yes! The only thing worse than running out of your favorite coffee is running out of toilet paper. With an eKoffee subscription, you’ll always have coffee when you need it. Visit our “Subscriptions” tab on our homepage to get started.

Q: Why can’t I see the “Add to Cart” button?

A: This problem usually occurs when the internet browser you are using is not supported by our site. Try using a different browser, like Chrome, Safari or Firefox, or you can try updating your current browser to make sure you have the latest version.

Q: How do I sign up for your mailing list?

A. Enter your email address in the box provided on our homepage www.eKoffee.com. Yes, we know. “I don’t want a zillion emails,” you say. We promise not to clog your inbox with worthless emails and newsletters. We promise to only send you emails that are interesting or will save you money.

Q: How do I remove myself from your mailing list?

A: You can unsubscribe anytime by clicking the “Unsubscribe” link at the bottom of the follow and follow the instructions.

Q: How do I post a product review?

A. On the product page, click the box labeled “Reviews” to add a personalized review. Feel free to use your first name, a nickname, or any other unique handle (remember, the name you choose will be publicly displayed on the site). The name you create is assigned only to you and will be used on any future product reviews you write on our site.

Q: Do you use Pork products in any of your coffees sold on eKoffee.com?

A: None!

Q: How do I change my billing or email address?

A: Log in to your account. Then you can update all your information on the “My Account” page.

Q: I forgot my username or password. Help!

A: No worries. If you’ve already registered and can’t remember your password, click the “Forgot Password” link under the “My Account” section.

Q: I’m a roaster. How can submit my coffee offerings for sale on eKoffee.com?

A: Email us at info@eKoffee.com. We are always in search of great coffee and we would love to cup yours!

Q: Do you have an affiliate program?

A: Coming Soon!

Q: Will you sponsor my charity or event?

A: Send us an email and we’ll see how we can help.

Q: Who is your media relations contact?

A: For media inquiries, contact Angie Allen at angie@eKoffee.com.

Q: What is the meaning of life?

A: Scholars and mystics have foretold that the meaning of life can be found inside rainbows or a baby’s laugh. We recommend lots of coffee while pondering such mysteries.

Q: Who wrote your FAQ section? It’s smart, witty, and humorous. You sound like the perfect date. Are you single?

A: Sorry, but I’m currently in a relationship.

Ordering

Q: How do I place an order?

A: Add the coffee you would like to purchase to your cart by selecting the item, choosing the options (size, grind, and quantity), then select “Add to Cart”. You can view the items in your shopping cart by clicking on the “My Cart” icon in the upper-right hand corner of the screen. When you’re done shopping, click “Proceed to Checkout” and follow the on-screen instructions to complete your order (you will need to enter your shipping and billing address, a valid email address and payment information).

Q: How do I know my order was submitted correctly?

A: After you place your order, you’ll see a “Thank You” page with your order confirmation number. A copy of your order confirmation will also be sent to the email address you provided at checkout.

Q: What if I don’t receive an email confirmation?

A: If you don’t receive an email with your order confirmation within 1 hour after placing your order, contact us at info@eKoffee.com and we’ll sort it out for you, no problem.

Q: I’m getting a message that says my payment information doesn’t match my billing address.

A: Make sure the billing address you entered matches the address associated with the credit card you’re using. If you’re still receiving an error message, double check the address you have on file with the credit card. While some online companies only require the zip code match, we’ve found this isn’t as secure as making sure all the address information matches. It’s for your protection. We’re not trying to be difficult. Promise.

Q: What methods of payment do you accept?

A: We accept PayPal and all major credit cards including Visa, MasterCard, American Express, and Discover.

Q: When will my credit card be charged?

A: Your credit card will be charged at the point of purchase and processed within 24-48 hours. If there are any problems processing your credit card, you’ll get a message on the spot and you’ll be asked to try a different card.

Q: How do I use a promotional or coupon code?

A: Enter your coupon code at checkout in the “coupon code” box.

Q: Can I use more than one promotional or coupon code?

A: Only one code is permitted per order. Choose wisely.

Q: The promotional or coupon isn’t working and/or I get a message saying it is invalid. What should I do?

A: Don’t panic. Verify that the code hasn’t expired. Then verify it was entered correctly. If it still doesn’t work, make sure the items in your order qualify per the promotion details (read the promotion details to see if there are product exclusions that may prevent your order from qualifying for the promotion). If you’re still experiencing difficulties, contact us for assistance.

Q: Can I cancel or change my order?

A: Orders can be cancelled or changed for any reason within one hour of placing your order. If you want to cancel your order, please contact us immediately at info@eKoffee.com. We cannot cancel an order once it is processed by the roaster and sent out for delivery.

Q: I haven’t received my order yet. What the heck?

A: If you haven’t received your order within a couple of days of receiving your shipping confirmation email, let us know immediately. We’ll get on the case personally and resolve any problems to your satisfaction.

Q: What is your return policy?

A: Due to health and safety concerns, we cannot accept returns of coffee products. However, if you’re not 100% satisfied with your purchase, let us know within 10 days of your order delivery to receive either a replacement order of similar price or a refund of your purchase price (minus shipping costs from the previous order). We’ll always work to ensure your satisfaction.

Q: Do you offer Bulk, Custom or Office Orders?

A: Sure! Email us at info@eKoffee.com and we’ll get your started.

Shipping and Delivery

Q: How is my order shipped?

A: All regular orders are shipped USPS 1-3 Day Priority Mail™ Service. The roaster ships your order directly from their roastery and they’ll use their own packaging. If you place an order from multiple roasters, you will receive a separate package from each roaster and they may arrive at different times.

Q: How much does shipping cost?

A: All shipping is charged at a flat rate of $5.70 per order, per roaster. Yes, we know. Paying for shipping sucks. That’s why if you spend $35 or more with one roaster, we’ll make shipping free!

Q: How do I qualify for free shipping?

A: Spend $35 or more with one roaster, and shipping from that roaster is free. If you’re purchasing coffee from multiple roasters, you will pay flat rate shipping of $5.70 per roaster, even if your total order exceeds $35.

Q: I just placed my order. When will it arrive?

A: Your order will be shipped by the roaster within 1-2 business days of the order. Allow an additional 2-3 business days for delivery.

Q: Do you ship internationally?

A: Not at this time.

Q: How will I know when my order is shipped?

A: A shipment notification will be sent to the email you entered at checkout or the one we have on file when you first registered with us.

Q: Can you ship to a P.O. box?

A: Sure!

Q: Can you ship to an APO or FPO box?

A: Not at this time, but you will be able to soon! Check back or send us an email to inquire at: info@eKoffee.com.

Q: What if my order doesn’t arrive or items are missing?

A: Check your tracking information to ensure that all items have been marked as delivered. Orders with multiple items may arrive at different timers if you ordered products from multiple roasters. If you have any questions, email us with your order number at info@eKoffee.com and we’ll sort it out for you.

Gift Cards

Q: Where can I find information about gift cards?

A: Go to our eKoffee Gift Card page to buy e-gift cards, check the balance of an e-gift card you already have or to learn more about eKoffee e-Gift Cards.

Q: Can I send more than one gift card to a single recipient?

A: Yes!

Q: How do I redeem a gift card?

A: Simply enter your gift card code in the “Coupon Code” box at checkout.

Q: Are gift cards refundable?

A: No. All eKoffee Gift Certificates must be redeemed at www.eKoffee.com.

Q: Do gift cards expire?

A: Never.

Q: Where can I use my eKoffee Gift.?

A: Only on eKoffee.com.

Q: Can I add to the balance remaining on my gift card?

A: Not at this time.