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Frequently Asked Questions - Webstore

ONLINE SHOPPING ACCOUNT

Can I receive loyalty points from my online orders?

Our cafe loyalty points system and webstore use separate operating systems. At the beginning of 2020, we opened up the opportunity to accrue loyalty points from web orders to assist people in staying safe at home, but not miss out on the loyalty points they would have received while shopping in our cafe’s. We are still honoring this exception, however all of the accrual must be done manually by our sales support specialists. Please email salessupport@colectivocoffee.com with your web order number, and your loyalty account number to have the points transferred for you. Please note that this exception is subject to change and loyalty points are only able to be redeemed in cafe’s.


RECURRING ORDERS


I cannot access my account, and the password reset button isn’t working.
If you run into this, it’s possible that the online shopping account set up didn’t happen. Try clicking “sign up” instead of “forgot password” and use the email address you used to place your recurring order. This should link your recurring order with your new shopping account and allow you to make changes to your recurring order details.


SHIPPING


When will my order ship?
Our coffee is roasted by hand, and orders begin shipping two business days after they are placed. Most orders ship within 4 business days, with longer lead times possible in instances of high order volume or temporary product shortages.

When will my tracking be updated?
When an order's shipping label is created, the shipment is handed off to the carrier that issued the tracking number. The carrier will provide all subsequent tracking updates, and their initial information may take one or more business days to appear.

My package was marked delivered, but I didn't see it. What should I do?
Carriers occasionally mark packages as “Delivered” before they arrive at their destination. After the scan, you should receive your package within 1 to 3 business days. Please contact your carrier if more time has passed, and reach out to us if additional assistance is needed! Be sure to check any covered areas, porches, or with neighbors before contacting the carrier.

My order arrived and it was incorrect or damaged. What should I do?
We are sorry! Please contact us at salessupport@colectivocoffee.com to request a refund or reshipment.

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