FAQ

Sometimes there can be an error in processing cards online. This is likely a pending pre-authorization you see on your statement and it should disappear from your credit card transactions within a couple days.


Still experiencing an issue? 
Please feel free to email us at info@senscoffee.com with your name and order number and we can look into this further for you.

Couriers can sometimes experience influxes in orders that might overwhelm and skew expected shipment timeframes. If you haven’t already, sign up for updates on your package through your courier by referencing your tracking number.


Still experiencing an issue? 
We wanna stay in the loop with this! Please email us at info@senscoffee.com with your name and order number and we can work with you to find resolution on this

Sometimes, our emails end up in people’s junk folders. Other times, the confirmation is sent as a text and is blocked by the phone carrier.

Why does this happen?
 When checking out using PayPal/Amazon or ShopPay they will save your phone number and the notifications are sent to you as a text message. This can be a little non-traditional and confusing with so much spam texting these days.

Once you do receive your confirmation you can check the status of your order and subscribe for email updates if this is an easier way to stay in the loop! If you have any questions about this, please feel free to please email info@senscoffee.com providing us with the name on your order. We can then look up your order and provide you with that confirmation.

Please try checking with your neighbors and your postal delivery person. Also check around your normal delivery place to see if it’s been put somewhere different. Sometimes carriers will mark packages as being delivered but not actually deliver them until the next day.

Unfortunately, we do not have any additional information than what you have received. Once we hand off the package to USPS, it’s in their hands to ensure delivery.

All that being said, if you are unable to track down your package, please let us know by sending your name and order number to info@senscoffee.com with a description of the issue you’re experiencing. We want to make sure that you are happy with your purchase from us, and we’ll look into sending a replacement order.

We appreciate your business and want to make it right. Please email us at info@senscoffee.com with your name and order number and a description of the issue you’re experiencing and we will work to make it right.

We’re human, but we want to strive to be better and make this right for you. Please email us at info@onyxcoffeelab.com with your name and order number and a description of the issue you’re experiencing and we will send you a correct, replacement order!

All of our coffee are roasted to order, and we roast and ship our coffees Monday through Friday.

Curious about how to brew your coffee or use that new brew method? You can visit Brewing Guide page for instructions on how to brew your coffee.

Please sign up for our newsletter or give us a follow @sens.coffee on Instagram to stay up to date with our newest selections.
Feel like you’re missing out on those pre-orders? When we add new coffees, we post them on our instagram page and newsletter.

We do not currently purchase any Fair Trade certified coffees. Fair Trade guarantees producers $1.80 per pound of coffee. We always pay guaranteed double Fair Trade and more often 3-5 times more. We list Fair Trade prices from the time of purchase on each transparency section of our coffee pages in addition to what we paid per pound, check out how it compares coffee to coffee.

Once one of our bags of coffee is opened, it is good for about 30 days. Once you open your new coffee for the first time, just roll the bag up and place it back in the box. This will keep your coffee tasting good.

Once you have opened the bags, simply folding it over and clamping it shut will keep your coffee fresh. However, for optimal freshness, we recommend an airtight container for these sizes of bags.

We roast each of our coffees to bring out its best qualities, so all of our coffees are roasted a bit different from each other. But that also means, for us, our coffees are a medium-ish roast to a lighter roast.


Typically, all SENS' Choice subscriptions are shipped Mondays and Tuesdays each week. For all other subscriptions, each order will process the same day that you placed the initial order. For example, if you purchased your subscription on a Wednesday for each week, each order will process on Wednesdays. Your coffee will always be roasted and shipped the same day. Once processed, your order will ship no later than 1-2 business days.

The SENS' Choice subscriptions ship out a different single origin coffee with every shipment. We change the coffee for it every Monday. Unfortunately, we are unable to offer substitutions or to choose which coffee gets shipped.

To change the order frequency of an existing subscription, please follow these steps:

Select the Account Management icon.

Select Manage Subscription.
Log in to your account.
"Under "Order frequency", select "Change frequency".
Select a new Frequency.

To cancel a subscription on your store, please follow these steps:

• Select the Account Management Icon.
• Select Manage Subscription.
• Log in to your account.
• Select View Details under the subscription that needs to be cancelled.
• Select Cancel Subscription.
• Choose a cancellation reason.

To skip/resume an order, please follow these steps:

• Select the Account Management Icon.
  Select the Manage Subscription.
• Log in to your account.
• 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 update the shipping or billing details of an existing subscription, please follow these steps:

• Select the Account Management Icon.
• Select the Manage Subscription.
• Log in to your account.
• 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.