FAQs2022-03-03T13:08:04-05:00

Frequently Asked Questions.

Our FAQs offer the quickest resolutions for most issues. If you can’t find a solution, click here to email a customer service representative.

*Customer service inquiries are answered on a first come first serve basis Monday through Friday from 8am to 5pm. For issues that require immediate response, please call or text 888-558-8674.*

Shipping/Returns/General

Affiliate Cafes2022-02-25T14:05:51-05:00

We have a number of wonderful affiliate cafes that sell 12oz coffee bags. To grab a bag in the Fort Wayne area, you can visit Utopian Coffee + Kitchen, The Friendly Fox, Crescendo Coffee & More, and goodMRKT to name a few!

 

Retail Local Pickup Location2022-03-03T11:58:58-05:00

The local pickup lockers are in the vestibule between Utopian Coffee + Kitchen and Landing Beer Co. You can only access the vestibule during the restaurants’ operating hours (see below for hours).

Orders are placed in the lockers alphabetically. If you cannot find your order in the locker, but have received a notification letting you know that the order is ready, please call 888-558-8674.

Utopian Coffee + Kitchen Hours

Mon. thru Sat. 7am to 4pm

Landing Beer Co. Hours

Mon. thru Thurs. 11am to 9pm, Fri. & Sat. 11am to 10pm

 

Roastery Hours2022-02-25T11:05:55-05:00

Monday through Friday 8am – 5pm.

*Please note that local pickup orders can be accessed through Utopian Coffee + Kitchen and Landing Beer Co. restaurants and are not subject to roastery hours. Pickups are not available on Sundays.*

Order Turnaround Time2022-02-25T14:07:40-05:00

All coffee is freshly roasted to order and is generally fulfilled within 48hrs of placement. You will receive and email notification with tracking for shipped orders or a notification that your order has been placed in the retail locker for local pickup. Most coffee will ship via USPS.

International Shipments2022-02-25T11:06:22-05:00

We do not ship internationally at this time.

Returns and Refunds2022-02-25T10:40:46-05:00

Since coffee is a consumable product, we cannot accept the return once the product has been opened. 

  • To return unopened coffee, write REFUSED on the package and give it to your postal carrier to return to sender
  • We will process a refund once the return shipment is received which may take 2-4 business days to post to your account
  • Refunds for a returned shipment are eligible up to 30 days after the shipment was sent to you
Shipping Cost2022-02-25T11:05:15-05:00

Shipping cost is based on package weight and zip code during checkout and is free for orders over $50 before tax.

Select Local Pickup at checkout to save the cost of shipping if you live or work nearby.

Password Reset2022-03-03T12:43:37-05:00
  • Navigate to ACCOUNT page from header menu
  • Click Lost Your Password? under login box.
  • Enter the email address connected to your account, and we will send you instructions to reset your password.

Please note that we are unable to recover passwords for security purposes. If you have issues resetting your password, send us an email with your full name and shipping address so we can be sure we correctly identify the email connected to your account.

Update Credit Card2022-03-03T13:12:40-05:00
  • Log in to your account or, if you are already logged click ACCOUNT on the header menu
  • Click the PAYMENT METHODS tab
  • Click the blue Add Payment Method link and enter your card information
  • Click Add payment method button

If you’ve already received a failed payment notification

  • On ACCOUNT page, click ORDERS tab
  •  Click Pay button next to the failed payment and complete the checkout using the new payment method. This WILL automatically link your new payment method to your subscription.

If you haven’t had any failed payments yet (i.e. you’re updating it before you subscription has tried to renew):

  • On ACCOUNT page click  MY SUBSCRIPTIONS
  • Scroll to Actions section click Change Payment link
  • Scroll to the bottom of the page and select your new payment method and choose Change Payment Method
Update Billing/Shipping Address2022-02-25T11:05:09-05:00
  • Login to your account or click the ACCOUNT header menu option if you already are logged in.
  • Select ADDRESSES from the listed sub-menu options
  • Click the EDIT button next to the address you want to change. This will take you to a new page where you can update your address.
  • Click SAVE ADDRESS

Subscriptions

Update Subscription Credit Card2022-03-04T16:50:31-05:00
  •  Log in to your account or, if you are already logged click ACCOUNT on the header menu
  • Click the PAYMENT METHODS tab
  • Click the blue Add Payment Method link and enter your card information
  • Click Add payment method button

If you’ve already received a failed payment notification:

    • On ACCOUNT page, click ORDERS tab
    • Click Pay button next to order that says “failed payment” and complete the checkout using the new payment method. This WILL automatically link your new payment method to your subscription.


If you haven’t had any failed payments yet (i.e. you’re updating it before you subscription has tried to renew):

    • On ACCOUNT page click  MY SUBSCRIPTIONS
    • Scroll to ACTIONS section click Change Payment link
    • Scroll to the bottom of the page and select your new payment method and choose Change Payment Method
Pay for Failed Order2022-03-04T16:41:42-05:00
  • After your credit card is updated, go to ORDERS tab on ACCOUNT page
  • Click PAY button next  failed payment and complete the checkout using the new payment method
Change Coffee Quantity in Subscription2022-03-03T11:57:34-05:00

To change the quantity of bags you receive in your subscription:

  • Log into your account or, if you already are, click the ACCOUNT menu option
  • Click MY SUBSCRIPTION tab
  • Scroll to Actions section and click Change Frequency or Next Ship Date
  • Under Products sections, you will see a quantity dropdown box next to the words “Coffee Subscriptions x ____.” This represents the number of bags in your subscription.
  • Update the quantity in the box to reflect the amount of bags you want to receive in your subscription
  • Click SAVE DETAILS button at the bottom of the page
Gift Subscriptions2022-02-25T11:07:56-05:00

You can purchase a gift subscription by entering the recipient’s shipping address and your billing address at checkout. This will charge your card on a monthly basis.

You can either manually cancel the gift subscription at anytime, add a cancellation date in your order notes, or email customer service with your desired end date.

Roaster’s Choice Explained2022-03-03T13:14:15-05:00
  • The Roaster’s Choice Subscription (RCS) offers hand-selected, exclusive coffees to subscribers. These coffees are generally not available for purchase on our retail site.
  • Featured coffees change every 4 calendar weeks.
    • A single bag RCS receives the primary coffee for 4 calendar weeks (i.e. a 1-bag RCS that renews weekly will contain the primary coffee 4 weeks in a row)
    • A multi-bag RCS receives the primary and secondary coffees for 4 calendar weeks (i.e. a shipment with 2+ coffee bags with receive two different flavors of coffee).
  • RCS can be combined with Flagship Blend Subscriptions, our best-selling coffee blends. The flagship subscriptions do not rotate.
  • Subscribers receive a discount on all retail bags of coffee purchased on the website.
  • The Head of Roasting and Sourcing hand-picks every coffee.
  • If you have a roast level preference, we do offer RCS for light, medium, and dark coffees. However, we can not guarantee the same price point for RCS that have a set roast level.

 

Cancel Subscription2022-03-03T13:16:39-05:00
  • Log into your account  page or select ACCOUNT from header menu
  • Click the MY SUBSCRIPTIONS tab
  • Scroll to the ACTIONS click Cancel

If you don’t want to cancel, but have too much coffee, you can always place your subscription On Hold until you are ready to start back up again.

Customize Roaster’s Choice Subscription2022-02-25T11:07:38-05:00

We can customize your roast level preference (light, medium, dark, decaf), but we are not able to guarantee the same pricing or variety of coffees that come with a regular Roaster’s Choice subscription. If you are interested in choosing your roast level, email a customer service rep. and they will get back to you with details and pricing ASAP.

Skip or Pause Subscription2022-03-04T16:48:41-05:00
  • Log into your account OR click ACCOUNT on the menu header if you’re already logged in.
  • Select the MY SUBSCRIPTION tab

To delay your shipment

  • Scroll to ACTIONS section
  • You can either select Edit Subscription Details to choose a specific date for your subscription to resume, or skip a single cycle by clicking the date listed next to “Skip Next Shipment”

To pause your subscription

Change Delivery Schedule2022-03-04T16:51:33-05:00
  • Login to your account or click ACCOUNT on the header menu.
  • Scroll to the ACTIONS section and click Change Frequency or Next Ship Date
  • Select your desired frequency from the drop-down options.
  • Click the SAVE DETAILS button at the bottom of the page

Bulk Coffee Services

Bulk Gifting2022-03-03T10:13:51-05:00

Utopian has been fulfilling large and small scale corporate gifting initiatives for over a decade. Click here to fill out our gifting intake form, and we will be in touch with a proposal for your organizations custom gift within 48hrs.

Bulk Coffee for Ministries and Corporations2022-03-03T11:05:06-05:00

We offer an array of services, including bulk volume discounts, for ministries and corporations. Check out our church/office coffee program details HERE or SUBMIT THIS FORM to get pricing for your organization. We also partner with likeminded organizations for missional causes. If you are interested in selling Utopian Coffee to raise money for your cause, email with the details, and we will be in touch.

Wholesale Application Process2022-03-03T10:52:26-05:00

We have an extensive wholesale program that services areas throughout the U.S. If  you would like to hear more about our program and pricing, COMPLETE THIS FORM and a representative will be in touch within 48hrs.

Coffee Q’s

Roasting Methodology2022-02-25T13:52:31-05:00

Roasting in small batches allows unparalleled quality control. These smaller volume roasts afford us the opportunity to meticulously monitor the flavors we are able to elicit from each bean.

Prior to roasting we comb each batch to ensure that any defective beans are removed; ensuring clean, discernible flavors in your cup.

Fair Trade and Organic Certifications2022-02-25T12:45:18-05:00

Utopian Coffee is an Organic Certified and licensed Fair Trade organization. However, we feel it is important to note that we do not restrict ourselves to Fair Trade and Organic Certified partnerships as these programs can be prohibitive towards some of the highest quality, long-term sustainably run farms that we work with.

We want you to have the best selection possible, not just from the farmers or large corporations who can afford to pay for the certifications.

Allergens and Cross-Contamination2022-02-25T11:17:22-05:00

Our coffee is gluten free, and the only product we produce in our facility is fresh roasted coffee. There is no chance of cross-contamination as we do not process anything except high quality specialty coffee.

Previous Coffee Unavailable2022-02-25T11:13:34-05:00

We source in accordance with Earth’s various harvest cycles, which means certain single origin coffees will come and go. However, if you are hoping to match a previously available offering, let us know—we’ll assist in choosing an equivalent.

If you are interested in consistency, we suggest one of our blends, such as Pearl (light roast), Union (medium roast) or Obsidian (dark roast).

Title