FAQ
ONLINE ORDERING AND SHIPPING ISSUES
Why was my card charged twice?
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 support@may1200.com with your name and order number and we can look into this further for you.
Why is my shipment delayed?
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 support@may1200.com with your name and order number and we can work with you to find resolution on this.
Where is my order confirmation?
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 support@may1200.com providing us with the name on your order. We can then look up your order and provide you with that confirmation.
Why was my order marked as delivered but it was not?
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 support@may1200.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.
What do I do if my order arrived damaged?
We appreciate your business and want to make it right. Please email us at support@may1200.comwith your name and order number and a description of the issue you’re experiencing and we will work to make it right.
What do I do if I received an incorrect order?
We’re human, but we want to strive to be better and make this right for you. Please email us at support@may1200.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!
COFFEE QUESTIONS
When Do You Roast?
All of our coffee for the cafes and for online orders are roasted to order, and we roast and ship our coffees Monday through Friday. At most, they are shipped out or delivered to our cafes within 24hrs of being roasted
How do I brew my coffee?
Curious about how to brew your coffee or use that new brew method? You can visit each coffee’s product page for videos of how we brewed that specific coffee on filter and espresso. These videos are found on underneath the Brew Guide section of each coffee page.
Are we Fair Trade?
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.
What is the best way to store my coffee?
Our coffee bags are designed to keep your coffee fresh. Each bag features a resealable zipper and a one-way valve that releases natural gases while keeping oxygen out.
> After opening, simply press the zipper closed and store the bag in a cool, dry place away from sunlight. Avoid refrigerating or freezing your coffee.
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> For the best flavor, enjoy your coffee within **30 days** of opening. Coffee won't suddenly go bad, but its aromas and sweetness will gradually fade over time.
What is the Roast Level & Profile?
What is the Roast Level & Profile?
SUBSCRIPTIONS
I have a subscription, why can’t I log in?
There are times when, technically, you do not have an account with us. Let us explain.
Our old subscription app was supposed to require an account to be made when first signing up. But there was a glitch where if you had ever been on our site before, it didn’t prompt you. The subscription service remembered all of your info and scheduled and processed the orders, which is why you have been getting notifications. If you create an account with the same email, you will be able to see all of your past transactions. You will also be able to make changes like, skip a delivery, swap plans, and update your shipping address.
If you still have trouble logging into your account, please email support@may1200.com
When will my subscription ship?
Your subscription is processed on the same schedule as your original order. For example, if you start a weekly subscription on a Wednesday, future orders will also be processed on Wednesdays.
We roast coffee in small batches every week to ensure every shipment is as fresh as possible. Once your order is processed, it will typically ship within 1–2 business days. You'll receive a shipping confirmation and tracking number as soon as your order is on its way.
How do I change the frequency of my subscription?
You can change your delivery frequency at any time from your customer account.
Simply log in, open Manage Subscription, select your subscription, and choose a new delivery schedule. Your changes will apply to future orders.
Need a hand? Contact us anytime and we'll be happy to help
How do I skip/resume a shipment?
To skip/resume an order, please follow these steps:
Select the Account Management Icon.
Log in to your account.
Select the Manage Subscription.
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.
How do I cancel my subscription?
To cancel a subscription on your store, please follow these steps:
Select the Account Management Icon.
Log in to your account.
Select Manage Subscription.
Select View Details under the subscription that needs to be cancelled.
Select Cancel Subscription.
Choose a cancellation reason.
How do I update my billing/shipping information?
To update the shipping or billing details of an existing subscription, please follow these steps:
Select the Account Management Icon.
Log in to your account.
Select the Manage Subscription.
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.
