FAQ


Hey! Have a question? We're here to help!


General FAQ

Q: What are your hours and are you open on the weekends?

A: We are open Monday through Friday 7 am – 4 pm and closed for lunch from 12 pm - 1 pm.

Q: Are you a coffee shop? Am I able to get a cup of coffee?

A: Unfortunately, we do not sell coffee by the cup. We specialize in wholesale roasting. HOWEVER, you are able to order small quantities, as little as 1 pound, to pick up at our warehouse! See our Local Customers FAQ for more details.

Q: Do you accept credit cards over the phone?

A: Unfortunately, no. It’s something we are working on. Our online store does accept credit cards.

 

 

Website FAQ

Q: How do I place an order?

A: Add your items to the cart and go to the checkout. Your cart is a part of our website and no longer attached to PayPal. If you create an account, you can view your order history and status from the My Account page and get special deals via email.

Q: Why should I make an account?

A: With an account, you have access to your previous orders on the My Account page of our site. You can also store shipping addresses so that the check out process is even faster. We do not store any credit card information. 

Q: Where did my favorite coffee go?

A: We change our online offerings from time to time, to provide you with the chance to try our best coffees. If you can't find a coffee you love that you used to buy, look at our Try Our Other Coffees Page. In the coffee box, you can select some of our customers favorites that are not featured on our site. Want us to add your favorite in? Contact us and let us know!

Q: How do I order a gift for someone?

A: When your cart is ready, proceed to checkout. Once you get to the shipping page, enter the shipping address of the recipient. If you have an account and are logged in, any addresses you have shipped to in the past are saved in the drop down. Once you get to the billing page, enter your information as usual.

Q: How do I leave a personalized message for a gift I ordered?

A: If you want to add a note to the recipient, you can add that on the cart page in the "Special instructions for seller" text box. If you would like us to do something else, let us know what you’d like to include with the gift and we will make sure it happens!

Q: How do I see and manage what's in my cart?

A: On any screen, in the upper-right corner, there will be a little shopping cart. If there is a green dot over the cart, you have items in the cart. Click on the shopping cart to go to your cart. If you want to increase or decrease the quantity of items, you can use the plus and minus on either side of the quantity. 

Q: What forms of payment do you accept?

A: At this time we only accept credit cards online. The transaction will show up on your bill as SP * MCLAUGHLIN COFFEE.

Q: How do I use a Discount / Coupon code?

A: During check-out, there will be an option to add a Discount Code. Type the code into that box and and press the apply button. If the code is valid, it will appear below the subtotal. Only one discount code can be applied per purchase.

Q: How do I receive discount codes to use in future orders?

A: Sign up to join our mailing list! Follow us on all social media! Also, be sure to check our Online Specials page too!

Q: Can I order a gift card?

A: Yes, yes you can! The option is listed at the bottom of the page on "Store", or just click here. We currently offer denominations of: $10, $25, $50, $75, and $100.

Q: How do I cancel an order?

A: If there is a problem with your order and you need to cancel and/or change it, please contact us as soon as possible. If you have an account we can cancel the order as long as it has not been fulfilled yet. You can check the status of your orders here

Q: Can I place an order by the phone?

A: If you are able to pick up at our location in Emeryville, then yes, you can call us to place your order. If you are out of the area, it would be easiest to order through our website.

My Account FAQ

Q: Do I need an account to order from your website?

A: Nope, we don't want to force our customers to sign up if they don't want to. There are advantages to having an account, like being able to access your previous orders, coupons, and specials. If you still don't want an account, that's cool too! 

Q: How do I register for an account?

A: On our homepage, click on the little head image in the upper right, or on the My Account link at the bottom of the page to get to the login page. On the login page just below the Sign In button is the link to create your account. Or you can just click here to get to the registration page.

Q: What if I've lost my username or password?

A: Your username is your email address. If you cannot remember your password you can reset it from the login page.

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

A: Trust us, living in this world we know how annoying spam e-mails are and we try to never send anything like that to you. If you wish to unsubscribe from our email newsletter you can click the link in the bottom of the latest newsletter you received.

 

Shipping FAQ

Q: How do I track my order?

A: When the order is fulfilled we update your account with the tracking number. Go to "My Account" and click on the order number for the order you want to track. The tracking number will be listed on the detail page for that order. Click on the link to view the tracking information.

Q: When will my coffee ship?

A: Your coffee will always ship within one business day of us receiving your order. We are closed on the weekend, so we process all weekend orders on Monday. Often times, we are able to ship out your orders the same day if received in a timely manner.

Q: How much does it cost to ship my order?

A: There is a freight calculator on the check-out page. Freight depends on your location and the service you choose.

Q: How do I get free shipping on my order?

A: We offer free shipping on all orders shipping to the contiguous US over $70.r you!

Q: My package arrived damaged or did not arrive at all, what do I do?

A: Call us ASAP so we can get in touch with the carrier and send you some replacement coffee and find out what went wrong!

Q: Can I ship parts of my order to different addresses?

A: Unfortunately not, all bags placed in a specific order must be shipped together to the same address. Just place two separate orders!

Q: What if I live in Hawaii or Alaska

A: We offer the option to ship via USPS to Hawaii and Alaska

Q: What if I have an APO address?

A: We offer the option to ship via USPS to all PO addresses.

 

Subscriptions FAQ

Q: How do I set up a subscription?

A: It's really easy and our subscriptions are super customizable! For example: If you want to order two 12 oz. bags of Max's Blend, whole bean, to be shipped to you every two weeks, here's what you do. Go to the Max's Blend page and select a quantity of two 12oz. bags.  Select whole bean in the grind option drop-down menu. Then below, select the "Subscribe & Save" option, then select to get delivered every two weeks. It's that simple! If you want to add a bag of Breakfast blend to that subscription just go to the Breakfast Blend page and add it in before you check out. You can create any combination of coffees, grinds, bag sizes and delivery frequencies that you want. 

Q: How do I add an item to my subscription?

A: Make sure you are logged in and go to the page for the item you would like to add. Select the size, quantity and grind, then click on "Subscribe & Save." A new option will appear to add the item(s) to an existing subscription. Click on that button and a confirmation pop-up will appear.  Click add and you are all set. 

Q: How do I manage my subscription?

A: Click here to go to the subscription management page. Once you are on that screen, you can change the frequency of delivery, update addresses and credit card information, swap out items, choose your next delivery date, ship your next order now, skip an order, change quantities, and delete subscription orders altogether. You have full control over what is in your subscription and when and how often it ships. Going on vacation and need to skip a shipment?  You can do that too!

Q: I want to make changes to my subscription but I am having problems, can you help?

A: Of course! We are set up so that you can manage everything from your end, but we can also change things around on our end. Just shoot us an email or give us a call and we can change your subscription to be exactly how you want it.

Q: How do I change the quantity for only one shipment?

A: Click here to go to the subscription management page. If you click on the order number on the left, you will see a list of the upcoming shipments. You can click on Product Quantities to change the quantity for a specific shipment. If you want to change the overall quantity for all shipments, you can do that by clicking on Manage and then Product (Qty.) from the drop down.

Q: How do I cancel a subscription?

A: From the subscription management page, you click Manage for the order you want to cancel, and then click delete from the drop down. You will get a confirmation pop-up, click yes, and your subscription is deleted.

 

Local FAQ

Q: What local retail locations do you sell to?

A: Our most popular locations are: Berkeley Bowl West, Diablo Foods, Farmer Joe’s (Fruitvale & MacArthur), Monterey Market, Piedmont Grocery, Safeway on College, Safeway on Shattuck, and Cole Coffee.

Q: Do you only offer the coffees listed on your website?

A: No way! Too many choices can be overwhelming, so we selected our favorite coffees for our website. We have over 70 different coffees to choose from available at our warehouse! You can swing by and take a look at the list anytime.

Q: How do I place an order?

A: We offer many different ways of ordering for local pickup. You can: email, call, stop in, or even fax!

Q: Can I swing by and pick up a couple pounds today?

A: We believe that the fresher the coffee, the better the coffee! We don't have any coffee sitting around ready to buy. If you call or email before 8AM we can have something ready for you to pick up in the afternoon. We roast to order and plan out our roasting for the day once we have all of our orders at 8AM. If you want to swing by and get suggestions from us, we would be happy to talk to you and place an order to pick up for the following day.

Q: What forms of payment do you accept?

A: At this time we accept cash and check at our Emeryville location. Credit cards are the only form of payment on our online store.

 

Coffee Related FAQ

Q: What is your most popular coffee?

A: Definitely our signature Max’s Blend. Click here for more information and/or to purchase!

Q: What has more caffeine, a light roast or a dark roast?

A: To the surprise of many, the light roast is going to have more caffeine than a dark roast…weird, right? Light roasts have more caffeine due to less time in the roaster while the darker beans have less caffeine because the caffeine is drawn out during the longer roasting process!

Q: Why do my beans look oily?

A: Coffee beans have natural oils in them. Beans that have been roasted longer will have a more visible oily look on the surface. In turn, the oily beans will have a strong more bold flavor.

Q: What is the difference between organic coffee and conventional coffee?

A: Organic coffee is grown and produced without the use of any synthetic fertilizers or chemicals. All of our organic coffees are certified organic by Quality Assurance International.

Q: Do you have Fair Trade certified coffees?

A: Yes, we currently have 7 Fair Trade certified coffees offered on our online store. All of our Fair Trade selections are certified by Fair Trade USA.

Q: How is decaf coffee decaffeinated?

A: The green coffee beans are soaked in water to expand the beans for caffeine extraction. The beans are then introduced to a solution concentrated with coffee solubles that extract the caffeine without extracting the coffee’s particular flavor (R/S).

Q: What does the R/S in the last answer mean?

A: R/S (Royal Select) is the more natural way of decaffeinate using a water process.

 

Coffee Storage & Preparation FAQ

Q: What is the best way to store coffee?

A: The absolute best way to store coffee, in our opinion, is in an air-tight container at room temperature, away from direct sunlight or moisture. If possible, store coffee in the whole bean form and grind as ya go! Whole bean coffee will stay fresh longer due to less surface area being exposed to the environment.

Q: Is it okay to store my coffee in the refrigerator or freezer?

A: We highly recommend that you do not store coffee in the refrigerator or freezer. Through countless experiments we've found that not only will the coffee pick up flavors and odors from other items, but once brewed, the coffee tends to be weak and lacks flavor due to the moisture. 

Q: How long will my coffee stay fresh?

A: We recommend ordering fresh coffee weekly, bi-weekly, or monthly. We are firm believers that fresh coffee is the best coffee. 

Q: How do I make the best cup of coffee with your coffee?

A: To ensure you are getting the best out of your coffee, make sure you are using extremely fresh coffee and your water is clean and at the correct temperature. Your water should be just off the boil, heated to 195° to 205° F. If your water is not hot enough, your coffee will not fully extract its flavor, which will result in a weak, unpleasant taste. If your coffee is fresh and your water is at the right temperature, then there are two remaining factors that will affect the taste of your coffee. Dialing in the correct grind and proportion of coffee you use will help you prepare the perfect cup of coffee.

Q: How do I know what grind to use?

A: To ensure you are getting the best out of your coffee, you must ensure you are using the correct grind for your preferred brew method. In general terms, the shorter the brew method, the finer the grind you will need. Here is a grind key for common brew methods:

  • #2 – Turkish (XX-Fine)
  • #3 – Espresso (Extra-Fine)
  • #4 – Melita Pour-Over (Fine)
  • #5 – Drip Machine (Most Common)
  • #6 – Chemex (Medium)
  • #7 – French Press / Gold Filter (Coarse)
  • #9 – Percolator (Extra Coarse)

Q: What happens if I use the wrong grind?

A: If your grind is too coarse for your desired brew method, your coffee will not be fully extracted and come out weak and lacking flavor. On the converse, if your grind is too fine, the coffee will over-extract and taste bitter and unpleasant.

Q: What is the correct proportion of coffee to use when I brew?

A: This is a crucial factor in preparing a great cup of coffee. You can have extremely fresh coffee and the correct grind, and still prepare an unpleasant cup of coffee if you use too much or too little coffee in the preparation. The industry standard is two tablespoons of coffee grounds for every 6 ounces of water. If you use this proportion but want your coffee stronger, use a little more coffee grounds. If you want it a little weaker, use a little less coffee, or add a little hot water to your cup. The key is finding the recipe that best fits your taste profile.