Subscriptions Q & A
- 1. How do recurring subscriptions work?
With your Karoo Coffee subscriptions, you save 10% on your orders and the benefits of free shipping. You understand and agree to be billed on a per-order basis, in a recurring fashion, at the frequency and quantity of your choosing until you decide to cancel your subscription.
There is no long-term commitment and you can adjust the delivery frequency of your subscription orders or cancel at any time.
Your first subscription order will be processed for shipment after you check out just like a standard, one-time purchase. After the initial order ships, your recurring orders will arrive at the frequency you chose when setting up your subscription.
- 2. Is shipping free for subscriptions?
Yes. All subscription web orders delivered within the 48 contiguous United States are shipped free. Subscriptions are not available for deliveries outside the 48 contiguous United States.
- 3. When does my subscription order ship?
When you sign up for a recurring subscription, you will get your first order right away with future orders shipping based on the order frequency you selected.
For gift subscriptions, your first shipment will be sent out right away with future orders shipping on a monthly basis thereafter.
- 4. How do payments work for recurring subscription orders?
You will be billed on a per-order basis, in a recurring fashion, at the frequency and quantity of your choosing until you decide to cancel your subscription.
- 5. What is the return policy for recurring subscription orders?
Returns for items on a recurring subscription plan are subject to our general return policy.
We accept returns within 2 weeks from delivery of your order. Please call 888-777-5555 or email myproducts@karoocoffee.com to process returns.
We do not accept returns on any special orders for commercial customers.
- 6. How do I manage my subscriptions?
Access your customer portal through your Karoo Coffee account login. If you have not registered an account, you will need to create an account using the same email address used at checkout.
Once your account is registered, you can log in and access your customer portal by clicking on the Manage Subscriptions button.
You can also access your account using a direct link to the customer portal. This link is normally sent in the Subscription Confirmation email when you begin a subscription and the Upcoming Order email.
- 7. How do I update my billing information or email?
To update payment information:
1. Login to the customer portal.
2. Click the Payment Methods tab.
3. Expand the payment method to be adjusted.
4. Click Send update email.
If you used PayPal as your payment gateway, you may be able to edit the payment method in your PayPal settings. Otherwise, you need to cancel the subscription and start a new subscription via checkout.
- 8. How do I update my shipping address?
Update shipping address for a specific subscription
You can update the shipping address for a specific subscription:
1. Login to your customer portal.
2. On the subscriptions tab, click the Manage Subscription button on the subscription you’d like to edit and scroll down to Shipping & Billing.
3. Click the arrow to expand.
4. Select one of the other shipping addresses.
Note: This only affects the shipping/delivery address, this does not update billing information related to the method of payment.
Update an existing shipping address
You can update existing shipping addresses from the Shipping tab:
1. Login to your customer portal.
2. Click on Shipping Addresses. This will display all shipping addresses on your customer account.
Clicking the link on a specific address will allow you to update it as needed or click on the Add Address button to add an address.
- 9. How do I skip a delivery?
Log in to your customer portal to skip a delivery.
1. Click the Delivery Schedule tab to see all upcoming deliveries for your subscriptions.
2. Click Skip next to the delivery you would like to skip. If you want to unskip a delivery, click Unskip next to the order.
- 10. How do I change my next order date?
Login to your customer portal to adjust the order date:
1. On the subscriptions tab, click the Manage Subscription button on the subscription you’d like to edit.
2. Click on the Next Charge Date section.
3. You will be taken to a page where you can edit the next order date for your subscription.
4. Once you select the new charge date you can click on the Update next shipment date.
- 11. How do I change my next order date?
Login to your customer portal to adjust the order date:
1. On the subscriptions tab, click the Manage Subscription button on the subscription you’d like to edit.
2. Click on the Next Charge Date section.
3. You will be taken to a page where you can edit the next order date for your subscription.
4. Once you select the new charge date you can click on the Update next shipment date.
- 12. How do I add a one-time product to my subscription?
One-time products can be added to your subscription order. Login to your customer portal to add products:
1. Login to your account and click the Manage Subscriptions button.
2. On the Subscriptions tab, click the Manage Subscription button on the subscription you want to add a product to.
3. Hover over the product you want to add and select Add one-time. This automatically adds the product to your shipment.
You can also add one-time products using the Add a Product button on the Subscriptions tab.
To manage or delete a one-time product:
1. Click the Delivery schedule tab.
2. Select Manage add-on.
- 13. How do I add a discount on my recurring subscription orders?
To add a discount code to your subscription:
1. Login to your customer portal.
2. On the Subscriptions tab, click the Manage Subscription button on the subscription you want to edit.
3. Click Add discount.
4. Enter the code and select Add discount.
- 14. Is there a long-term commitment to recurring subscription orders?
No, all recurring subscriptions can be cancelled at any time.
- 15. How do I cancel a subscription?
In order to cancel your subscription, you will first need to log in to your account.
1. Login to your account and click the Manage Subscriptions button.
2. On the Subscriptions tab, click the Manage Subscription button on the subscription you want to cancel.
3. Scroll down to the bottom of the page and click on the Cancel Subscription button. Please provide a cancellation reason and confirm the cancellation by clicking Proceed.
- 16. What else do I need to know?
All Subscription orders are subject to the same Terms of Service as any regular orders on our website. Subscriptions are only available for customers/destinations within the contiguous 48 United States.