FAQ

There are times when, technically, you do not have an account with us. Let us explain. As of February 2022 we switched to a new website and e-commerce solution to support the growing online ordering and subscription sevices we offer our customers. Any accounts made before that are no longer supported. Please make a new account. Click HERE to create an account. 
If you still have trouble logging into your account, please email tughillartroast@gmail.com

We process Coffee of the Month subscriptions the first week of every month. Other subscription will typically ship out at the start of the week, depending on the frequency of your subscription. Ultimately shipping is based on the roasting schedule to maintain freshness. Please reach out if you have any questions at tughillartroast@gmail.com

Please email sales@tughillartisanroasters.com to process a cancelation.

To update the shipping or billing details of an existing subscription, please email sales@tughillartisanroasters.com

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 tughillartroast@gmail.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 tughillartroast@gmail.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. 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 tughillartroast@gmail.com providing us with the name on your order. We can then look up your order and provide you with that confirmation.

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

At Tug Hill Artisan Roasters, we have two different types of gift cards. We offer both in store gift cards, which you can purchase HERE, and online store gift cards HERE. The gift cards that are purchased through our Cafes can only be used in the Cafe. They run independently of our online store. Please email us at tughillartroast@gmail.com with your name and a description of the issue you’re experiencing and we can swap out your cafe gift card for an online gift card!

All of our coffee for the cafes and for online orders are roasted in small batches, weekly. We roast and ship our coffees Monday through Friday. At most, they are shipped out or delivered to our cafes within 4 days of being roasted. Our limited releases (i.e. coffees of the month) are roasted throughout the month of their release and if ordered after that we will ship you the freshest roast date we have in stock (in which case we will ship such coffee up to 6 weeks after roast date).

Please sign up for our newsletter HERE or give us a follow @tug_hill_artisan_roasters 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.

The short answer is yes and no.
 We tend to pay 3-4x more than the Fair Trade for our coffees, meaning we go above and beyond what Fair Trade pricing is. Fair Trade is established to help farmers who sell to cooperatives in the commercial coffee market. Tug Hill Artisan Roasters purchases specialty grade beans (of higher quality than those sold in the commercial market). These coffees are often from single farms sold directly to us or the importers we purchase from. Single origin, directly traded coffees are not eligible for Fair Trade certification.

Keeping coffee in its it's whole-bean-form is the best way to keep the coffee from degassing and going stale. Exposure to oxygen also increases the rate at which coffee loses its freshness, so storing it in our resealable, one-way-valved bags or another type of airtight container will maintain freshness longer. Reducing exposure to light and heat will also reduce the rate coffee degasses. While technically coffee has no expiration date, we recommend consuming it within 2 months of the roast date to enjoy the coffee at it's best!