Rogers Gourmet Coffee & Tea Market FAQs (Frequently Asked Questions)

What is the Address Book and how does it work?

• The Address Book allows you to store multiple addresses in your account.
  • Once signed-in to your account, select the "View and Manage Shipping Address Book" link on the My Account page.
  • Simply, select “Add Entry” to begin building your list.
• Now, enjoy the convenience of instantly changing your ship-to address during checkout.
• On the Shipping & Payment page, click the “Ship to a Different Address” tab (to the left of the checkout page).
• Select (or add a new) entry, and click “Ship to this Address & Return to Checkout”. (Please note: the address selected will remain in your profile until changed again.)
• Recurring orders too!
• If you have an active recurring order, you can modify your billing/shipping addresses using the Address Book on the Recurring Orders management pages. Please refer to the "Java Perks - How it Works" page for more information.

• Unfortunately, only (1) one address is accepted per order. We recommend placing separate orders for each address.

• In your shopping cart, you will now have the option to set a particular order on a recurring basis (if all selected items are eligible for a recurring basis).
• If eligible, select the option, "Yes, I want to set this as a recurring order" and its frequency (in weeks) before checkout. This option is not available if you have ineligible items in your cart such as accessories or gift baskets.
• Please refer to our Java Perks page for more details.

• Regardless of the order total, Free UPS Ground shipping is included only with the 1st recurring order. On all subsequent orders, freight charges will be assessed according to our Shipping Policy.

• No need to call us! You can manage it online once you login to your account.
• Click the "View and Manage Java Perks Coffee Recurring Order" link located under the "My Account" page.
• Select the recurring order (#) number to view/modify.
• From there, you will see a summary of your recurring order.
• At the top of the page, select the action in its appropriate link.
• Please refer to our Java Perks page for more information.

• Under "My Account" page, enter a valid e-mail address (the one you used for registration and/or currently under your account), and your login information will be emailed to you shortly.
• Please check your "Spam/Junk" folder and filtering options as it may not recognize our address, rogers_service@rogersfamilyco.com. If this is the case, please add our email address to your address book of your Inbox.
• Once received, please insert username and password exactly as it appears in its respective field.

• Please contact us immediately at 1-800-829-1300 and/or email us at rogers_service@rogersfamilyco.com to update your information.

• The login username is the only field in an account that cannot be modified. If you would like a new username, we recommend creating a new account.
• Once logged-in, you can change your login password by selecting the View or Modify Profile... tab under the My Account page.

• Click Here to view all stores in which stock our products. If you are unable to find a local store near your area, we always welcome orders online.

• Please use our "Search" tool, located on the upper right corner of the homepage, by entering the item number, title/name, or description of the coffee (if applicable).
• Note: some products are seasonal, temporarily unavailable, or discontinued. Please contact us immediately at 1-800-829-1300 to verify.

• If a 2-Pound bag is available, it will be available as a Size option for the corresponding 12-ounce coffee product.
• For example, if you want to find the 2 lb. Fog Chaser, first find Fog Chaser 12-ounce, click on the product to see its full details and description. There you will see Size and Ground options.
• If no size option exists, then there is no 2-pound bag available.
• Some 2-Pound bags have no corresponding 12-ounce product. If this is the case, then the 2 lb. bag is shown in the list of available products.
• 3 lb. and 5 lb. bags are only shown under their own category, SF Bay 3 & 5 lb. Bags because they are our top sellers.

• Unfortunately, the only payment method accepted for recurring orders is a credit card (Discover, American Express, Visa, or Mastercard).

• Your Loyalty Points balance is shown in your account profile.
• To find your profile, first you must login under "My Account".
• Select the tab, “View Loyalty Points”.
• Your available points total will appear at the top of your profile page.
• Visit our Loyalty Points Information Page to learn more about our Loyalty Points program.

• You can redeem your points for any product in our store (including shipping and taxes in your order) at a 20 points to $1 value. So, for instance, if you have 200 points, you can apply them as $10 off your order total. (Please note that points cannot be applied toward recurring orders.)
• You can redeem your points at any time to achieve a partial discount on your order total.
• To use your points, add your items to your cart, and then click checkout. When you reach the "Payment Method" section, choose "Points".
• The system will show you how many points you have and will prompt you for how many points you want to use. If you want to use partial points, enter that number, otherwise, enter the total amount of points you have. Remember, the ratio is 20 points to 1 dollar.
• If you use your points to pay a partial balance, you will need to pay the remainder with a credit card. The shopping cart will prompt you again for a Payment Method for the balance. The details of the breakdown will be shown in your confirmation invoice.
• Visit our Loyalty Points Information Page to learn more about our Loyalty Points program.

• Scroll down the page to the section, "Online Store Perks", and select the "Easy Reorder - Recaffeinate" tab.


• If you're not already in your account, you will be prompted to "authenticate" (login) with your username/password. (See following image.)
  
  


• Use the date range search tool to see a list of all your past orders for the specified period. The easiest is to simply select the "All Dates" option, and click "Search." (See following image.)
  
  


• From the resulting order history list, click on the order number of your last order. (See following image.)
  
  


• Click the "Add Order to Cart" tab at the top of the invoice page. (See following image.) This will place the same products from your previous order into your shopping cart.
  
  


• Checkout as normal.

• After submitting an online order, please allow up to 4 business days for processing until shipment.
• UPS usually takes 3-7 business days to deliver packages from our Lincoln, California location, depending on its destination.

• Our shopping cart and checkout cannot process international shipments. However, we welcome your order over the phone, 1-800-829-1300 or email, rogers_service@rogersfamilyco.com.

• Once an online order is submitted, it cannot be modified. We recommend placing a new order with the changes while we cancel the previous one.
• Please call our Customer Service Group immediately at 1-800-829-1300 with this concern. Our business hours are from 8am-4:30pm PST, Monday to Friday (except holidays).

• We send notifications of special deals, sales, and coupon codes to subscribers of our e-mail list once or twice a month.
• To opt-in to the newsletter, please go into your account profile and join the mailing list by selecting the appropriate field: please remember to save your changes. Or sign-up by clicking the link "Join our Email Mailing List" on the bottom right corner of this page, and inserting your email address in the appropriate field of the proceeding page.

• You are entitled to Free UPS Ground Shipping when you purchase $65 or more AFTER all discounts; orders between $45 and $64.99 AFTER all discounts will incur a flat rate of $5.99 for UPS Ground Shipping (some restrictions apply). For more information, please refer to our Shipping Policy.
• We offer High $ Value Discounts coupons on the following thresholds:
  • 5% for orders $120 to $159.99
  • 10% for orders $160 and over
  Please refer to our High $ Value Discounts page to apply the discounts to your order.
• On top of it all, you receive one Loyalty Point for each dollar you spend at our store. See more details on Loyalty Points page.

• Unfortunately, only one coupon code can be applied per order.

• Your Inbox may not recognize our email address under specific personal settings.
• Check your “Spam/Junk” folder as it may have been redirected there. 
  If so, consider adding our email address to your email address book which will often solve this problem.
• Our email address is rogers_service@rogersfamilyco.com.