Frequently Asked Questions
Have a look at our Frequently Asked Questions before enquiring.
Free Shipping On All Orders Over $50 AUD
When do you dispatch orders?
We dispatch daily Monday to Friday (excluding Public Holidays).
What shipping providers do you use?
Our logistics use a mix of couriers, Australia Post and delivery by Double Roasters drivers.
How much is Shipping?
Any order over $50 is free. Orders less then $50 within Australia are a flat rate of $8.
Do you ship internationally?
Yes we do! Currently to select countries. If your destination is not showing, drop us a line and we can assist.
When can I expect my package?
Most orders are delivered within three days of ordering. Sydney Metro within three days, other Metro three to five days, Rest of Australia seven days.
Occasionally if no one is home and the courier cannot leave your delivery in a safe place, it will be delivered to a drop location. These are usually a newsagent or chemist in your local area.
How do I know if my order has been delivered, I think it might be lost!
We use an array of options to dispatch our online orders including, our own drivers, couriers and Australia post. Keep an eye out in your email inbox and for SMS text messages. They will contain tracking information. As always please never hesitate to call us on 02 9572 7711 or email firstname.lastname@example.org for extra help.
My coffee has arrived, but the packaging is damaged. What can I do?
Oh no, we hate this! Our courier partners are generally very good, although accidents can happen. Have a check around the packaging, if you feel like the product is not compromised, both us and the environment would love you to keep it and enjoy it. We always want you to be happy, if the product has been compromised or you would simply like a replacement please never hesitate to call us on 02 9572 7711 or email email@example.com and we will organise a replacement.
My coffee arrived, but its wrong. Help, it’s a coffee emergency!
Our bad! Please never hesitate to call us on 02 9572 7711 or email firstname.lastname@example.org and we will organise a replacement for wrong or incomplete orders.
I have a problem with my order.
If your delivery is incorrect or damaged let us know as soon as possible so we can solve the issue.
If you are unhappy with your order please don’t hesitate to contact us and we will endeavour to rectify the issue.
When will my order be shipped?
Generally the same day.
How does they billing work?
Your first payment will be charged on the day you purchase your subscription, with subsequent payments followed depending on your subscription frequency. If you choose 14 days, you will be billed every 14 days.
Can I suspend or pause my subscription without cancelling it?
Yes. Just log into your account and edit the order. If you have any difficulties just give us a call.
If I order Single Estates, what will I get?
We proudly showcase two Single Origin coffees that change on a weekly basis. We source them from Micro lots, Single Estates, by Auction and they are seasonal. We find black coffee lovers love the ever changing variety. Needless to say, they are always delicious!
Can I change my details including updating my payment details?
Yes. Just log into your account and edit any details you wish to change.
If you have any issues just give us a call and we can assist.
Will my information be sold to third parties?
No, we never pass on your information to third parties. We may use it to send you special offers from us in the future, we will never spam you.
Are your Pods Nespresso compatible?
Yes, all our pods are certified Nespresso compatible and work in most leading machines. If you are unsure, you can purchase a sample pack.
Are your pods compostable?
We offer both recyclable and compostable pods. While our compostable pods are better for the environment, they experience a different extraction process while in a pod machine due to the paper lid. We still think they taste great, and we are delighted they are better for the environment, just a heads up!
How do I make a long black with your pods?
There are two options here. You can use the longer extraction button on your pod machine (usually has a picture of a fuller cup on it). Secondly you can boil water from your kettle, fill your cup and add your espresso shot last like we do in our cafes. This offers a more intense flavour and better crema.
How can I store my pods
Like all coffee varieties, pods love a cool space. Anywhere is fine, just avoid any direct sunlight or other heat sources. Counter top is fine.
Why are Double Roasters pods better than others?
We don’t compromise on coffee quality when it comes to what we put in our them. The blends inside your pods are the exact same as what we use in our cafes, all specialty grade arabica coffee. We also take the small batch approach to our pods, which means we create smaller batches more often.
How long do my pods last for?
We only use fresh roasted coffee in our pods that’s is 7 to 10 days old. After grinding, the coffee is immediately sealed in the foil air tight pod. They can last up to 2 years!
Can I buy your pods instore?
We generally only offer our pods online. Thanks to our free delivery over $50 offer, its free fast delivery on all 120 packs. If you get caught short and live local. You can purchase them from our Marrickville stores.
How long will the coffee last for?
Generally, we will ship out coffee that we have aged for seven days, that way its ready to use straight away. We recommend using the coffee 7 to 21 days from its roast date, this is when its at its best. It is still completely fine to drink after that date as well but you may notice it will taste a bit flatter than normal.
How is it best to store my coffee?
The best spot is in an air tight container, in a cool dry place.
Heat, cold and oxygen are not coffee’s friend.
Can I order over the phone?
We are here for you Monday to Friday 6am to 4pm for any support by phone. Unfortunately we are unable to process transactions over phone.
I can't see my favourite single origin previously stocked on your website. Can I still order it?
One of the many things we love about our Single Origin offerings is that we have 2 and they change on a weekly basis. If you can't see your favourite one it may come back again over the next few weeks or months. Our Single Origins are small batch, seasonal and sourced from Auctions, Micro lots and Single Estates. Sadly if it's not online when you visit our site, its not available.
I have a question about pricing?
If you are ordering for an office, business, or hospitality venue. Give us a call to talk about our wholesale pricing options.
Can’t find an answer? Click below to get submit an enquiry or email us at email@example.com.