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Frequently Asked Questions (FAQs)

My Account

Q:How do I create an account?

  1. Click the Register Link at the top right of any page.
  2. If you do not see the Register link, you already have an account and are logged in to that account.
  3. Fill out the Customer Registration form and submit.

Q:How do I edit my account information?

  1. Log into your account.
  2. Click the My Account link under the logo.
  3. Here you can manage the following:
    • Your User Profile
    • Your orders
    • Your saved addresses
    • Your Favorites/My Wish Lists
    • Your recurring orders
    • Your saved payment profiles

NOTE: Editing your profile address is NOT the same as editing your saved addresses. Your profile address helps you to auto-fill certain forms throughout our website, the saved addresses section will all you edit the addresses in your address book which can be used during the checkout process to speed up your checkout.

Q:How do I get notified of CoffeeRocket's promotions?

To be notified of our weekly promotions and occasional site-wide discounts, you can:

Q:I forgot my password.

If your attempt to log-in failed or if you can't remember your password you can request a password reset.

  1. Go to the Login Page.
  2. Click the "Help: Reset Password" Link
  3. Enter your username and click the "Send Reset Link" button.
  4. An email will be sent to your email address on file.
  5. Check your mailbox for an email with instructions on how to reset your password. *Please note this password expires for your security, so please check your email immediately. Check your spam folder if you do not see it in your mailbox.
  6. Still having difficulties, please contact support for further assistance.

Q:I forgot my User Name

You created your User Name when you registered with our website. It is possible that you created multiple registrations over a number of years. So, you should look for the latest email we sent to you to confirm your registration--it will contain your User Name. Most customers use their email address as their User Name.

If you are unable to find the registration email we sent to you and can't remember your User Name, you may submit a Support Ticket for help: Coffee Rocket Support

Q:What do I do if I requested my password reminder and I still can't log in?

If you don't receive your password reset email within 15 minutes please check your spam folder first.

If you can't find your password reset email or do not receive it, please submit a support ticket. One of our service representatives will respond to your request within 1 business day to assist you.

NOTE: If you submit a request after 4:00pm EST on Friday you will not receive a response until the following business day, which could be Monday or Tuesday if Monday is a holiday).

Buyer's Guide

Q:How do I buy/redeem a gift certificate?

Currently we do not offer gift certificates on our new site as we're ironing out the new process.  If you have a gift certificate that was issued on our old website (prior to October 29, 2013), please contact customer support with your certificate number and we'll help you redeem it.

Q:How do I find my product?

There are many ways to find a certain product. Usually customers will find at least one way that works the best for them and they'll stick to it.  Feel free to use any or all of the options listed below to find your favorite products.

  • Search Box ExampleAt the top and bottom of every page you'll see our search box with the magnifying glass.  Enter your search term in the box and click the magnifying glass to search our products. TIP: Typing in house blend will give you a return of all items that have EITHER house or blend in it. If you want a more specific search you can use quotes, such as "house blend", so that the storefront searches for an exact match!
  • Top Menus - You can click on any of the top menu items to be brought to a sub-menu for that category (Such as K-Cups, Alterra, Espresso, etc).
    Mega Menu example
  • If you are already searching our products, you can also search by:
    • Browse By Category list found on the left-hand side of any product page.
    • Sub-Category links found at the top of any product page.
      Search examples

Q:How do I get notified of CoffeeRocket's promotions?

To never miss one of our amazing sales you should sign up for our weekly newsletter!

Q:How do I navigate the site?

There are many ways to navigate our site.  Usually customers will find at least one way that works the best for them and they'll stick to it.  Feel free to use any or all of the options listed below to find your favorite products.

  • Search Box ExampleAt the top and bottom of every page you'll see our search box with the magnifying glass.  Enter your search term in the box and click the magnifying glass to search our products. TIP: Typing in house blend will give you a return of all items that have EITHER house or blend in it. If you want a more specific search you can use quotes, such as "house blend", so that the storefront searches for an exact match!
  • Top Menus - You can click on any of the top menu items to be brought to a sub-menu for that category (Such as K-Cups, Alterra, Espresso, etc).
    Mega Menu example
  • If you are already searching our products, you can also search by:
    • Browse By Category list found on the left-hand side of any product page.
    • Sub-Category links found at the top of any product page.
      Search examples

Q:How do I quickly reorder all items from a previous order?

How To Reorder a Previous Order

  • Log into your Account.
  • Click on the My Account link under the logo.
  • Click on the My Orders link in the Account Menu.
  • Look at your orders below.
  • Click the edit pencil icon to the left of a COMPLETED order you'd like to duplicate
  • Scroll down (if necessary) and click the Reorder Button
  • All items in that order will be added to your cart
  • You can add additional items, edit quantities or go to your cart and remove items
  • Complete your checkout

NOTE: If you have ordered with us previously but do not see any orders to manage below, it is because you either checked out under a different account or checked out anonymously (checking out without logging in at all). To be able to see all your orders and accrue reward points in one place you must log in to the same account EACH TIME you place an order.

Q:How do I resume a previous order I already started?

If you started an order but could not complete it we have it saved for you!

  • Log into your account.
  • Click on the My Account link under the logo.
  • Click on the My Orders link in the My Account Menu.
  • Scroll down (if necessary) on the My Orders page to see a list of your incomplete and completed orders.
  • Click the edit pencil icon to the left of the INCOMPLETE order you'd like to resume
  • Scroll down (if necessary) and click the View Cart
  • All items in that order will be added to your cart
  • You can add additional items, edit quantities or go to your cart and remove items
  • Complete your checkout

NOTE: If you do not see your incomplete order in the list it is because you did not log in first before you started placing your order. To be able to resume an incomplete order you must log in first before adding items to your cart.

Q:How do I use a coupon?

If you have a coupon you'd like to apply to your shopping cart, on the last page of checkout you'll see a section for Coupons. There you'll find a coupon line with a blank box in which you can type in your coupon code and then click the Apply button to apply it to the cart. You know you have successfully applied a coupon code if you now see it below the box with a trash can next to it (see example below).

 

Happy ordering!

Check Out Process

Q:How do I redeem a coupon?

If you have a coupon you'd like to apply to your shopping cart, on the last page of checkout you'll see a section for Coupons. There you'll find a coupon line with a blank box in which you can type in your coupon code and then click the Apply button to apply it to the cart. You know you have successfully applied a coupon code if you now see it below the box with a trash can next to it (see example below).

 

Happy ordering!

Q:How do I redeem my reward points?

If you have been logging in when placing your previous orders, you have been accruing Rocket Reward$ loyalty points.

To be able to redeem points, you must have at least accrued 200 points.  If you have at least 200 points, upon checkout, where you are asked how to pay, you'll see that automatically your reward points will be listed with a box for you to redeem them.  Just type in the amount of points you'd like to redeem and click the green + to apply them to your cart.  You know you've applied them properly if you see them added with a trash can next to them (see screenshot below).

You will also see to the far right the dollar amount you saved. You many finish your checkout and will only be charged the remaining balance.

To see all the details of our reward program, please visit our loyalty rewards page.

Q:Payment Profile Window Blank/Not Working

If you are trying to add a new payment profile when checking out and notice that the window pops up blank or not at all, chances are you have pop-ups disabled in your browser.  You do not have to compromise security and convenience of blocking annoying pop-up windows by having to enable all pop-ups.  You can make an excepting for just our website.

Below are directions for the most common browsers on how to enable pop-ups.  Please note that each browser has multiple versions so depending on the version of the browser you have, the instructions might be a little bit different.

Internet Explorer
http://windows.microsoft.com/en-us/internet-explorer/ie-security-privacy-settings#ie=ie-11

To turn Pop-up Blocker on or off

  1. Open the desktop, and then tap or click the Internet Explorer icon on the taskbar.
  2. Tap or click the Tools button and then tap or click Internet options.
  3. On the Privacy tab, under Pop-up Blocker, select or clear the Turn on Pop-up Blocker check box, and then tap or click OK.

 

Chrome
https://support.google.com/chrome/answer/95472?hl=en

Google Chrome prevents pop-ups from automatically appearing and cluttering your screen. Whenever the browser blocks pop-ups for a site, the blocked pop-up alert   appears in the address bar. Click the icon to see the pop-ups that have been blocked or to manage pop-up settings for the site.

If you're having trouble blocking pop-ups, saving your homepage, startup page, or search engine, then you may have malware. Get help restoring your settings.

See pop-ups for a specific site

To see blocked pop-ups for a site, follow the steps listed below:

  1. If pop-ups have been blocked, you'll see the blocked pop-up alert  in the address bar. Click the icon to see a list of the blocked pop-ups.
  2. Click the link for the pop-up window that you'd like to see.
  3. To always see pop-ups for the site, select "Always show pop-ups from [site]." The site will be added to the exceptions list, which you can manage in the Content Settings dialog.

To manually allow pop-ups from a site, follow the steps below:

  1. Click the Chrome menu  on the browser toolbar.
  2. Select Settings.
  3. Click Show advanced settings.
  4. in the "Privacy" section, click the Content settings button.
  5. In the "Pop-ups" section, click Manage exceptions.

Allow all pop-ups

You can allow all pop-ups by disabling the pop-up blocker. Follow these steps:

  1. Click the Chrome menu  on the browser toolbar.
  2. Select Settings.
  3. Click Show advanced settings.
  4. in the "Privacy" section, click the Content settings button.
  5. In the "Pop-ups" section, select "Allow all sites to show pop-ups." Customize permissions for specific websites by clicking Manage exceptions.

FireFox
https://support.mozilla.org/en-US/kb/pop-blocker-settings-exceptions-troubleshooting

Pop-up blocker settings

To access the pop-up blocker settings:

 

  1. Click the menu button  and choose Options
  2. Select the Content panel.

In the content panel:

  • Block pop-up windows: Uncheck this to disable the pop-up blocker altogether.
  • Exceptions: This is a list of sites that you want to allow to display pop-ups.


    The dialog has the following choices:
    • Allow: Click this to add a website to the exceptions list.
    • Remove Site: Click this to remove a website from the exceptions list.
    • Remove All Sites: Click this to remove all of the websites in the exceptions list. 

 

Q:Why can't I add a credit card payment profile?

If you are ready to checkout and are paying by credit card for the first time, you'll need to click the blue "Add New" button to add your credit card information.  If you click this button and it appears nothing happens, chances are your browser is blocking the payment window that is trying to appear.  Please enable pop-ups in your browser to proceed to check out.

Below you'll find links to the 3 most commonly used browsers on how to enable pop-ups.  Happy ordering!

Guarantees

Q:Price Match Guarantee

We guarantee the lowest prices...always!  Visit our Price Match Guarantee FAQ page for the most current information.

Q:Privacy Policy

Please visit our Privacy page for our full policy terms.

Q:Security

CoffeeRocket.com secures your personal information from unauthorized access, use or disclosure. CoffeeRocket.com secures the personally identifiable information you provide on computer servers in a controlled, secure environment, protected from unauthorized access, use or disclosure. When personal information (such as a credit card number) is transmitted to other Web sites, it is protected through the use of encryption, such as the Secure Socket Layer (SSL) protocol.

Order Status

Q:Has my order shipped?

Go to the My Orders link (found by clicking the My Account link at the top of the page and then clicking My Orders) to check your orders status.

Here you'll find a list of your orders and their current status. Look at the Order Status column to see the status of your order.

*Please note: You will only see orders listed here that you placed when you were logged in. Any orders placed anonymously (meaning you did not log in at all) will NOT be listed here.

Example of a list of orders

Q:How do I track my order?

Once your order ships, you will receive a confirmation email to the email address you provided with your tracking number.  You can then go to UPS.com, enter in the tracking number provided and follow the progress of your package.

If you did not receive or deleted the tracking email you can also find your tracking number online in your order details (*Note: You must have been logged in before placing your order to track your order in your account.)

  1. Go to My Orders and click the edit pencil icon to the left of the order you wish to track.
    Edit pencil icon for your order
  2. Click on the shipping tab that loaded (you may need to scroll down to see it) and you will find your tracking number.
  3. Copy the tracking number and visit UPS.com to enter the number and track your package.
    UPS tracking code example
  4. If your package has been marked shipped but there is no tracking number in the shipping tab, please contact support.

Q:My order never arrived.

  1. Click the My Account link at the top of our site to find your tracking number (see How to Track My Package for further instructions on how to retrieve your tracking number).
  2. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Number on the shipping tab, go to UPS.com and enter in your tracking number to confirm that your packages were delivered.
  3. If your packages each show a status of "delivered", please contact customer service for assistance.

Q:When will my backorder arrive?

Back-ordered items are those which our suppliers are unable to predict when they will have more in stock, but as soon as they do, we will be able to ship the item to you.  If you'd like to remove a back-ordered item so the rest of your order ships, please contact support.

Q:When will my order ship?

Please see each individual item page for more information on the availability of each item. Also, after placing your order, you may log into the My Account link at the top of our site to track the status of your order. Most orders will ship within 2-3 business days and often times even sooner with no additional charge.  You will receive a shipment confirmation when your order has shipped and tracking information within 24-48 hours of shipment.

Below you'll find an estimate of shipping times.  Please note if you place your order after business hours you should estimate your shipping times based on the next business day (so on Friday you should calculate starting the following Monday).

Shipping Estimates

Orders/Return Policy

Q:An item is missing from my shipment.

Please submit a support ticket within 7 days with your order number and exactly what you received in your order. We'll work with you to make it right.

Q:Damaged / Defective On Arrival / Wrong or Missing Item(s)

Any items from your order that are damaged by the shipping courier during transit or defective upon arrival must be reported within 7 days of delivery. Requests after 7 days of receiving the product will not be accepted. The product should be in original condition with box and packaging. We will replace and pay replacement shipping for all items damaged in shipping, provided we can pick up the damaged items and their original packaging (this is necessary for us to file a claim).

To report a damaged or defective item, create a support ticket or call our Customer Care Department, Monday-Friday 9:00am - 3:30pm EST M-F at 888-339-2506: If CoffeeRocket.com has made an error in shipment either with the wrong item or missing items from the order; we will promptly replace those items with the correct ones. In instances where stock is no longer available, your account will be credited.

Q:How do I change quantities or cancel an item in my order?

As we usually ship most orders out within 1 business day, please submit a support ticket or call customer support at 888-339-2506 as soon as possible so we can make the changes before your order ships.

Once your order ships, you will be responsible for shipping the unwanted items back unless the error was made on our part (see Return Policy FAQ for full details).

Q:How do I return my product?

Original sales receipt must accompany returns.

Your request must be made within 7 days of delivery via creating a support ticket or call customer care 9:00am-3:30pm EST M-F at 888-339-2506. Returns must be sent via a traceable method as we will not credit for an order where proof of receipt cannot be made. No returns are accepted without prior authorizations and, no returns will be allowed on any product that was not part of the original purchase through coffeerocket.com. (i.e. resale of product through 3rd party on Amazon, EBay, etc.). Please include the original order number when returning any items. Any gift item shipped to you from coffeerocket.com may be returned for a merchandise credit that can be used on a future coffeerocket.com order or exchanged for product of equal value. Refund checks are not available for gift returns. Shipping is non-refundable. Items must be in "new, unaltered and unused condition". Definition of new, unaltered and unused condition is:

  • without showing signs of wear or damage in any way
  • within 7 calendar days of the delivery date (after 7 days no returns are allowed)
  • must not be a special order or a custom order
  • unless noted that it cannot be returned or has a different return  policy time period other than that 7 days noted in that item's  particular item description.

Please ship items back by a traceable/track-able method to:
CoffeeRocket.com
2562 Blvd of the Generals
Norristown, PA 19403

Q:My item is missing parts.

If your item upon opening is missing parts (ex. coffee machine is missing something) please submit a support ticket within 7 days with your order number and exactly what you received in your order and what is missing.  We'll work with you to make it right.

Q:What is your return policy?

How do I exchange an item?

Your request must be made within 7 days of delivery by creating a support ticket or calling customer care 9:00am - 3:30pm EST M-F at 888-339-2506. Returns must be sent via a traceable method as we will not credit for an order where proof of receipt cannot be made. No returns are accepted without prior authorizations and, no returns will be allowed on any product that was not part of the original purchase through coffeerocket.com. (i.e. resale of product through 3rd party on Amazon, EBay, etc.). Please include the original order number when returning any items. Any gift item shipped to you from coffeerocket.com may be returned for a merchandise credit that can be used on a future coffeerocket.com order or exchanged for product of equal value. Refund checks are not available for gift returns. Shipping is non-refundable.

Damaged / Defective On Arrival / Wrong or Missing Item(s)
Any items from your order that are damaged by the shipping courier during transit or defective upon arrival must be reported within 7 days of delivery. Requests after 7 days of receiving the product will not be accepted. The product should be in original condition with box and packaging. We will replace and pay replacement shipping for all items damaged in shipping, provided we can pick up the damaged items and their original packaging (this is necessary for us to file a claim). To report a damaged or defective item, create a support ticket or call our Customer Care Department, Monday-Friday 9:00am - 3:30pm EST M-F at 888-339-2506: If CoffeeRocket.com has made an error in shipment either with the wrong item or missing items from the order; we will promptly replace those items with the correct ones. In instances where stock is no longer available, your account will be credited.

Refunds are contingent upon inspection of item(s) once we receive it.

There is a 15% restocking fee for returned items that are not being exchanged and are not damaged. Again you MUST contact us within 7 days if you intend to return ANY item back to our store. Items returned to us AFTER 7 days and WITHOUT contacting us will NOT be refunded. 

Customer is responsible for all shipping costs if seller is not at fault. 

Pricing and Billing

Q:Do I have to pay sales tax?

You only have to pay sales tax if you are located in the same state as our warehouse which is PA.

 

Q:I have a question on my charges.

You may review your order history yourself at any time by doing the following:

  1. Go to the My Account page and log in.
  2. Once logged in, click on the My Orders link to the right.
  3. Find the order you would like the receipt for and then click the "edit pencil" icon to the left of the order.
    Edit pencil icon in My Orders
  4. You may compare your order history on our website with your financial records.

Please note that if you are looking for order history before October 29, 2013, you will need to contact contact customer support

Q:I need a copy of my receipt/invoice.

You may email your invoice/receipt to yourself at any time by doing the following:

  1. Go to the My Account page and log in.
  2. Once logged in, click on the My Orders link to the right.
  3. Find the order you would like the receipt for and then click the "edit pencil" icon to the left of the order.
  4. Go to the general tab and click the blue "Email Receipt" button (you may need to scroll down before you see the button).
    Example of Email Receipt Button
  5. Click the button and an email will be sent to the email given at the time of the order.

Q:When will my credit appear on my account?

Credits usually take 7-10 business days from the time we receive your item(s).

 

Q:When will my credit card be charged?

Your credit card will be charged within 24 hours prior to shipment of your item(s).

Please note:  When you place your order, you have "authorized" that amount to be withdrawn from your account. We do not actually take any funds until we have packaged and are ready to ship your order. Therefore, if you log into your credit card account you may see two line items for the same amount.

We do not ever withdraw funds twice from your account.  For example, you place an order Friday afternoon for $56.25 and our warehouse staff comes in on Monday and ships your order.  If you log into your credit card account on Tuesday to check your account activity (and your statement has not settled/closed for that time period yet), you will see a line item on Friday for $56.25 and then the actual charge on Monday (when we actually withdrew the funds) for $56.25.

If you have any concerns and still feel you are being charged twice, please contact your credit card provider and they will confirm that you have only been charged once.

Q:Why did you charge me twice for my order?!

When you place your order, you have "authorized" that amount to be withdrawn from your account. We do not actually take any funds until we have packaged and are ready to ship your order. Therefore, if you log into your credit card account you may see two line items for the same amount, one for the authorization and then one for the actual capture (collection) of that amount.

We do not ever withdraw funds twice from your account.  For example, you place an order Friday afternoon for $56.25 and our warehouse staff comes in on Monday and ships your order.  If you log into your credit card account on Tuesday to check your account activity (and your statement has not settled/closed for that time period yet), you will see a line item on Friday for $56.25 and then the actual charge on Monday (when we actually withdrew the funds) for $56.25.

If you have any concerns and still feel you are being charged twice, please contact your credit card provider and they will confirm that you have only been charged once.

Shipping

Q:Do you ship to my country?

Currently we only ship within the continental United States and do not ship internationally or to P.O. boxes.

Q:How much is my shipping?

Orders AFTER applying any coupons or discounts of $99+ are eligible for FREE shipping. Any order below $99 will be charged a flat rate of $9.99.  Please note that large bulk items such as brewers do not qualify for free shipping and your shipping charges will be calculated at checkout.

 

Q:What are my shipping options?

  • Free shipping on orders of $99 or more AFTER discounts and coupons are applied.
  • Flat rate of $9.99 on any order less than $99 after discounts and coupons are applied.

Coming Soon: for additional fees:

  • UPS 3 Day Select
  • UPS 2nd Day Air
  • UPS Next Day Air Saver
  • UPS Next Day Air

Q:What are your estimated shipping times in transit?

Shipping Information

We have high quality standards when it comes to everything we do, shipping included. Other companies charge you to have it shipped inside of 5-7 business days but we do our best to get your order out our doors within 2-3 business days at no extra charge! Lastly, orders that exceed $99.00 qualify for free shipping.

Time in Transit

Ground delivery in the Continental United States takes anywhere from 1-5 days depending on what part of the country you live in. UPS (Ground, Second Day, and Next Day Air) deliver packages Monday thru Friday. You can also track your package by logging onto UPS.com and typing in your tracking number provided for you in the My Account section of CoffeeRocket.com.

Free Delivery

Orders over $99 receive free shipping! However, there are certain items that do not qualify for free shipping based on their size or weight. Each product will note whether or not it is eligible for free shipping.

Alaska and Hawaii

At this time we currently do not ship outside the continental US.

PO Boxes and APO/FPO Shipping

If you have a PO box listed as your shipping address, we will certainly make sure that's where it goes. Just please keep in mind that shipping charges are higher when not shipped to a physical residence. If you would like to change your shipping address to reflect a physical address, you can do so in the My Account section of CoffeeRocket.com.

Incorrect and Old Addresses

If for some reason you enter the incorrect shipping address or forget to change an address from old to new, then we regretfully must charge a $10 fee toward your account if the order has already been shipped. This is a charge that we pass down from UPS, so please take the time to double check your information before making your purchase final.

International Shipping

Update! Due to the Tariffs and other fees we will no longer ship to Canada

Currently, we only offer shipping to the continental US.

Q:When will my order ship?

Most of our items will ship within 2-3 business days (often times even earlier!). Brewers can take up to 2 weeks to ship and if your product is on back order then we will ship it to you as soon as we receive the product into our warehouse from our suppliers.

Please see each individual item page for more information on the availability of each item. Also, after placing your order, you may log into the My Account link at the top right hand side of our site to track the status of your order. You will receive a shipment confirmation when your order has shipped and tracking information within 24-48 hours of shipment.

Below you'll find an estimate of shipping times. Please note if you place your order after business hours you should estimate your shipping times based on the next business day (so on Friday you should calculate starting the following Monday).

Shipping Estimates

Additional Support

Q:If my question is not answered here in the FAQ's, how do I contact you?

If you cannot find the answer to your question in our extensive FAQs, please submit a support ticket or call us at 1-888-339-2506 Monday - Friday from 9:00am - 3:30pm.










Customer Testimonials