# drinktrade

> Public Help Center articles for drinktrade.

Use these links as concise, text-first sources for customer-facing support policies and FAQs.

Each linked article is the Markdown representation of the public Help Center article URL with `.md` appended.

## Articles

- [Account Activation FAQs](https://trade-coffee.gorgias.help/en-US/account-activation-faqs-380616.md): Why do I need to reset my password?. To activate your account you need to create a new password. You can use the activation email we sent or request a new copy of the email here. Please make sure you're using the most recently sent email, as only tha
- [How do I log in to my account?](https://trade-coffee.gorgias.help/en-US/how-do-i-log-in-to-my-account-357992.md): If this is your first time logging in, you'll need to finish setting up your account via the Activation Email that was sent. Or you can request a new copy of that Activation Email here. Please make sure you're using the most recently sent email, as o
- [Navigating Your Account Dashboard](https://trade-coffee.gorgias.help/en-US/navigating-your-account-dashboard-386451.md): Welcome to Trade! Once you've subscribed and logged into your account you'll be able to fully customize your subscription to your liking via our Dashboard. Here's a quick cheat sheet to help you get around, starting with your Dashboard. This is your
- [What types of subscriptions are there?](https://trade-coffee.gorgias.help/en-US/what-types-of-subscriptions-are-there-324471.md): Prepaid Bundles: Our prepaid subscription bundles are the best way to save on shipping fees for our standard bags of coffee! We offer prepaid bundles of 3, 6, or 12 bags. We’ll still send your coffees one at a time at your desired order frequency so
- [How do the subscriptions work?](https://trade-coffee.gorgias.help/en-US/how-do-the-subs-324472.md): In This Article: 1) The Order Process 2) The Coffees 3) Frequency 4) Subscription Types 1) The Order Process After you place your order, our roasters will roast your coffee according to their individual roasting schedules. Each roaster's schedule is
- [Trade's Subscription Tiers](https://trade-coffee.gorgias.help/en-US/trades-subscription-tiers-401627.md): Trade currently offers two types of coffee plans:. Premium - Our full collection of 450+ single origins, blends, and more from nearly every coffee-producing country in the world. $21.99 per standard 10.93 oz bag or $49.99 per 2-lb bag. Who’s it for?
- [What size are Trade's bags of coffee?](https://trade-coffee.gorgias.help/en-US/what-size-are-t-324491.md): What size are Trade’s bags of coffee? Bag sizes range from 10 ounces to 5 pounds, but the majority are 310 grams (~11 ounces). How much coffee comes in each bag? Trade offers a number of different options, including 10 ounce, 11 ounce/310 gram, 2
- [How do two-pound bags work?](https://trade-coffee.gorgias.help/en-US/how-do-two-poun-324473.md): Why am I getting a two-pound bag? Across the board, the coffee industry has seen prices on everything from beans to freight rise. We needed to find a smarter, more efficient way to deliver on the quality and value that you’ve come to expect from
- [What is Trade?](https://trade-coffee.gorgias.help/en-US/what-is-trade-324488.md): Our story is simple. We are dedicated coffee fans working with incredible roasters – from new small-town heroes to the OG cult classics who pioneered craft coffee decades ago. Our partners are committed to the highest standards of ethical sourcing
- [What's a Premium Subscription?](https://trade-coffee.gorgias.help/en-US/whats-a-premium-subscription-324493.md): In This Article 1) What coffees are included in Premium? 2) What is the pricing of the Hook Up subscription? 3) How do I change to Premium? 1) What coffees are included in Premium? The Premium is a subscription tier that features a wider
- [What’s a Classic subscription?](https://trade-coffee.gorgias.help/en-US/what%E2%80%99s-a-classic-subscription-324492.md): Short answer: everything you love about coffee--only better! Select is the perfect subscription for the everyday coffee drinker who's ready to start brewing a better cup. We'll send either one bag at a time for $15.75 or a 2lb bag for $35
- [Do you offer Fair Trade, Organic, or certified coffee?](https://trade-coffee.gorgias.help/en-US/do-you-offer-fa-324456.md): The short answer: Take a look at all certified coffee by clicking here. We have coffee certified for Fair Trade, Kosher, Organic, and Rainforest Alliance. The long answer: All of the coffees on our website are in fact purchased at above fair trade
- [Does Trade have decaf coffee? What about a decaf subscription?](https://trade-coffee.gorgias.help/en-US/does-trade-have-324457.md): Decaf coffees: You can see all of our wonderful decaf selections here. These coffees are part of our Premium Tier due to the costs associated with the decaffeination process. Our roasters source coffees that use modern decaffeination methods to clean
- [Do the coffees have nuts or other added ingredients?](https://trade-coffee.gorgias.help/en-US/do-the-coffees-324455.md): Great question! We can confirm that the coffee is 100% coffee beans and contains absolutely no nuts or any other added ingredients. The roasters' notes on the bags are actually tasting notes that roasters have discovered while roasting the coffee
- [Can my subscription order more than one bag at a time?](https://trade-coffee.gorgias.help/en-US/can-my-subscription-order-more-than-one-bag-at-a-time-324447.md): Q: If I have a 2 bag subscription order, will it be the same or different coffees? You can now choose to get two different bags . If you'd like to get 2 different coffees, you can change your subscription to send 1 bag per order by going to Manage
- [How do I unsubscribe from your emails?](https://trade-coffee.gorgias.help/en-US/how-do-i-unsubs-324470.md): Unsubscribing is easy! Please open any of our marketing emails sent to you. You will find a one-click option to unsubscribe from all marketing communication at the bottom of the email. You will still receive emails regarding order confirmations and s
- [How do I join Trade as a roaster?](https://trade-coffee.gorgias.help/en-US/how-do-i-join-t-324467.md): We aren't looking to bring on many more roasters right now, but we would love to learn a bit more about your company. If you could please fill out our Prospective Roaster Survey here, that'll give us a better idea of who you are! Please note that com
- [I want to change which coffee I'm getting next](https://trade-coffee.gorgias.help/en-US/i-want-to-change-which-coffee-im-getting-next-324479.md): You can replace any of the next three coffees that you're scheduled to receive with one of your other matches by clicking "Add to Queue". Click any coffee already within your queue to read more about it and rearrange the order of your queue. Have a
- [Can I add my own coffees to my order?](https://trade-coffee.gorgias.help/en-US/can-i-add-my-own-coffees-to-my-order-324448.md): The subscription can only send one kind of coffee at a time, as it's difficult for different roasters to coordinate on one order. If you'd like to have another coffee ordered in addition to your subscription order, you can place an a la carte order
- [How do I change my next order date?](https://trade-coffee.gorgias.help/en-US/how-do-i-change-date-324460.md): Going through coffee more quickly than anticipated? Need to take a short break? You can change the next order date on your subscription right from your Dashboard. Just make sure you're logged in!. Once in your account, you'll see which coffee is up n
- [How do I change the frequency of my orders?](https://trade-coffee.gorgias.help/en-US/how-do-i-change-freq-324464.md): Q: How do I change the frequency of my orders? Change the frequency of your orders at any time by clicking Manage on the homepage and selecting your desired frequency when you scroll down. Please note that changing your frequency will NOT
- [How do I change my grind setting?](https://trade-coffee.gorgias.help/en-US/how-do-i-change-grind-324465.md): Change the grind setting for your subscription coffee orders at any time by clicking here. Your next orders will be ground according to your subscription settings. Please note that all changes must be made by 12 PM EST the day prior to your order
- [How do I change my subscription shipping address?](https://trade-coffee.gorgias.help/en-US/how-do-i-change-address-324461.md): Change your subscription shipping address at any time by clicking here. Your next subscription orders will be shipped to the address provided. Please note: any adjustments to your order must be made a full 24 hours prior to your next order date. This
- [How do I change my subscription payment method?](https://trade-coffee.gorgias.help/en-US/how-do-i-change-payment-324462.md): You can change your subscription payment method at any time by clicking here. Your next subscription orders will be charged to the payment method provided. If you still have any questions or need additional help, please reach out to support@drinktrad
- [How do I change my password?](https://trade-coffee.gorgias.help/en-US/how-do-i-change-pw-324466.md): You can change your password by logging out and then clicking Forgot Password. Doing so will send an email to your registered email address with information on how to change your password. If you're having trouble registering the new password or you
- [How do I rate my coffee?](https://trade-coffee.gorgias.help/en-US/how-do-i-rate-m-324468.md): Rating past coffee orders You can review previously ordered coffee on the My Ratings found on the homepage when you're logged in. Your ratings on the coffee help our algorithm and Customer Experience agents get a better understanding of your coffee
- [Can I pause my subscription, rather than cancel?](https://trade-coffee.gorgias.help/en-US/can-i-pause-my-324450.md): Yes! We totally understand needing to pause if you're going out of town or are backed up on coffee. Or any other reason! You can do this by navigating to your My Subscription page (make sure you're already logged in) and use the Pause Subscription bu
- [Can I change how many bags I get per order?](https://trade-coffee.gorgias.help/en-US/can-i-change-how-many-bags-i-get-per-order-324463.md): You can select 1 or 2 bags per order directly on site by clicking here. On this page you can elect to have two or one bags sent in your orders. Please note, selecting two bags at once will send two bags of the same coffee in each order. Our team is
- [How does Trade’s First Bag Guarantee work?](https://trade-coffee.gorgias.help/en-US/how-does-trade%E2%80%99s-first-bag-guarantee-work-324475.md): We know how important coffee is to our customers and how tricky online shopping can get. To make sure there’s nothing to worry about, we guarantee that you’ll love the first coffee in your subscription, or we’re happy to find you a better match, on
- [I didn’t like my coffee, but it wasn’t my first bag. What do I do?](https://trade-coffee.gorgias.help/en-US/i-didn%E2%80%99t-like-my-coffee-but-it-wasn%E2%80%99t-my-first-bag-what-do-i-do-324477.md): We’re sorry to hear that! Trade’s First Match Guarantee only applies to your first match in a subscription, but we want you to love the coffee you receive from us. If your most recent coffee's missed the mark, chat us on the homepage or give us a
- [I rated my first coffee negatively. Will I get a replacement?](https://trade-coffee.gorgias.help/en-US/i-rated-my-firs-324478.md): Thanks for the rating! We use your feedback to help improve our matches for you. In order to redeem your First Match Guarantee, you need to reach out to the coffee pros on our Customer Experience team so we can help fix whatever went wrong. Plus
- [Can I return my coffee?](https://trade-coffee.gorgias.help/en-US/can-i-return-my-324452.md): Since coffee is a perishable item, we're unfortunately unable to accept any returns.If there was an issue with your order, please reach out to support@drinktrade.com and we will respond to your request promptly! You may also reach us 9 AM - 5 PM EST
- [Can I skip my next order?](https://trade-coffee.gorgias.help/en-US/can-i-skip-my-n-324453.md): You can change the next order date on your subscription right from your Dashboard. Just make sure you're logged in!. Once in your account, you'll see which coffee is up next. Click "Reschedule" and then "Select your order date". You can change your n
- [My order has the wrong address - can I change it?](https://trade-coffee.gorgias.help/en-US/my-order-has-th-324481.md): If your order has the wrong address listed, our agents can update the address for your order provided the coffee has not been roasted. Once the coffee has been roasted and packed to be picked up, no changes or cancellations can be made to the order
- [The coffee I'm getting is different from the one that was in my queue.](https://trade-coffee.gorgias.help/en-US/the-coffee-im--324484.md): From time to time, a coffee goes out of stock before we are able to place the order for you. This is all part of coffee seasonality and making sure that we only send freshly roasted coffee! Your coffee queue may also update to reflect changes you hav
- [What should I do if there’s an issue with my coffee?](https://trade-coffee.gorgias.help/en-US/what-should-i-d-324490.md): If you experience any issues with your coffee, such as a damaged product, incorrect item, or wrong grind size, we’d be happy to assist you!. Please reach out to our Customer Experience Team by emailing support@drinktrade.com and we will respond to yo
- [Where is my coffee order?](https://trade-coffee.gorgias.help/en-US/where-is-my-cof-324495.md): If you still have any questions or need additional help, please reach out to support@drinktrade.com and we will respond to your request promptly! You may also reach us 9 AM - 5 PM EST Monday - Friday by phone (888) 252-8691, text (424) 238-3630, or t
- [Where is the rest of my coffee?](https://trade-coffee.gorgias.help/en-US/where-is-the-re-324496.md): Because our roasters ship orders directly from their roasting center to your home, if you purchase multiple from different roasters in one order, each coffee will ship individually. Please note that roasters have set individual roasting schedules, an
- [How do I track my order?](https://trade-coffee.gorgias.help/en-US/how-do-i-track-my-order-380071.md): When your order has been placed, you'll receive an email entitled "Your Coffee Shipping Details". In this email, there will be a link called "Your Tracking Info" where you'll be able to see the status of your order. You can also access the tracking l
- [My order has no updated tracking information](https://trade-coffee.gorgias.help/en-US/my-order-has-no-updated-tracking-information-380072.md): The tracking information may take from 48-72 hours to update. If you still haven't seen any updates after 72 hours for your order, please reach out to our Customer Experience team for assistance. You can reach our Customer Experience Team by emailing
- [My order is late and hasn't arrived](https://trade-coffee.gorgias.help/en-US/my-order-is-late-and-hasnt-arrived-380074.md): Our normal shipping timeframe is 2-5 business day after the bag is roasted and shipped. Please note that 5 business days may translate to about a week. However, if you still haven't received your order after a week, please reach out to our Customer E
- [My order was marked delivered but hasn't arrived - what do I do?](https://trade-coffee.gorgias.help/en-US/my-order-was-marked-delivered-but-hasnt-arrived---what-do-i-do-380075.md): With major carriers like USPS or UPS, some orders may be marked delivered early and end up arriving a day or two later. If your order still hasn't arrived after 48 hours of being marked delivered, reach out to our Customer Experience Team and they'll
- [Do gift recipients get to choose their coffee?](https://trade-coffee.gorgias.help/en-US/do-gift-recipie-324454.md): A big part of what we do is help people find the best coffee for them! Our subscriptions use a human powered algorithm to make personalized coffee matches based on a user’s preferences and their coffee quiz answers! If a gift recipient knows what
- [How do gift subscriptions work?](https://trade-coffee.gorgias.help/en-US/how-do-gift-sub-324458.md): Our gift subscriptions are the perfect way to have friends and family experience a variety of coffee! 1. You select how many bags of coffee to give. 2. We’ll send them a redeemable gift code on a date of your choosing (printing is also an option). 3
- [How do I redeem my gift?](https://trade-coffee.gorgias.help/en-US/how-do-i-redeem-324469.md): If you received a gift, you should have received a code that you can enter in on our website to get your gift started. To enter your gift code, click on this link and follow the instructions: https://www.drinktrade.com/redeem/code Already entered
- [What if my recipient loses their gift code?](https://trade-coffee.gorgias.help/en-US/what-if-my-recipient-loses-their-gift-code-324486.md): Easy! They just need to use the same login info that they've already used with Trade and the gift code will drop the relevant amount of bag credits into their account. Those gift credits will be used instead of the recipient's saved payment method
- [Where do you ship to?](https://trade-coffee.gorgias.help/en-US/where-do-you-sh-324494.md): We currently ship within the United States using USPS. We are able to ship to all 50 US states, including Alaska & Hawaii.At this time, we do not ship to APO/FPO/DPO addresses, Puerto Rico, the U.S. Virgin Islands (or other U.S. territories), Canada,
- [How does shipping work?](https://trade-coffee.gorgias.help/en-US/how-does-shippi-324474.md): Our roasters ship coffee directly from their roasting facility to your home for optimal freshness. This means that items purchased from different roasters as part of the same order will ship separately. You will receive an email confirmation with a U
- [Is shipping free?](https://trade-coffee.gorgias.help/en-US/is-shipping-free-380372.md): You can unlock free shipping in your subscription by electing to pay in advance for your coffee. All pre-paid subscriptions will receive free shipping on all orders. Additionally, all 2lb subscriptions receive free shipping. For pay-per-shipment subs
- [Are the shipping bags recyclable?](https://trade-coffee.gorgias.help/en-US/are-the-shipping-bags-recyclable-1138806.md): Our new shipping bags are made from 100% recycled, post-consumer plastic. They’re specifically made from HDPE-2, a kind of plastic that can be recycled! However, like all thin film plastics, they need to be recycled separately. Most grocery stores h
- [Can I return equipment?](https://trade-coffee.gorgias.help/en-US/can-i-return-eq-324451.md): We believe that our equipment has something to offer for all tastes and experience levels, but we know that sometimes returns are necessary. As long as it is in the original packaging and still in ‘like new’ condition, most equipment can be returned
- [Our Referral Program](https://trade-coffee.gorgias.help/en-US/our-referral-pr-324483.md): We love when our customers share the love! With our Refer-a-Friend program, you can give your friends free coffee! Here’s how it works: pick up to six friends or family members that will love Trade as much as you do. Go to the Trade homepage, click
- [What payment methods do you accept?](https://trade-coffee.gorgias.help/en-US/what-payment-methods-do-you-accept-324674.md): We accept most credit and debit cards, including Visa, Mastercard, Discover, JCB, and Diner's Club. We also accept Paypal; however, we do not yet accept ApplePay (coming soon). You may add a new credit or debit card to your account at any time
- [Can I cancel my order?](https://trade-coffee.gorgias.help/en-US/can-i-cancel-my-order-324672.md): If you have recently placed your order, our customer support team may be able to cancel it completely or partially. Once the roaster has gotten to work on your coffee, however, we're no longer able to stop it. If your order has been placed but you
- [Can I cancel my subscription?](https://trade-coffee.gorgias.help/en-US/can-i-cancel-my-subscription-380421.md): You can cancel your subscription at any time by clicking "My Subscription" on your Dashboard or by heading directly to your Subscriptions page. Under your billing & shipping information, click "Cancel Subscription." You will be asked for your feedbac
- [How do I cancel my subscription?](https://trade-coffee.gorgias.help/en-US/how-do-i-cancel-324459.md): We’re sorry to see you go! Log into your Trade account, visit this link, and click ‘Cancel Subscription’. Answer a few quick questions (we’d love to know how to improve) and you’re all set! Any in-progress orders will be roasted and shipped as the