Frequently asked questions

Getting started

Do I need a subscription to design or order coffee?

No monthly subscription is required to design and order standard wholesale coffee delivered to yourself. There is no artwork fee or minimum order quantity for that route. Connected selling and dropshipping require a paid plan. Choose your path.

Is there a free trial?

No. Designing and ordering standard wholesale without a subscription is its own ordering route, not a trial of paid selling features.

How do I try the coffee?

Use Order samples for the current assortment and available pod or tube samples. For one selected 12oz coffee, use the guest Designer. Read the sample guide.

Coffee and packaging

Where are the roast levels, tasting notes, and product descriptions?

Find the coffee by name in the coffee reference. Single origin and seasonal are categories, not roast depths. Check the actual product listing for the format and availability you can order.

Can I prepare seasonal packaging before the coffee launches?

Yes. Prepare the design using a generic coffee, then create the actual seasonal product when it launches. Do not sell the generic coffee as the seasonal product. See the 2026 dates and steps.

Is custom branding the same as a custom blend?

No. You can put your brand on an existing catalog coffee. A custom blend starts at 2,500 finished retail units per blend and requires production review. See custom requests.

Can you print my logo on individual pod lids?

Standard orders support outer-box branding. Custom individual lids may be considered from 12,000 individual pods with production approval. This is a count of pods, not retail boxes.

What is the coffee tested for?

Mycotoxins and heavy metals, annually when new raw green coffee lots are contracted. This is not a claim that every finished batch is tested or certified free of contaminants. Read about testing and reports.

What file do I upload for a complete package design?

The current signed-in Designer's full-layout import accepts PNG or JPG up to 25 MB, with dimensions matching the selected package sheet. A logo or photo uses the image tools instead. Prepare your artwork.

Does the 3D preview show exactly how the printed package will look?

It helps check placement and orientation. It does not guarantee printed color, materials, manufacturing tolerances, or label compliance. Review the whole package.

I saved my design. Is it already for sale?

Saving creates an account product. You still need to assign it to a connected store and review its publication settings. Publish your product.

Orders and shipping

How long does production take?

Normally 2 business days on Pro or 3–4 on Base, before shipping transit. Larger orders around 75–100 items or more may need 5–7 business days on any plan. Check production and shipping.

Can I cancel after picking starts?

You can email a cancellation request, including after picking. Cancellation is never guaranteed once an order has been placed. Wait for confirmation before creating a replacement. Request a change.

Tracking says Label Created. Is the package lost?

A label is not proof of carrier pickup or a lost parcel. Check the latest scan. If Label Created or Pre-Transit has not changed for five or more days, contact support with the order and tracking references. Get delivery help.

Do I need photos to report a damaged order?

Photos are helpful, but you can start a report without them. Include the affected items and quantity, and whether the inner coffee bag is intact. Remedies are reviewed individually. Report damage.

Can I submit several orders from a spreadsheet?

Use the import screen's CSV Template and preserve its exact headers. Product ID and Variant ID are Roastify identifiers, not store SKUs. Review validation and existing orders before submitting or retrying. Import orders.

Stores and integrations

My Shopify customer paid. Why is the order missing from Roastify?

Check the connected store, original Roastify variant SKUs, fulfillment location, and whether Shopify sent a fulfillment request. Customer payment alone does not establish that Roastify received the order. Follow the checks.

Why am I charged separately by Roastify?

Your customer pays your storefront. Roastify separately charges for products and fulfillment shipping, in addition to your subscription. Offering customer free shipping does not remove the Roastify shipping cost.

Why does a Shopify product show Sold out?

Check current catalog availability, product publication, inventory settings, the Roastify fulfillment location, and shipping rates. Do not invent stock quantities or change SKUs to hide the message. Review variant settings.

Does Roastify still have a WooCommerce plugin?

The old plugin is retired. Use a Pro Roastify Store or have a developer build a custom API connection on Base or Pro. Compare selling options.

Do I need my own Stripe account for a Roastify Store?

Complete the Store's Stripe Connect onboarding so it can accept customer payments. Your Roastify fulfillment payment method is separate. Connect payments and launch.

Should I delete my Store to fix its domain?

Confirm the supported domain change or connection route first. Deleting a Store removes its pages and Store design. Account products are retained, but check access to existing order and payment records before deletion. Check domain settings.

Billing, account, and design help

What happens when I cancel my subscription?

Paid access continues until the current cycle ends. Saved designs are currently retained, but indefinite storage is not guaranteed; keep your own copies. Product orders and account deletion are separate. Manage your subscription.

Will cancellation automatically refund my subscription or wallet?

No. Unused or accidental monthly subscriptions may be reviewed for up to 60 days, or two charges. Annual and wallet requests need individual review. Send a billing request.

What does the paid design service include?

Three product designs and two revisions, delivered as editable designs inside Roastify. Confirm the current price, timing, and revision allocation before purchasing. Prepare a design brief.

My products disappeared after signing in. What should I check?

Check that you used the same email and sign-in method as before. Look in My Products and the full Orders list, not just the dashboard summary. Get account access help.

What should I send support?

Email support@roastify.app with your account email, relevant order or product reference, what happened, and the exact error. A screenshot can help. Leave out passwords, verification codes, and full payment details.