FAQ

How do I log into my account?

From any page on our website, click the person-icon located in the top right of the page or navigate to nossacoffee.com/account.

From there, enter your account credentials (email and password).

If you do not yet have an account, you can create one from this page (note, so long as the account email matches any order emails, your order history will be available once your account is created).

My password does not work

If your password is not working, simply click "Forgot Password" to have a reset link emailed to you.

Note, if you do not receive an email with a reset link after clicking "Forgot Password," you do not yet have an account for that email address (even if you have placed an order in the past using that email address).

Please "Create an Account" in this case. If you're convinced you have an account with us and "Forgot Password" is not working, please contact us for additional assistance.

How do I change my password?

To reset your password, log out of your account and click "Forgot Password" on the login page at nossacoffee.com/account.

How do I change my email address?

Account email addresses cannot be changed by the user. Please contact us for assistance.

How do I manage my subscription?

Subscriptions can be managed from your user account page.

After logging into your account, click "Manage Subscriptions" to be taken to the subscription portal.

From there, you'll be able to adjust your subscription's frequency, next ship date, coffee type, shipping address, billing details, or to cancel your subscription.

Note, if you do not have an account, you can create one using the same email address you used when purchasing the subscription product. Please see "How Do I Log Into My Account" for details.

Can I buy a subscription for someone else?

You can absolutely gift a coffee subscription to someone else! Head on over to our Gift Subscription page, select the coffee type, frequency, and duration you want, and continue to the checkout. Make sure that you input the contact info and address for the recipient when asked for the shipping details. This will ensure that the gift coffee subscription arrives at the right address each month!

Can I pause my subscription?

While you cannot pause your subscription, you can move the next charge date to a time in the future from within your Customer Account Portal.

After logging into your account, click "Manage Subscriptions" on the right-hand side of the page. The next screen is the Subscription Portal. From here, you can access current subscriptions, see purchase history, and update addresses and/or billing information.

Within Active Subscriptions, click "Edit" to access the Subscription Detail Page. From there, adjustments can be made to next ship date, frequency, product, or to skip or cancel your subscription. You can also add a product to an upcoming shipment or add a new subscription.

How can I cancel my subscription?

Easy! While we hope you don't—know that you can easily skip a shipment or edit a subscription's upcoming date—the process is simple.

From your account page, click "Manage Subscriptions." Within the Subscription Portal, click "Edit" on each Active Subscription. At the bottom of the next page, click "cancel subscription."

Can I change the date of an upcoming subscription order?

You certainly can! From within your account, click "Manage Subscriptions." From the subscription portal, click "edit" for each of your Active Subscriptions. On the Edit page, click on "Next Charge Date" to change your next shipment.

Ensure you make this change for each of your Active Subscriptions. Note that if you have multiple subscriptions and you select different "charge dates," this may affect shipping charges for future orders.

Can I edit the product in my current subscription?

Of course! From your Subscription Portal page, click "edit" on the Active subscription you'd like to edit. On the next page, you can change the subscription's product by clicking "Product." You may also add a one-time product to your next order from the menu on the right side of the page.

Can I edit the quantity of products in my current subscription?

You can! From your Subscription Portal, click "Edit" on your Active subscription. On the next page, click "Product" and adjust the quantity. Click save and you're all set!

Can I change the frequency for my current subscription?

You can! From your Subscription Portal, simply click "Edit" on your Active Subscriptions. On the next page, click on "Delivery Schedule" to adjust. You can choose every 1 week, 2 weeks, 3 weeks, or 4 weeks. If you have multiple subscriptions, ensure you go through this process for each!

Can I cancel or edit my order?

You can...sort of. Because our turnaround time is fairly quick, orders can be edited or canceled before the next 6am (Pacific Time) on business days. That's confusing, so for clarity: An order placed on Friday at 12pm can be edited/canceled at any time before Monday at 6am; an order placed on Monday at 5am can be edited/canceled until 6am that day (1 hour window).

To access this feature, please log in to your account and find the "Edit" and "Cancel" columns in your Recent Order history table.

Note, subscription orders cannot be edited/canceled in this manner--you can manage/cancel your subscription from your Subscription Portal.

Also note that orders placed between 6am and 10am on weekdays cannot be modified as we are in the process of fulfilling orders during that time. If you need help with an order placed during this time, please Contact Us.

Where is my order receipt?

Order receipts are sent to the email address or the phone number you provided at the time you placed the order. If you don't see it there, you may need to check your spam folder. If you still can't find it, please Contact Us.

I entered the wrong billing address

No worries! If you received an order confirmation email or text that means your credit card transaction went through and your coffee order is being processed. No further action is necessary.

I entered the wrong shipping address

Please fill out our contact form or call 503.719.6605 and select the prompt for "website questions." Please provide the updated address and your order number and we'll get that fixed for you. Note, orders are processed daily, so time is of the essence in letting us know!

My discount code is not applying to my order

There are a few reasons your discount code may not be working. Only one discount is valid per order, so if you have a discount already applied, your second code will not apply. Note that any "free x product with $y purchase" is a discount, so you'll need to choose between your free gift and the discount code you have.

Other reasons may be that the products in your cart are not valid with the code or the total is under the threshold (note that order totals must be over the threshold before any shipping costs have been applied). Lastly, the discount code may be expired.

If you're still having issues, don't hesitate to Contact Us. Please note the discount code you're attempting to use, the items and total in your cart, and the error message received.

Can I add a gift note?

Unfortunately, we cannot incorporate gift notes through the website at this time. If you'd like a gift note added to your order's packing slip, please Contact Us prior to placing the order.

Do you offer gift cards?

We do offer gift cards! You can purchase a gift card exclusively for purchases made at www.nossacoffee.com here or purchase a gift card for our cafe locations here! Don't want to gift a cafe gift card via email? Head into any of our Nossa Familia locations to pick up a physical gift card today!

Where does your coffee come from?

We work directly with family-owned and other small-holder farmers in Brazil, Guatemala, Nicaragua, Peru, and Ethiopia. Head over to Our Farms page for more information on a few of our farm partners and their business practices!

Where can I learn more about your Farmers/Farm Direct program?

Nossa Familia is proud of our commitment to a farm-direct coffee trade model, working directly wherever possible with small-holder and family-owned farms that share in our social and environmental values and quality expectations. Check out Our Farms page to learn more about the farms we source from in Brazil, Guatemala, Nicaragua, Peru, and Ethiopia.

Where can I buy your cold brew/iced coffee?

We sell iced coffee bottles at our Portland cafes, Voodoo Doughnut stores, and at several Portland grocery stores—Zupan's, Market of Choice, and Alberta Co-op. If you're interested in your local store carrying our iced coffee, we'd be thrilled if you made the request with that business!

My coffee says it has chocolate/nuts/fruit in it--does it?

Have no fear, your coffee only contains...coffee. No flavoring or other ingredients are added to any of our roasted coffees. Those descriptors are referring to what flavors you may experience from the coffee itself. Just as a wine may say it has notes of "strawberry" or "plum" (when, of course, it's just grapes!), coffee can exhibit complexity of flavor in the same way.

Do you offer low acid coffees?

Yes, we do! Our Brazil coffees—Ernesto's, Teodoro's, Mathilde's, Delicia, and Decaf—are all relatively low-acid. You can filter for coffees by acidity by clicking "filter" and scrolling to "Acidity" in the filter selection screen.

Is your coffee organic certified?

Nossa Familia Coffee is a certified-organic roaster through Oregon Tilth. Our Certified Organic coffees are Augusta's Organic Breakfast, a medium roast coffee that showcases bright and fruity qualities, and Camila's Organic, a medium-dark roast coffee that features deep chocolatey notes.

Is your coffee fair trade?

Nossa Familia Coffee does not actively seek Fair Trade Certified coffees. You can read about our sourcing practices, why Fair Trade Certification is not a consideration for us, and access other resources on the subject here, here, and here. That said, there is no downside to a Fair Trade Certified coffee and we currently source one: Cooperativa Agraria de Servicios Multiples, ”Union Y Fe,” from Peru. For half the year, our Certified Organic roasts use this Peruvian coffee.

Is your coffee shade grown?

The Smithsonian's Bird Friendly Certification is the only designation that explicitly defines "shade grown coffee." Nossa Familia Coffee does not currently source any coffees that are certified by the Smithsonian as Bird Friendly. That said, many of our partner farms in Central America interplant trees with their coffee plants to provide shade for their coffee plants or as part of a polyculture.

My coffee is bitter / sour

Bitterness and sourness can be caused by a variety of brewing factors. The ratio of water to coffee can have a substantial impact on the quality of your cup — using a 16:1 water to coffee ratio will generally serve you well. Detailed brew guides can be found here.

Grind particulate size should also be considered if you are grinding beans at home. If a coffee is sour or salty, consider a finer grind; if a coffee is bitter or roasty, use a coarser grind.

In the end, your satisfaction is what's important to us. If you are dissatisfied with your coffee purchase for any reason, we will exchange, replace, or refund the order. Please send a note by filling out our contact form.

How long until my coffee goes bad?

In short, coffee does not "go bad." Many coffees you'll find sold at grocery stores will be stamped with "best by" dates which are 12 to 18 months after the roast date! And even beyond that, coffee will not pose any health concern. Coffee does age, however, which results in the flavors present in the coffee to become more muted over time. There can be some variation from coffee to coffee, but we generally believe that it should be consumed within one month of roast (for Nossa Familia Coffee, the date you'll find on the bottom of the bag is the coffee's roast date). Note that a coffee can be too fresh! Wait at least 5 days from the roast date before brewing to avoid overly-"roasty" flavors.

Can I get my coffee ground for a specific device?

We offer drip and French press grind options for all coffees except our Microlot series. Our drip option works for many brewing devices, including traditional auto-drip coffee makers, Chemex, Hario V60, Kalitta, Aeropress, and others. Our French press option works for any French press or other immersion brewer or for cold brewing. Unfortunately, we do not offer an espresso grind option, as a one-size-fits-all espresso grind is not achievable!

Can I use your coffee in my Keurig machine?

We do not sell pods or K-cups at this time. If you have a reusable pod or K-cup filter, however, you can use our ground coffee following the manufacturer's instructions! You can find reusable K-Cups here or simply search for "Reusable [pod/filter/manufacturer]".

Why do you not offer ground coffee for certain coffees?

We don't offer ground coffee for our single-origin Microlots because these coffees are lighter-roasted to showcase their complex flavor profiles. They're often fruity, bright, "floral," and citrusy, flavors that are easily muted when not enjoyed freshly ground. While these coffees can certainly still be enjoyed if pre-ground, we believe their value is in experiencing those delicate characteristics, which are best experienced when grinding coffee within just 15 minutes of brewing.

I received my order packed with trash--what gives?

We aim to reduce our use of new packaging materials whenever possible. As a result, a package you receive from us may be filled with label backing from our production materials, or air pillows or packing peanuts (made from cornstarch) from supplies shipped to our warehouse. You can find more information on these efforts in our Sustainability Report.

Are your bags recyclable/compostable?

Unfortunately, none of our bags are recyclable or compostable with Portland's municipal service (check with your local hauler to see if your rules differ; note that our paper bags are plastic lined).

Our 12 oz and 2 lb "Biotre" bags (look for the "Biotre" logo to ensure you have the correct bag) are biodegradable and will break down in a home compost environment. To do this, simply remove and discard the tin tie at the top of the bag (it can be easily ripped off) and compost the bag with your other food scraps. Our supplier recorded a test experiment of this process. Videos for Day 1, day 37, and day 101 are on YouTube. To learn more about the material these bags are made of, please visit our supplier website.

How fresh is the coffee I'll receive?

Our goal is to roast all coffee to order. When you place an order on our website, the coffee you'll receive will typically be roasted within one day of packaging and shipping. If this is not possible for us, you may receive coffee roasted up to four days before packaging and shipping.

When will coffee from [origin] be available?

Our single-origin Microlots are sourced from many different countries: Guatemala, Ethiopia, Brazil, Peru, and Nicaragua.

The harvest cycle will vary based on country. Our Central American coffees are mostly harvested between January and April, our South American coffees are mostly harvested between June through November, and our African coffees are mostly harvested between November and January.

Once a coffee is harvested, it needs to be processed, dried, packaged, and shipped, all of which takes several months before arriving at Nossa Familia Coffee! Once it's arrived, the coffees need to be examined, tasted, and profiled before release. Again, this takes time.

In short, most of our Central American Microlots will release around September each year; most South American Microlots will release around March; most African Microlots will release around January.

If you have a specific coffee you're looking for more information on, please Contact Us!

Do you offer an espresso roast?

All of our roasts can shine as an espresso, so don't limit yourself! With that in mind, we use Full Cycle as our main espresso option at all of our cafes—it will be great as a straight espresso but also hold up in milk-based drinks. If you enjoy a more "traditional" espresso profile, we recommend Teodoro's Italian Roast as a nutty and chocolatey option which will also hold up well in milk-based drinks.

Do you offer free shipping?

With every online purchase of $35 or more, we offer free shipping throughout the United States. During checkout, you can also opt for a free local pickup from our warehouse at 3530 NW St Helens Road in Portland.

Don't want to wait? Just hop on into any of our Nossa Familia cafes in Portland to grab a bag of your favorite coffee!

My order qualifies for free shipping, but it's still charging me

You'll want to ensure your order total is above the free shipping threshold after any discounts have been applied—in other words, the net total must be above the threshold. Another reason for this issue may be that you've selected a specific shipping carrier or service; note that only the USPS/UPS Best Value option is free as advertised (UPS Ground will ship free at $80).

I need my order shipped by a specific carrier

We offer shipping through UPS and the US Postal Service. You can select the carrier and service during the checkout process. Note that if you select our "Best Value" shipping, the service and/or carrier will be selected by Nossa Familia Coffee. If you need a specific service or carrier, please do not select the "Best Value" option.

I need my order expedited, can you do that?

Orders shipped USPS/UPS will either ship UPS Ground, USPS First Class, or USPS Priority. Transit times will vary based on destination, but maximum expected transit times from Portland, OR are 5 days, 4 days, and 3 days, respectively. If you are looking for specific services or more expedited services, we make those available (3-day, 2nd-day air, and next-day air) at checkout.

When can I expect my order to arrive?

We cannot make guarantees for order turnaround time nor shipment transit time. That said, orders will typically ship within 2 business days of order.

Transit time varies by destination and service/carrier. If you are local to Portland, your coffee will generally arrive one day after shipping regardless of carrier/service selected.

For orders shipped elsewhere, your coffee is expected to take 2-3 days if shipped USPS Priority, 2-4 days if shipped USPS First Class, and 2-6 days if shipped UPS Ground. These times are estimates from the carriers and not guaranteed. If you require expedited transit (UPS 3 Day Select, 2nd Day Air, or Next Day Air), those selections can be made during the checkout process.

Where is my tracking number located

Your tracking number can be found in your shipping confirmation email or text message. Note: USPS First Class shipping does not always include tracking service. If you have not received this email, it's likely that your order has not yet shipped.

My order says it was delivered, but I have not received it

Shoot! Do a thorough search in/around your mailbox. If you have a mailroom, check the "package" box. If you live somewhere with one of those multi-house mailboxes, check for a key in your box for the "package" box. Check to see if your mailperson was trying to be nice and hid your package in some bushes near your porch (seriously!). If you still have no luck, please Contact Us and we'll get you sorted, no worries!

Do you ship internationally?

We would love to share our coffee all over the world! Unfortunately, the shipping costs to ship internationally are exorbitant, so it wouldn't make sense. If you'd like roaster suggestions in your country, please Contact Us to see if we have any suggestions!

Where is Nossa Familia Coffee located?

Nossa Familia Coffee has cafes in Portland's Pearl District, near Ladds Addition, and on SE 3rd and Clay. We also have a cafe in Los Angeles, downtown in the historic CalEdison Building.

If you're looking for our roastery/warehouse, you can find us off NW Saint Helens Road in Portland, OR.

Check out the individual location pages linked above for more details on hours of operation, addresses, and contact information.

Are you hiring?

We are always on the search for incredible people with a passion for coffee, sustainability, and building relationships to join our familia! Please check out employment opportunities on our Career page.

I want to order your coffee for my workplace. How can we make that happen?

Awesome! Please fill out our Wholesale Contact Form to explore options and get the ball rolling.

I want to start a wholesale relationship with you. How can we make that happen?

Awesome! Please fill out our Wholesale Contact Form to explore options and get the ball rolling.

What is B-Corp and why is Nossa Familia a member?

Nossa Familia Coffee is proud to be Oregon's first Certified B Corporation. Certified B Corporations are leaders of a global movement of people using business as a force for good. They meet the highest standards of overall social and environmental performance, transparency and accountability and aspire to use the power of business to solve social and environmental problems.

We became a B Corp for many reasons, but chiefly among them were to have a framework to better fulfill our Purpose, to have a lens through which we can seek constant improvement, and to have an organization we can point to for communicating that our efforts in social and environmental responsibility have been verified.

You can read more about B Corp on our website and at BCorporation.net. You can read more about our efforts related to B Corp and social and environmental good in our Sustainability Reports.

My order is a gift—can you not include pricing or payment information in the package?

Not to worry, by default, the only piece of order information included in the shipment is a packing slip. This includes the item(s), item quantity, order number, shipping name and address, and buyer name. No pricing or payment information will be included.

My gift card isn't working or didn't work at the cafe

We use two separate, incompatible systems between our cafes and this website, so sadly the gift cards are not compatible between the two platforms. Not to worry, though, we can always swap the balance (or part of the balance) to allow you to use it where it works best for you! Simply Contact Us and include your name, the gift card number, and the balance you'd like for each (e.g. "My gift card code is xyz with a $30 balance; I'd like $10 good for the cafes and $20 for the website.").