FAQ & Support
Have a question about your coffee order or subscription? Find quick answers to our most frequently asked questions below. If you need further assistance, please contact our support team at richmancoffeeroasterycafe@gmail.com
Subscriptions & Account Management
Can I pause, modify, or cancel my subscription?
Yes, absolutely. You have complete control over your subscription with no hidden fees or lock-in contracts. You can pause a delivery if you are traveling, change your preferred coffee profile (e.g., switching from Filter to Espresso), or cancel your plan entirely at any time.
When will my subscription coffee be shipped?
To ensure you receive your beans at peak flavor, we roast to order weekly. Subscription orders are packed and dispatched from our roastery in Rawang within 2 business days of your recurring billing confirmation date.
How does the subscription payment work?
All recurring subscription payments are processed securely through Curlec by Razorpay. Depending on the plan you select, your payment method will be automatically auto-debited either every 2 weeks or once a month. We accept all major Malaysian bank direct debits via FPX as well as Visa and Mastercardcredit/debit cards.
Shipping & Delivery
How do I track my order?
As soon as your parcel is picked up by our courier partner, you will receive an automated tracking number via email or SMS text message so you can monitor your coffee's journey step-by-step.
What happens if my package is lost during delivery?
We provide an ironclad transit guarantee. If your package is officially lost or severely damaged by the courier network during transit, we will fully cover the cost and resend a fresh batch of coffee to you immediately. All we require is simple proof or courier status confirmation of the loss to process your replacement.
What are your shipping timelines within Malaysia?
We ship across the entire country using fully tracked local courier partners:
- West Malaysia (Semenanjung): 2 to 3 business days from the date of dispatch.
- East Malaysia (Sabah & Sarawak): 5 to 7 business days from the date of dispatch.
Coffee & Freshness
Should I order whole beans or ground coffee?
We highly recommend buying Whole Beans and grinding fresh right before you brew to prevent rapid oxidation and preserve the delicate flavor characteristics of the terroir. However, if you do not own a quality burr grinder, we are happy to grind it for you—simply select your preferred grind profile (Espresso or Filter/Drip) on the product page before completing checkout.
How fresh is the coffee when it arrives?
We roast fairly light yet fully developed, printing the exact Roast Date clearly on the back of every single bag. Coffee is generally at its aromatic peak between 1 to 4 weeks from the roasting date.
Wholesale & Corporate
Do you supply coffee for offices or commercial cafes?
Yes! We believe everyone deserves access to great specialty coffee at work. We offer custom recurring office coffee plans and commercial wholesale rates for cafes. Please fill out our form on the Contact Us page or email richmancoffeeroasterycafe@gmail.com for a tailored quote.