Frequently Asked Questions

Shipping

We roast currently twice per week — on Tuesday & Friday. We ship your coffee out the next day.

  • Orders placed after Saturday 9:00 and before Tuesday 9:00 get roasted and shipped on Tuesday Afternoon.
  • Orders placed after Tuesday 9:00 and Saturday 9:00 get roasted and shipped on Saturday Afternoon.

For packages in Germany under 1 Kilogram, we use the Deutsche Post Warenpost. Packages over 1KL are shipped via DHL Germany. Shipping times vary depending on your proximity to our Berlin origin zip code: 10405.

To track the status of your shipment, click on the provided tracking number, which will redirect you to the DHL site. It may take up to 24 hours before package status information becomes available.

If you do not receive your shipment seven days after the roast and ship date or believe it is miss-delivered, returned-to-sender, missing, or stolen, don’t hesitate to contact customer support for further assistance.

Not yet. We are still working on solutions for the rest of the world.

We offer free shipping on all subscriptions and orders of 40. Shipping for one-time purchases of 3 bags or less is 2.90 plus tax.

Yes. Click on the tracking number link in the order completed email to track your shipment’s status. It will redirect you to the DHL site, where you can track your package. It may take up to 24 hours before package status information becomes available.

For packages in Germany under 1 Kilogram, we use the Deutsche Post Warenpost. Packages over 1KL are shipped via DHL Germany. Both are technically handled by DHL and both are trackable.

Payments

Absolutely. We use Stripe, an enterprise-class credit card and billing management suite, to process all one-time and recurring credit card transactions. Stripe’s advanced encryption technology maintains your credit card information never ‘touches’ our servers. All card numbers are encrypted on disk with AES-256, and BOS never has direct access to your credit card details.

Currently, we accept Visa, Mastercard, American Express, and PayPal. PayPal is our most popular payment method.

First, you’ll need to log into your account. From the dashboard, you will see a tab for orders. There you will see a button for your invoices. It looks like this:where is my invoice

 

where is my invoice

Subscriptions

You set how often and how much you want to be delivered. We take care of the rest. You can easily adjust, swap, pause and cancel anytime.

Yes. As a reminder, we will email you about your renewal two days before billing. You can easily adjust, pause and cancel any time directly from your account.

Follow these steps to pause a subscription. 

  1. Log into your account here
  2. From the account dashboard, click on the subscriptions tab.
  3. For the subscriptions page, click on the subscription you want to edit.
  4. From that subscription, click on the “Pause Subscription” button.

Follow these steps to pause a subscription. 

  1. Log into your account here
  2. From the account dashboard, click on the subscriptions tab.
  3. For the subscriptions page, click on the subscription you want to edit.
  4. From that subscription, click on the “Reactivate” button.

Follow these steps to cancel your subscription.

  1. Log into your account here
  2. From the account dashboard, click on the subscriptions tab.
  3. For the subscriptions page, click on the subscription you want to edit.
  4. From that subscription, click on the “Cancel Subscription” button.

Yes. PayPal is our most popular payment method. We also accept all major credit cards for subscriptions. Each order is billed right before it ships.

Not yet. A coffee subscription is an absurdly easy gift and supremely delightful gift to receive, so we are working on a feature to select the duration you want to give as a give.

To increase or decrease order frequency, follow these steps: 

  1. Log into your account here
  2. From the account dashboard, click on the subscriptions tab.
  3. For the subscriptions page, click on the subscription you want to edit.
  4. From that subscription, you selected page, click on the “edit subscription” button from the actions section. 
  5. On the “subscription edit” page, you can change the frequency from the Change Frequency section.

Follow these steps to increase the number of products you receive on each delivery.

  1. Log into your account here
  2. From the account dashboard, click on the subscriptions tab.
  3. For the subscriptions page, click on the subscription you want to edit.
  4. From that subscription, you selected page, click on the “edit subscription” button from the actions section. 
  5. On the “subscription edit” page, under the Products header, enter the quantity of the product you want to increase and hit enter. 

Follow these steps to remove a product from a subscription. 

  1. Log into your account here
  2. From the account dashboard, click on the subscriptions tab.
  3. For the subscriptions page, click on the subscription you want to edit.
  4. From that subscription, you selected page, click on the “edit subscription” button from the actions section. 
  5. On the “subscription edit” page, under the Products header, enter 0 next to the product you want to delete and hit enter. 

Follow these steps to update your delivery address.

  1. Log into your account here
  2. From the account dashboard, click on the subscriptions tab.
  3. For the subscriptions page, click on the subscription you want to edit.
  4. From that subscription, click on the “Change Address” button, and update the address as you need from the next page. 

To change the coffee, for example, Alexander Medium, to an Alba Dark Roast, you will need to add the roast and grind you want as a new product to an existing subscription. Then you need to delete the existing coffee you don’t want from your subscription. It’s a two-step process. Here are those two steps.

Step 1: Here is how you add to an existing subscription.

  1. Log into your account here:
  2. From the account dashboard, click on the subscriptions tab.
  3. Note the subscription number to which you want to add the new coffee.
  4. Go to the page of the coffee you want, and select the grind you want, and under Add to Cart is a section where you can add the order to an existing subscription.
  5. Scroll to the subscription # you want to add this coffee to. Now it’s time to remove the coffee you do not want in step 2.

Step 2: Here is how you delete the existing product.

  1. Log into your account here:
  2. From the account dashboard, click on the subscriptions tab.
  3. For the subscriptions page, click on the subscription you want to edit.
  4. Scroll down to Subscription totals. You will see both coffee. Remove the one you don’t want.

To change the coffee, for example, Alexander Medium, to an Alba Dark Roast, you will need to add the roast and grind you want as a new product to an existing subscription. Then you need to delete the existing coffee you don’t want from your subscription. It’s a two-step process. Here are those two steps.

Step 1: Here is how you add to an existing subscription.

  1. Log into your account here:
  2. From the account dashboard, click on the subscriptions tab.
  3. Note the subscription number to which you want to add the new coffee.
  4. Go to the page of the coffee you want, and select the grind you want, and under Add to Cart is a section where you can add the order to an existing subscription.
  5. Scroll to the subscription # you want to add this coffee to. Now it’s time to remove the coffee you do not want in step 2.

Step 2: Here is how you delete the existing product.

  1. Log into your account here:
  2. From the account dashboard, click on the subscriptions tab.
  3. For the subscriptions page, click on the subscription you want to edit.
  4. Scroll down to Subscription totals. You will see both coffee. Remove the one you don’t want.

Refund

Yes. We offer a full money-back guarantee for all purchases made on our website. If you are unsatisfied with the product you purchased from us, you can get your money back. No questions asked. You are eligible for a full reimbursement within 30 calendar days of receiving it.

Please email wuff@wuffgang.de to start the return process. Your money will be refunded to the original payment method during the purchase. Credit card payments may take 5 to 10 business days for a refund to appear on your credit card statement.

Still have a question?

Please contact us for more information.

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