Wholesale FAQ

Couriers can sometimes experience influxes in orders that might overwhelm and skew expected shipment timeframes. If you haven’t already, sign up for updates on your package through your courier by referencing your tracking number.


Still experiencing an issue? 
We wanna stay in the loop with this! Please email us at info@onyxcoffeelab.com with your name and order number and we can work with you to find resolution on this.

We roast 6 days a week and ship out every weekday. Orders before 11am CST will be shipped out the next business day with standard shipping via FedEx.

Sometimes, our emails end up in people’s junk folders. Other times, the confirmation is sent as a text and is blocked by the phone carrier.

Why does this happen?
 When checking out using PayPal/Amazon or ShopPay they will save your phone number and the notifications are sent to you as a text message. This can be a little non-traditional and confusing with so much spam texting these days.

Once you do receive your confirmation you can check the status of your order and subscribe for email updates if this is an easier way to stay in the loop! If you have any questions about this, please feel free to please email info@onyxcoffelab.com providing us with the name on your order. We can then look up your order and provide you with that confirmation.

Please try checking with your neighbors and your postal delivery person. Also check around your normal delivery place to see if it’s been put somewhere different. Sometimes carriers will mark packages as being delivered but not actually deliver them until the next day.

Unfortunately, we do not have any additional information than what you have received. Once we hand off the package to USPS, it’s in their hands to ensure delivery.

All that being said, if you are unable to track down your package, please let us know by sending your name and order number to info@onyxcoffeelab.com with a description of the issue you’re experiencing. We want to make sure that you are happy with your purchase from us, and we’ll look into sending a replacement order.

We appreciate your business and want to make it right. Please email us at info@onyxcoffeelab.com with your name and order number and a description of the issue you’re experiencing and we will work to make it right.

We are closed on Thanksgiving Day and Christmas Day. Adjustments in hours for any other occasion or holiday will be posted on our social media and at our physical locations.

We’re human, but we wanna strive to be better and make this right for you. Please email us at info@onyxcoffeelab.com with your name and order number and a description of the issue you’re experiencing and we will send you a correct, replacement order!

All of our coffee for the cafes and for online orders are roasted to order, and we roast and ship our coffees Monday through Friday. At most, they are shipped out or delivered to our cafes within 24hrs of being roasted.

Curious about how to brew your coffee or use that new brew method? You can visit each coffee’s product page for videos of how we brewed that specific coffee on filter and espresso. These videos are found on underneath the Story section of each coffee page.

We recommend using coffee within 30 days of the labeled roast date. This isn’t to say the coffee won’t be usable after that 30th day, but we’ve found that this window gets you the tastiest results. We also don’t recommend using coffee within the first 4 days of being roasted, so it has time to settle and de-gas.

Please sign up for our newsletter HERE or give us a follow @onyxcoffeelab on instagram to stay up to date with our newest selections.
Feel like you’re missing out on those pre-orders? When we add new coffees, we post them on our instagram page and newsletter.

The Traditional to Modern Scale on our bags refers to the expected flavors in coffee. If the scale is marked more towards Traditional, you can expect flavors like nuts, dry wine, bakers chocolate, etc. With coffees marked more towards Modern, you can expect flavors like citrus, floral, fruit, etc. Typically, but not always, the more modern the coffee, the lighter we usually roast it.

The short answer is yes and no. Essentially, we meet Fair Trade requirements but we don’t have the actual certifications.
 We tend to pay 3-4x more than the Fair Trade for our coffees, meaning we go above and beyond what Fair Trade pricing is.

Once one of our bags of coffee is opened, it is good for about 30 days. Our 10 oz boxes are created to be tight and act as coffee containers. Once you open your new coffee for the first time, just roll the bag up and place it back in the box with the lid shut. This will keep your coffee tasting good.

Once you have opened the 2lb and 5lb bags, simply folding it over and clamping it shut will keep your coffee fresh. However, for optimal freshness, we recommend an airtight container for these sizes of bags.

Learn more

We find that with how we roast, lighter than most places, it doesn’t take as long for a coffee to go stale. An older coffee will usually not taste as vibrant. Oxygen is what causes coffee to degrade, so keeping your bag sealed or in an air-tight container will help to extend its shelf life!

We roast each of our coffees to bring out its best qualities, so all of our coffees are roasted a bit different from each other. But that also means, for us, our coffees are a medium-ish roast to a lighter roast.


Learn more

Our Blend Monarch is our darkest coffee and is excellent as an espresso for milk beverages. Find out more information on your specific batch of coffee HERE.

Our coffees are super versatile with multiple brew methods, so we encourage you to experiment with different coffees on different brew methods.
That said, in our cafes, we use Geometry when someone orders an espresso, and we use it in our milk-based drinks that are 6oz and under. For milk based drinks that are over 6oz, we use Monarch. For batch brew, we use Southern Weather.

Absolutely! We sell all of our online coffee as whole bean. If you're interested in having it ground, leave us a note on the product checkout page.

We are happy to return non-coffee items so long as they are in the original condition, unworn, within 30 days. Please bring your item back into the cafe with a copy of your original receipt and we can accept your return. You can also mail back the item to the following address. Please include your name, order number, and the details of why you are sending it back.

Onyx Coffee Lab

℅ Returns/Exchanges

101 E Walnut St

Rogers, Ar 72756

We do not accept coffee returns at this time. However, if there is a problem with your coffee, please email us at info@onyxcoffeelab.com so we can find out what’s happening and work to make it right.

Each of our cafes have open-air patio seating for either to-go or for-here service. There is limited outlet access on our patios and each patio offers some covered seating in case of inclement weather. We do not allow smoking within our patio seating.

As a wholesale customer you’re eligible for discounts on everything available on onyxcoffeelab.com. To create begin your wholesale journey just reach out to your local rep.

We offer classes covering a range of topics, from Drink Making to Dialing in Espresso. All classes can be found (target:blank link: https://www.eventbrite.com/o/onyx-academy-public-30843518805 text: HERE ).

Public classes are designed for coffee drinkers and home enthusiasts that want to learn more about coffee and improve their home brewing technique. Professional classes are designed for baristas, café owners/managers, and wholesale partners taught within the context of the café. For a full list of classes, click HERE. For more information, email us.

All available classes are listed, HERE, on our Eventbrite page. Find your class, select the date you would like to attend, and check out.

We love being a part of the community! Whether that be a local festival, wedding, or community gathering, we’d love to be a part of it. Email events@onyxcoffeelab.com with your name and a description of your request and we can connect to dialogue your request further.
If you'd like to gift Onyx coffee for a special event, holiday party, office giveaway, etc., we'd love to help. Reach out to wholesale@onyxcoffeelab.com with quantities and a delivery timeline.

Check out our catering options HERE.

We Cater! For small caterings (10-50ppl), talk to your friendly barista at your local cafe about what our options look like. For larger caterings, email events@onyxcoffeelab.com with your name and a description of your request and we can provide you with larger scale information and selections!

We periodically donate products to various causes. If you are interested in a donation, please email info@onyxcoffeelab.com with your name, organization, and description of your donation request and we will connect with you so we can dialogue your request further!