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Club FAQ


Overview

So you’re interested in joining our exclusive Cattlemen’s Club, but you’ve got a few questions, like where do I sign up? We have a few ways to get you started.

For Our Mobile Users

If you would like to create an account, you’ll need to select the three bars on the top left of the page. Selecting these three bars will allow the tab to open.

From there, use the following steps to create your account:

  1. Locate the Create Account section of our Login page.
  2. Enter your First Name, Last Name, Email and Password.
  3. Complete the Captcha Challenge *You will need to certify that you are not a robot. If you are, well you are SOL.
  4. If you are one of us, you will receive an email from us asking you to Activate your account.
  5. Click this hyperlink and you are in.

For Our Desktop Top Users

If you would like to create an account, you can easily locate the Person Icon on the top left corner of our page. Selecting this will prompt our Login page.

From there, use the following steps to create your account:

  1. Locate the Create Account section of our Login page.
  2. Enter your First Name, Last Name, Email and Password.
  3. Complete the Captcha Challenge *You will need to certify that you are not a robot. If you are, well you are SOL.
  4. If you are one of us, you will receive an email from us asking you to Activate your account.
  5. Click this hyperlink and you are in. You are officially one of us, you’ve done it.

You’re officially one of us, you’ve done it. Now order some of our fantastic coffee.

If you've made it this far and you have still got questions, check below to see how we can help you manage your subscription.

The Manage Subscription Page can be seen by all Cattlemen’s Club customers on the account management page of our store. Only active subscriptions that are tied to each customer’s account will be visible to the customer after they have logged in with the same email that was used to purchase the subscription.

This helpful FAQ will explain in further detail all the changes that the customer can make to their active subscription, as well as steps that can be followed by a customer to make those changes.

 

Update Payment Method for an Existing Subscription

If you would like to change your payment method or your payment method has expired, you can easily update the payment method for an existing subscription on the Manage Subscription Page to reflect your new payment credentials.

For steps that a customer can follow to update their payment method, please follow these steps:

  1. From our storefront, select the Account Management Icon.
  2. Log in to the account that has the active subscription.
  3. Select Manage Subscription.
  4. Select View Details under the subscription that you would like to update the payment method for.
  5. Select Payment information.
  6. Select Edit.
  7. Enter the new payment credentials.
  8. Select Save Changes.

Once the payment credentials have been saved, the new credentials will be used on the next upcoming recurring order interval.

 

Update Shipping/Billing Information for an Existing Subscription

If you have recently moved to a different address, you may need to update the billing and/or the shipping details of your existing subscription. If the billing or shipping information is not changed, there's a strong possibility that the future recurring orders will automatically fail due to a payment error with the payment method being used.

For steps that a customer can follow to update the shipping or billing details of an existing subscription, please follow these steps:

  1. From our storefront, select the Account Management Icon.
  2. Log in to the account that has the active subscription.
  3. Select Manage Subscription.
  4. Select View Details under the subscription that you would like to update the payment method for.
  5. Select Address and shipping information.
  6. Select Edit under either Shipping Method, Shipping Address, or Billing Address.
  7. Note: If updating the Shipping Method or Shipping Address, you will be prompted to select a new shipping rate.
  8. Select Save Changes.

Once the shipping or billing details have been updated, all future recurring orders will automatically reflect this new information.

 

Pause/Resume Your Subscription

Customers may to pause and resume their recurring orders. This gives you the ability to put your subscription on hold whenever you want or need to, for as long as you need. During this time, you will not be billed or receive any orders that have not already been sent. We hope this feature will provide you with the flexibility to pause your subscription at your leisure, instead of cancelling it completely.

For steps that a customer can take to pause or resume a subscription, please follow these steps:

  1. From our storefront, select the Account Management Icon.
  2. Log in to the account that has the active subscription.
  3. Select Manage Subscription.
  4. Under "Subscription Status" for the subscription that the customer would like to pause, select Pause Subscription.
  5. Select Save Changes.

If a customer would like to resume a subscription, repeat Steps 1-3, then select Resume Subscription. 

 

Change Order Frequency for an Existing Subscription

Sometimes our active subscribers may need to change the order frequency for the active subscription on our store. A perfect example of this would be to change the order frequency from every two weeks to every week to receive more of the product.

Note: Changing the order frequency affects how often the subscription orders generate, and how often customers are charged.

For steps that a customer can follow to change the order frequency of an existing subscription, please follow these steps:

  1. From our storefront, select the Account Management Icon.
  2. Log in to the account that has the active subscription.
  3. Select Manage Subscription.
  4. Under "Order frequency", select "Change frequency".
  5. Select a new Frequency and a new Interval.
  6. Select Save Changes.

Once the order frequency has been updated, it would be best to check upcoming orders and re-do changes made to upcoming orders if need be, such as skipping future orders and re-selecting choices for your subscription.

 

Change Next Order Date for an Existing Subscription

If you would like to change your next order date, you can easily modify the next order's renewal date in the Manage Subscriptions Page. Once the next renewal date is changed, all following recurring orders will generate according to the date selected.

For steps that a customer can follow to change the next order date, please follow these steps:

  1. From our storefront, select the Account Management Icon.
  2. Log in to the account that has the active subscription.
  3. Select Manage.
  4. Under "Next Order Date", select Change date.
  5. Select the date input box and choose a new date.
  6. Select Save Changes.

Once the next date has been changed, it would be best for the customer to double check and re-do any changes that were made on future orders such as skipped orders and re-selecting choices for a Build a Box subscription

 

Add Products to an Existing Subscription

There are times when a customer may either need an additional product added to their subscription, or simply replace the existing product with a different product.

For steps on adding a new product to an existing subscription as a customer, please follow these steps:

  1. From our storefront, select the Account Management Icon.
  2. Log in to the account that has the active subscription.
  3. Navigate to a product that you would like to add to an existing subscription.
  4. Select Add to Existing Subscription.
  5. Select the existing subscription you would like to apply the product onto (if more than one active subscription exists).
  6. Select a new shipping rate.
  7. Select Add.
  8. Select Save Changes.

Note: When a new product is added to an existing subscription, the new product will share the same renewal frequency that the previous product is also using and in result, the original subscription product and the newly added product will be on the same recurring orders going forward.

 

Swap a Product for an Existing Subscription

If a customer would like to subscribe to a different variant of a product or a completely different product, customers may swap to a different product without needing to cancel and re-subscribe to a different product.

For steps that a customer can follow to swap a product on an existing subscription, please follow these steps:

  1. From our storefront, select the Account Management Icon.
  2. Log in to the account that has the active subscription.
  3. Select Manage Subscription.
  4. Select View Details under the subscription that you would like to swap a product for.
  5. Select Products in your subscription.
  6. Select Swap product.
  7. Choose Select next to the desired product you would like to swap with.
  8. Choose a new shipping rate.
  9. Select Save Changes.

After the product has been swapped out, all future orders will generate with the new product. If a customer would like a different product each order, the customer will need to repeat the same steps above before the next order is set to renew in order to have a different product on each order.

 

Cancel a Subscription

While we don’t want to see you go, If you need to cancel your existing subscription, you can do so under the Manage Subscription Page on our store.

There can be a lot of different reasons why a customer may want to cancel a subscription. The top reasons we often find that a customer may want to cancel a subscription are:

  • The product is too expensive.
  • Unhappy with the product.
  • Receiving too much of the product.
  • Rather order one-time purchases of the product rather than a recurring order.
  • Address change

Some of these cancellation reasons are not saveable for some customers and in result, a customer may need to cancel an existing subscription on our store.

For steps that a customer can follow to cancel a subscription on our store, please follow these steps:

  1. From our storefront, select the Account Management Icon.
  2. Log in to the account that has the active subscription.
  3. Select Manage Subscription.
  4. Select View Details under the subscription that needs to be cancelled.
  5. Select Cancel Subscription.
  6. Choose a cancellation reason.
  7. Select Cancel Subscription.
  8. Select Cancel Subscription again.

Once a customer cancels a subscription, there is not a way for the customer to re-activate the subscription again. If the customer would like to reconvene their subscription, they will need to re-purchase the product on subscription again.