H-E-B Cafe Ole Coffee Shop FAQs (Frequently Asked Questions)

What is the Address Book and how does it work?

• The Address Book allows you to store multiple addresses in your account.
  • Once signed-in to your account, select the Address Book tab on right.
  • Simply, select “Add Entry” to begin building your list.
• Now, enjoy the convenience of instantly changing your ship-to address during checkout.
• On the Shipping & Payment page, click the “Ship to a Different Address” tab on left.
• Select (or add a new) entry, and click “Ship to this Address & Return to Checkout”. (Please note: the new address will be saved to your account profile.)
• Recurring orders too!
• If you have an active recurring order, you can modify your billing/shipping addresses using the Address Book on the Recurring Orders management pages. Please refer to the "Cafe Ole Coffee Club - How it Works" page for more information.

• Unfortunately, only (1) one address is accepted per order. We recommend placing separate orders for each address.

• In your shopping cart, you will now have the option to set a particular order on a recurring basis (if all selected items are eligible for a recurring basis).
• If eligible, select the option, "Yes, I want to set this as a recurring order" and its frequency (in weeks) before checkout. This option is not available if you have ineligible items in your cart such as accessories or gift baskets.
• Please refer to our Cafe Ole Coffee Club page for more details.

• Regardless of the order total, Free UPS Ground shipping is included only with the 1st recurring order. On all subsequent orders, freight charges will be assessed according to our Shipping Policy.

• No need to call us! You can manage it online once you sign-in to your account.
• Click the "Recurring Orders" tab located on the upper right column of the page.(see image on right)
• Select the recurring order # from list to view.
• From there, you will see a summary of your recurring order.
• At the top of the page, select the action in its appropriate tab.
• Please refer to our Cafe Ole Coffee Club page for more information.

• After failed attempts to log-in, click the "Recover Password" button.
• Enter your valid e-mail address (the one you used for registration), and your account information will be mailed to you shortly.
• Please check your "Spam" folder and filtering options as it may not recognize our address, heb_service@rogersfamilyco.com. If this is the case, please add our email address to your address book.

• Please contact us immediately at 1-800-829-1300 and/or email us at heb_service@rogersfamilyco.com to update your information.

• The login username is the only field in an account that cannot be modified. If you would like a new username, we recommend creating a new account.
• Once logged-in, you can change your login password by selecting the Modify Profile tab on the right-hand column.

• Please use our "Search" tool, located on the upper left corner of the homepage, by entering the item number, title/name, or description of the coffee (if applicable).
• Note: some products are seasonal, temporarily unavailable, or discontinued. Please contact us immediately at 1-800-829-1300 to verify.

• If a 2-Pound bag is available, it will be available in the 2 lb. Value Size category.

• Unfortunately, the only payment method accepted for recurring orders is a credit card (Discover, American Express, Visa, or Mastercard).

• Your Loyalty Points balance is shown in your Profile.
• To find your profile, first you must log in.
• On the right side of the page under “Your Cart”, go to “Modify Profile”.
• Your available points total will appear at the top of your Profile page.
• Visit our Loyalty Points Information Page to learn more about our Loyalty Points program.

• You can redeem your points for any product in our store (including shipping and taxes in your order) at a 40 points to $1 value. So, for instance, if you have 200 points, you can apply them to $5 off your order total. (Please note that points cannot be applied toward recurring orders.)
• You can redeem your points at any time to achieve a partial discount on your order total.
• To use your points, add your items to your cart, and then click checkout. When you reach the "Payment Method" section, choose, "Pay With Points."
• The system will show you how many points you have and will prompt you for how many points you want to use. If you want to use partial points, enter that number, otherwise, enter the total amount of points you have. Remember, the ratio is 40 points to 1 dollar.
• If you use your points to pay a partial balance, you will need to pay the remainder with a credit card. The shopping cart will prompt you again for a Payment Method for the balance. The details of the breakdown will be shown in your confirmation invoice.
• Visit our Loyalty Points Information Page to learn more about our Loyalty Points program.

• Find the "Recaffeinate" button in the upper, right-hand side of our website, and click this button.
• If you're not already logged in, you will be prompted to "authenticate" (log on) with your username/password.
• Use the date range search tool to see a list of all your past orders for the specified period. The easiest is just use the "All Date" option, and click "Search."
• From the resulting order history list, click on the order number of your last order.
• Find the "Add Order to Cart" link at the top of the page, and click the button. This will place the same products from your previous order into your shopping cart.
• Check out as normal.

• After submitting an online order, please allow up to 3 business days for processing until shipment.
• UPS usually takes 3-7 business days to deliver packages from our Lincoln, California location, depending on its destination.

• We do not process international shipments online. However, we welcome your order over the phone, 1-800-829-1300 or email, heb_service@rogersfamilyco.com.

• Once an online order is submitted, it cannot be modified. We recommend placing a new order with the changes while we cancel the previous one.
• Please call our Customer Service Group immediately at 1-800-829-1300 with this concern. Our business hours are from 8am-5pm PST, Monday to Friday (except holidays).

• You are entitled to Free UPS Ground Shipping when you purchase $50 or more; orders between $30 and $49.99 will incur a discounted flat rate of $5.99 for UPS Ground Shipping (some restrictions apply). For more information, please refer to our Shipping Policy.
• We offer High $ Value Discounts coupons on the following thresholds:
  • 5% for orders $90 to $134.99
  • 10% for orders $135 to $174.99
  • 15% off for orders $175 and over
  Please refer to our High $ Value Discounts page to apply the discounts to your order.
• On top of it all, you receive one Loyalty Point for each dollar you spend at our store. See more details on Loyalty Points page.

• Unfortunately, only one coupon code can be applied per order.

• Your inbox may not recognize our email address under specific settings.
• Check your “Spam” folder as it may have been redirected there. 
  If so, consider adding our email address to your email address book which will often solve this problem.
• Our email address is heb_service@rogersfamilyco.com.