Frequently Asked Questions


What are coffee subscriptions?

Like any other subscription, a SEY Subscription delivers freshly roasted coffee to your mailbox every month—automatically.

Our subscriptions feature a curated selection of seasonal coffees, including pre-releases and subscriber exclusive lots. Learn more about SEY subscriptions here.

How does SEY subscriptions work?

Your first order is processed immediately upon sign up, during which you can select any number of retail, bulk, or decaf bags to be shipped with each order. Ensuing orders are processed every 28 days. You can always make changes to your upcoming orders from your account.

If I subscribe to multiple bags will I get different coffees?

We guarantee six unique coffees with each shipment. Subscribers who opt for 6+ bags will get duplicates.

Can I change the details of my subscription?

You can easily change your delivery address, the quantity of retail boxes and 2lb bags, and payment information from your account portal.

When will my subscription start?

Your first subscription order is processed immediately upon sign up, and will be shipped within one week of your order confirmation.

Can I subscribe to decaf?

Yes, you can subscriber to any number of decaf retail boxes and up to four decaf bulk bags. If you did not make this selection at sign up, you can adjust your upcoming orders in your account portal.

Can I request specific coffee?

Our subscription program is based on trust, and we are unable to accommodate requests to feature or withhold certain types of coffees. We are proud to offer each unique coffee we work with and are confident you’ll find them all worth exploring.

For customers who want full control over the selection process, we recommend ordering directly from our website.

Can I add coffees to my subscription order?

Yes! If you see a coffee on our website that you would like to have included with your subscription shipment, you may purchase it separately and apply the code ADDON at checkout. This will waive the shipping fee for that order, and the contents will be shipped with your next subscription order. Coffees purchased using this code are roasted as they are ordered and thus may arrive rested.

Note that this coffee will be in addition to the number of bags you are subscribed to. We cannot guarantee that the coffee you ordered will not be featured in your subscription.

Can I skip an upcoming shipment?

If you need to skip your upcoming shipment for any reason, you may so do from your account portal.

When will I be charged?

You will be charged immediately upon sign-up. Future orders will automatically charge on a 28-day cycle when ensuing shipments process.

When will my order ship?

We roast all coffee to order Monday-Wednesday, and ship orders within one week of their roast date.

Do you charge shipping on subscription orders?

Domestic subscriptions always ship free. International orders do incur shipping charges that are inclusive of import duties and taxes.

What about customs and/or VAT?

All of our packages are sent DDP, which means customs declaration, duties & taxes are included in the price reflected at checkout.

Each country has different regulations, but we rarely experience customs delays. We encourage you to familiarize yourself with your local regulations to be sure you can receive coffee in your country.

Can I prepay for my subscription?

Yes! There is an option to sign up for 6 and 12-shipment prepaid subscriptions.

Please note that doing so locks you into the number of bags selected at checkout.

International prepaid subscriptions are charged the total cost of shipping for the duration of the subscription at checkout.

Will my pre-paid subscription renew automatically?

Prepaid subscriptions are set to automatically renew by default. If you do not wish to have your subscription renew upon completion, you can turn this off from your account portal.

Can I gift a subscription?

Yes! 6 and 12-volume prepaid subscriptions can be purchased as gifts. Simply checkout per usual and email us at with the email subject “gift subscription transfer” to transfer ownership of the subscription to the recipient.

Can I cancel my subscription?

You can easily cancel your subscription from your account portal at any time.

Prepaid subscriptions that are canceled early are refunded at the standard subscription rate. The discount applied to prepaid subscriptions is based on the subscription running its full term.

If you’re unhappy with your subscription, we’d love to hear from you before you cancel. Please reach out to and let us know about your experience.

Can I pick up my subscription from the roastery?

If you’re local to our roastery you can use code CAFEPICKUP when signing up for your subscription. Please note that this will be in effect for all subscription installments.


When do you ship online orders?

We ship orders Monday through Wednesday. When your order ships is dependent on our roasting schedule.

Can I modify or cancel my order after placing it?

Due to the size of our team and the volume of orders we process, once an order has been placed, it cannot be modified or canceled.

You sent me the wrong coffee!

We’re truly sorry to hear that. While we work hard to ensure orders are packed properly, mistakes happen. Please reach out to us at and we’ll make it right!

My order arrived damaged.

We’re sorry to hear that! Please reach out to us at with the subject line “Error in Order [order number]” and we’ll work with you to make things right.

My order was marked as delivered, but never arrived.

Sometimes delivery carriers mark parcels delivered ahead of their actual drop off. If your order has not arrived within 24 hours of being marked delivered, we recommend contacting the service provider (UPS, USPS, etc.) to file a missing package report.

Where is my order confirmation?

Order confirmations are automatically generated upon purchase. We recommend checking your spam folder if you are not seeing one in your inbox. If it has been 24 hours since placing your order, feel free to reach out to us at so we can make sure your order is being processed.

My order was marked as shipped, but hasn’t moved.

Tracking numbers are automatically generated for all orders as soon we begin processing them. It may be 2-3 business days after this before your order actually ships.

If your order hasn’t moved in 7 days, please contact us at so we can look into this.

What shipping carriers do you use?

Domestic orders are shipped via USPS. International orders are shipped via UPS.

Do you ship internationally?

We ship anywhere you can ship coffee to!

How do I track my order?

Once we begin processing your order, a shipping confirmation will be sent out with tracking information. Please note, it may be 2-3 business days after this confirmation before your order leaves our roastery.

When can I expect to receive my order?

Most domestic orders are delivered within 2-3 days of dispatch, and most international orders within 7-10 days of dispatch.

What forms of payment do you accept?

You can purchase coffee on our website via Apple Pay, PayPal, Google Pay, or credit card.

Subscriptions cannot be purchased with PayPal due to recurring charges.

Do you accept returns or exchanges?

We do not accept returns or exchanges. If you’re unhappy with the coffee you received and believe there is a defect, you can contact us at and we’ll work with you to find a resolution.

Do you sell ground coffee?

We only sell whole-bean coffee as we are committed to providing you with the highest quality coffee.

Do you offer online gift cards?

At this time, we do not offer gift cards that can be redeemed online. Gift cards for our Brooklyn cafe can be purchased by contacting the cafe directly.


Where is your cafe located?

Our roastery cafe is located at 18 Grattan Street in the Bushwick neighborhood of Brooklyn, NY.

What hours is the cafe open?

We are open from 7:00 am to 5:00 pm during the week, and from 8:00 am to 5:00 pm on the weekends.

Is your cafe work/laptop friendly?

We have designated laptop-friendly and laptop-free seating during the weekdays. These seats are first come first served—please be mindful of others.

We do not allow laptop use on the weekends.

Can I purchase gift cards for/at the cafe?

Yes! We offer physical gift cards, available in any denomination, for use at the cafe.

Do you offer roastery tours?

At this time, we are not able to offer private tours of our roastery.

Do you offer public tastings/cuppings?

At this time, we are not holding public cuppings. This is something we’re working to bring back. Subscribe to our newsletter and follow us on Instagram for the latest updates.

Is your full retail menu available at the cafe?

We always feature a wide array of fresh coffees at our cafe, but the selection is not always in sync with what is available online. Retail boxes at the cafe are rested for 14 days before they’re made available for purchase, while retail boxes sold online are roasted to order and shipped the same week.

Can I pickup an online order at the cafe?

Yes! If you use the code CAFEPICKUP at checkout, we’ll hold your order for you. You will receive an email once your order is ready for pickup.

Coffee Brewing

When do you roast?

We roast coffee to order Monday-Wednesday.

How do you roast?

We are proud to roast on a 35kg Loring Kestrel machine. We roast lightly to preserve the natural flavors inherent in the coffees we source.

I’ve heard of resting coffee. What does this mean and should I do it?

Carbon dioxide is a byproduct of roasting that can interfere with the brewing process, imparting bitter flavors and blunting complexity. This gas naturally dissipates over time, and resting refers to allowing this process to progress to an ideal level. We recommend letting our coffees rest for at least 14 days before brewing for best results.

How many cups of coffee can I make with one 250g box?

This depends on your batch size. One 250g box will make approximately 12.5 8oz cups of coffee.

What kind of grinder do you recommend?

The grinder you use is the most critical piece of gear selection as it can severely limit or maximize the extraction potential of your brewed coffee. While a high end flat burr grinder is a significant financial investment, it is one that will pay dividends in your brewing, and with good care and maintenance last many years. We suggest the following models due to their burr sets, adjustability, and proven track record of performance:

What kind of brewer do you recommend?

For manual brewing we recommend models such as the Hario V60 02, CAFEC Flower 2-4 Cup, and Origami M for recipes calling for 20-25g of coffee. Models such as the Hario V60 01, Cafec Flower 1 Cup, Origami S, or Kōno are appropriate for recipes using less than 20g of coffee. For flat bottom brewers, we recommend the Kalita Wave ceramic, or the Orea.

What sort of water do you recommend?

It is important to use fresh, clean, and soft water when brewing coffee. The total hardness should be between 40-120ppm and feature bicarbonate, calcium, and magnesium. If you are unsure of your water composition and unable to test it, commercial options like Third Wave Water are available. If you choose this route, we recommend double diluting, using 2 gallons of distilled water per mineral packet.

Do I need a scale?

An accurate and responsive gram scale allows for consistent and precise brewing. We recommend models like the Acaia Lunar, as they feature a built in timer, are USB rechargeable, and robust.

My coffee tastes defective/bad/off

We stand behind every coffee we share. If you’re experiencing off flavors, or think the coffee you have received isn’t up to our standards, please email us at with details about your experience. Be sure to include the roast date, brew date, and how the coffee was prepared as well as your experience with the result.

Do I need a special kettle?

Swan neck kettles allow for easy controlled water pouring during the brewing process, which limits unwanted agitation. Models like the Fellow Stagg EKG allow for precise water temperature heating, eliminating the need to preheat water.

How should I store my coffee?

Roasted coffee should be stored in air and light tight containers in moderate climates. The bags our coffee comes in feature a resealable zipper and one way valve to allow for off gassing without oxidation. If you prefer an aftermarket option, the Fellow Atmos storage canisters are good options.

How do I learn about new coffee releases?

The best way to stay up-to-date with our current offerings is via our website, which shows our menu of available coffees. Additionally, you can sign up for our email list to receive release announcements for premiere coffee launches.

Coffee Sourcing

Is your coffee sustainably sourced?

We started Sey with the goal of pursuing ever-increasing standards of quality, and unwavering commitment to economic transparency, social responsibility, and environmental sustainability. Every coffee we source is done so with scrutiny and in a way that mutually benefits all stakeholders, from the producers, to the exporters, importers and end consumers. To this end, we publish transparent pricing information for each coffee at each transaction stage.

Is your coffee organic?

The process and politics of organic certification is complicated in coffee producing regions. We are committed to working with producers that work their land in environmentally sustainable ways that not only result in beautiful coffees, but also healthy, regenerative agriculture.

Is your coffee Fair Trade?

The price we pay for our coffees, published in detail for each coffee, far exceeds the minimum threshold for Fair Trade certification. To that end, we do not pursue certification.

The coffee I liked is no longer available, why is that?

Coffee is a seasonal crop, meaning that it is only being harvested at certain times in certain parts of the world. We are committed to only working with fresh, in-season coffees, so our menu changes throughout the year, often on a weekly basis. We urge you to embrace the vibrancy of all of the coffees we share, with each season presenting its own gifts.

Why don’t you offer blends?

Oftentimes, blends are composed of coffees that on their own do not present a dynamic range of flavor and complexity, so they are mixed with other coffees to create a composite profile. Blends are designed to be consistent, reliable, and in essence, defy the seasonality of coffee. We work tirelessly to source coffees that express their terroir clearly and vibrantly, showcasing the characteristics of variety, microclimate, and careful processing. We fully embrace the seasonality of all coffees, and are proud to present each offering in its own light for enjoyment.