Help
Rewards
How do I become a member?
Joining Colectivo's Rewards program is simple: Download our app (iOS or Android), register an account and start earning points with each purchase.
How do I earn points?
Rewards members earn:
•1 point for every dollar spent on prepared drinks, bags of coffee and tea
• 1/2 point on food and bakery purchases
Can I really earn double points on Tuesdays?
Yes! Colectivo Rewards members earn double points on prepared drinks, bulk coffee & tea every Tuesday (food and bakery is excluded).
How do I redeem my points?
You can redeem your points when ordering via the Colectivo App or in-person at a cafe.
Your favorites are redeemable in simple-to-understand tiers:
Points have no cash value and can be redeemed only once enough points have been earned to cover the full cost of menu items. All drink sizes are included within the appropriate redemption tier.
How do I get my birthday gift?
In order to qualify for a free bag of coffee on your birthday, you must be an activated or registered user and accrue 200 points before your next birthday. You must also enter and submit your birthday on your loyalty account dashboard. An email will be sent to the registered address to notify you that your gift is available. This gift will entitle you to a bag of bulk coffee from any participating Colectivo café.
Can I register an account over the phone?
Sure! Our customer service department would be happy to assist you. Please call (414) 273-3747 during regular business hours (M-F, 8am – 4pm) and we’ll create an account for you. Please note, you will need to need to download the Colectivo App in-order to begin earning points on your in-cafe purchases.
How do I update my email address?
If you need to update the email address that's associated with your Colectivo Rewards account, sign-in to manage your account information.
Only our digital gift cards value can be added to a Rewards account directly using the app. To add value from a physical gift card to your Rewards account, please visit your local cafe or contact: salessupport@colectivocoffee.comwith both your gift card and Rewards numbers, and we can add it for you.
App Troubleshooting
Where can I use my app?
You can use your app or card to earn or redeem points at any participating Colectivo Coffee retail location. We are sorry but cards may not be used for online orders or wholesale purchases.
I forgot my phone. Can I still earn points?
If you forget your phone when visiting one of our participating locations you can still get your points! Request a printed receipt, log in to your rewards account and enter the receipt information. Your points will then be added to your account. NOTE: Receipt transfers cannot take place until the day following a transaction and must be completed within one week. Only one receipt transfer per week is allowed.
How do you update the Colectivo app?
By default, smartphones will update apps automatically, usually when charging and connected to wifi. Some people will disable automatic app updates, and even if enabled, these automatic updates can take days or weeks for some people.In general, a phone owner can go into their phone's app store, then to the Colectivo app listing to update the Colectivo app. Alternatively, a phone owner can install all pending app updates in a couple easy steps:
iPhone manually update apps: https://support.apple.com/en-us/HT202180#manual
Android manually update apps: https://support.google.com/googleplay/answer/113412?hl=en
I'm having issues with my Colectivo App, what can I do?
Since everybody's phone is unique, no issue is ever the same. However, these steps may help fix common issues experienced within the Colectivo App:
• Update app (check for app updates in your phone's app store)
• Close app (completely exit the app), then reopen
• Empty cart, try again
• Restart your phone
• Sign out of your app account, and sign back in
• Check app permissions in your phone's settings (location required, but only to check nearby cafes)
• Uninstall/reinstall app
What permissions are required to use the Colectivo App?
The Colectivo app needs to access a phone's location to check for nearby cafes when ordering. This information is not stored or associated with a customer's Colectivo account.
If a Colectivo app user denies location permissions to the app, placing an order may not work as expected.
Location - to check nearby cafes, only used when checking nearby cafes
Push notifications - to send order status and occasional cafe or product information
When an app is installed (Colectivo app or any other), it will request permissions the first time it's used. An app user can always remove then reinstall an app to correct permission settings.
General support for iPhone
All iPhones require an Apple ID account to install apps. Most people set up this account when they get their phone, then immediately forget the password and the very existence of the account.If Apple ID account is set up as expected, the iPhone will work normally and apps will update smoothly. If an Apple ID account is signed out or disconnected, no apps can be installed or updated. To resolve this, the Apple ID account must be recovered (this can only be done by the phone's owner).
How to manually update apps:
https://support.apple.com/en-us/HT202180#manual
How to turn on automatic updates:
https://support.apple.com/en-us/HT202180#automatic
If apps won't download or update:
https://support.apple.com/en-us/HT207165
Storage full - free up space:
https://support.apple.com/en-us/HT201656
Lost apple ID pw:
https://support.apple.com/en-us/HT201487
Check location settings:
https://support.apple.com/en-us/HT203033
General support for Android
All Android phones require a Google account to install apps. Most people set up this account when they get their phone, then immediately forget the password and the very existence of the account.If a Google account is set up as expected, the Android phone will work normally and apps will update smoothly.If a Google account is signed out or disconnected, no apps can be installed or updated. TO resolve this, the Google account must be recovered (this can only be done by the phone's owner).
How to manually update apps:
https://support.google.com/googleplay/answer/113412?hl=en
How to turn on automatic updates:
https://support.google.com/googleplay/answer/113412?hl=en
If apps won't download or update:
https://support.google.com/googleplay/answer/7513003?hl=en
Storage full - free up space:
https://support.google.com/android/answer/7431795?hl=en
Lost Google account pw:
https://support.google.com/accounts/answer/41078?co=GENIE.Platform%3DAndroid&hl=en
Check location settings:
https://support.google.com/accounts/answer/3467281?hl=en
Account + ORDERS
How can I manage my subscriptions?
You can manage your subscriptions by logging into your account here or by accessing in the upper navigation menu and clicking on the Account icon.
I cannot access my account, and the password reset button isn’t working.
If you run into this, it’s possible that the online shopping account set up didn’t happen. Try clicking “sign up” instead of “forgot password” and use the email address you used to place your recurring order. This should link your recurring order with your new shopping account and allow you to make changes to your recurring order details.
Can I receive Colectivo Rewards points from my online order?
No, our Colectivo Rewards program is available for purchases in our cafes only (get the Colectivo app to start earning points today). When shopping on our webstore, enjoy great offers like free shipping for all orders over $45! Also, recurring coffee orders are automatically discounted by 10%. Recurring coffee orders can be scheduled for whatever time interval works best for you, and can modified or canceled at any time. Subscribe to our email updates (bottom of this page) to hear about our newest coffees, discount codes and more.
SHIPPING
When will my order ship?
Our coffee is roasted by hand, and orders begin shipping two business days after they are placed. Most orders ship within 4 business days, with longer lead times possible in instances of high order volume or temporary product shortages.
When will my tracking be updated?
When an order's shipping label is created, the shipment is handed off to the carrier that issued the tracking number. The carrier will provide all subsequent tracking updates, and their initial information may take one or more business days to appear.
My package was marked delivered, but I didn't see it. What should I do?
Carriers occasionally mark packages as “Delivered” before they arrive at their destination. After the scan, you should receive your package within 1 to 3 business days. Please contact your carrier if more time has passed, and reach out to us if additional assistance is needed! Be sure to check any covered areas, porches, or with neighbors before contacting the carrier.
My order arrived and it was incorrect or damaged. What should I do?
We're so sorry to hear that! Please fill out and submit the Damaged Package Claim form. If you have any questions, feel free to contact us at salessupport@colectivocoffee.com to request a refund or reshipment.
Other
Am I able to reserve a space?
Unfortunately, we do not offer any spaces to reserve for meetings, various showers, parties, etc. All space and sitting at our cafes are on a first come and first serve basis for customers.