Ordering Help & Policies

At Carmela Coffee, we want ordering to feel easy, clear, and stress-free. This page explains how online ordering works, what to do if something goes wrong, and how refunds or adjustments are handled.

​

How online ordering works

Online orders are completed through our third-party ordering partner (Toast). When you click Order Online on our website, you may be taken to Toast to choose your location, place your order, and check out. In some cases, this may open in a new browser tab or in an app.

Because checkout and payment are processed through Toast, certain parts of the ordering experience and payment handling follow Toast’s system and policies.

​

Need help ordering?

We’re happy to help.

Phone: (954) 906-5155
Email: info@carmelacoffee.com
You can also reach us through the Contact page on our website.

 

For the fastest support, please include:

• Your name and best phone number

• The store location

• Order type (pickup or delivery, if available)

• Order time and what happened

• Order confirmation or receipt (if you have it)

If you need an accessibility accommodation to place an order, please tell us. We’ll do our best to support you.

 

Order accuracy issues

If your order is missing an item, has an incorrect item, or arrived in poor condition, please contact us as soon as possible so we can make it right.

When available, please share:

• A copy of the receipt or order confirmation

• Photos of the issue (if applicable)

• The item(s) affected and any special instructions you requested

 

Cancellations and changes

Because we begin preparing orders quickly, changes or cancellations may not be possible once an order has been accepted or is in progress.

If you need to request a change or cancellation, contact us immediately by phone. We’ll do our best to help depending on timing and kitchen status.

​

Refunds and adjustments

Refunds or adjustments may be offered when appropriate, based on the situation. When possible, we may offer one of the following:

• A remake of the affected item

• A credit toward a future visit

• A partial refund or adjustment

Refunds and adjustments are typically issued to the same payment method used for the original order. Processing times can vary depending on your bank and the ordering platform.

 

Delivery notes (if available)

Delivery availability, timing, and fees vary by location and may depend on the ordering platform and delivery partner.

If a delivery issue occurs (late delivery, missing items, or driver-related concerns), please contact us first. We’ll guide you to the best resolution path.

 

Food allergies and dietary requests

Our kitchen handles common allergens, including milk, eggs, wheat, soy, peanuts, tree nuts, fish, and sesame. While we take care, cross-contact may occur in a shared kitchen.

If you have allergies or dietary restrictions, please contact us before ordering so we can recommend the best options. For more details, please visit our Allergen Notice page.

 

Menu, pricing, and availability

Menu items, ingredients, and pricing may vary by location and may change over time. Photos are for reference.

 

Questions or feedback

We love hearing from you, and we’re always working to improve.

Phone: (954) 906-5155
Email: info@carmelacoffee.com

Or reach us through the Contact page on our website.