FAQ's

    About 36th Parallel Coffee Roasters

    Where is our coffee roasted ?

    36th Parallel Coffee Roastery is a gourmet coffee company based out of Melbourne Australia.

    The entrepreneurs that started this company have spent over 10 years in the Specialty Coffee Industry in Australia and know coffee inside out.

    36th Parallel artisan coffee is roasted weekly in Melbourne utilizing our exclusive roasting profiles which deliver that undeniable 36P taste.

    Our roastery is located in Melbourne, Australia. We have 3 roasting plants of different sizes to roast various coffees.

    36th Parallel Coffee Roasters

    3 Dairy Drive, Coburg North, VIC 3058, AUSTRALIA

    Coffee shop locator here.

    What kind of coffee do we use ?

    Our fresh-roasted coffees are specialty-graded, fairly traded, traceable to the farm/co-op level, and eco-friendly. 

    We only use the highest quality green coffees that have unique characteristics determined by varietal, terroir, and climate.

    How often do you roast and pack ?

    All our coffee and capsules are roasted and packed fresh every week.

    Is the coffee KOSHER ?

    Yes, we have been certified by Kosher Australia.

    What cafes can i drink 36P at ?

    Click here to see the 36P family.

    Our DECAF

    How is your decaf coffee decaffeinated ?

    Our 36P DECAF is decaffeinated using natural Mountain Water without the use of any harsh chemicals to preserve the outstanding flavour of the beans. 

    How much Caffeine is in your decaffeinated coffee ?

    Our DECAF coffee is 99.9% caffeine-free.

    Our Nespresso®* compatible coffee capsules

    Where are your capsules made ?

    At 36P we want to make sure that we deliver you the freshest coffee at the best quality.

    That is why we roast all our own coffee and pack them into our capsules at our roastery. Everything is done in house.

    How much coffee is in each pod?

    36P Nespresso®* compatible capsules coffee pods contain approximately 5.5 grams of fresh coffee in each pod.

    What is the caffeine content of a capsule?

    Depending on the coffee varieties a 36P capsule will contain between 60 and 90 mg caffeine.

    The caffeine concentration depends partly on the amount of coffee used to prepare the coffee, and the variety of green coffee used in the capsule.

    36P Compostable Nespresso® Compatible Capsules - Coffee intensity

    Check out our coffee intensity chart for capsules here.

    How long can I store my 36P coffee capsules?

    Our coffee capsules have a shelf life of 18 months.

    We roast and pack within 24 hours. The capsules we use are airtight and packaged with nitrogen flushing to keep the capsules fresh.

    How long do our 36P capsules take to extract?

    36P capsules are designed to take between 10 to 15 seconds for optimal extraction.

    Are our 36P Capsules compatible with my Nespresso®* machine ?

    Our coffee capsules have been specifically designed for use with the Nespresso® system so it will not damage your machine. The capsules are made of a flexible yielding material that won't melt in your machine during the extraction process.

    Check out the list of machines we have tested here.

    What happens if the 36P capsule does not work in my Nespresso®* machine?

    Our pods have been tested on all Nespresso® compatible machines and we are 100% confident that they will also work in yours.

    If you experience any issues at all, we recommend to stop using the pods and reach out to us,

    Is maintaining my machine important?

    Please descale your machine at least once a month.

    Sometimes the pods get stuck in the machine after I've used them.

    Our capsules are made from biodegradable material, they may expand when they heat up.

    This won't damage your machine but may cause the capsule to get stuck in the chamber.

    Gently push it out with your finger or use a fork until it falls out.

    You can also just run some more water through by pushing the button which should create enough pressure to release the capsule.

    This is a small price to pay to save the environment.

    My machines seems difficult to close, is this normal ?

    Yes, this is quite normal.

    Our capsules are made from a biodegradable material that is slightly thicker than aluminum capsules.

    Are your capsules biodegradable or compostable?

    Yes! Our coffee capsules are made from plant-based materials which are fully biodegradable and compostable!

    Through the use of our biodegradable seal paper, the 36P biocapsule is completely free from aluminium!

    This ensures that the biocapsules require no further outer packaging.

    Can I put the used capsule in my home compost?

    Composting takes time and geat so it is possible to dispose of our pods in your home compost however the time it will take the pods to breakdown will vary depending on the conditions of your compost.  

    In commercial composting, our pods will breakdown in around 90 days.  

    FOGO - We recommend also checking with your local council to see if they will accept the pods along with food scraps in your green waste bin.

    How do I make different coffees ?

    Our capsules & specialty coffee deliver a classic espresso shot.

    It is advisable to extract a 25ml shot of coffee.

    For milk coffees we recommend the following :

    Piccolo latte: start with one capsule at 25 ml coffee and add 120 ml of milk.

    Latte: use 2 capsules for 50 ml coffee then add 210 ml of milk.

    For larger coffees and more milk, you may need to use 3 capsules.

    How do I make a long black coffee?

    There are 2 options, you can program your Lungo button on your machine to extract additional water up to 120 ml. This will change the intensity and the taste profile of the capsule.

    We recommend the coffee shop method of running a normal shot of coffee and topping up with hot water. For stringer long blacks use 2 capsules which will yield 50 ml coffee, poured on top of 180 ml of hot water.

    My coffee takes a long time to pour. Is that normal?

    Yes, that is completely normal. Our pods do extract slower than Nespresso®* pods. We aim to create authentic espresso characteristics. Extraction time can be up to 20 seconds depending on variant & extraction volume.

    I occasionally have coffee grinds in the cup. Why is this?

    Our coffee is very finely ground. Occasionally a few of the very finest particles of coffee may get past the filter plate and extract along with the coffee into the cup.

    Programming the volume of coffee

    Press and hold the espresso button.

    Keep doing this until you’re happy with the amount of coffee in your cup.

    Our Single Origin and Specialty Coffee

    What grade of coffee do we use ?

    All our specialty coffees are free of defects and have a distinctive character in the cup, with a score of 80 or above when graded according to SCAA Standards.

    Why are singles roasted so lightly ?

    By lightly roasting the coffee we maintain the characteristics of the bean as defined by the varietal, terroir, and climate.  

    We slowly develop the bean and bring it to a gentle drop just after “first crack”.

    This allows us to maximize the natural flavors of these high-quality beans.

    The perfect roast profile for quality single origins.

    Payment

    What payment methods do you accept?

    We accept the following credit cards: MasterCard, Visa and American Express 

    We also accept payment by PayPal.

    Where is my refund?

    We aim to process refunds within three days of an item being returned to us. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after posting the item back to us before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed.

    Ordering and delivery

    Can I place an order without creating an account?

    Yes.

    You can place an order as a guest with no obligation to create an account.

    We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account.

    Just visit https://www.36parallelcoffee.com.au/register and follow the instructions on-screen.

    Where is my order confirmation?

    This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at sales@36parallelcoffee.com.au/ just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

    Why has my order been canceled?

    We typically only cancel orders if there’s a problem with stock, or if you’ve asked us to cancel. Please accept our apologies if your order is canceled because of a problem at our end. We’ll always offer an alternative product and process your refund in full, as quickly as possible.

    How do I cancel my order?

    There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via sales@36parallelcoffee.com.au we may be able to cancel your order before it’s processed. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.

    Can I alter my order?

    Sadly, we’re unable to modify your order once we’ve started processing it. If you need to order a greater quantity or an additional product, please place a new order online.

    When will my order arrive?

    ESTIMATED DELIVERY TIMES.

    COVID-19 - There may be delays in the Australian Post service so please be patient.

    Parcel Post VICTORIA:

    • Metro - up to 2 business days
    • Country - up to 5 business days

    Other States

    • Metro - up to 3-6 business days, depending on lodgement and destination points
    • Country - Please ask at your local Post Office

    Express Post parcels

    Next business day delivery Service operates between all capital cities (except Darwin and in Perth CBD only) and some major centres.

    Outside metropolitan areas guaranteed service is to and from townships only. 

    If your item is for an address outside the Express Post network, we'll use the fastest possible transport links, but it won't be covered by our Next Day Guarantee.

    What countries do you ship to?

    We only ship in Australia.

    How much is shipping?

    We have flat rate shipping with Free shipping for orders over a certain value.

    Can I track my order?

    Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online.

    Australia Post Terms

    Delivering your parcel within AUSTRALIA All our orders are dispatched via Australia Post.

    Please ensure that somebody is at your postal address to sign for your order.

    We have the authority to select the best shipping carrier for specific customer areas and we predominantly use Australia Post as our main carrier.

    If Australia Post is delivering your parcel, a signature will be requested upon delivery, however, if the customer is not home, the driver will leave a ‘calling card’ that delivery was attempted.

    You will be required to phone the number on the ‘calling card’ to arrange re-delivery or collection if possible. Please bear in mind that the ‘calling card’ is a customer courtesy to inform customers that the courier has attempted a delivery but we cannot hold any responsibility for cards that go missing and we, therefore, encourage our customers to keep following up on deliveries with their tracking provided. I

    t is, therefore, the customer's responsibility to keep an eye on their tracking and follow up with us if your order has not arrived in due time so that we can advise on the delivery status. Please note that we send customer tracking numbers via email so that customers may track the delivery status themselves.

    That is why it is so important to give us a current email address and a telephone number.

    Delivery without a signature:

    If you select to waive our requirement to collect your signature upon delivery please provide us with an Authority To Leave your parcel at your address by ticking the ATL box on check out.

    Kaffeina Group Pty Ltd does not accept responsibility for any theft of the parcel if you have provided authority to leave as this is not within our control. 

    If you have selected to waive our requirement to collect your signature upon delivery by providing your authority to leave the parcel without a signature and your parcel is lost during transit, we cannot accept responsibility to replace the item. 

    Please note that if you choose this option, there will be NO proof of delivery, NO way for us to confirm delivery of your parcel took place and NO refund option for not receiving your order.

    Incorrect Shipping Address:

    If you give us an incorrect address, there may be an additional charge from the courier service to change/redeliver to the correct address. If you have given us an ATL (Authority to leave) AND you have given us an incorrect address, NO REFUND will be available if the parcel is not received or is lost by the courier service.

    Phone Numbers are important!

    Please ensure you give us the correct phone number in case of queries. All our orders fall under the insurance conditions of the courier used to deliver your order. By ordering on this website, you accept the conditions of insurance.

    Shiping policy

    Refer Policy.

    Monthly subscription service

    When will my first order ship?

    All orders placed after 10 AM AEST are shipped next business day so your first subscription order will ship pretty much straight away!

    When will my future orders be shipped?

    Future orders will be shipped weekly/monthly or whatever frequency you selected on the same date of your original purchase.

    Can I change the blend after I've signed up?

    YES - Just log into your account and update your subscription preferences.

    How do I skip/cancel a subscription?

    Just log in to your account and in a few clicks your subscription can be paused, date changed or cancelled.

    Returns

    Can I return or exchange an item?

    You can absolutely return your item to us, within 7 days after receiving it, as long as it’s undamaged, unused, and contained in its original packaging with all tags and labels attached.

    We will issue you a store credit.

    How do I return an item?

    Please contact our customer service team via sales@36parallel.com.au.

    Providing the return is within the 7-day cancellation period and meets our return criteria, we will issue you a return note by email. You need to print this off and attach it to the packaging of the product when returning it to us. You will need to arrange and pay for suitable packaging when returning an item.

    What do I do if I lose my return note?

    We send return notes by email, so if you can locate the email we sent you, simply print off a new one. If you can’t find this email, please get in touch and ask for it to be resent to you.

    My order has arrived but it’s not as I expected. What can I do?

    In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team via sales@36parallel.com.au with the details. We’ll respond within 48 hours. If you just don’t like the product for any reason, we’ll gladly accept it back as a return, providing it’s in “as new” condition, in its original packaging with all labels attached.

    How long does it take to return an item?

    This depends on the carrier or shipping method that you choose when returning your item. Once we receive your return, we’ll notify you by email. We aim to process refunds within three days after receiving the item into our warehouse, but it can take several days for your bank or credit card provider to process the refund into your account, or onto your card.

    Australian Standards for compostability

    AS4736-2006 INCORPORATING AMDT. 1-2009

    Refer certificate.

    AS4736-2006 INCORPORATING AMDT. 1-2009

    One for one program - planting trees.

    How many trees do we plant ?

    One tree is planted for every order of coffee capsules we sell.

    Who Is One Tree Planted ?

    We are very proud to announce that we’ve partnered with One Tree Planted/@onetreeplanted! to help RESTORE WILDLIFE HABITAT in Australia. One tree is planted for every pack of coffee sold online.

    Dietary

    Does 36P NESPRESSO®* COMPATIBLE CAPSULES and coffee contain any allergens or gluten?

    36P NESPRESSO®* COMPATIBLE CAPSULES and Coffee do not contain common food allergens, including dairy, gluten, nuts, soy, and eggs.

    Other mentions (i.e., “malt”, “chocolate”) are descriptors of the aromatic profile of the coffee and do not infer their presence in the coffee or capsule.

    Are 36P coffees and capsules GMO-free?

    None of our coffees contain any GMOs.

    How many calories in a cup of coffee ?

    Coffees are very low in calories, with less than 2 calories per cup.

    Rewards (loyalty) Points and Gift vouchers

    Do you sell gift vouchers?

    Yes, we do. These are issued electronically by email and each contains a unique reference number. Our gift vouchers are ideal if you’re not sure what to get that special person in your life. Simply buy a gift voucher instead for the value of $10, $20 or $50.

    Click here.

    Reward Points conditions

    When you create an account on our website you will automatically be enrolled in our loyalty program and will earn illy loyalty beans for purchases based on the amount you spend.

    You can also earn illy loyalty beans for referrals and other actions you perform on our website.

    Once you've earned enough points, you will be able to exchange them for rewards such as discounts or free products via our loyalty widget.

    Only one coupon can be used per order. Cannot be combined with other special offer coupon codes.

    Coupons cannot be applied to subscription orders.

    To view your illy loyalty beans balance and redeem rewards, simply login to our website and access the loyalty widget by clicking the launcher icon in the lower corner.

    Please note that illy loyalty beans do not carry any cash value and the awards/rewards can be modified, without notice, at any time.

    illy loyalty beans are valid for 24 months.

    We reserve the right to terminate your membership in our Rewards Program if you don't use your Loyalty points to earn or redeem points for 24 consecutive months, or if we believe that you have engaged in fraudulent or unlawful activity or failed to comply with these Terms and Conditions.

    You cannot sell or transfer your points to anyone.

    We will collect and use your personal information in accordance with our Privacy Policy.

    We may discontinue our Rewards Program at any time in our sole discretion with no liability to you. If we do so, we'll publish a notice on our website and/or email you to let you know.

    We may change the Rewards Program (including the number of points allocated to each product and how points are earned and redeemed) and these Terms and Conditions at any time, or add new terms or conditions. If we do so, we'll publish an updated version on our website. Your continued participation in our Rewards Program will constitute your acceptance of such changes.

    These Terms and Conditions apply to our Rewards Program in Australia, and are governed by the laws of Victoria.

    How to redeem Reward (loyalty) points ?

    You can choose any reward you have enough points to get. If they do not have enough points for a reward, then they will be shown the number of points necessary to get the reward.

    Once you Get Reward, the reward will show in their discount list.

    You can either 'copy it to their clipboard' and paste the code manually or click 'apply' to automatically apply it to your cart.