Frequently Asked Questions

General

+ How do I use bitters?

In drops or dashes. Bitters are great for cocktails, but you can use them in cooking and baking just like you’d use vanilla extract or spices.

We provide a recipe card with every flavor, but definitely encourage you to get experimental!

+ What is a dash?

A dash of bitters is a tricky thing to quantify. Think of it like a pinch of salt, it will vary per person. In general a dash is when you tip the 4 oz bottle of bitters upside down over your shaker or mixing glass and shake; multiple shakes = multiple dashes.

+ What does a "sleeve" of bitters mean?

Our 1 oz and 2 oz sizes come with a dropper top. A "sleeve" refers to a dropper that is full of bitters. Also, fun fact, 1 full "sleeve" = 1 dash... so when a recipe calls for 2 dashes but all you have is a dropper, use two full sleeves and you've got yourself 2 dashes.

+ If a flavor is sold out, will it come back?

Most likely. Our 8 seasonal offerings are made in very small batches and are available in the season we release them (spring, summer, autumn & winter). When the season ends, or the flavor sells out that particular flavor won’t return until the season returns. Seasonal flavors are listed below:

• Spring - Rhubarb & Sea salt, Celery & Coriander
• Summer - Hibiscus Yuzu, Pineapple Clove
• Autumn - Plum & Oak, Apricot Vanilla
• Winter - Fig & Black Walnut, Grapefruit Rosemary

Flavors released to the Bitters Lab Club will not come back, ever! That’s the whole idea with Bitters Lab Club: one-time, limited edition flavors that we do not repeat within the Club. Sometimes Club flavors make it to our classic line-up, but within the club itself, flavors will NEVER be repeated. Subscribe to never miss out!

+ How do I see the status of my order?

1. Log into your account using your unique email and password
2. Click the “My Account” tab on the top right corner of our site.
3. Click the “Orders” tab
4. Scroll to the order you are looking for (they are listed by most recent date first)
5. Click the order # you are looking for.
6. The status of that order will be the first item to appear and will say something like “Pending”, “Fulfilled”, “Cancelled”, etc.

+ How are orders shipped?

We ship all products via USPS Priority or First Class OR UPS. Orders are packed and ready to ship within 1-3 business days after an order is placed. We expect most orders to be delivered within 5-7 days, but delays can occur. We'll send you your tracking information so you can stay updated. But always feel free to reach out to us if you have any questions.

+ I didn’t get my order. What do I do?

• First, please check the email you received with the tracking number
  • Make sure to check your promotions or spam folder, too.
• Click on the tracking number in the email to track your package.
• If your item says it has been delivered, but you haven't received it, please reach out to us by replying to your order or shipment confirmation email.

+ Refunds

• We do not offer refunds on products or virtual cocktail classes... However:

• If your order arrives damaged or broken, we'll gladly replace it - please reach out to us through our contact page with your order number and full name.

• Virtual Workshops:
• Our Virtual Workshops are one-of-a-kind classes that are taught live. PLEASE be sure you're available to attend the workshop you signed up for BEFORE registering.
• We simply do not offer refunds for these live classes. However, if you know at least 10 business days before your class begins that you are unable to attend, we'll gladly move you over to our next virtual class. If you cannot attend the live class, please note you will still receive the recipes, shopping list, playlist and classroom link.

+ How does your rewards program work?

Check out our Rewards page for all of the details on our rewards program.

Billing & Account

+ How do I log into my account?

1. Click the “My Account” button on the top right corner of our website.
2. Enter your unique email and password

+ How do I reset my password if I forgot it?

On the login screen, click the “Forgot Password” button to have an email sent to you to have your password reset.

PLEASE NOTE: We do not have access to your account for privacy reasons and we cannot do this for you. You must use the prompts on our site.

+ How do I change my address?

*IMPORTANT: If you are subscribed to the Bitters Lab Club, you'll need to cancel your current subscription and resubcribe with your new address. Please feel to reach out with any questions; hellp {at} bitterslab (dot) com.

1. Be sure you are using a desktop computer and not a mobile device.
2. Next, log into your account and click the “My Account” tab on the top right corner of our website.
3. Next, scroll down and click "Address".
4. Click “Add New Address”.
5. Enter your new address information
6. If this is your new default address, click the toggle at the bottom to make it the default.

+ How do I update my billing address?

1. Be sure you are using a desktop computer and not a mobile device.
2. Next, log into your account and click the “My Account” tab on the top right corner of our website
3. Next, scroll down until you get to “Address”, click on that
4. Click “Add New Address”
5. Enter your new address information.

+ How do I update my credit card info?

1. Be sure you are using a desktop computer and not a mobile device
2. Next, log into your account and click the “My Account” tab on the top right corner of our website
3. Scroll down to “Payment”
4. Click the “Add a New Payment” link
5. Enter the new payment information
6. If you would like this set as your default, click the toggle at the bottom of that page
7. If you are replacing an old payment method, be sure to delete your old one by clicking on the card you’d like to remove and click the “delete” button at the bottom of that page

+ What if my card was declined and my subscription cancelled, but I still want to be part of the Bitters Lab Club?

You can simply resubscribe! You do not need to contact us to reinstate anything.

PLEASE NOTE: We do not have access to your account (for privacy reasons) and therefore cannot re-enroll you into the club if your card has been declined and you have been unsubscribed - you must do this.

+ What if I am automatically unsubscribed from the club due to billing issues?

You will no longer be subscribed to the club and will not receive any future shipments, membership perks, or marketing emails related to the club.

If you still want to be a part of the Bitters Lab Club, simply resubscribe You do not need to contact us to reinstate anything.

Classes & Workshops

+ What do I need to participate in a virtual workshop?

Access to the internet, a positive attitude, and a valid registration!

Technically speaking you don’t need anything else (not even the tools or ingredients) to enjoy one of our virtual workshops. You can attend without making the drinks if you are just looking to learn more about the topic we’ll be teaching!

To make the cocktails, specific needs are on a class-by-class basis. A shopping and tool list are sent out via email 10 days prior to the class start date, this also includes the recipe cards we'll use for class, the playlist, and any other pertinent information you'll need to know.

+ I signed up for a virtual class, when will I receive my shopping list?

We email out a shopping list 10 days prior to the class start date, or within 24hrs after you register (depending on whichever is closer to the start date).

+ I can't attend a workshop I registered for, now what?

• Please note that we do not offer refunds for virtual cocktail classes:

  If your cocktail kit arrives damaged or broken, we'll gladly replace it - please reach out to us with your order number and full name.

Our Virtual Workshops are one-of-a-kind classes that are taught live so PLEASE be sure you're available to attend the workshop you signed up for BEFORE registering.

• If you know at least 10 business days before a class begins that you are unable to attend, we'll gladly move you over to our next similarly virtual class at no additional cost.

• If you cannot attend the live class and do not reach out BEFORE class begins; please note you will still receive the recipes, shopping list, playlist, and classroom link. We will not refund you for not being able to attend a class you registered for after you’ve received everything as part of the class, so please don’t ask… that’s just bad manners.

• We do understand emergencies happen, so please reach out to us as soon as possible if you cannot attend a class you’ve signed up for, we are more than happy to work with you.

Thank you for understanding these policies for our small business. As always, you may reach out to us BEFORE registering for a class if you have ANY questions.

+ What if I registered for a class and didn’t get the shopping list, class link and recipe cards?

• First, please check your spam or promotions folders in your email by searching “Bitters Lab” or the specific class name you’re registered for.
• If you still can’t find it, reply to your order confirmation email to notify us you don’t have it and we’ll gladly send it to you.

PLEASE NOTE: If you unsubscribe from our mailing lists but sign up for classes - these emails will likely show up in your spam or promotions folder because you’ve unsubscribed from our emails (which all come from the same email address).

+ If I ordered a kit, when will I receive it?

We typically ship kits within 48 hours of an order being placed, unless it is a special event or we’ve indicated in the class details we’re shipping at a later date.

+ Do you do private classes/workshops?

We sure do, and we love them! Contact us here.

+ How do I give the workshop as a gift?

It's easy!

1. Provide the recipient's name and email address in the note section.
2. If you'd like us to include a NOTE in their email - please include that as well.
3. We'll email them all the class details, 10 days before their class begins.

+ How do I know if I’ve signed up for a workshop?

1. Log into your account on our website
2. Go to the "Orders" Tab
3. Click on each order to see what it is and the status of that order
4. If you can’t find the workshop you are looking for, you probably aren’t signed up yet.
5. You can also contact us and we'll gladly check for you.

+ I accidentally signed up for the same workshop twice, now what?

Most likely, we'll notice and reach out to you first. We can do a few things:

1. Add you to a different class of your choice.
2. You may gift this class to your friend, relative, etc. We simply need their email address and we'll gladly send them the class details.
3. We can fefund one of the registrations. Please also feel free to reach out to us by replying to your order confirmation email and we will gladly sort any of this out for you.

+ How late can I register for a virtual workshop?

Our classes are open until NOON (12pm) MDT the day of the event (unless we’ve noted otherwise in the class description).

+ I subscribed to the virtual class pass, now what?

• Our classes take place on the SECOND Wednesday & Friday of every month, with a few extras sprinkled in for special events, holiday's, etc.
• Your subscruption includes access to all of the Virtual classes we teach, yes, this includes the extras.
• We teach the SAME class on both days, so you have options. (We understand schedules vary and we wanted you to have some flexibility)
• If you subscribe, we'll email you everything you need for the next class 10 days before the class begins.
• Depending on which option you subcribed to (monthly or yearly) you'll be automatically charged accordingly. Monthly fees will be taken out on the same day of each month. Yearly fees will be taken out every 12 months. You can cancel your subscription at any time.

+ How to I cancel my virtual class pass subscription?

It's easy!

1. Log in to your Bitters Lab account
2. Click on the "account" button at the bottom of your dashboard
3. Click on the "subscriptions" tab
4. Click on your active Virtual Class Pass subscription, scroll to the bottom and choose "cancel subscription"

+ Do you do clases in person?

We often partner with other local small businesses for these, and will be offering quite a few with Lifelong Learning in 2024. Sign up for our newsletter, to be sure you're the first to know when we offer new classes in person.