Frequently Asked Questions

Preorders open every Monday at 8:00 a.m. and close Wednesday at 10:00 p.m. for Friday, Saturday, and Sunday pickup. Paid preorders do not sell out during the weekly preorder window. Ordering closes Wednesday at 10:00 p.m. so production can begin.

The minimum online preorder is either a Pair of rolls or one Roll and Matcha Combo. Single rolls are available for walk up purchase at the market only.

Walk up items are available in limited quantities until sold out. Some flavors may be preorder only, quantities vary by flavor, and walk up items cannot be reserved.

The This Week page is the official source for each week’s roll and Cloud Matcha lineup. New lineups may also be announced on Instagram, TikTok, and by email.

Yes. They must provide the name on the order and the order number. Pickup locations and hours are included in the confirmation email and posted on the Pickup page.

Off-menu flavors may be requested for orders of 24 or more rolls. Requests for 12 to 23 rolls are considered only when the flavor is already in the Flavor Vault and ingredients are available.

Our products are prepared with shared ingredients, utensils, surfaces, and equipment. We cannot guarantee that any item is free from allergens or cross-contact. Contact us before ordering if you have an allergy or dietary restriction. Cloud Matchas are available with whole or oat milk.

We accept credit and debit cards, Apple Pay, Google Pay, cash for market purchases only, and Spiral Bar digital gift cards. Digital gift cards can be used online or at the market, do not expire, and have no fees.

Yes. A subscriber may move a box to another pickup day during the same weekend by requesting the change before 9:00 a.m. on the desired pickup date. If the entire weekend is missed, the box is forfeited without a refund or credit.

Regular orders are available for market pickup only. We do not offer local delivery or shipping. Delivery may be available for catering or events.

Please inquire at least two weeks ahead for standard catering and at least four weeks ahead for events, delivery, custom flavors, or branded orders.

Contact The Spiral Bar by email or through the website contact form. Order changes and product concerns are not handled through social media messages. For cancellation deadlines, refunds, replacements, and claim requirements, visit https://thespiralbar.com/refund-policy.