WHICH CARRIER DO YOU USE TO SHIP MY ORDER?
Please note, our shipping carriers are USPS, UPS, DHL ground and Canada Post.
WHAT IS YOUR FULFILMENT SCHEDULE?
All orders that are placed from Monday by Thursday 3PM CT will roast following the business day and ship on Monday. Orders placed after Thursday at 3PM and before Saturday will roast and ship on Monday and / or Tuesday. Orders placed during Saturday and Sunday will roast & ship on Tuesday. We are closed and do not roast on Saturday and Sunday.
Please note there are exceptions to the above, including during peak holiday season or when our roasting facilities are closed for national holidays.
HOW DO I RECEIVE FREE SHIPPING?
We always offer free ground shipping on CAN orders of $70 and above.
DO YOU SHIP INTERNATIONALLY?
Currently, we only ship within Canada.
WHERE ARE YOUR PRODUCTS PRODUCED AND SHIPPED FROM?
Coffee is roasted in Toronto and shipped from our office.
HOW CAN I GET SHIPPING CONFIRMATIONS AND TRUCKING NUMBER?
After you finish placing an order online, you will receive an order confirmation via email. You will receive a second update to the same email address confirming once your order has shipped and containing your shipment tracking number.
Don't see your order confirmation email? Make sure that you entered your email address correctly and check your spam folder. You can also log in to your account and visit the Order History tab to view your order status at any time.
Your shipment confirmation email will contain your tracking number. Click here to track UPS deliveries, here to track USPS deliveries, here to track DHL delivery and here to track Canada Post delivery. You can also log in to your account and visit the Order History tab to view your order status and track your order at any time.
WHAT IF THE ITEMS IN MY ORDER ARE DAMAGED WHEN DELIVERED?
We're sorry that happened and will do our best to take care of it as soon as possible. To help the process move quickly, email our Client Service team at:
email@example.com and include a picture of the damaged items.
To return your product, you should mail it to:
We'll send out replacement items as soon as we can and provide the appropriate feedback to the mail carrier.
WHAT HAPPENS IF MY ORDER IS RETURNED TO YOU BY THE CARRIER?
We monitor returned orders daily, so you should receive an email notifying you that your order has been returned to our warehouse. If you happen to catch the update before we do, you can email our Client Service team at firstname.lastname@example.org and we'll have a new order sent to you (after confirming the address details).
WHAT IF THE TRACKING SAYS "DELIVERED" BUT I HAVE NOT RECEIVED MY ORDER?
First, we ask that you check with your neighbors, building employees, and all physical surroundings to ensure the order wasn’t left somewhere or picked up by someone else (this happens frequently!).
Second, please contact the shipping carrier to acquire more information. You'll need your tracking number, address, and the name on the package that was being delivered. They can further instruct you on the next steps.
If you aren’t sure who the carrier was or having issues getting in contact with the carrier, please email to Client Service team at:
email@example.com and we can provide the tracking information.
If you cannot locate the order, you can email our Client Service team at:
firstname.lastname@example.org and we'll explore options for sending you a new order.
If we determine that your order was in fact stolen or lost, we may replace it at no charge with the "signature required" option for delivery.
CAN ITEMS IN MY ORDER BE SENT TO MULTIPLY ADDRESSES?
We are not able to split orders between addresses; however, you can simply enter multiple orders with different shipping addresses. If you are attempting to make a large purchase (such as for a corporate event) and would like to send products to many addresses, please email our Client Service team at email@example.com They can offer simple options to complete your request timely!