Shipping & Returns.
FAQ
Q: How often do you roast?
A: We typically roast as needed. For example Mountain roast we roast 2-3 times a month it’s our most popular. We roast 20-40lbs at a time or more if needed. If we have stock then we will attempt to deliver with in 24 hours. If it’s out of stock we roast Thursday or Friday evenings typically we can then deliver Monday. Unlike some other roasters we prefer to let the coffee degas before it’s delivered. (24-48 hours) otherwise you can have a buzzy CO2 taste on your first couple cups of coffee. We don’t like that so we wouldn’t want to serve that to our customers. Our typical brew is Espresso or Pour Over.
Q: Do you own your roasting equipment?
A: To address the question directly, no, we do not own our own roasting equipment. Instead, we utilize a timeshare arrangement and pay consulting fees for each batch of coffee we roast. Operating in an AHS-approved facility and gaining experience with three different roasters can be costly. While some of our competitors may have their own small roasters in personal spaces like garages or sheds, we prioritize transparency and compliance with all necessary regulations. We can provide documentation such as AHS facility approvals, insurance, licenses, and various retail business documents upon request.
In our current setup, we have access to roasters ranging from 2.5kg to 50kg capacities and have developed our own profiles for different coffees, including the Chimbu blend. While this arrangement may reduce our profit margin, it serves as a crucial first step toward our long-term goal of establishing a retail location. With continued support from customers like you, we aim to realize our vision of offering exceptional coffee and wholesome meals. Your support is instrumental in making this dream a reality, and we're grateful for every step of the journey.
Q: When will my order ship?
A: Two answers .. Local yyc delivery is done by my wife and i. we strive to have next day delivery occationally same day and ocationally up to 72 hours.. maybe we’re camping or something. but we’ll get it to you as fast as we can. answer two.. Canada wide is done by pre paid post box. we strive to get it to Canada post same day. but again could be given to them in up to 72 hours and then it’s expedited so it could be 2 days or up to 7 days depending on delivery area. the far rural area’s are 7 days city’s tend to be 2 days.
Q: Does coffee come ground or in whole beans?
A: Our coffee is always shipped in whole bean form to ensure you are getting the freshest and best quality coffee.
Q: What kind of shipping should I choose for my order?
A: Our website now only handles yyc local delivery. if you’re Canada wide we’re doing that manually. email us your order we’ll send an invoice then mail it out with a tracking number. prepaid post boxes are expedited. min order is $70 of product for free Canada wide shipping.
Q: I placed an order, but haven’t received my package yet, and I ordered it awhile ago; where is it?
A: Two answers.. yyc delivery is done by me. if i made a mistake and you didn’t get it email me. but i do take a picture of the bag on the door step. some customers have bought potted plants for me to hide the bag behind. if you’re Canada wide we’ll give you a tracking number use the Canada post site to see where it’s at :D if you don’t get it email us and we’ll ask Canada post to pay out and then resend. but todate 6 years in not a single Canada post box has gone missing. We have had a couple porch pirates with local yyc though. That’s why we take pictures.
Q: Do you offer free shipping?
A: We currently offer free ground shipping on orders of $70 or more within Canada.. For wholesale accounts — we do not offer free shipping outside of yyc. For more information on becoming a wholesale partner, email us @ sales@highwoodcoffee.ca
Q: Do you offer free Local delivery?
A: We currently offer free local delivery on any coffee order over 2lbs or more. This means every YYC order of at least one bag 907g of coffee is delivered to you free of charge. How could you say no?
Q: Do you ship to the U.S.A.?
A: NO.. we will think about it once the administration changes. They have been no one’s ally for a long time. Bombing random countries because their socialist is wrong and Disgusting!
Q: How about to the rest of the world?
A. We can ship coffee just about anywhere, but it can get pricey depending on where you are located. Brokerage, duties, and taxes associated with international shipping apply solely to the customer and we assume no responsibility for issues with international shipping. If you have any questions, you can contact us at sales@highwoodcoffee.ca.
Q: Can I make changes to or cancel my order?
A: We try to ship your coffee order to you as soon as possible, therefore once payment is accepted and the order is confirmed, it is immediately in process to be shipped. There is a small window of time where we can pull the order out before it is physically packed. However, this means NO changes can be made to your order once it is placed, but we can cancel your order completely to start fresh. If you need to cancel your entire order, please email us at sales@highwoodcoffee.ca as soon as possible with subject line "Cancellation", your order number and full name and we will try our best to help you out!
Q: What is your return policy?
A: We will consider returns on a case-by-case basis. However, opened coffee and tea are not refundable.
Returns on equipment items and unopened coffee, as approved and in cases when the error was not ours, must be shipped back to us at the customer's cost. Returns are refunded only when the item is received back at our office and after we have verified that original packaging is still in place.
We are not responsible for uninsured packages that are lost in transit.
Please contact sales@highwoodcoffee.ca and we will get back to you as soon as we can.