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, UPC codes, 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: At Highwood Coffee, we aim to ship orders promptly, typically on Mondays and Thursdays. Most orders are processed next-day or even same-day; however, occasional delays of up to 72 hours may occur due to factors such as roasting schedules. To ensure a smooth experience, we kindly ask for your understanding and allow up to two business days for order processing in addition to the quoted shipping time.

Please note that the cutoff for Monday shipping, including subscriptions, is the preceding Sunday at noon MST. If you have any questions or concerns regarding an upcoming shipment, please don't hesitate to reach out to us at sales@highwoodcoffee.ca. Your satisfaction is our priority, and we're here to assist you every step of the way.

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: Based on your postal code the website will automatically choose for you. However there are a couple options available to get your order to you when you need it. We ship using Canada post pre-paid boxes. if you’re in zone 1 you can expect them to be at your location in 1-2 business days. If you’re in a rural zone it could be as much as 7 business days.

Q: I placed an order, but haven’t received my package yet, and I ordered it awhile ago; where is it?

A: We want you to get your order quickly and error free. Since we work with Canada Post and/or Fedex to make this happen, we will need your help too! If it’s taking longer than usual, first take a look at your tracking number that gets emailed to you upon shipping. If the tracking indicates that the package has been delivered, give Canada Post or Fedex a call; they are the most appropriate people to help in this case. It is possible there was an error in the shipping address. In some cases, severe weather warnings can delay things as well.

Remember that each coffee bag has a one way valve. when packing, air (mostly nitrogen about 78%) is in the bag. As as the beans degas the bag then fills with CO2. As long as the bag remains sealed the quality of product will be greatly protected for a week to 2 weeks in shipping. Once the bag is about 3 months you will then start to notice a quality difference.

Q: Do you offer free shipping?

A: We currently offer free ground shipping on orders of $70 or more within Canada and the continental USA. For wholesale accounts — we offer free ground shipping for orders above 40lbs in both the continental USA and Canada. 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 $17.00 or more. This means every YYC order of at least one bag of coffee is delivered to you free of charge. How could you say no?

Q: Do you ship to the U.S.A.?

A: Yes we do! We've got some pretty good shipping rates as well. Just a reminder that duties and fees are not charged on coffee orders — however, for purchases on retail items exceeding $200.00, you become responsible for any duties and fees.

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.