FAQ

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SHIPPING

Orders placed Thursday to Monday will be processed and shipped out the following Tuesday. Orders placed Tuesdays and Wednesdays will be processed and shipped the following day. We ship whole bean coffee only.

FREE SHIPPING

For orders over $50, we offer free shipping throughout Canada using FedEx Economy. We offer shipping throughout the United States as well – cost of shipping begins at $20, and is further determined by the weight of the order.

 

COFFEE

DIRECT TRADE

All of our coffees are specialty grade and we follow the Direct Trade model by physically visiting the farm whenever possible. Although most of our coffees are sourced in this way, we are not always able to physically visit the farm and meet with the producer for every coffee we offer. To know if the coffee you are drinking is a Direct Trade coffee look for the icon on the bag. More information about how we source our beans can be found here.

READING OUR LABELS

We love coffee, and we appreciate the nuances found in every bean, however we understand everyone's palate is different and certain taste profiles are not for everyone. To help inform your purchasing decision we have provided a range of information on our labels;

  • SPECIFICS: Details about the farm (the producers' names, farm name, country, region, and altitude) and the coffee itself (the varietal and processing methods) can be found on every bag of single origin coffee
  • TASTING NOTES: Our roasting team cup our coffee daily for quality and consistency, a set of 3 distinct tasting notes are decided prior to the release of each coffee, the first 2 describe taste and the 3rd describes the texture
  • SLIDING SCALE: We have developed a sliding scale to show the position of each coffee from the 'classic' (think rich chocolates and caramels, your everyday coffees) to the 'adventurous' (think bright juicy and aromatic fruits, a truly unique taste profile)
  • ROASTED DATE: We roast, bag and ship our coffee on the same day and recommend drinking your coffee fresh, ideally within 1 month. For further information around aging times look at the specific parameter guide for each coffee.

 

COFFEE SUBSCRIPTIONS

Our SUBSCRIPTIONS are designed to ship 'as and when you need it'. We make the process easy and completely up to you. You choose the number of bags of coffee you want, along with the frequency in which you wish it to be sent. Your subscription begins the day of your choosing (we roast and ship Mon-Thurs). Our subscriptions now have no minimum order number – you will receive FREE shipping once you have reached 3 bags in your order.
 
PLEASE NOTE: We are working on improving ALL of our subscriptions – providing easier customization options for you and making them more flexible to better suit your needs. During this time we are only offering 3 and 6 month pre-paid subscriptions. Please check back here again in late April when we will open up a 12 month pre-paid option again, as well as a pay-as-you-go plan. If you have any questions, or are an existing subscriber and are having concerns with your order or would like to make any updates throughout this transitional period please email us at: online-orders@pilotcoffeeroasters.com. We apologize for any inconvenience and thank you for your patience.

 

ACCOUNT SET-UP

We changed website platforms on March 25th 2018, if you had an account set up with us previously you will need to create a new account and password, unfortunately your order history was unable to be brought across to our new platform, but by setting up a new account you will have a wider range of features at your fingertips. We apologize for any inconvenience this may cause, but trust you will enjoy the new experience so much more.

   

RETURNS

We do not accept returns on roasted coffee. If there is ever a problem with your coffee, please contact us at online-orders@pilotcoffeeroasters.com