FREQUENTLY ASKED QUESTIONS:
Our Customer Success Team is designated to handle all of your questions and order inquiries.
For personalized assistance, email us at firstname.lastname@example.org or call 416.546.4006 Ext. 1
Our team is here to help make specialty coffee simple.
Office hours for Customer Success are Monday through Friday, 8:00am to 4:00pm EST.
Q. WHAT IS SPECIALTY COFFEE?
A. The Specialty Coffee Association (SCA) defines ‘specialty coffee’ as Arabica coffee with a cup score of 80+ points on a 100-point grading system. The coffee must be cupped by a certified Q-Grader, or quality grader, who is credentialed to score coffees based on the standards developed by the Specialty Coffee Association of America’s (SCAA).
Pilot Coffee only sources coffees that have received a grading of 84-points or higher.
Q. WHAT IS ‘DIRECT TRADE’ COFFEE?
A. Direct Trade means working directly with the producers who share their high quality specialty coffees with the roastery. It’s a sourcing philosophy that emphasizes genuine relationships, mutual benefit and full transparency between producer, roaster and consumer. Through Direct Trade, we know the premium prices we pay go straight into the hands of our producer partners. And by travelling to origin regularly, we know first-hand that each coffee we purchase has been produced ethically, sustainably and with the highest level of skill and care.
While Direct Trade is not always accessible for a variety of reasons, most of the coffees we source meet our Direct Trade policy standard. Look for the Direct Trade icon on our bags that indicate when this standard has been met.
To learn more about our sourcing philosophy visit our Direct Trade page.
Q. WHAT IS YOUR ROAST STYLE?
A. As roasters we target the sweetest point in each coffee's development. We believe that point is typically unlocked within the spectrum of a medium roast, which produces a clear expression of each coffee's unique profile. This philosophy–known as omni-roasting–gives you the flexibility to enjoy our entire lineup of coffees by any brew method: from filter to espresso!
Q. HOW TO READ OUR COFFEE BAG LABELS
A. While we appreciate the nuance of every bean, we also understand that palates and taste preferences vary. To help you find the perfect cup, we share the following details on our bags and labels:
- ORIGIN DETAILS:
All single origin coffee labels include country, growing region, growing altitude, farm name, producer name and coffee varietal.
- TASTING NOTES:
Our roasters will taste and assess each coffee to identify three distinct tasting notes; the first two describe taste and the third describes the texture or ‘mouthfeel.’
- ROAST PROFILE SLIDING SCALE:
Our custom 'Light-to-Dark' scale represents a spectrum within our medium roast profile. Coffees on the 'Light Roast' end of the scale will typically be more 'Adventurous', while coffees on the 'Dark Roast' end will be more 'Classic'.
- ROAST DATE:
We roast, bag and ship our coffee Monday through Friday. Coffee ordered online will typically arrive within seven days of its roast date.
- BEST BEFORE DATE:
While your coffee won't 'go bad', the complexity and intensity of flavour will diminish over time. Your coffee is optimal for brewing one week after the roast date, and we recommend enjoying your coffee within six months of roasting.
- 'DIRECT TRADE' ICON:
Direct Trade means 'relationship coffee'. These coffees are purchased directly from our producer partners and allow us to share their unique story (see above for further details).
- BIOTRE 2.0 LOGO:
Our 340g coffee bags are made from renewable and compostable resources such as wood pulp. BiotrēTM is an environmentally friendly option that uses less fossil fuels during manufacturing and has a significantly lower carbon footprint than most packaging on the market.
- 'LIMITED EDITION' SEAL:
Limited Edition coffees are particularly rare or unique and available in limited quantities.
Q. HOW LONG WILL IT TAKE FOR SHIPPING?
A. If you live in Canada and place an order by 3:00pm EST, it will be ready for shipping the next business day. Orders from the U.S. will be ready within two business days. Once a shipping provider has picked up the order, it should arrive within the following number of business days by region:
- Ontario + Quebec – 2 Days
- Manitoba, New Brunswick, Nova Scotia + Prince Edward Island – 3 Days
- British Columbia, Alberta, Saskatchewan + Newfoundland – 4 Days
- Northwest Territories, Yukon + Nunavut – 5+ days
- Remote addresses / PO Boxes are delivered by Canada Post and may require an additional 1-2 business days.
- Metropolitan U.S. areas – 2 Days
- Rural U.S. areas – 4 Days
Q. HOW LONG WILL IT TAKE FOR COURIER DELIVERY?
A. Couriers also pick up orders from the roastery and deliver within two business days.
Q. WHO ARE YOUR SHIPPING + COURIER PROVIDERS?
For quick and easy service, we automatically select the best provider for you based on the address entered at checkout.
Q. WHAT IS THE COST OF SHIPPING?
A. We offer free Canada-wide shipping on all orders over $45 CAD or $30 CAD in select locations. Shipping to the U.S. includes a $20 CAD base fee and the total shipping cost is determined by weight. We offer FedEX air service for quicker delivery to applicable regions for a surcharge of $6.
Q. CAN I MAKE AN ORDER ONLINE AND PICK UP IN PERSON?
A. Unfortunately we do not offer pickup for online orders, but you can shop in person at our cafes! Try visiting our cafe locations for retail purchases such as coffee bags, brewing equipment and merchandise.
Q. MY TRACKING NUMBER ISN'T WORKING
A. Tracking numbers can take up to 48 hours to update. If you’re still experiencing issues after that time, it is best to contact the shipping provider directly.
Note: We will always help customers locate their in-transit orders, but inquiring with the shipping provider is usually the fastest way to get updates once a package has left the roastery.
Q. MY ORDER IS DELAYED
A. If we are experiencing unusually high online orders volumes there may be a delay preparing your shipment. After a sale, for example, customers should expect a 3-6 days delay before their orders are packed and ready to ship.
If your order is delayed while in transit, please contact your shipping provider for more tracking information.
Q. WHAT ARE MY SUBSCRIPTION PAYMENT OPTIONS?
Q. WHEN WILL I BE CHARGED FOR MY SUBSCRIPTION?
A. Prepaid subscriptions are paid in full once your order is confirmed. Pay-as-you-go subscriptions are paid for with every shipment (at the frequency that you choose). Your first pay-as-you-go payment is also due once your order is confirmed.
Q. WHEN WILL I RECEIVE MY FIRST DELIVERY?
A. Your first subscription should be ready to ship within two business days of signing up. See the SHIPPING section of our FAQ for more delivery details. If you’d like to request a custom start date, send us an email and we’ll make the arrangements for you!
Q. HOW DO I UPDATE MY BILLING INFORMATION?
A. When you visit our website be sure to log in to your account then click ‘MY ACCOUNT’ in the top right corner.
Q. HOW DO I MAKE CHANGES TO MY SUBSCRIPTION?
A. Most subscription updates can be done manually by logging in to your account and clicking ‘MY ACCOUNT,’ followed by ‘EDIT SUBSCRIPTION DETAILS.’ This includes making changes to your payment method, shipping address, changing to your delivery frequency, and more! For more specific requests, contact us and we will do our best to help.
Q. CAN I START A GROUND COFFEE SUBSCRIPTION?
A. At this time we only offer whole bean subscriptions but we hope to offer ground coffee subscriptions in the future. Watch this space…
Q. WHAT IS 'ROASTERS CHOICE'?
A. The Roaster’s Choice–which is curated by, you guessed it, our roasters–lets subscribers explore our most recent single origin beans. The coffees featured under Roaster’s Choice are not publicly announced and change regularly, but always represent what our roasters are enjoying at the moment. A great option for the more adventurous coffee lovers out there!
Q. CAN I TEMPORARILY PAUSE MY SUBSCRIPTION??
A. We cannot pause your subscription, but you can skip a delivery and/or change the date of your next pay-as-you subscription payment.
To skip a delivery log in into your account:
- Login into your account and click VIEW SUBSCRIPTIONS
- Click VIEW
- Select EDIT under SKIP YOUR NEXT DELIVERY
Q. I WANT TO ADD/REMOVE COFFEE BAGS FROM MY DELIVERIES?
A. This is not a current profile feature but we can do our best to assist you with any special request. Please contact us and we will share some options with you.
The best alternative is to change the frequency of your shipments. For example, if you would like to increase the number of bags you receive, you can increase the frequency of your shipments.
- Login into your account and click VIEW SUBSCRIPTIONS
- Click VIEW and select EDIT SUBSCRIPTION DETAILS
- Edit the frequency by selecting from the dropdown menu
Note: be sure to confirm your ‘NEXT CHARGE DATE’ after making edits.
Q. MY ACCOUNT SAYS ‘SUBSCRIPTION ON HOLD,’ WHAT DO I DO?
A. This is usually due to a billing issue. Double-check that all of your billing and payment information is up to date, and contact us if you are still having issues.
Q. WHAT DOES 'ORDER IN PROCESS' MEAN?
A. It means that we have confirmed your order and it’s in the queue to be roasted, bagged and packed at the roastery. Once those steps are complete, your order will be ready for shipping!
Q. CAN I ADD MORE ITEMS TO AN UPCOMING SHIPMENT?
A. If your order has not yet left the roastery, we will try our best to make any last-minute changes. Please contact us directly and we will get back to you!
Q. I WANT TO RETURN MY COFFEE
A. We generally do not accept returns on roasted coffee but if you are not happy with your purchase don’t hesitate to contact us and we will do our best to assist you.
Q. MY ORDER ARRIVED FAULTY OR BROKEN
A. We can exchange any faulty merchandise, accessories or brewing equipment orders within 30 days of the receipt date (for cafe purchases) or delivery date (for online purchases). Please send us an email with as many details to arrange a replacement order.
Q. CAN I ORDER ESPRESSO GRIND?
A. Unfortunately our facilities are not set up to accommodate espresso ground coffee for online orders. However, we can assist you in-store! Just asked a barista to grind your coffee for espresso after purchase and they will use our cafe equipment.
Q. WHAT IS THE GRIND SIZE OF YOUR GROUND COFFEE?
A. Our ground coffee option is a universal medium grind suitable for Auto Drip, French Press, Pourover and Aeropress brew methods. For further guidance on grind settings visit our Brew Guides.
Q. CAN I TRANSFER LOYALTY POINTS FROM THE PREVIOUS APP?
A. Yes! To transfer: download the app, create an account and add the phone number that was connected to the previous app. If you do not see your updated balance within 24hours, contact us directly for assistance.
Q. CAN I TRANSFER A CASH BALANCE FROM THE PREVIOUS APP?
A. The current app does not allow holding a cash balance. If you have a remaining balance from the previous app, contact us with your account information and we will issue an E-Gift Card of the same value. To make purchases directly from the app, you can add a credit or debit payment method under ‘PAYMENT MANAGEMENT.’
Q. I AM HAVING TROUBLE MAKING AN ORDER FOR DELIVERY?
A. Delivery (via SkipTheDishes) is available for addresses within a 15 minutes drive of the selected cafe location. Please make sure you’ve selected the right location for your order, or that you’re within our delivery zone.
Q. HOW DO I TRACK MY ORDER STATUS?
A. Notifications are sent when an order is received, in progress, has been picked up by a courier and/or is ready for pick up. To receive these updates, turn on app notifications in your Phone Settings.
Q. CAN I ORDER FROM THE WEBSITE USING THE APP?
A. Unfortunately not at this time. Our app is exclusively for cafe service.
Q. I CAN’T SEE MY POINTS / I DID NOT COLLECT POINTS WITH MY PURCHASE.
A. To collect loyalty points through the app you must have a phone number attached to your account. If your account details are filled out and you do not see points being allocated with your purchase, please contact us for assistance.
Q. WHAT’S THE DIFFERENCE BETWEEN THE CAFE APP + LOYALTY PROGRAM?
A. Our Cafe Loyalty Program is powered by Square and allows customers to earn points with every cafe purchase. To create a Loyalty Profile, either download the Cafe Order + Delivery App and fill out your account information, or provide your name and phone number to a barista who can create a profile for you.
Q. DO I NEED TO PROVIDE MY PHONE NUMBER TO COLLECT LOYALTY POINTS?
A. We only require your phone number to a) set up your Loyalty Profile, b) update your payment method or c) add a new payment method. Once those details are confirmed, you will automatically collect loyalty points with every purchase. It’s that simple!
Q. WHAT’S THE DIFFERENCE BETWEEN MY LOYALTY PROFILE + MY ONLINE ACCOUNT?
A. Your Cafe Loyalty Profile and Online Account Login are two separate accounts. Unfortunately, loyalty points cannot be redeemed for online purchases. We understand this may be an inconvenience. The good news is we are working on a loyalty solution for online customers! In the meantime, you can sign up to our newsletter for exclusive online offers and promotions.
Q. WHAT’S THE DIFFERENCE BETWEEN A GIFT CERTIFICATE AND AN E-GIFT CARD?
A. In short, Gift Certificates can be used at our online shop and E-Gift Cards can be used at our cafe locations. Because our online shop is supported by a different payment system than our cafes, these two gifting options are not interchangeable. If you need to make a change to your gift certificate purchase, just contact us for assistance.
AN UPDATE FROM THE ROASTERY
It's been a tough two years for us all. In addition to a public health crisis, we've faced many challenges: shipping costs increased by 50%, coffee prices increased by 20% and retail closures have severely impacted the roastery.
We're proud to have maintained our pricing – not just throughout the pandemic, but for the last two years in our cafes, and four years online. It’s the last thing we want to do, but unfortunately, a change is necessary to continue delivering the best customer experience possible.
Starting January 17th, we must introduce a small price increase of 5.5%. We value our community, and it is important that we share the news in advance. And while there are many unknowns, one thing will always be certain:
We are dedicated to roasting the highest quality Direct Trade coffee and working with passionate people to do it.
OUR CONTINUED COMMITMENT
Committing to Direct Trade: Honour order volumes and minimum 20% above Fair Trade pricing; establishing new partners in new regions.
Operational excellence: Staying on course for growth; investing in people and high-performance roastery operations.
Roastery innovation: New equipment, products and wholesale services; increasing capacity while improving quality.
WE'RE HERE TO HELP
If you have any questions or comments, please reach out to us at email@example.com
We are grateful for this community of coffee lovers and incredibly optimistic when we say the best is yet to come!- The team at Pilot Coffee Roasters