FAQ-V2

 

ROAST, PACK, SHIP

All online orders are packed and delivered from our roastery headquarters in Toronto, Ontario. Orders placed in Canada by 3:00pm EST will be packed and ready for delivery by the next business day.  

We offer FREE Canada-wide shipping for all orders over $30 CAD.  

 

TORONTO DELIVERY (via Pilot courier)

Pilot Couriers deliver to the following postal codes: M4J, M4K, M4L, M4M, M4C, + M4E 

Orders should arrive within 2 business days

 

CANADA SHIPPING (FedEx, UPS or Local Courier)

Once packed and ready for delivery, online orders should arrive within the following number of business days by province:

  • 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
*Rural or remote addresses may require an additional 1-2 business days for delivery.

 

U.S. SHIPPING (via DHL)

All U.S. orders are picked up for delivery within 2 business days of being packed at the roastery. Once picked up for delivery, orders should arrive within the following number of business days:

  • Metropolitan U.S. areas – 2 Days
  • Rural U.S. areas – 4 Days

U.S. shipping includes a minimum $20 CAD charge. Total shipping charges will be determined by the total weight of your order. For more information about U.S. shipping, contact DHL.

 

CONTACTLESS CAFE SERVICE

The Pilot Cafe Order + Delivery App powered by Craver lets you place an order for contactless pick-up or delivery (via DoorDash) at any of our open cafe locations. See Locations Page to confirm which cafes are currently operating.

 

MAIN FEATURES

  • No lines required for pick-up: Receive order updates via SMS text (In App Settings, ensure Push Notifications are set 'On') 
  • Collect loyalty points with every cafe purchase and track rewards under 'MY REWARDS'
  • Pay directly from your phone
  • Find a cafe location near you
  • Shop our entire cafe menu: specialty drinks, food, coffee beans, merchandise, brewing equipment, and more
  • Available on Android and iOS. 

Click here to download the Cafe Order + Delivery app.

This Cafe Order + Delivery app can only be used for purchases from our cafe locations and is not compatible pilotcoffeeroasters.com.

 

COLLECT POINTS WITH EVERY PURCHASE

Our Cafe Loyalty Program is powered by Square and allows customers to collect points with every cafe purchase. Once a Loyalty Profile is created, customers will automatically earn points when using the payment method attached to their profile.

To access points or create an account you can download the Cafe Order + Delivery App or provide your name and phone number to a barista who will manually create one for you. For further support please contact our Customer Success Team.

 

LOYALTY PROFILE VS. ONLINE ACCOUNT

Your Cafe Loyalty Profile and Online Account Login are separate accounts. Unfortunately, loyalty rewards cannot be redeemed for online purchases. We understand this may be an inconvenience and we apologize in advance.

 

UPDATE

We do not accept returns on roasted coffee. If you have any issues or concerns with your order, please contact us at: 
hello@pilotcoffeeroasters.com

 

SPECIALTY COFFEE

All of our coffees are specialty grade, which according to the Specialty Coffee Association (SCA) means it has received a grading of 80-points or higher on a 100-point grading system. Pilot Coffee only sources coffees that have received a grading of 84-points or higher. For more information visit our Direct Trade page.

 

DIRECT TRADE

Almost all of our coffees follow a Direct Trade sourcing model by visiting the country of origin and purchasing beans directly from the growers. In this model, there are no brokers or any other intermediaries between the roaster and the producers. Seeing production first-hand also provides transparency on the growing and working conditions at each farm, so we can be sure we’re supporting sustainable and ethical practices. Simply put, Direct Trade is about lasting relationships that create the most mutual benefit. Although most of our coffees are sourced this way, we are not always able to personally visit each farm and producer. Look for the Direct Trade icon on the bag. For more information visit our Direct Trade page.

 

READING OUR LABELS

We love coffee, and appreciate the nuance of every bean. We also understand everyone's palate and taste preferences vary. To help you find the perfect cup, we share the following details on our bags and 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: 
    Our custom scale measures each coffee's flavour profile from 'classic' (rich chocolate, caramel) to 'adventurous' (bright, juicy and aromatic fruit notes)
  • ROASTED DATE: 
    We roast, bag and ship our coffee Monday through Friday weekly. You will receive coffee within 7 days of the roast date and recommend enjoying your coffee within 60 days of that roast date.  
  • '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). 
  • 'LIMITED EDITION' SEAL: 
    Limited Edition coffees are particularly rare or unique and available in limited quantities. 
  • 'RESERVE' SEAL: 
    Our highest distinction. The Reserve seal is rewarded to the most celebrated and unique small-lot coffees acquired by Pilot Coffee Roasters. Available in very limited quantities on a first-come-first-serve basis. 

 

ABOUT OUR COFFEE

You have the choice to order either WHOLE BEANS or GROUND coffee online. For the best results, we recommend whole beans and grinding fresh for each brew method or espresso. Visit our Brewing Gear page for recommended electric and manual burr grinders.

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.

 

NEVER RUN OUT OF COFFEE AGAIN

All coffee subscriptions let you choose your coffees, the number of shipments and when you receive them. Charges for all subscriptions are submitted as your order is placed. Your first order will be shipped within 2 business day of your signup date. The start date of your subscription identifies when your first order is fulfilled. 

We roast and ship orders between Monday and Thursday: your coffee will be shipped within 7 days of its roast date. 

Coffee grinding services are not available for subscriptions. Whole bean orders only.

You can make changes to your payment information or delivery address by creating / logging in to your account. For further amendments or questions regarding your subscription or if you'd like to have a start date, please contact: hello@pilotcoffeeroasters.com

PREPAID

PREPAID subscriptions automatically recur; 3 bags of coffee must be selected per shipment.

You can choose between 369 or 12 shipments

PAY-AS-YOU-GO

PAY-AS-YOU-GO subscriptions automatically recur, selected coffee(s) will continue to ship at the frequency you have selected. You can choose from these options:  

  • 2 BAG 
    Select any 2 bags of coffee and the frequency of your shipments.
  • 3 BAG
    Select any 3 bags of coffee and the frequency of your shipments. 
    Cost of shipping included.
  • 4 BAG
    Select any 4 bags of coffee and the frequency of your shipments. 
    Cost of shipping included.
  • 2.1Kg BAG
    Choose your 2.1Kg bag of coffee and the frequency of your shipments. 
    Cost of shipping included.   

 

WHERE TO REDEEM

Online Gift Certificates can be redeemed online only. Cafe E-Gift Cards can be redeemed at cafe locations only. These two gift card options are not interchangeable or transferrable between platforms. We understand this may be an inconvenience for our supporters and we apologize in advance.

  

UPDATE

In response to the circumstances surrounding the COVID-19 virus, we've introduced new policies to ensure the highest standards of health and safety for our staff and guests. As a result of these changes, we have made the difficult decision to postpone all public training sessions indefinitely. We are extremely sorry for the inconvenience, but feel it is in everyone's best interests.