What is the return and exchange policy?
Coffee: This product is perishable. This means it is non-refundable/exchangeable in all cases. We will only make an exception if there is a manufacturing mistake that we are directly responsible for.
Gear: Returns or exchanges on equipment items that are unopened/unused may be brought back to us. Returns are refunded only when the item is received back at our office after we have verified that original packaging is still in place. If the product you received is broken, it may be covered under manufacturer warranty. Please contact us and we will direct you to the best source. We require an order number and/or receipt.
Canada Post: We ship our orders through Canada Post. Once it leaves our warehouse we are not responsible for packages that are lost in transit, or packages that include liquids and are damaged in transit.
What are the shipping options?We offer Local Delivery at no cost and the products can be found here. This is our own in-house service. We also offer Canada Post, and that calculates standard shipping based on your address and weight of your order. Expedited shipping is a flat rate based on how quickly you would like your order to arrive. For Greater Edmonton, Canada Post will deliver your order in one business day. You may choose any of these options at checkout:
- Canada Post Expedited Parcel (1-7 business days)
- Canada Post Xpresspost (1 to 3 business days)
- Canada Post Priority (1-3 business days)
Do I qualify for local delivery?
We deliver within a 12.5 kilometer radius of our roastery. If you can not see or select the option - you do not fall in the set radius. In certain cases, we will choose an alternative shipping service at the cost to us. These cases can include holidays, vehicle maintenance, or a high amount of orders.
When will my order ship?
Orders will be shipped Monday, Wednesday, and Friday. We do not do same day deliveries if your order is placed after 10:00 am. Please allow up to 48-hours for your order to ship out during the weekdays. ACE Coffee Roasters does not ship on Holidays.
For orders that are through Canada Post, you will know when your order is shipped by an email that states "Your order is ready" followed by the fulfillment details such as your tracking number. You can also see the status of your order by logging into your account on our website. We are not responsible for package once it leaves our warehouse and enters the hands of Canada Post.
For local delivery orders you will get SMS notification - if a phone number is provided at checkout - with a two-hour timeframe on when you can expect your package. You will also get another SMS notification on when it is delivered. These SMS notifications also give you a link to track it live.
For pickup orders you will receive email updates on the status of your order, including its approximate pickup time.
Do you deliver donuts?
We do not deliver our donuts. Our bakery produces these fresh every morning and the integrity of the product is compromised due to the level of coordination needed for an item that does not travel well. If you want our product at its best, you can visit our three locations.
Do you sell ground coffee?
Yes we do! In store we grind at the moment of purchase. For delivery orders we grind right before the package leaves the facility. We do not ground coffee before packaging and sealing the bags. We have a resealable zipper on the back to keep your ground coffee as fresh as possible. This means we remove the tab to open the zipper so that we can ground your coffee.
Whole bean is undisputedly the best way to store coffee in packaging to keep the flavor at its peak. It's also for this reason that we do grind upon request and at the moment of sale. This is so the coffee oxidizes for the least amount of time before its use. It's a method to limit stale, flavorless pre-ground coffee - due to it sitting for a few weeks - from getting into you hands.
Why won't my gift card work when I order for pickup?
Unfortunately, our pickup feature is developed as an app and program by a third-party developer. This means our gift cards are not compatible with it. The bright side is we have two other convenient ways to order. Visit us or order for delivery!
Who do I contact about my online order?
You can contact production at firstname.lastname@example.org anytime, or call us at (780) 244-0223 Monday to Friday between the hours 6:00 am and 2:00 pm.