Frequently Asked Questions

Check most frequently asked questions here, if you still need help then please contact us at info@acecoffeeroasters.com

General

Currently, as of September 1st, 2021 - we are not able to accept pre-orders or deliver our donuts. Our bakery produces these fresh every morning, and we find the integrity of the product is typically compromised due to the level of coordination needed. We will update you if anything changes. For now, if you want our product at its best, you can visit our three locations. 

We do not price match equipment, coffee, or any other product we carry. 

Manufacturing or service mistake includes:

  1. Coffee Roasting Process
  2. Blending Process
  3. Packaging Process
  4. Grinding Process
  5. Order Preparation Process


We will always accept a return or exchange, whichever is preferable to the customer if there is a case of non-conformance related to the manufacturing or service process. 

Real-world scenarios of mistakes (non-conformances) are:

  1. Customer receiving the wrong grind size
  2. Customer receiving a different item than what their order prescribes
  3. The batches of coffee that make up the blend contain plenty of missed goals.
  4. Debris, dust, and other non-coffee matter inside the bag.
  5. Receiving the wrong size of filters.
  6. Coffee at the time of purchase was over twenty-one (21) days or older from the roast date.

If you require an exchange or return on your purchase, please email orders@acecoffeeroasters.com and someone will respond ASAP with further direction.

Subscriptions

Simply sign in to your Online ACE Portal account and make the necessary changes. If you’re having trouble with the functionality of the portal - reach us at info@acecoffeeroasters.com. You must have an activated account to make changes. 

You are able to update the following:

  • Billing Information
  • Shipping Address
  • Skip a delivery
  • Edit next order date
  • Add a one-time product to a subscription
  • Add a discount
  • Cancel a subscription

Please visit your Customer Portal, and follow the these intructions once you are logged in. 

To add a discount code to your subscription:

  1. Login to your customer portal.
  2. Click Edit on the Subscription you’d like to discount.
  3. Click Add discount.
  4. Enter the code and select Add discount.

Please visit your Customer Portal, and follow the these intructions once you are logged in. 

 

One-time products can be added to your subscription order. Login to your customer portal to add products:

  1. Click the Subscriptions tab and select Edit next to the subscription you want to add a product to. 
  2. Hover over the product you want to add and select Add one-time. This automatically adds the product to your shipment. 

You can also add one-time products using the Add a Product button on the Subscriptions tab.

To manage or delete a one-time product:

  1. Click the Delivery schedule tab.
  2. Select Manage add-on.

Shipping

All Residential Orders are prepared for pickup daily during the weekdays between 8:00 am and 2:00 pm.

The estimated transit time is one (1) business day for Purolator and Canada Post. This is dependent on where you live. We also offer local pickup Monday to Friday. Please allow up to 48-hours for your order to ship out during the weekdays. ACE Coffee Roasters does not ship on Holidays or weekends.  

We have a three-step process to ensure that the orders are correct, and use shredded paper - as needed - to ensure that packages arrive safely. We will choose the least amount of boxes as possible. 

We ship all residential orders over $100 requiring a signature at delivery/hand-off. If you are not able to be present for the delivery you will have to pick it up at the nearest postal office of the chosen courier. 

If you find yourself in a situation with damaged goods, please consult our "Damaged or Incorrect Items" section.

We offer local pickup Monday to Friday at our 10055 80th Avenue location. Please come to the front bar under the follwoing conditions:

  1. You received an email stating that your order is ready for pickup.
  2. You are able to provide an order number.
  3. The hours are between 08:00am MST and 16:00pm MST.

ACE Coffee Roasters may ask you to come back at a different time if one of those conditions are not met.

Returns

There is a 14-day grace period from date of purchase on returns or exchanges on equipment items. They must be unopened and unused. If we find an open item, we can not refund for full-value. A 20% restocking fee will apply.

Please note that all shipping costs cannot be refunded. Please visit Canada Post enter the Canada Post Return ID Number "PR556314" to receive a prepaid label or visit us if all three (3) Conditions are met:

  • Original packaging in place
  • Product has no signs of wear and/or use.
  • Customer has a receipt.
    • Or the customer knows the method of payment, order number or date of visit so we can find the receipt.

If you are local you can visit our 10055 80th AVE location to process it. Please bring your Order # or Receipt to proceed with it. Our professional baristas will ask a series of questions as part of our commitment to continuous improvement.  If we find an open item, we can not refun for full-value. A 20% restocking fee will apply. 

Coffee is non-refundable. Special cases will be made only if there is a case of non-conformance. If you require more information on what that constitutes, please see above.

Any extra shipping costs will be invoiced and billed back to the customer. There is also a 5% processing fee that will be held back if a refund is the chosen route. 

All sales are final on all categories including, but not limited to the following:

  1. Brewers
  2. Filters
  3. Carafes
  4. Kettles
  5. Espresso Accessories
  6. Grinders

If you have a Baratza or Moccamaster unit, it is elligble for warranty and repair through the manufacturer. If we received an item that is open or used as a return we will not refund for full-value.

Damaged or Incorrect Items

Once the package leaves our warehouse, we are not responsible for packages that are delayed in transit, lost in transit, or packages that include liquids and are damaged in transit. Please contact us at orders@acecoffeeroasters.com, and we will try to get a replacement out to you as quickly as we can. 

Sometimes, logistic companies delayed packages due to high demands, full parcel boxes, or miscommunication. If your order has not arrived when it was suppose, please be patient and let us know at orders@acecoffeeroasters.com and we will file a report alongside you.

The window to submit the claim for missing items or incorrect items is 14-days from delivery. We will replace it or send something as soon as we are able. 

Please email us at orders@acecoffeeroasters.com (found at the bottom of any email you receive from us, such as your order confirmation emails) or through our online chat to fix these issues sooner. If you are sending something back to us, please visit Canada Post  enter the Canada Post Return ID Number "PR556314" to receive a prepaid label.

We can help expedite the process. Please email us at orders@acecoffeeroasters.com with your situation, and visit Canada Post enter the Canada Post Return ID Number "PR556314" to receive a prepaid label. That way we have a heads up on what we are receiving and why. 

If it is a unit from Baratza, Moccamaster or Eureka we will be able to replace it. Please note, that if we find the unit in operating condition we will not be able to refund or exchange for full value. There will be a 20% restocking fee applied. 

Loyalty Points

Fret not! If you still need to add your email and collect points, there is a 24-hour window where you can visit in person at the appropriate location you made the order to have it corrected. Unfortunately, all data from our POS is erased after 24 hours, and this can not be solvable remotely.

First, you must activate an account on our website. Our system needs your email address to track points. The easiest method is to send yourself a copy of your receipt through email. The other popular method is to notify your barista beforehand that you collect points, and they will add you to the cart. Occasionally, we also send out bonus ways to earn points through emails. We recommend signing up online.

Unfortunately, Gift Cards do not work.