FAQ
Highwood Coffee
FAQ
Q: How often do you roast?
A: We typically roast as needed. For example Mountain roast we roast 2-3 times a month it’s our most popular. We roast 20-40lbs at a time or more if needed. We roast small batches and sell it on the website until sold out. then roast more. Sorry we’re not big enough yet to roast to order. Our goal is to have a little shop with a bellweather roaster and roast everything to order in the future.
Q: Do you own your roasting equipment?
A: To address the question directly, no, we do not own our own roasting equipment. Instead, we utilize a timeshare arrangement and pay consulting fees for each batch of coffee we roast. Operating in an AHS-approved facility and gaining experience with three different roasters can be costly. While some of our competitors may have their own small roasters in personal spaces like garages or sheds, we prioritize transparency and compliance with all necessary regulations. We can provide documentation such as AHS facility approvals, insurance, licenses, and various retail business documents upon request.
In our current setup, we have access to roasters ranging from 2.5kg to 50kg capacities and have developed our own profiles for different coffees, including the Chimbu blend. While this arrangement may reduce our profit margin, it serves as a crucial first step toward our long-term goal of establishing a retail location. With continued support from customers like you, we aim to realize our vision of offering exceptional coffee and wholesome meals. Your support is instrumental in making this dream a reality, and we're grateful for every step of the journey.
Q: When will my order ship?
A: At Highwood Coffee, we aim to ship orders promptly, typically on Saturday’s and Wednesdays. Some orders are processed next-day or even same-day; however, occasional delays of up to 72 hours may occur due to factors such as roasting schedules. To ensure a smooth experience, we kindly ask for your understanding and allow up to two business days for order processing in addition to the quoted shipping time.
Please note that the cutoff for Saturday/Wednesday shipping, including subscriptions, is the preceding day at noon MST. If you have any questions or concerns regarding an upcoming shipment, please don't hesitate to reach out to us at sales@highwoodcoffee.ca. Your satisfaction is our priority, and we're here to assist you every step of the way.
Q: Does coffee come ground or in whole beans?
A: Our coffee is always shipped in whole bean form to ensure you are getting the freshest and best quality coffee.
Q: What kind of shipping should I choose for my order?
A: Based on your postal code the website will automatically choose for you. However there are a couple options available to get your order to you when you need it. We can ship using Canada post pre-paid boxes but only if you email us at sales@highwoodcoffee.ca. We will invoice you and prepare your order and email you the tracking information. Sorry our website isn’t all that smart.. The pre paid boxes are expedited shipping so it should come pretty fast.
Q: I placed an order, but haven’t received my package yet, and I ordered it awhile ago; where is it?
A: Two answers really.. Are you Canada wide shipping or YYC and area? If you’re YYC and area and didn’t recieve your bag email us right away. if you’re a new customer we take a picture of the bag on your doorstep. We also will finalize the order with “Delivered by James” for the person who delivered it and the method would be either EV express our ev, or Gravel express bicycle, or Ebike Express or Big Blue Express van. the website puts the words together oddly as if it was numbers so it might look like “bigblueexpressvan” If you get this Then it’s been delivered and on your door step. if it’s not there then email us we’ll show you a picture if it’s the wrong address we’ll figure it out. if it’s gone we’ll likely give you one more but arrange a time that you’re home to deliver from then on. We do have a couple addresses that we need to do this unfortunately. Also if you’re in an apartment we will likely contact you to make arrangements to deliver when you’re home. Also speaking of this. A couple of our clients have purchased potted plants/fake plants. and we place the bag behind the pot so it’s hidden.. it seems to work for them maybe consider this if you have a very open front entrance. Okay second answer Canada post Canada wide delivery. If you haven’t received your order use the tracking number in the email to see where it is. you might need to contact them for additional information. If it’s completely lost then contact us and we’ll work with them to get our money back and to get you a new bag. (this hasn’t happened yet with Canada post) Now we used to use FedEx and mailed coffee to usa it disappeared. we did get our money back and then shipped Canada post which went usps and got to the location. (yes usa is in little letters on purpose mainly because of the administration)
Q: Do you offer free shipping?
A: We currently offer free ground shipping on orders of $70 or more within Canada. For local delivery our minimum is 2lbs or approximately $35 or more and pick up at the market is always N/C shipping for any size order. email us @ sales@highwoodcoffee.ca for more information about pick up’s or view our instagram posts on when we’ll be at the market next.
Q: Do you offer free Local delivery?
A: We currently offer free local delivery on any coffee order 2lb or more. This means every YYC order of at least one bag of coffee 907g is delivered to you free of charge. How could you say no?
Do you ship internationally?
A: Maybe.. Do you really want it? Shipping is extra email us and we’ll get you a quote. (happy to ship to EU,Oz,NZ,etc) No usa… due to the current administration.
Q: Can I make changes to or cancel my order?
A: We try to ship your coffee order to you as soon as possible, therefore once payment is accepted and the order is confirmed, it is immediately in process to be shipped. There is a small window of time where we can pull the order out before it is physically packed. However, this means NO changes can be made to your order once it is placed, but we can cancel your order completely to start fresh. If you need to cancel your entire order, please email us at sales@highwoodcoffee.ca as soon as possible with subject line "Cancellation", your order number and full name and we will try our best to help you out!
Q: What is your return policy?
A: We will consider returns on a case-by-case basis. However, opened coffee and tea are not refundable.
Returns on equipment items and unopened coffee, as approved and in cases when the error was not ours, must be shipped back to us at the customer's cost. Returns are refunded only when the item is received back at our office and after we have verified that original packaging is still in place.
We are not responsible for uninsured packages that are lost in transit.
Please contact sales@highwoodcoffee.ca and we will get back to you as soon as we can.
Q: How many emails will I receive and is Highwood Coffee CASL Compliant?
A: Yes we strive to be CASL Compliant. We DO NOT advertise outside of our own platform. You will only receive advertising emails at most 12 times a year. and only if you’re subscribed.
If you purchase from us you will receive 3 Emails. Confirmation with what you bought in receipt form. the second email you will receive is the Out for delivery email which means your order is either on a truck/at the post office to be delivered or has already been placed on your door step. The third email is a follow up email asking how did we do? These 3 emails are Transactional and are allowed under CASL we will not sent anymore emails from this point unless you order again. If you wish to not receive these transactional emails then send us an email with your order and we’ll send an online invoice and mail or deliver it with no additional communications. We have reviewed the https://crtc.gc.ca/eng/com500/faq500.htm website now for the second time since opening today Jan 01/26 and it looks like we’re still acting inside the regulations.