Find answers on how to make changes to your recent order or what customizations are possible when placing your next online coffee order.

<h2 id="isPasted">Will my coffee be freshly roasted when I receive it in the mail?&#xA0;</h2>Absolutely! We roast and ship your coffee Monday through Friday, except on public holidays. For the best result, we recommend letting your coffee rest for 3-5 days for most brew methods or 5-7 days for espresso after roasting. This allows the beans to release CO2, resulting in a more flavorful and clear cup. Enjoy! Where is my order?Once your order has been shipped a shipping confirmation email will be sent to the address the order was placed under. Orders are typically shipped within 1-2 business days after the order has been placed. If it has been longer than 2 business days and you have not received a shipping confirmation, please check your other inbox filters.&#xA0;If you placed an order through your account, you can view the status of your order on your account page, if the status says shipped the tracking number will be visible on the order record page.&#xA0; If you&apos;re still unable to retrieve the tracking information for your order, please reach out to our Customer Success team at <a href="mailto:hello@pilotcoffeeroasters.com">hello@pilotcoffeeroasters.com</a> and they would be happy to help you find your order. Can I get my Coffee Ground for Espresso? We&apos;re sorry to say we&apos;re unable to offer an espresso grind for online orders. However, if you visit our store or place a cafe order through our app, the baristas can help you using our cafe equipment. We&apos;re here to make sure you get the perfect cup! <h2 id="what-is-the-grind-size-of-the-ground-coffee-option">What is the Grind Size of the Ground Coffee Option?</h2>Our ground coffee option is a coarse medium grind suitable for Auto Drip, French Press, Pourover and Aeropress brew methods. For further guidance on grind settings please visit our&#xA0;<a class="fr-strong" href="https://www.pilotcoffeeroasters.com/learn/brew-guides/" rel="noopener noreferrer" target="_blank">Brew Guides</a>. <h2 id="what-does-the-order-status-order-in-process-mean">What Does the Order Status &quot;Order in Process&quot; Mean?</h2>When your order is placed the status will be &#x2018;order in process&#x2019; until the order has shipped. Once your order has been fulfilled the status will be changed to &#x2018;shipped&#x2019; and a shipping confirmation email including a tracking link for your order will be sent. <h2 id="can-i-make-a-change-to-my-order">Can I Make a Change to my Order?</h2>Unfortunately once your order has been placed we can&apos;t guarantee that changes can be made to your order, but if you notice there is an error shortly after the order has been placed, please reach out to our customer success team and they will do their best to assist.&#xA0;To request a change to your order please reach out to our customer success through email: <a data-fr-linked="true" href="mailto:hello@pilotcoffeeroasters.com">hello@pilotcoffeeroasters.com</a> <h2 id="theres-an-error-in-the-address-can-this-be-fixed">There&apos;s an Error in the Address, Can this be Fixed?</h2>Our customer success team will do their best to ensure that your order is delivered to the right address. If you notice any errors or need a change made to the shipping address please reach out to us here or at <a data-fr-linked="true" href="mailto:hello@pilotcoffeeroasters.com">hello@pilotcoffeeroasters.com</a> and we will assist you shortly.&#xA0; Do you offer custom label wedding favours?Unfortunately we don&apos;t offer custom label coffee bags, but we do offer a bulk discount on 300g bags for quantities of 20+ bags ranging from a 10-25% discount. For more information on bulk coffee orders, please check out our page <a class="fr-strong" href="https://www.pilotcoffeeroasters.com/about/corporate-gifts/" rel="noopener noreferrer" target="_blank">here</a>.&#xA0;Why is my discount code not working?Your discount code may not be working if it is not eligible towards the items in your cart, or if it is stacked on top of another discount, please check the terms and conditions included in the email.&#xA0; If you have any further questions regarding a promotion, please don&apos;t hesitate to email our Customer Success team at hello@pilotcoffeeroasters.com

Online Order FAQ

Browse Pilot Coffee Roaster's comprehensive subscription FAQs. Get answers to your questions before your start your subscription.

<h2 id="isPasted">What types of subscriptions do you offer?&#xA0;</h2>We have two different options: prepaid and pay-as-you-go. As the name suggest Pre-paid subscriptions are paid upfront and expire after a pre-set amount of time. The coffee selection for pre-paid subscriptions cannot be adjusted once the subscription has been created. Pay-as-you-go is charged and shipped based on your selected frequency, coffee selection, bill date and payment method can be adjusted between shipments.<h2 id="when-will-i-bechargedfor-my-subscription">When will I be&#xA0;charged&#xA0;for my subscription?</h2>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 charged at the checkout.&#xA0;<h2 id="when-will-i-receive-my-first-delivery">When will I receive my first delivery?</h2>Your first subscription should be ready to ship within two business days of signing up. See the <a href="https://pilotcoffeeroasters.gorgias.help/en-US/shipping-questions-256073">Shipping</a> section of our Help Center for more delivery details. If you&#x2019;d like to request a custom start date, send us an email and we&#x2019;ll make the arrangements for you! &#xA0;<h2 id="what-is-roasters-choice">What is Roaster&apos;s Choice?</h2>The Roaster&#x2019;s Choice&#x2013;which is curated by, you guessed it, our roasters &#x2013; lets subscribers explore our most recent single origin beans. The coffees featured under Roaster&#x2019;s Choice are not publicly announced and rotate regularly, but always represent what our roasters are enjoying at the moment. A great option for the more adventurous coffee lovers out there!&#xA0; This does not include decaffeinated coffee.<h2 id="can-i-change-modify-my-subscription">Can I change modify my subscription?</h2>Yes. Modifying your subscription is as easy as a few clicks. All changes can be made by logging into your Pilot Coffee Roasters account, navigating to &apos;My Subscriptions&apos;, selecting the subscription you&apos;d like to modify and finally choose the action you&apos;d like to take from the action drop down. &#xA0;To get learn more on how to make specific changes to your subscription view our <a href="https://pilotcoffeeroasters.gorgias.help/en-US/managing-your-subscription-255821">Subscription Management</a> help article.<h2 id="ireceivedan-email-that-says-there-was-an-error-processing-my-subscription-what-do-i-do">I&#xA0;received&#xA0;an email that says there was an error processing my subscription. What do I do?</h2>This is usually due to a billing issue. Double-check that all of your billing and payment information is up to date. This can be found in your &#x2018;<a href="https://pilotcoffeeroasters.gorgias.help/en-US/managing-your-subscription-255821">My Subscriptions</a>&#x2019; dashboard. If your issue persists please don&apos;t hesitate to <a href="mailto:hello@pilotcoffeeroasters.com">contact us</a>.&#xA0; Do you have another question not covered above? Reach out to us: <a href="mailto:hello@pilotcoffeeroasters.com">hello@pilotcoffeeroasters.com</a>

Subscription FAQ

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. We can exchange any faulty or broken merchandise, accessories or brewing equipment o

<h2 id="coffee">Coffee</h2>We generally do not accept returns on roasted coffee, but if you are not happy with your purchase don&#x2019;t hesitate to <a href="mailto:hello@pilotcoffeeroasters.com">contact us</a> and we will do our best to assist you.<h2 id="merchandise--brewing-gear">Merchandise + Brewing Gear</h2>We can exchange any faulty or broken 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 <a href="mailto:hello@pilotcoffeeroasters.com">email</a> with as many details to arrange a replacement order.<p dir="ltr" style="color: rgb(0, 0, 0); font-family: Verdana, Arial, Helvetica, sans-serif; font-size: 10px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">&#xA0;

Returns + Exchanges

Send us an email through our contact form

Pilot Coffee Roasters

Everything you need to know before placing your Pilot Coffee order and creating a subscription. Need to make some updates to your recent order? Find help here.

Online Orders + Subscriptions

Online Order FAQ

Subscription FAQ

Returns + Exchanges