Shipping FAQUpdated 2 months ago
How long will it take for my shipment to arrive?
Our roastery and production facility operates Monday-Friday, with the exception of public holidays. Canada wide orders placed before 3pm EST are shipped the following business day, orders placed after 3pm are shipped within 2 business days.
Orders shipping to the US are typically shipped within 2 business days.
Below are the estimated number of business days for delivery by region once the order has been shipped:
Ontario + Quebec – 1-2 Days
Manitoba, New Brunswick, Nova Scotia + Prince Edward Island – 3 Days
British Columbia, Alberta, Saskatchewan + Newfoundland – 5 Days
Northwest Territories, Yukon + Nunavut – 5+ days
Remote addresses / PO Boxes are delivered by Canada Post and may require an additional 1-2 business days.
Metropolitan U.S. areas – 2-3 Days
Rural U.S. areas – 4 Days
*not guaranteed. These are estimates based on average shipping times. It is possible for orders to arrive earlier or later due to a variety of factors.
Sale orders
Online customers should expect a 3-4 day shipping delay in addition to normal ship times below due to high volumes. Please note public holidays may extend these times. All online orders during the sale are final. Offer cannot be applied to previous purchases. We are unable to cancel or modify orders once submitted.
Ordering to a business or commercial address
If shipping to a business address please add the business name in the shipping address.
Who are your shipping providers?
Our default mail courier for standard shipping is UPS Ground. Orders may be shipped with UPS, FedEx, Canada Post and DHL (US shipping only).
For quick and easy service, we automatically select the best provider for you based on the address entered at checkout. In certain circumstances, deliveries may be delivered by Canada Post regardless of the method selected at checkout. This can include orders shipping to PO boxes, particular rural addresses and other unique circumstances.
How much does shipping cost?
We offer free Canada-wide shipping on all orders over $45 CAD, for orders below $45 CAD, shipping is $10 within Canada. Additionally, we offer FedEX Express air service for quicker out of province delivery to applicable regions for a surcharge of $6 CAD on orders over $45.
There is a $20 shipping fee to the USA orders are shipped with DHL.
Can I make an order online and pick it up in person?
Unfortunately we do not offer pickup for online orders at this time, but you can shop in person at any of our cafes! Try visiting our cafe locations for retail purchases such as coffee bags, brewing equipment and merchandise.
Orders can also be placed for pick up at one of our cafe locations up to two days in advance through the Pilot Coffee Roasters app. You'll need to create an account, and if you have a Loyalty Rewards account already set up for in store orders, you can sign up with the same phone number to connect your app for points.
Please note in store and in app accounts are not connected to your online account and online orders are not eligible for points at this time.
My tracking number isn't updating
Tracking numbers can take up to 48 hours to update. If you’re still experiencing issues after that time, it is best to contact the shipping provider directly.
Note: We will always help customers locate their in-transit orders, but inquiring with the shipping provider is usually the quickest way to get updates once a package has left our roastery.
My order is delayed
If we are experiencing unusually high online orders volumes there may be a delay preparing your shipment. After a sale, for example, customers should expect a 3-6 days delay before their orders are packed and ready to ship.
If your order is delayed while in transit, please first contact the shipping provider for more tracking information. If the tracking is not updated within the amount of time advised by the shipping provider, please reach out to our customer success team here for further support.
Do you ship internationally?
At this time we are only offering shipping to Canada and the United States. Please see our estimated shipping times listed above.