Hello!

We're here to help! info@dispatchcoffee.ca

+ Subscriptions and billing
+ When does my next monthly delivery ship out?

1. Login your account using the Account icon on the navigation bar at the top of this page.

2. In the "Manage My Subscription" section, you will find the next forecasted charge date. Your next month's order will ship out within two business days after each monthly recurring charge date. You can add 1-5 business days for our third party delivery providers to get this parcel to you. A tracking number is provided if you have selected ground ship.

+ When do I get charged for my monthly subscription?

1. Login your account using the Account icon on the navigation bar at the top of this page.

2. In the "Manage My Subscription" section, you will see a date at the top of your account for your next order. It is on this date that your credit card on file will be charged.

+ Can I skip my monthly coffee plan?

Yes, in order to change the status of your subscription, sign into your account to access the "Modify Your Plan" section, and select "Pause" (1, 3, or indefinite time) or "Adjust next order date" to update your coffee plan. If you unpause your account, your default next order date will be 24 hours later. We will always send you an e-mail notification 72 hours before your upcoming charge.

+ Why do you only ship subscriptions monthly?

Our current decisions to ship on a monthly basis is rooted in several core values that consider you and the environment:

  1. Saving you money on four weekly shipments or bi-monthly shipments of coffee, instead of one, flat rate shipping cost per month for one box of all the coffee you need for that month.

  2. Shipments mean carbon emissions and packaging materials/waste. The more shipments we reduce, the less carbon impact we have. We believe in monthly shipments of the volume of coffee you need for that month, over sending you your monthly volume via 2, 3, or 4 shipments.

  3. We value simplicity and utility, and the ultimate objective of our subscription service is to supply you with your personalized monthly need of coffee beans. The reason we ask a few questions when you first build your subscription is to ensure we deliver the perfect amount of bags for one month for you.

This volume can be adjusted month to month, as coffee needs change. That said, a concern we hear often is that many bags shipped once a month will mean brewing "stale" coffee. Our response to that is that "Fresh off roast", though popular wisdom would have you believe, is actually not best. Our industry has marketed coffee "fresh off roast" , but our shelf-life tests have indicated that our coffee is best for brewing roughly 7-10 days off roast. This is because coffee needs to "rest" after it has been roasted. The chemical charge and remaining activity contained in the roasted coffee bean can act as a buffer from water binding to the ground coffee and extracting the yummy stuff that enters your mug. Additionally, so long as you do not open your coffee bags until you are about to brew them, no oxygen can enter our coffee bags, and contribute to oxidization that would otherwise degrade the coffee beans. Simply put - if you get 4 bags delivered to you, and you only open them when you are ready to brew for a consecutive number of days, each bag, once opened, will be optimal 10-30 days after it's opening. Most people don't consume 333 grams of coffee in more than 15 days. Further more, even beyond 30 days off opened will not incur a loss of volatile aromatics and complexity that is majorly perceivable, and to us, not worth the cost and environmental consequences associated with multiple delivery of small  "fresh off roast" parcels.

This said, we are continuously optimizing our subscription service and feature based on your feedback and needs, and our service may evolve over time. 

+ How do I change my email or password?

Enter your account and scroll down until you see the “change password” section. If you cannot access your account, click the Account icon on the top navigation bar, on the Login pop up window, you will see a prompt to Reset Password. Follow the instructions ensuing in your e-mail!

+ How do I pick up in store?

You will receive an e-mail notification when your order is ready for pick up.  For local subscribers, in store pick ups will always be Thursdays as of 10 a.m. (EST)  You can always refer to your ship out date in your Account. Show up at the cash and you will be asked to present a piece of identification to claim your delivery!

+ What forms of payment do you accept?

We accept most major credit card providers, such as Visa, Mastercard and Discover. Unfortunately, at this time, we cannot accept American Express, money orders, e-transfers, cash, or cheques. 

+ Sustainability

+ Where does your coffee come from?

From many places and people!

We buy the vast majority of our coffee from small-scale farmers and co-operatives. Research supports that supporting cooperatives has more widespread positive impact throughout the community than is common when purchasing from individual businesses, such as independently owned estates or larger farms. 

From there, we work primarily with trusted intermediaries called importers, who work to move our coffee from the country of origin to our warehouse and roasting facility in Montreal. In 2019 and 2020, we worked with the following importers for at least two coffees:

  • Crop to Cup

  • Atlas

  • The Coffee Quest

  • Interamerican

  • Red Fox Coffee Merchants

  • Semilla Coffee

LEARN MORE

+ Is your packaging compostable/biodegradable?

Yes! Our bags are 100% biodegradable and decompose in a backyard compost, commercial compost facility, or at the landfill (including the one-way degassing valve which promotes freshness and prevents oxidation.) Simply throw them into your compost or garbage when you are done (do not recycle). For more information about this packaging, check out our packaging supplier TekPak Solutions.  READ MORE

+ Is your coffee organic?

In short, no, because we do not believe Organic Certification to be the highest impact way to improve farm-level and coffees carbon footprint (to read the nitty gritty that forms this opinion, scroll down below). We consider the environmental impact of coffee production and our entire supply chain, and stand committed to reduction of our businesses carbon footprint in the following ways:

- We donate $0.01c (USD) per pound of coffee to World Coffee Research whose mission is to create a toolbox of coffee varieties, genetic resources and accompanying technologies and to disseminate them strategically and collaboratively in producing countries to alleviate constraints to the supply chain of high quality coffee. In 2021 this contribution was $721 USD - We invest in biodegradable packaging for our coffee bags, in 2021 that was 23,443 coffee bags redirected from long term landfill - We compost at 2 on 4 of our cafe locations - 40% of our e-commerce deliveries in 2021 were effected by carbon neutral shipping methods (bike courrier, picked up in store or our zero-net ground ship partners Boxknight) Nitty Gritty: To earn organic certification, coffee farmers must use an agriculture system that produces food-supporting biodiversity and enhances soil health. They can only use approved substances and organic farming methods. Many of the coffees that we buy adhere to all the principles of organic farming, but the farmer or cooperative simply has not paid to have the organization certified, or has failed to meet the criteria due to small matters that would not otherwise contradict the principles behind the certification. Achieving certification is a costly and long-term process that many farmers struggling in cyclical poverty cannot access. For this reason, we support and encourage smallholder farmers who practice ecologically sustainable farming practices, whether or not they are third-party certified, on their pathway to obtaining organic certification, or  already certified.

+ Is your coffee fair trade?

Of our coffees purchased in 2021, 13% were certified Fair Trade Certified, but 100% paid above Fair Trade FOB price. by 120%. Additionally, 27% of our coffees in this period contributed to improvements to Health Care or Food Security, 26% supported women-driven businesses and 40% of them supported youth development and education. Fair Trade guarantees that a minimum premium above the commodities price for coffee $1.40 USD per pound (Paid to the exporter, not the farmer, so the farmer may earn 50-70% of this depending on the supply chain) for their coffee. Across many reputable studies the known cost to produce 1 lb of coffee for the archetypical small scale farmer ranges from $1.30 USD to $1.50 USD. Our  average Farmgate price 1.86/LB USD. The past five year average commercial price for a pound of coffee is $1.10/LB USD. All this to say, a certification is not a replacement for pricing or supply chain transparency and coffee producers may still earn less than their operating costs, even in a Fair Trade certified supply chain. Our vision of responsible sourcing includes certifications, but is not limited to coffees that have them. Why? Because certified coffees can contribute to the development of  a sustainable industry, but they are not the only, and not always the easiest or price accessible pathway for a farmer or farmer group to adopt. READ MORE

+ Is your coffee direct trade?

In short, no, and we do not  associate this phrase with a high(er) impact way of purchasing coffee than how we currently do. We will try to unpack this further here:

“Direct Trade” is a model that favours the elimination of intermediaries between producers and roasters. It is important to highlight that “eliminating intermediaries” does NOT necessarily means more money goes to the farmers than when coffee is traded through intermediaries like importers:

“Direct Trade” has been commonly defined in our industry as an approach to purchasing coffee from the farmer to the roaster. This may be possible in certain producing countries, and with certain farm archetypes where farmers have the foundational structures in place to export their own coffee and access markets abroad. However, there are many millions of farmers who rely on cooperatives, collection centres, mills and exporters to move to the roasting phase of the distribution chain. This is the prevalent  structure in most of the producing countries where our coffees come from..

Decreasing intermediaries does not inherently lead to increasing income for farmers 

In some form, all coffee is traded through intermediaries. Not only is there a wide variety  of “farm archetypes”, but there are also a myriad of intermediary structures between farmers and roasters. All coffee must move through four primary steps before final consumption, and in each of these stages, there can be multiple local actors or agents required to move coffee from one step to the next: from cultivation (in producing country), to  processing into green coffee (in producing country), to  roasting (generally in consuming country), and, finally, to d) packaging/retailing (generally in consuming country).

We choose to purchase most of our coffee from smallholder farmers (holding less than 10 hectares of land) because research supports  that this is where we can have the greatest impact, both economically and socially. Smallholder farmers tend to be the  most vulnerable coffee producers, and those with the  least market access  in the traditional coffee supply chain. They are also plentiful - over 25 million of them produce 80% of our world’s coffee. 

In order to access smallholder farmers, informal producers associations, and cooperatives, we need to work with intermediaries. Importers, the intermediaries that we most frequently communicate with, are carefully selected business partners. We require that they  share key aspects of our vision toward increasing farmers’ economic agency, and they often have long standing relationships with cooperatives  and smallholder farmers. All of our importers have active, on-the-ground presence in the producing countries they represent, allowing them to  provide pricing and impact traceability to buyers like us, and to better understand the personalized needs of each farming community. 

The positive impacts of "Direct trade” are only as effective as the roaster who is buying the coffee. Traditionally, roasters hold the largest margins of any intermediary in the coffee supply chain. If direct trade is able to transmit more of the roaster’s costs directly to the farmer, thereby increasing the farmer income, this is good, in principle, but direct trade can just as easily enable roasters to simply keep more of the total margin without meaningfully increasing the farmer income, and furthermore without  supporting  the operations of value-driven importers like those we choose to work with.

+ Shipping and returns
+ Our shipping options across Canada

Quebec/Ontario $10 flat rate shipping FREE shipping on orders over 30$ Rest of Canada/US $12 flat rate shipping FREE shipping on orders over 30$ For Montreal Customers Only: FREE Bike Delivery We are delivering by bike three days / week. Delivery zone ranges from Iberville to the E / HWY 40 to the N/ Decarie or Angrignon to the W / water to the S. You will receive a shipment confirmation e-mail when your order is out for delivery.

FREE pick up in store at our Cafés at 4021 Boulevard and 267 St-Zotique O. You can pick up anytime after your order has been placed, during operating hours of our café. Bring a piece of ID and your Order Confirmation number!

+ Our Return Policy
  • Coffee beans are non-returnable and non-refundable

  • Coffee Subscriptions that have been processed are not refundable. You can enter your Account and cancel your next month’s delivery up until your next order is processed. Your next charge date is indicated in your Account. We always remind you two (2) days before we charge you.

  • Unused Equipment - Equipment unused and in original packaging can be returned and fully refunded within 30 days of purchase and order confirmation. E-mail us at info@disptachcoffee.ca to inquire about a return. Your refund will be processed in your bank account approximately 5-10 business days after we receive the returned equipment.  Original shipping charges are non-refundable.Shipping charges incurred in connection with the return of a product are non-refundable.

  • Used Equipment is non-returnable and non-refundable see manufacturer's warranty when applicable.

+ Coffee product and how to brew

To get detailed step-by-step Preparation guides for the most common brewing methods at home go here!

+ Is your coffee roasted for filter or espresso?

There is not significant variation among our roast levels or colours - all could be described as medium/medium-light. We differentiate our coffees by where they come from. We roast each of our coffees to be sweet, clear, and versatile enough to taste delicious as both espresso and filter. When we roast a coffee, we develop a recipe that will represent it to its fullest potential, no matter how you brew at home. For those who prefer certain flavour profiles for their favourite brewing methods, feel free to let us know what you're looking for and we'll be happy to help you find it: info@dispatchcoffee.ca 

+ What represent the flavour notes on your coffee packaging?

No we do not add flavouring to our coffee! Our tasting notes are the aromas and tastes that we perceive in the cup when we source, grade and taste each coffee origin in our production facility - these flavours are 100% natural and intrinsic in the coffee bean and come from many variables such as the geographic region, plant varietal and processing method of that coffee. Coffee is the seed of a fruit called a cherry and just like grapes for wine, a coffee fruit from Ethiopia or Guatemala will taste entirely differently. A large part of our product philosophy is to highlight each origin's unique flavours, instead of standardizing the taste of all of our coffees with the roasting process.

+ How do I make my coffee less bitter?

Bitterness is a characteristic of over-extracted coffee which means that ground coffee has been in contact with water for too long. The quickest variable to modify that may reduce bitterness is coarsening your grind by one grind setting. This will allow water to flow through the coffee bed at a faster rate and reduce over-extraction. Do this while using the same dose of coffee until you find your desired sweet spot.  You can check out our how to brew page for more tips on optimizing your brew, or reach out to us with questions at info@dispatchcoffee.ca

+ Covid-19
+ How does COVID-19 Affect shipping?

We are currently not experiencing delays across our third party shipping providers! For our Montreal customers we encourage you to opt for Bike delivery or Pick-Up In Store for the fastest service.

+ Are your cafés open?

Yes! All of our cafés are open. You can refer to our locations page to access most current announcements and store hours.