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Shipping & Return Policy

We work hard to source only the best products and equipment available. No matter what you order from us, you can be sure that it is a product that we believe in.

Shipping

We roast all coffees on the same day that they are shipped. We aim to ship all items within two business days of the day the order is placed. In some cases, this may not be feasible. For that reason we ask that you please allow up to 7 business days for orders to ship.

Orders are shipped via the courier service that you select during the checkout process. These include Canada Post, Purolator and UPS for residential deliveries. For commerical addresses we also offer shipping via CanPar but this option is not selectable during the checkout process. For that reason we review the best shipping available for all commercial orders and provide that for our customers. If this deviates from the courier that you've selected we will contact you to confirm your acceptance of this method.

Shipping costs are calculated at the time of your online checkout.  Shipping fees are never marked-up. You pay the price we are charged.

Returns

We love our products! And we want you to love our products too. But we realize that sometimes things can go wrong. If you’re unhappy with your purchase, for any reason, please contact us and give us an opportunity to make things right. Please do not ship an item to us for return unless instructed to do so by Jack Wagon Coffee Company.

Unfortunately any perishable food products cannot be accept for return. This includes roasted or unroasted (green) coffee. If for some reason you are not happy with your coffee purchase, please contact us.

Our return policy is limited to 30 calendar days. If 30 days have past since your purchase has been processed, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be either:

  • New/unused products (in original packaging) with receipt, for exchange or refund within 30 days of purchase, or

  • Used products with a manufacturer’s defect can be returned, with receipt, for exchange or refund within 30 days of purchase.

Broken glassware/mugs cannot be accepted for return (with the exception of an obvious manufacturer defect). For items that have a manufacturer’s warranty, please refer to the warranty card that accompanies the product for service, support and the manufacturer’s return policy.

Be aware that any equipment we sell is only intended for home (non-commercial) use. By using it for purposes other than those intended you will void the manufacturer’s warranty. Jack Wagon Coffee Company cannot refund or exchange products that have been used for purposes other than those intended. All items purchased and eligible for return must be returned according to the manufacturer’s return policy with all original parts, accessories and manuals present. Items must be re-packaged in the original retail display box.

Items being returned to Jack Wagon Coffee Company are required to be shipped to us in its original packaging and at your own expense. Jack Wagon Coffee Company is not responsible for paying any shipping or other fees associated with the return of any products. We cannot accept collect or postage-due return shipments, and are not responsible for uninsured packages that are lost in transit. All returns are to be shipped via a courier or mail service that provides tracking. We recommend shipping insurance for your return items as well. If a returned item is lost or destroyed in transit, we cannot credit you for the return.

Upon receipt of your returned merchandise, we will verify the condition of the return as described and promptly process your refund.

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