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FAQ

General & About Us

Are you a Canadian Company?

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Yes, we are 100% Canadian! ECS Coffee was started in Burlington Ontario in 1997 and is still operated by the same owner!

Where are you located?

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We have 2 locations in Ancaster and Burlington, Ontario. You can also shop online at ecscoffee.com for Canada wide shipping, or curbside pickup at our Ontario store locations. Click here for directions.

What are your Hours of Operation?

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Currently, due to COVID, our hours are Monday to Saturday 9 am to 5 pm and Sunday 10 am - 5 pm. Our website is available for shopping 24/7. Click here to see our most up to date hours including holiday hours.

How long have you been in business?

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Since 1997! Learn more about us.

Are all of your products new?

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We sell brand new products and are an authorized retailer for every brand we represent. We also repair most brands. We do also have an open box sale from time to time, with items that are identified as being open box to our customers in store and online.

Do you price match?

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Yes we do, however there are some limitations to what we will price match - no garage sales! ;) Check out our price match requirements and submit a price match request here.

Are machines available to try out at your stores?

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Yes, we have most of the machines we sell available for demonstration. If there is one in particular you would like to try, please feel free to book a demonstration using our online booking platform here!

Why are some in store prices lower than online?

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We offer in store pricing on some equipment as a bonus incentive to shop in person. Since we save the shipping, we can sometimes pass that savings on to our customers.

Is your stock online accurate?

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Yes, our stock is live and updates in real time. Except when we screw up... which occasionally happens. :P

Do you ship outside of Canada?

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No, not at the moment. We love Canada too much.

Are your prices in Canadian dollars?

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Yes they are.

Who do I contact for Office Coffee Service?

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Contact us at www.ecscoffeeservice.com!

Do you recycle K-Cups / Capsules and if so, which ones?

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We do recycle as part of our recycling program with TerraCycle! We only recycle capsules and k-cups from participating brands. Click here for more details.

Why don't you recycle all k-cups / pods?

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The cost to recycle is about 10¢ per capsule. Some of our brands participate in the program with us, and we cover most of the costs. Not every brand wants to participate in the program however, because they have their own initiatives in place.

Can I purchase individual K-Cup pods in store (mix & match)?

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Yes, you can! Not all brands are available but we have a great selection. During COVID we have to limit customers in our mix & match section due to health concerns, however our staff will assist you in your individual pod selection!

Do you sell wholesale?

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Yes we do. For more information, email our wholesale department at wholesale@ecscoffee.com.

Do you sell to offices or have a program for businesses?

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Yes we do. Check out www.ecscoffeeservice.com for information about our Coffee Service Program or Click Here for information about our Corporate Coffee Program.

I have a coffee subscription. How do I cancel or change it?

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You can cancel or change your subscription online by logging in to your account and clicking "Manage Coffee Subscriptions". Or you could send us an email or give us a call, and we will help you with cancelling or altering your subscription! Click here to contact us.

Products

I was charged tax on apple cider K-Cups. Why?

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Tax is charged on cider and hot chocolate because of the sugar content, unlike coffee which is tax free.

What kind of milk works best in milk frothers?

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Dairy milk works best - plain, boring milk (2% or whole milk - not organic or fine filtered). To see how plant based and alternate milk beverages fair in electric milk frothers, watch our youtube video!

Are your coffees free of nut allergens?

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Yes!

Why isn't the option to purchase an individual k-cup available on all of the coffees you offer?

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We import coffee from around the world. In some cases the prices are much higher, and unfortunately a few of the k-cup options are not cost effective to offer individually.

Do your ECS Coffee Brand K-Cups contain any trace amounts of peanuts or any allergens?

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No they do not. However, some products such as hot chocolate and tea will have additional ingredients, so please check the packaging.

Is there tax on Coffee?

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No, there is no tax on coffee!

Why are some products on your website not available for shipping?

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Some of our products are considered "dangerous goods" that cannot be shipped, such as SodaStream machines that contain C02 canisters in the box, or the C02 carbonating canisters themselves. We also halt Sugar Free Torani shipments in the winter to avoid the glass bottles freezing and shattering in transit.

Which Nespresso Pods do you carry?

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We carry compostable pods for the Original Line Nespresso. See our selection here! We are unfortunately unable to carry the VertuoLine pods. For these, you must visit Nespresso directly.

Are Torani syrups gluten free?

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Most Torani Syrups are gluten free, with only 5 exceptions. Bacon, Caramel Classic, Toasted Hazelnut, Sugar Free Caramel Classic and Sugar Free S'mores all contain gluten. Click here for the full list of syrup gluten information from Torani.

Orders & Shipping

Can I place an order over the phone?

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Our customer service team is available to assist you with placing your order Monday to Friday, 9 am - 5 pm! :) However large espresso or coffee machine cannot be ordered the phone due to credit card security reasons.

Can I place a machine order over the phone?

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All high value orders must be made in store or through our website. It is for credit card security reasons.

When will my credit card be charged for my order?

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When you complete your purchase online, your card will be charged.

Can I use a Visa Debit Card on my online order?

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Yes you can.

Will my visa gift cards work on your website?

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Visa gift cards will work on our website as long as the amount on the gift card covers the full amount of the order. To use visa gift cards of smaller amounts on a large order, you can use them to purchase ECS Coffee Gift Cards, which you can then use on your order.

How can I find out when an out of stock product will be available?

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We have a "Notify me when Available" button that appears on out of stock products. Click this button and enter your email. The minute that product is back in stock, you will get an email letting you know it is available! :)

How do I change my email address for my account?

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We can change that for you. Email webdesk@ecscoffee.com letting us know the email that your account is currently under, and the email you would like to replace it with. Or, give us a call at 1-800-263-3890 and we can do this for you over the phone.

How do you ship your orders?

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We ship via FedEx and Canada post at this time. FedEx is our first choice but depending on a number of factors, may opt to deliver Canada Post.

If you're located close to our store locations, additional shipping methods may also be available to you at checkout.

How long will my order take to ship? To arrive?

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If your purchase is done before 2 pm, it will ship out that day unless there is a stock issue. Once the package has been picked up by Canada Post or FedEx, standard shipping is 1 - 7 business days but most Canadian major cities will see their orders in 2 days. See our shipping page for more details.

How do I cancel an order?

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Call our customer service, or email webdesk@ecscoffee.com.

How do I track my order?

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Once your order has been shipped out, you will receive a tracking number. Visit your Order History in your ECS Coffee Account to see the tracking information for your order.

Why was my order cancelled?

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Your order could have been cancelled because of billing issues, stock issues, or out of season products. In the case that your order is cancelled, we will send you a message to let you know why!

Why is my order delayed?

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If your order is delayed, we would contact you by email or telephone. Usually this is caused by a stock inconsistency or an issue with your order.

Why am I being asked to pay extra shipping?

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Canada is a huge country and the courier companies have extra charges for certain postal codes. Certain remote areas have limited delivery service and this results in extremely high shipping costs. Click here to learn more about remote areas.

Why can't I use my Brew Bucks on my order with a coupon code as well?

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At this time, our website can only process one discount at a time, and Brew Bucks Rewards count as a discount. We recommend choosing the coupon code or reward that will get you the best discount on that order! ;) Brew Bucks rewards don't expire, so you can always use your reward on a future order.

If I buy more than one item, can I get a discount?

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We have sales all the time on select brands, special events and some extra deals for those that shop in store. In addition, our Brew Bucks program allows you to redeem points for discounts and rewards. Sign up for our newsletter to always know when we have limited time sales or coupon codes available!

Can I use more than one form of payment to complete a purchase?

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If you are purchasing in store, you can use multiple methods of payments. However for online purchases, you can only use 1 method of payment and ECS Coffee gift cards. If you have amounts available on multiple payment methods, we recommend purchasing ECS Coffee Gift Cards and using them on your order in addition to your main method of payment.

I'd like to place an order with Sezzle. How do I do this?

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Sezzle is now a payment method on our website! Select Sezzle as your payment method at checkout to place your order with Sezzle and pay in smaller instalments. To learn more about how Sezzle works, click here!

Why does my package require a signature?

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Due to the high value of the order a signature is required. Those darn fraud artists and porch pirates make it necessary.

I am having an issue with my delivery. Who should I contact?

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If you have your tracking number available, your best bet is to call the delivery courier as they can give you the most up to date information about your delivery. However you can always call us, and we will contact FedEx or Canada Post on your behalf.

Service & Repairs

I have a domestic (home-use) machine that needs service, what do I do?

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Check the list of machines we repair here, to make sure your machine is one we repair. Contact us or bring the machine into one of our locations.

Note: we are unable to repair the machines same day, there is usually a wait time of two weeks or sometimes longer.

Do you service commercial machines?

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Yes, certain brands but not all. Please inquire with our service department.

Do you have a general service package?

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Since every machine is different there is no standard service package. We offer $114 plus tax as a Diagnostic and Tune Up package for all home units. This solves many of the problems that may exist, but will also provide you with an estimate of additional costs should a larger repair be required.

Will it cost me anything to check my machine?

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Yes, we charge a fee for a Diagnostic and Tune Up.

How much does it cost to fix my machine?

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The initial Diagnostic & Tune Up fee is $114.00 plus tax. Labour is $89 per hour for repairs, and the price of parts varies by machine and part.

How long will my service take?

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It is dependent on the service and if any parts are required. While we have many parts in stock, some parts will need to be special ordered from the manufacturer and may take some time to arrive to us. We will update the website if the turn around time for machine repairs is extended for any reason. Visit our Service & Repair page for up to date turn around times.

Which brands do you service?

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We are authorized repair centres for a wide variety of brands. Visit our Service & Repair page to see the list of brands we currently service.

I have a warranty issue. Who do I contact?

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The initial contact for warranty concerns depends on the brand of your machine or equipment. Check out our warranty page to find out who to contact.

Why are parts on your website final sale?

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They are final sale because we cannot guarantee the integrity of the part for resale. All of our parts are sold brand new, and some individuals try to be sneaky and send us back a broken part. This is a firm policy.

I need a new part for my machine, but do not know which part I need. How do I find out which part I need?

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To find out which part you need, you will need to look in your owner's manual for the part number, or reach out to the machine manufacturer to find out what the part number is and what the part is called. Then search ecscoffee.com to see if we sell that part - we list all of our parts by manufacturer part number.

Are your parts genuine OEM parts or are they aftermarket?

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All of our parts are brand new, genuine OEM parts from the manufacturer.

Do you provide local equipment installs?

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Currently, no.

Do you perform onsite service calls?

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Currently, no.

Returns & Refunds

How do I return products?

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To request a return of your item, please contact us at webdesk@ecscoffee.com or call 1-800-263-3890. To see our return policy Click Here.

What is your return policy?

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Click here to see our full return policy. You have 30 days to request a return. The item being returned must be unused and unopened for a full refund, and must not be an item marked as final sale. If the item is used, a restocking fee may apply.

Do you pay for return shipping?

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Return shipping costs are the responsibility of the customer.

I have used my machine and do not like it. Can I return it?

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If you are returning the machine within 30 days, yes. However there will be a restocking fee on used machines (15% - 30%). That fee will be determined after our technician looks over the machine.

Do you take returns on coffee? Tea? Hot Chocolate?

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We will accept back unopened boxes with the original receipt. We cannot take back boxes that have already been opened due to health reasons.

I ordered the wrong part and want to return it. Why is it a final sale?

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Unfortunately parts are final sale and cannot be returned. They are final sale because we cannot guarantee the integrity of the part when it is returned. This is noted on our website on all parts & products that are final sale.

I would like to exchange a product. How do I do this?

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If you purchased the product in store, you can exchange it at either of our retail locations. If you purchased it online, you will need to ship us back the original item and place a new order for the new item. We will ship out your new item, and once we receive your initial purchase, will refund that purchase.

Do you charge restocking fees?

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Yes, we do depending on the circumstance. If the machine is used, parts missing, box damaged, there will be a restocking fee.

How will I know when my return has been processed?

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We will send you an email confirmation.

How long will it take to receive a refund after my return is processed?

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It can take up to 3 business days depending on your bank.

Which products are not eligible for return?

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Any consumable products that have been opened are not eligible for return (coffee, tea, syrup etc).

Furthermore, any items marked as final sale on our website are not eligible for return. These include parts, open box items and select clearance items. If a product is final sale, it will say final sale on the product page.

Who do I contact if I need to return an item?

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You can contact our Customer Service team for online returns, and our retail locations for store returns. Send a return request from our Contact page.

How long do I have to return an item?

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You have 30 days.

Do you accept returns on used items?

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If the item is returned within the 30 days, restocking fees will apply (15% - 30%), depending on the condition of the item when it is returned.

Brew Bucks Program

How do I sign up for your points program?

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You can sign up on our website by creating an account here, or in person at one of our retail locations. Once you create your account, log in prior to purchasing to earn Brew Bucks on your purchase!

I have an in store points account, and want to see my points balance online. How can I do this?

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To access your points on our website, you will need to create an online ECS Coffee Account using the email linked to your in store account. This will let you see your points balance online and give you more ways to redeem and earn Brew Bucks. Your online and in store account will become one in the same, so any points earned by shopping online or in store will always be combined.

To create an account, visit our Sign Up Page and fill out the form. Be sure to use the email that you provided in store to create your account, to ensure that the accounts link up! Create your password and save. Once you log in to your new account, you should see your full points balance!

If you have never provided us an email, you will need to add an email to your in store account to access your points online. Contact us with the phone number and name on your in store account, and the email you wish to add. We will add it to your account and send you an invite for your online account!

How do I know my Brew Bucks balance?

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You can check your points balance online by logging in to your account and visiting the little yellow "rewards" popup at the bottom of the screen. Or, you can find out your balance in person at one of our retail locations. Furthermore, your points balance will appear on any newsletter email we send you.

How do I redeem my Brew Bucks?

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Once you have enough Brew Bucks available for a reward (500 points for $5 off, 1000 points for $10 off, 2000 points for $20 off) you can either redeem your points in store or online.

To redeem your points online, log in to your account. Click on the yellow "Rewards" button on the bottom left of the screen. Click on "Ways to Redeem" and select the reward you would like. You will receive a coupon code that you can use on your purchase!

To redeem your points in store, provide your name, phone number or email address to the store staff prior to purchase. Let the store staff know if you would like to use your points on a reward!

What are my points worth?

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The point to reward ratio is 1 Brew Buck = 1¢. 500 Brew Bucks can be redeemed for $5 off, 1000 Brew Bucks can be redeemed for $10 off, and 2000 Brew Bucks can be redeemed for $20 off.

How can I earn points?

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You earn points on all purchases in stores and online (make sure to log in first!). You can also visit the yellow rewards tab for extra ways to earn points, such as following us on social media, entering your birthday for a yearly Brew Bucks birthday gift, and reviewing purchased products monthly.

In addition, you can refer friends for Brew Bucks rewards, and once you reach VIP status, you will have access to even more ways to earn points.

Do you earn points on all purchases?

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Yes! You earn 1 point per $1 on online purchases, and 2 points per $1 on in store purchases.

What can I use my points towards?

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You can use your points to purchase anything that we sell!

Do points expire?

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Yes. Points expire 2 years after the last purchase or activity. So only if you are inactive on your account for 2 years or more, your account will be considered closed and the points expire.

I think there may be an issue with my points. Who do I contact?

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Send an email to webdesk@ecscoffee.com with your points account and the issue so we can look in to it, or give us a call at 1-800-263-3890.

I think I am missing points from my purchase or my review. How can I add them to my account?

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Please send an email to webdesk@ecscoffee.com containing the email that belongs to your points account and the receipt associated with the missing points, and we will get back to you as soon as possible.

If you're missing points on a review, please let us know which product you reviewed, and the purchase receipt associated with this review. Please note we can only award points for items that appear on your receipt and cannot award points for individual items in a set (ex. a mix & match k-cup box).

Curbside Pickup

Are all products eligible for Curbside Pickup?

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Yes! Everything we sell on our website is available for Curbside Pickup. Please wait for an email informing you that the order is ready for pickup. Note you may need to show identification if it is a high value order.

Can I pick up some items in my order and ship others to my house?

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No, not at the moment.

To arrange for different shipping methods, you will need to place separate orders for the things you would like to pick up and the things you would like delivered.

Can I split my order between different pickup locations?

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Currently this is not possible.

Can I change my pickup location after placing my order?

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Yes, you can! Contact us at 1-800-263-3890 or email us at webdesk@ecscoffee.com. We will change your pickup location to the one you would prefer!

Can someone else pick up my order?

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For high price items, only the purchaser can pick up the order. The purchasing credit card and matching identification is required.

For regular coffee orders or smaller items you can arrange for someone else to pick it up, just give us a call to let us know!

What do I bring when picking up my order?

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For high price items, you need to bring the purchasing credit card and matching government ID that is current.

How long do I have to pick up my order?

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We are not like those other retailers that make you pick up in 3 days, but we do ask that you pick up in a timely matter. After thirty days of an order not being picked up, we will issue a refund.

What happens if I don't pick up my order?

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Your money will be refunded to the original method of payment after 30 days.

When will I be charged for my in curbside pickup items?

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When you place your order and we will charge your method of payment.

Can I cancel my order?

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Yes, you can. Contact 1-800-263-3890 or email webdesk@ecscoffee.com.

How do I return my purchase?

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Return your purchase to the store. Your refund will be processed by our web department.

My store is closed, how can I make a return?

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Contact our customer service at 1-800-263-3890. We will make arrangements for you to return the item.

How can I exchange a product at curbside?

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Go on the website, order the correct product, wait for the pickup email and bring the item that you would like to exchange. The exchange return will be processed and your refund will be returned to the original purchase method.

Can I place an order for curbside pickup for immediate pickup?

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We kindly ask you wait for the pickup email before driving to our store to collect your curbside pickup order, as our staff must first put together and process your order. Turn around time is approximately 2 hours at our Burlington location. Turn around time for our Ancaster location could be up to 24 hours or the next business day. Please take wait times into consideration.

Can I pay at the door?

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Yes, we have a cordless debit terminal for easy payment.

How do I select curbside pickup for my order?

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The curbside pickup option selection is available during the checkout process once you have entered all your information.

How do I know when my curbside order is ready for pickup?

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You will get 3 emails from us. 1st to confirm your order, a 2nd to let you know we have picked (fulfilled) your order and 3rd (and final) to come and pick up your order at the curbside you have chosen. Only after the third email should you head over to pick up your order.

How do I notify you when I have arrived to pick up my order?

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There is a phone number on your pickup email, just give it a call when you arrive at our store and an associate will be out with your order.

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