A little clarity from the grown-ups.
Shipping, cancellations & refunds
Fresh beans, clear expectations. Here’s how your coffee gets from our family to your mug.
When your beans are in stock
We aim to pack and dispatch in-stock orders the next business day. You do not need to wait for a fresh-batch cycle. We ship within Canada and show shipping charges, if any, before payment.
When we’re roasting a fresh batch
Our fresh-batch cutoffs are the 1st and 15th of each month, at the end of the day, Pacific time. Preparation begins after the cutoff; this is not a guaranteed dispatch date. If your bags are not in stock, checkout shows an estimated dispatch and delivery window based on the next cutoff and our current roasting lead time. This can mean a wait of several weeks. Bags in the same order ship together once they are ready.
On the way to you
We aim for delivery in 2–5 business days after dispatch. Your destination, holidays, remote locations and carrier delays can make it longer. The date shown at checkout is an estimate, not a guarantee. We email your confirmation and shipping update, and will contact you if we learn of a delay. If timing matters, email us before ordering.
Changing or cancelling
Email Bryce as soon as possible to change or cancel a one-time order. We can cancel and refund it before dispatch. For subscriptions, give 14 days’ notice before the next scheduled order; manage your plan online or contact us. Cancelling a subscription stops future eligible renewals and does not automatically refund an order already paid for—contact us about that order.
Something not right?
For food safety, we do not accept coffee returns for a change of mind after dispatch. If your order is damaged, incorrect, missing or has a quality issue, email your order number and a photo if useful. Please get in touch promptly, ideally within 14 days of delivery, so we can help with a replacement or refund. This request does not limit your legal rights.
Refunds
Approved refunds go back to your original payment method. We process them promptly; your bank may take additional time to show the credit. Any cancellation or refund rights provided by law still apply, including rights relating to late or undelivered orders.
Questions? Reach Bryce at bryce@choquer.agency.
Hugo Coffee · Langley, British Columbia, Canada
Updated September 16, 2026