Frequently Asked Questions

October 1st, 2022 Update - Edmonton Area ACE Coffee Roasters ceased all commercial deliveries through our internal service. Instead, all orders will be shipped at our cost through third-party couriers. To ensure you receive your order before the weekend, we suggest placing an order Monday to Thursday. **Please allow up to 48 hours for your order to arrive on weekdays.**

  1. ​​You will have to be logged into the wholesale.acecoffeeroasters.com to see wholesale pricing.
    • The log-in page will prompt you to enter an email address. You can find the icon on the top right of the page.
  2. Then, you can enter the email you previously used for ordering and will get a verification code.
  3. The online store will present you with your account page.
    • You can see previous orders and manage your account, including your addresses.
  4. Click " Go to Store"
  5. You can now browse and place your order as usual.​ 
  1. ​​You will have to be logged into the website to see wholesale pricing. The log-in page will prompt you to enter an email address. You can find the icon on the top right of the page.
  2. Then, you can enter the email you previously used for ordering and will get a verification code.
  3. The online store will present you with your account page

The best time to order coffee is between the dates of Monday and Thursday. That will ensure you receive the order within 1-2 days of placing it.

  • If you need your coffee for the weekend, you must order before noon on Thursdays to receive it Friday, or select "Local Pickup" at checkout and come receive it yourself.
  •  So that you know, we do not prepare orders on the weekend as no one in the production department is scheduled. 

The Production Department at ACE Coffee Roasters plans a roasting schedule that they execute every Monday to Wednesday. As we keep all roasted coffee on hand to be a maximum of seven (7) days off roast date, please allow up to 48 hours for your order to arrive during the weekdays. 

Suppose you noticed your order had taken too long, and you have not received an email stating your order has been shipped (with a valid tracking number). In that case, we are replenishing inventory with freshly roasted coffee that meets our requirements.

We have a three-step process to ensure that the orders are correct and use shredded paper - as needed - to ensure that packages arrive safely. First, we will choose the least amount of boxes possible. 

We ship all wholesale orders requiring a signature at delivery/hand-off. If your business is not open when the courier is expected to arrive, you will need to pick it up at the nearest post office of the chosen courier. 

We offer local pickup Monday to Friday at our 10055 80th Avenue location. Please come to the back door near the garbage bins. Someone in Production will be there to help you under the following conditions:

1. You received an email stating that your order is ready for pickup. 

2. The hours are between 08:00 am MST and 4:00 pm MST.

 

ACE Coffee Roasters may ask you to come back at a different time if one of those conditions is not met.

  Please contact us as soon as possible, and we can prepare it for pickup. Please note that once we make the label for your order and a pickup is scheduled with the courier, we can not cancel it.   

Once the package leaves our warehouse, we are not responsible for packages that are delayed in transit, lost in transit, or packages that include liquids damaged in transit. Please contact us at orders@acecoffeeroasters.com, and we will try to get a replacement out to you as quickly as possible. 

Sometimes, logistic companies delay packages due to high demands, full parcel boxes, or miscommunication. So, if your order has not arrived when it was supposed to, please be patient and let us know at orders@acecoffeeroasters.com, and we will file a report alongside you.

The window to submit the claim for missing items / damaged goods is 14-days from delivery. We will replace it as soon as we are able.

Please email us at orders@acecoffeeroasters.com (found at the bottom of any email you receive from us, such as your order confirmation emails) to address these issues sooner.

Coffee is non-refundable. Special cases will be made if there is a case of non-conformance. If you need more information on what that is, please take a look at the information below.

Any extra shipping costs will be invoiced and billed back to the customer. A 5% processing fee will also be held back if a refund is the chosen route. 

All sales are final on all products including, but not limited to the following:

  • Alternative Milk
  • Dairy Milk
  • Syrups
  • Sweenteners
  • Paper Products

 No.

Our physical locations can not process wholesale orders because our wholesale storefront is separate and unique from our retail storefront. There are no POS (Point of Sale) capabilities for Wholesale. Therefore, there is no shared administration between them.   

Manufacturing or service mistake includes:

  1. Coffee Roasting Process
  2. Blending Process
  3. Packaging Process
  4. Grinding Process
  5. Order Preparation Process


We will always accept a return or exchange, whichever is preferable to the customer if there is a case of non-conformance related to the manufacturing or service process. 

Real-world scenarios of mistakes (non-conformances) are:

  1. Customer receiving the wrong grind size
  2. Customer receiving a different item than what their order prescribes
  3. The batches of coffee that make up the blend contain plenty of missed goals.
  4. Debris, dust, and other non-coffee matter inside the bag.
  5. Receiving the wrong size of filters.
  6. Coffee at the time of purchase was over twenty-one (21) days or older from the roast date.

If you require an exchange or return on your purchase, please email orders@acecoffeeroasters.com and someone will respond ASAP with further direction.