FAQ

Q: How long is shipping and delivery?

A: At Ex Animo Coffee & Baked Goods, we ship daily from Monday to Friday (excluding public holidays), with most orders processed the same or next business day. However, due to roasting schedules and other factors, occasional delays of up to 72 hours may occur. To account for this, we kindly ask that you allow up to three business days for order processing, in addition to the estimated shipping time. Please note that our Roastery is closed on weekends and public holidays.

If you require expedited shipping or immediate pickup, please place your order before 9 AM PST and do one of the following:

• Call 604-201-4772 between 7am-3pm Monday to Saturday. 
• Or email orders@exanimocoffee.com

Additional charges may apply for this service.

Canada Post & Courier Shipping Estimated Delivery Times:

• Within BC: 1–3 business days (excluding weekends and holidays).
• Outside BC: 5–14 business days (excluding weekends and holidays).

For questions or concerns about your shipment, feel free to contact us at orders@exanimocoffee.com

Q: What kind of shipping should I choose for my order?

A: We offer several shipping options through Canada Post and select national couriers to ensure your order arrives when you need it.

Q: I placed an order some time ago but haven’t received my package yet. Where is it?

A: We want to ensure your order arrives quickly and without issues. Since we partner with Canada Post and select national couriers for shipping, your help can make the process smoother.

If your order is taking longer than expected, please check the tracking number emailed to you upon shipment. If the tracking shows the package as delivered, contacting Canada Post or the courier directly is the best next step, as they can provide more specific assistance.

Delays can occasionally occur due to incorrect shipping addresses, public holidays or severe weather conditions.

Rest assured, we nitrogen-flush our coffees to maintain their quality and freshness. Even if a delay happens, your coffee will still arrive in great condition!

Q: Do you offer free shipping?

A: We offer free ground shipping on orders of $60 or more within Canada and the Continental USA. Please note that the subtotal must exceed the minimum after any discounts to qualify for free shipping.

For our wholesale accounts, we provide free ground shipping on orders over 40 lbs within the continental USA and Canada. Interested in becoming a wholesale partner? Visit our wholesale page for more details: https://exanimocoffee.com/pages/wholesale

You can also opt for free local pickup at our Roastery in Burnaby, BC.

Q: Do you ship to the U.S.A.?

A: Yes, we do! Just a reminder that duties and fees are not applied to coffee orders. However, for retail purchases exceeding $200.00, you will be responsible for any applicable duties and fees.

Q: Do you ship to the rest of the world?

A: We can ship coffee to most countries worldwide!

Please note that any brokerage fees, duties, or taxes associated with international shipping are the customer’s responsibility. Unfortunately, we cannot assume liability for issues that may arise during international shipping.

If you have any questions or concerns, feel free to reach out to us at orders@exanimocoffee.com

Q: Can I make changes or cancel my order?

A: We aim to ship your coffee order as quickly as possible to ensure it arrives fresh. Once payment is accepted and your order is confirmed, it enters the shipping process immediately. There is a short window where we can intercept the order before it is physically packed. If the order hasn’t been shipped yet, we can cancel it entirely to start fresh.

For address changes, please ensure the correct address is entered at checkout, as we are unable to make changes once the order has shipped.

If you have an active subscription, we’ll send an email notification three days before your subscription order is shipped. This email allows you to review and confirm quantities, coffee selections, and shipment dates. Please review this notification carefully and contact us promptly if you need to make changes. Unfortunately, we cannot accommodate requests once the order has been processed.

If you need to cancel your entire order, please email us at orders@exanimocoffee.com with the subject line "Cancellation," along with your order number and full name. We’ll do our best to assist! However, once an order has left our warehouse, no changes can be made.

Q: Can I pick up my order?

A: Yes, if you select the "Pick Up" option at checkout your order will be ready for pickup in 2-4 business days at our warehouse located at 6389 Arbroath St, Burnaby, BC V5E 1C3. Come between 7am-3pm on weekdays excluding holidays and bring your order confirmation number.

Q: What is your return policy?

A: At Ex Animo Coffee & Baked Goods, delivering exceptional coffee is our highest priority, and we strive to provide the finest products and a seamless customer experience.

To ensure our coffee is as fresh as possible, we roast it to order. As a result, we are unable to accept returns, exchanges, or refunds on coffee purchases. However, if there was an error with your order or you have concerns about quality or brewing, please contact us at orders@exanimocoffee.com within 14 days of receiving your order, and we’ll do everything we can to assist.

For non-coffee items such as equipment, cups, or merchandise, we accept returns on unopened products in sellable condition. If you’re unhappy with your purchase, please contact our Customer Experience team at orders@exanimocoffee.com within 14 days of delivery. If the return is not due to an error on our end, customers are responsible for the cost of return shipping. Refunds will be processed once the returned item is received at our Roastery and confirmed to be in its original packaging. Please note that we are not responsible for uninsured packages lost during transit.

Gift Cards are non-refundable.

Privacy Policy:

Ex Animo Coffee & Baked Goods ("Company") understands your concerns about how your personal information is collected, used, and shared. Please read this Privacy Policy carefully to understand our practices. By accessing the exanimocoffee.com website and its related pages, features, or services (collectively, the "Website"), you agree to the practices described in this policy.

What Does This Privacy Policy Cover?

This Privacy Policy outlines how we handle personally identifiable information ("Personal Information") collected when you use our Website or services. It does not cover practices of entities we do not control or individuals we do not employ.

What Personal Information Do We Collect?Personal Information You Provide to Us:

We collect information you provide directly, such as your name, email address, phone number, payment details, and account credentials. This information is used for purposes such as processing orders, responding to inquiries, and keeping you informed about our products and services.

Personal Information Collected Automatically:

We automatically collect certain data, such as your IP address, browser type, and pages visited. This information helps us analyze trends, manage the Website, and improve our offerings. Data collected is typically used in aggregate form and does not personally identify you.

Opt-Out Options:

You may opt out of receiving emails or request account deactivation by contacting us via our "Contact Us" page or by email at hello@exanimocoffee.com

What About Cookies?

Cookies help us recognize your browser and enhance your experience on our Website. While most browsers allow you to disable cookies, we recommend enabling them to access all features of the Website.

Sharing Personal Information

Agents: We may share information with third-party agents who perform tasks on our behalf, such as shipping services. These agents are restricted from using your information beyond what is necessary to assist us.

Legal Requirements: We may disclose your information if required by law or to protect the rights, property, or safety of our Company, employees, or users.

With Your Consent: You will be notified and given the opportunity to opt out if your information is to be shared for other purposes.

Is My Information Secure?

We use secure systems to protect your information. However, no method of transmission or storage is completely secure, and we cannot guarantee absolute security.

Access to Your Information

You may view and update your information, such as your name, email address, and preferences, by logging into your account or contacting us directly.

Changes to This Privacy Policy

We may update this policy periodically. Significant changes will be communicated via our Website or email. Continued use of the Website after changes are posted constitutes acceptance of the updated policy.

Questions or Concerns

For any questions regarding this Privacy Policy, please contact us at:

Ex Animo Coffee & Baked Goods
6389 Arbroath St, Burnaby, BC V5E 1C3
hello@exanimocoffee.com
(604) 210-4772

Please review these Terms of Service:

("Terms") thoroughly before using the exanimocoffee.com website ("Website") operated by Ex Animo Coffee & Baked Goods ("us," "we," or "our"). By accessing or using the Website, you agree to comply with these Terms. If you do not agree to any part of these Terms, you may not access the Website.

Purchases:

When making a purchase ("Purchase") through the Website, you may be required to provide certain details, such as your name, shipping address, billing address, and payment information.

By completing a Purchase, you confirm that you are legally authorized to use the payment method(s) provided.

Shipping and Returns:

Orders are shipped from our location in Burnaby, B.C. to international destinations. Shipping costs and delivery times depend on the destination and the chosen shipping method. For more details, please see our Shipping and Returns Policy.

Intellectual Property:

All original content, features, and functionality on the website are owned by Ex Animo Coffee & Baked Goods and its licensors. The website is protected under copyright, trademark, and other applicable laws in Canada and internationally. Use of our trademarks or trade dress is prohibited without prior written permission.

Links to Other Websites:

The Website may include links to third-party websites or services not controlled by Ex Animo Coffee & Baked Goods. We are not responsible for the content, privacy practices, or policies of these third-party sites. You use such links at your own risk.

Ex Animo Coffee & Baked Goods disclaims liability for any harm or losses arising from the use of third-party websites or services. We recommend reviewing the terms and policies of any third-party sites you visit.

Governing Law:

These Terms are governed by the laws of British Columbia, Canada, without regard to conflict of law principles.

If any part of these Terms is deemed unenforceable or invalid by a court, the remaining provisions will remain in effect. These Terms represent the entire agreement between you and us regarding the use of the Website.

Prohibited Activities:

You agree not to use the Website for activities that:

• Violate laws or regulations, including intellectual property and export control laws.
• Involve fraudulent behavior, such as impersonating another person or falsifying information.
• Attempt to access restricted areas of the Website or interfere with its functionality.
• Introduce harmful software, including viruses or malware.
• Send spam, unsolicited messages, or unauthorized advertisements.
• Collect personal information from the Website without consent or use the Website for unauthorized commercial purposes.
• Disrupt or negatively impact the Website’s operations or other users’ experience, including denial-of-service attacks.

Enforcement and Termination:

We reserve the right to enforce these Terms at our discretion. Violations may result in actions such as removing content, suspending or terminating access to the Website, or reporting violations to authorities.

If you notice any violations, please report them to us. We will investigate and take necessary actions to address the issue.

Changes:

We may update these Terms at our discretion. Significant changes will be announced at least 30 days before they take effect. The definition of significant changes is determined by us.