Shipping & Return Policy

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:

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.