FAQ

Canada and the United States. In Canada that's all ten provinces and all three territories. Everything goes out from Vancouver, BC.

Yes. US orders ship from Vancouver, Canada using Canada Post, Purolator, or UPS. You'll see the rate at checkout before you pay.

Not yet. Reach out to us at hello@tone.coffee if you'd like to discuss.

US shipping includes duties for most options. Due to ongoing relations between countries, we can't guarantee there won't be any surprises, but we do our best to eliminate the possibility.

Orders of $50 or more ship free wherever you are. The threshold is measured on your cart total after any discounts and before tax.

For all orders under $50:

• Everywhere in Canada, including all ten provinces and three territories, shipping is a flat $14.00 CAD.
• For every order to the US the rate is calculated at checkout.

Canada Post, Purolator, or UPS.

We package and ship items within 1-2 business days.

During checkout you'll see a delivery estimate provided by the carrier when you see shipping rates. We provide a tracking number so you can see where the item is on its journey.

Yes. You'll get a shipping confirmation email with a tracking link when the parcel goes out.

Yes. We can deliver to PO boxes.

While we don't offer local pickup, we do offer local next-day delivery for $6 across Vancouver.

Every bag has a labeled roasted date and lot number on the bottom of the bag.

No — we don't exclusively buy coffees with those certifications.

We look for farms and washing stations putting work back into the ground: shade canopy, root structure on slopes that have been cleared, replanting, a next generation who actually wants the farm. That's more important to us than a certificate.

Not right now. There are four coffees in the rotation — Low Tone, Dark Tone, Bright Tone and Half Tone — plus whatever limited edition is current, and all of it is caffeinated.

No. Whole bean only. Ground coffee goes flat fast: all that surface area meets the air at once causing the aromatics to leave.

A hand grinder is the least expensive piece of gear that makes an obvious difference in the cup — it matters more than the kettle, the scale, or the dripper.

Rough guide: espresso wants fine, like table salt. Pour-over and AeroPress want medium-fine, like sand. French press and cold brew want coarse, like raw sugar.

Past that, every coffee has its own recipe printed on its product page — dose, water, ratio, grind, temperature and time, for filter or espresso. Start there, then tune by taste: go coarser if the cup tastes sharp or sour, finer if it tastes thin or hollow.

If you want to know how a coffee is built before you brew it — flavour, roast level, origin, variety, process, altitude — it's all listed on the product page, right under the description.

Pick one of the four rotation coffees, pick your size, then choose a delivery cycle on the product page. We roast it and send it on that cycle. No contract, no minimum number of orders, and 10% off every bag for as long as you're subscribed.

Log in to your account. You can skip your next order, skip a specific upcoming one, pause the whole thing until you want it back, or cancel outright. Cancelling is immediate and there's no fee. The full terms — how the repeat billing works, when it renews, and how to stop it — are in our cancellation policy.

Yes — log in to your account and you can swap the coffee you want delivered or change the delivery cycle. We do our best to accomodate bean or size changes made within 48 hours of a delivery, but note it's not always possible; we will let you know if that's the case.

No. The limited edition pressings are one off bags, so there's nothing to send you next time. Subscriptions cover the four rotation coffees, which don't run out and don't change with the season. If you want the limited editions, watch for the drop.

Email hello@tone.coffee with your order number and what went wrong — a photo helps if a bag or box is damaged. If your order shows up damaged, if it's not what you ordered, or if part of it is missing, we'll make it right with a replacement or a refund. You have 30 days from the day the order arrives, or 30 days from the day it shipped if it never arrived.

It depends on the situation, so email hello@tone.coffee and we'll tell you before you send anything. If a bag arrived damaged, a photo is usually all we need.

Email us at hello@tone.coffee with your order number. Check the usual places first if you can — building mailroom, back door, a neighbour who signed for it — because parcels turn up more often than you'd expect.

Email us at hello@tone.coffee and include the order number and what you'd like changed. If it hasn't shipped yet we can usually fix it — swap a coffee, correct an address, or cancel and refund. Once it's shipped we can't pull it back, but write us anyway and we'll work out the next best thing.

If you're on a subscription and want to stop future deliveries rather than fix this one, you can do that from your account at any time — the terms are in our cancellation policy. Cancelling stops what hasn't been charged yet; a delivery that has already shipped is handled like any other order above.

Tell us — hello@tone.coffee. You can return anything within 30 days; email us with your order number and we'll work out the details.

Yes — cafes, restaurants and offices, anywhere we ship in Canada and the United States. The minimum order is deliberately low. Contact us at wholesale@tone.coffee, tell us what you're looking for.

We offer custom pricing and bag sizes across our rotation coffees Low Tone, Dark Tone, Bright Tone, and Half Tone. We can also arrange limited edition coffees, special runs, or custom roasts to suit your needs. We love working on special projects with people.

Contact us at wholesale@tone.coffee.

Email hello@tone.coffee for anything to do with an order, a bag or a coffee. Wholesale orders can be managed by emailing us at wholesale@tone.coffee.

Support is staffed Monday to Friday, 9am–5pm PT. The shop takes orders any time.

We don't have one. Support is email only, at hello@tone.coffee.

We are proudly Canadian 🇨🇦 and located in Vancouver, British Columbia.

Our cafe and listening room is planned for 2028. We look forward to meeting you in person soon, but until then, we can still be friends online.