Shipping policy

Business identity: Tone Lifestyle Brands, a business registered in British Columbia, Canada, does business as Tone Coffee and operates tone.coffee.

Where we ship

tone. ships within Canada and to the United States. In Canada that covers every province and every territory. Every order, wherever it's going, leaves our roastery in Vancouver, BC.

We do not ship anywhere else yet. If you'd like to discuss it, email hello@tone.coffee.

Carriers

We ship with Canada Post, Purolator and UPS, to both countries. The services available for your address are shown at checkout and you choose from those.

We can deliver to PO boxes.

Shipping rates

Orders of $50 or more ship free wherever you are — $50 CAD if you're shopping in Canadian dollars, $50 USD if you're shopping in US dollars. The threshold is measured on your cart total after any discounts and before tax. When your order qualifies, a free shipping option appears at checkout alongside the paid options; you can still choose a specific service and pay for it if you'd prefer.

For orders under $50:

• Everywhere in Canada, shipping is a flat $14.00 CAD, whatever the size of your order.
• For every order to the United States, the rate is calculated at checkout from your address and your parcel.

We don't add a markup to a calculated rate.

Local delivery in Vancouver

We deliver across Vancouver ourselves for a flat $6.00 CAD, next business day. Choose Local Delivery at checkout if your address is in the delivery area — it appears automatically when it is. A phone number is required for local delivery so we can reach you if there's a problem at the door.

We don't offer order pickup. The roastery is wholesale and online only and isn't open to the public. A cafe and listening room in Vancouver is planned for 2028.

Duties and import charges on US orders

US orders cross an international border. For most shipping options, duties are calculated and charged at checkout, so the total you pay us is intended to be the total cost of getting your coffee to you. US prices shown on the site include applicable taxes.

Because customs treatment can change without notice, we can't guarantee there will never be a charge on arrival, but where duties are collected at checkout you should not be billed again for them. If a carrier does bill you for something you already paid us, email hello@tone.coffee with the paperwork and we'll sort it out.

When your order ships

We package and ship orders within 1–2 business days.

Coffee straight off the roaster is still outgassing and doesn't taste like itself yet, so we rest every batch before it ships. Your coffee goes out freshly roasted and properly rested, and the roast date is printed on the bag so you can see exactly what you have.

At checkout, next to each shipping option, you'll see the delivery estimate the carrier provides for your address. That estimate is the carrier's, counted from the day they take the parcel. Carrier volumes, weather and service disruptions all move it, so it isn't a guarantee from us.

Tracking

You'll receive a shipping confirmation email with a tracking link when your parcel goes out, so you can follow it on its journey. That link is the same information available to us.

Address accuracy

Please check your shipping address carefully before you pay, including unit or apartment numbers. An incorrect or incomplete address is the most common cause of a delayed or undelivered parcel, and once a label has been created we can't change the destination.

If you spot a mistake, email hello@tone.coffee with your order number right away. If the parcel hasn't shipped yet we'll do what we can; if it has, we'll help you work with the carrier.

Remote and northern addresses

The same $14.00 CAD rate below $50 and free-shipping threshold of $50 CAD apply throughout Canada, including remote and northern addresses. Carrier service availability and delivery timing can vary by postal code. If no option appears at checkout for your address, email hello@tone.coffee and we'll look into it with you.

Undeliverable and returned parcels

If a carrier can't complete a delivery, they'll normally leave a notice and hold the parcel at a pickup location for a limited time. Please collect it, or arrange redelivery with the carrier, before that window closes — uncollected parcels are sent back to us.

If a parcel comes back to us as undeliverable, we'll email you at the address on the order to sort out what happens next.

Missing, damaged or incorrect orders

If your order arrives damaged, arrives incorrect, or doesn't arrive at all, email hello@tone.coffee with your order number and we'll replace it or refund it. If tracking shows your parcel as delivered but you don't have it, contact us anyway — check with anyone else at the address and any parcel-holding spots first, then let us know, and we'll take it up with the carrier. See our refund policy for the full terms.

Wholesale

Wholesale orders ship within Canada and to the United States, and minimum order quantities are deliberately low. We offer custom pricing and bag sizes across the rotation coffees, and we can arrange limited edition coffees, special runs and custom roasts. Email wholesale@tone.coffee to get started.

Questions

Email hello@tone.coffee. We answer email Monday to Friday, 9am to 5pm Pacific time. We don't have a phone line.