2020-03-22

Up to date information about Covid-19 procedures

 

Updated April 23rd, 2020

Customer service is open - Our helpful customer service staff are available from Monday to Friday from 9am to 5pm EDT via phone or email. 

Shipping Delays -  Internally iDrinkCoffee.com is not experiencing any shipping delays, orders are going out on time, however, the Covid-19 Pandemic has created an enormous increase in package volume for all Canadian couriers.  Packages volume is similar to what is experienced during peak season and the requirement of physical distancing in addition to higher absenteeism due to the pandemic has led to significant backlogs at courier companies. Couriers are working very hard very hard to get packages delivered and we ask for kindness and patience when dealing with our courier partners at Fedex, Canada Post and Purolator.

We have adjusted our shipping options temporarily to reflect the changing logistics situation and we are temporarily moving most of our shipping away from Canada Post to Purolator and Fedex. Rural addresses, "beyond destination" addresses, Nunavut, North West Territories and Yukon Territory and PO Boxes will still be serviced using Canada Post.

Canada Post who handles about 60% of our volume is experiencing significant delays, here is the latest information from Canada Post.

·       We are experiencing some delays up to 3 days in the processing of packages in Montréal, Moncton, Hamilton, Kitchener, Vancouver and Ottawa.

·       Toronto (Gateway) is managing through extremely high volumes of packages and we are experiencing delays of up to 5 days.

We are also seeing delays of 1-2 business days with our other courier partners Fedex and Purolator but they are not nearly as bad as Canada Post.

All courier companies have suspended delivery and money back guarantees and iDrinkCoffee.com cannot guarantee delivery by any certain date.

Our mission has always been to help people make better coffee at home and this remains as true today as it did when we opened our doors in March of 2009. We realize that coffee is pretty close to an essential service for most people and we will make every effort as a company to prevent a disruption to the supply of coffee and equipment that so many of our customers rely upon. We want to be able to provide freshly roasted coffee and the world’s finest equipment for as long as possible. Because of this and through an abundance of caution we have made the difficult decision to close our showroom effective immediately. Until further notice we will not allow anyone to enter our building in an effort to prevent the spread of the worldwide pandemic Covid-19 virus.

To reduce the inconvenience to our customers we will still be accommodating curbside pickup of orders and the pickup of repairs.

Please follow these instructions to place an order for pickup:

  1. Place and pay for your order online
  2. Select “In Store Pickup at Milton, ON Showroom” as your shipping option
  3. Our pickup hours are currently 9:00 am to 5:00pm Monday to Friday but they are subject to change at anytime, please visit this page for up to date information
  4. Call us once you arrive at our store and someone will bring your order to your car

To pick up a repair:
  1. Call or email us and we will send you your invoice
  2. Pay the invoice online using any major credit card
  3. Our pickup hours are currently 9:00 am to 5:00pm Monday to Friday but they are subject to change at anytime, please visit this page for up to date information
  4. Call us once you arrive at our store and someone will bring your machine to your car

For safety reasons we are no longer accepting machines for repair at this time.

Effective immediately we will also be suspending on site service. We will not be dispatching any technicians until further notice.

There will be no exceptions to these procedures, this is in the interest of the public safety.

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