SHIPPING, REFUND & EXCHANGE POLICY
Last updated: May 26, 2026
613 Coffee is operated by Brown Bag Coffee Roasters / Brûlerie Artisanale Brown Bag Inc. (“BBCR,” “we,” “us,” or “our”). This Shipping, Refund & Exchange Policy explains how shipping, order changes, refunds, and exchanges work for orders placed through 613 Coffee.
By placing an order through our website, you agree to the terms outlined below.
1. WHERE WE SHIP
613 Coffee currently ships only within Canada.
We do not currently ship outside Canada. Orders placed with a shipping address outside Canada may be cancelled and refunded.
2. SHIPPING RATES
Shipping rates are displayed at checkout before you complete your order.
We may offer flat-rate shipping, free shipping over a minimum purchase amount, promotional shipping, or other shipping offers from time to time.
Shipping rates, flat-rate shipping amounts, free shipping thresholds, promotional shipping offers, and eligible shipping areas may change at any time without notice.
The shipping rate shown at checkout at the time your order is placed is the rate that applies to that order.
3. FREE SHIPPING OFFERS
Free shipping may be offered on qualifying orders, depending on the order value, destination, promotion, product type, or other eligibility requirements.
Free shipping offers may change, pause, or end at any time without notice.
If an order is changed, cancelled, partially refunded, or adjusted after purchase, shipping eligibility may also change.
4. ORDER PROCESSING AND FULFILLMENT
We do our best to process orders promptly. Processing times may vary depending on order volume, roasting schedules, holidays, weather, carrier delays, inventory, and other operational factors.
Coffee is a fresh product, and some orders may be roasted, ground, packed, or prepared according to our production schedule.
Order processing time is separate from carrier transit time.
For the purposes of this policy, an order is considered “fulfilled” once it has been packed, prepared for shipment, assigned tracking, marked as fulfilled in our system, handed to a carrier, or otherwise moved into the final stage of shipment or delivery preparation.
5. ORDER CHANGES AND CANCELLATIONS
If you need to request a change or cancellation, please contact us as soon as possible after placing your order.
We will do our best to review the request before the order is fulfilled. However, we cannot guarantee that changes or cancellations can be made.
Once an order has been fulfilled, it cannot be cancelled, changed, refunded, or exchanged, even if it has not yet been delivered.
6. REFUND POLICY
Refunds may only be considered if you contact us before your order has been fulfilled and we are able to review and respond to the request before fulfillment occurs.
Once an order has been fulfilled, we cannot issue a refund, even if the order is still in transit or has not yet been delivered.
This policy exists because coffee is a fresh food product and orders may be roasted, ground, packed, labelled, and prepared specifically for shipment.
Refunds are not available for fulfilled orders except where required by applicable law or where we determine, at our discretion, that an error occurred before fulfillment.
7. GROUND COFFEE
Ground coffee cannot be refunded, returned, or exchanged at any time.
Because ground coffee is prepared specifically according to the selected grind type and is a fresh food product, all sales of ground coffee are final once the order is placed.
Please ensure that you select the correct grind option before completing your order.
8. EXCHANGE POLICY
We do not offer exchanges at any time.
This includes exchanges for different coffees, grind types, bag sizes, shipping methods, or customer preference changes.
If there is a problem with your order, please contact us and we will review the issue according to this policy.
9. SHIPPING TIMES
Estimated delivery times are provided by the shipping carrier and are not guaranteed by 613 Coffee.
Once an order has been handed to the shipping carrier, delivery timing is controlled by the carrier. Weather, holidays, labour disruptions, incorrect addresses, remote delivery locations, high shipping volumes, and other carrier-related issues may affect delivery times.
10. TRACKING INFORMATION
When tracking information is available, it will be provided through your order confirmation, shipping notification, or customer account.
Customers can view order details, shipping updates, and tracking information through their account on our website, where available.
For the most current delivery status, customers should use the tracking link provided with their order.
11. QUESTIONS ABOUT YOUR ORDER
Most order information can be found in your customer account, including order status, order history, and available tracking details.
If you have a question about your order before it has shipped, please contact us.
If your order has already shipped, the tracking link provided with your order will contain the most current information available.
12. DELAYS AFTER SHIPMENT
Once an order has been accepted by the shipping carrier, we generally do not have access to additional delivery information beyond what is shown through the tracking link.
If your shipment appears delayed, stalled, misrouted, or marked with an issue by the carrier, please contact the shipping carrier directly using the information available through your tracking link.
We are happy to review the order details available to us, but the carrier is usually the only party able to provide updated delivery scans, location details, delivery attempts, or investigation results after pickup.
13. INCORRECT OR INCOMPLETE SHIPPING ADDRESSES
Customers are responsible for providing a complete and accurate shipping address at checkout.
613 Coffee is not responsible for delays, failed deliveries, returned packages, or lost shipments caused by an incorrect, incomplete, outdated, or inaccessible shipping address provided by the customer.
If a package is returned to us because of an address issue, refused delivery, or failure to collect the package, we may contact you to arrange reshipment. Additional shipping charges may apply.
Original shipping charges are non-refundable unless otherwise required by law or unless the issue was caused by our error.
14. DELIVERED PACKAGES
A package is generally considered delivered when the shipping carrier marks it as delivered through the tracking system.
Depending on the carrier and delivery location, packages may be left at a door, mailbox, parcel locker, apartment lobby, concierge desk, reception area, mailroom, community mailbox, or other location the carrier considers suitable.
Customers are responsible for ensuring that the delivery location is safe and suitable for receiving packages.
Once the carrier confirms delivery, loss, theft, damage, or disappearance of a package from the delivery location is generally outside the control of 613 Coffee.
If a package is marked as delivered but cannot be located, the customer should first:
– Check the delivery area, mailbox, parcel locker, front desk, concierge, mailroom, side door, porch, or other possible delivery location; – Ask household members, neighbours, building staff, or reception staff whether the package was received; – Review the tracking link for delivery notes or photos, if available; – Contact the shipping carrier directly to open an investigation.
We will assist where reasonable, but we do not replace, refund, or exchange orders that are confirmed as delivered by the carrier and later lost, stolen, misplaced, or removed from the delivery location, except where required by applicable law.
15. APARTMENTS, CONDOS, OFFICES, AND SHARED DELIVERY LOCATIONS
For apartments, condos, offices, commercial buildings, shared mailrooms, lobbies, reception desks, concierge areas, or similar locations, delivery may be completed according to the carrier’s delivery procedures.
If the carrier marks the shipment as delivered to the building, lobby, reception area, mailroom, parcel locker, concierge, or other designated delivery area, the order will generally be considered delivered.
Customers are responsible for retrieving packages promptly from shared or unsecured delivery areas.
613 Coffee is not responsible for packages that are lost, stolen, misplaced, or removed after carrier-confirmed delivery to an apartment, condo, office, lobby, mailroom, parcel locker, reception area, or similar location, except where required by applicable law.
16. DAMAGED PACKAGES
If your package arrives visibly damaged, please keep the packaging and products and contact us as soon as possible.
Please include:
– Your order number; – Photos of the damaged shipping box or mailer; – Photos of the damaged product; – Any carrier delivery notes, if available.
Damage claims may need to be reviewed with the shipping carrier. We may be unable to assist if packaging is discarded before the issue is documented.
17. MISSING OR INCORRECT ITEMS
If your order arrives with an incorrect item or missing item, please contact us within 7 days of delivery.
Please include your order number and photos of the products and packing materials received.
If we confirm that an item was missing or incorrect due to our error, we will make it right by replacing the missing or incorrect item, issuing a refund for the affected item, or offering another reasonable solution.
This section does not apply to customer preference changes, incorrect selections made at checkout, incorrect grind selections, or requests for exchange.
18. RETURNS TO SENDER
If an order is returned to us by the carrier, we will review the reason for return.
Returns may occur because of an incorrect address, refused delivery, failed delivery attempts, unclaimed packages, inaccessible delivery locations, or carrier issues.
If the return was caused by an address or customer-related issue, additional shipping charges may apply to resend the order.
Original shipping charges are non-refundable unless otherwise required by law or unless the return was caused by our error.
Because coffee is a fresh food product, returned packages may not be eligible for refund or resale.
19. PERISHABLE OR FRESH PRODUCTS
Coffee is a fresh food product. Delivery delays, weather, storage conditions, and the timing of package retrieval may affect freshness.
Customers are encouraged to retrieve packages promptly after delivery.
613 Coffee is not responsible for reduced freshness, product exposure, or quality issues caused by delayed pickup after carrier-confirmed delivery.
20. WEATHER AND DELIVERY CONDITIONS
We are not responsible for delivery delays or delivery issues caused by weather, natural events, carrier disruptions, labour disruptions, road conditions, holidays, service interruptions, or other events outside our reasonable control.
21. ORDER COMBINING OR SPLITTING
We may combine or split shipments at our discretion depending on inventory, packaging, product availability, shipping method, or operational requirements.
If an order is split into more than one shipment, available tracking information will be provided where applicable.
22. FINAL SALE ITEMS
All fulfilled orders are final sale.
All ground coffee is final sale at all times.
No exchanges are offered at any time.
Refunds are only available where a refund request is received, reviewed, and approved before fulfillment, or where otherwise required by applicable law.
23. CONTACT US
For questions about an order before it has shipped, or if you believe there is an issue with your order, contact us:
613 Coffee
Operated by Brown Bag Coffee Roasters / Brûlerie Artisanale Brown Bag Inc.
Email: info@613coffee.ca
Quebec, Canada
For orders that have already shipped, please use the tracking link provided with your order and contact the shipping carrier directly for the most current shipment status, delivery location details, or carrier investigation.