Looking to get a question answered?
You've come to the right place! From shipping to subscriptions, we have all the answers to your questions on one convenient page. If you have further questions, feel free to use our contact page:
Food Intolerances and Allergies.
Whether you’re a vegan, vegetarian, Celiac, dairy-intolerant, nut allergic or have any other of the numerous food intolerances that plague the population, with Level Ground products, you don’t have to worry.
Our facilities do not contain:
- Seafood
- Eggs
- Dairy
- Peanuts
- Tree nut, seeds
- Soybeans, legumes, and pulses
- Wheat, barley, and other gluten containing grains
- Grains of all variety
- Mustard
- Celery
- Processing aids: Sulphites, colouring agents, monosodium glutamate
Dried Fruit: Warning: If you are sensitive to foods in the nightshade family. Golden Berries are technically a nightshade.
Fruit may be cross-contaminated with other fruits. If you’re allergic to one of the fruits in the dried fruit product family, we advise steering clear.
Coffee: Our coffee is processed in dedicated facilities and shipped in coffee-only containers. When we roast our coffee beans, they reach an internal temperature of 400 degrees.
Tea: The tea is packaged in a dedicated facility. Tea is grown without chemical inputs or sprayed with any pest or herbicides but is not certified by an auditing body (we rely on our relationships with tea growers who are committed to organic farming).
Kosher Certified: Level Ground dried fruit, cane sugar and cacao nibs are Kosher certified.
Vegan: all of our products are vegan and vegetarian friendly.
Certified Organic: Most of our products are certified organic.
If you want clarification on any other specifics requirements that are not listed, please contact us at info@levelground.com.
Why did the packaging change?
We started with coffee, we will always focus on coffee so we felt the need to update our
packages to reflect this. Each illustration ties back to the origin of the coffee and has a story behind it. They also signify ‘great coffee is within reach’ which visualizes our belief that everyone should have access to great coffee.
How is our 5lb coffee packaged?
When you order our 5lb box of coffee, it comes in two 2.5lb bags of coffee which allows you to keep it sealed for maximize freshness.
Are you Fair Trade?
Ever since Level Ground started in 1997, supporting coffee farmers has been our number one priority. We are members of the Fair Trade Federation and we partner with Fairtrade Canada.
Every time you buy Fairtrade Level Ground Coffee, you are supporting 5,000+ small-scale farmers and their families. Coffee purchases also fund farmer co-operative community projects such as water sanitation and improved healthcare access.
Why did your logo change?
We needed a logo that matched our new coffee focused name. Since our business is dominantly coffee, we thought ‘coffee roasters’ needed to be part of our name and therefore our logo.
Are there ingredients (tasting notes) or other additives in your coffee?
Our coffee is organic and fairtrade, craft blended and roasted by us in our Victoria facility. We do not add anything to our coffee before it gets to you besides care and attention to get those roasts tasting just right. Once it leaves our facility, you are welcome to make our coffee however you like it – hot, cold, frozen, baked, etc.
Where do you ship?
We ship to all Canadian addresses! At this time, we do not ship directly to US retail customers.
Please note, additional shipping charges may apply to the Yukon, Northwest Territories, and Nunavut.
For customers located in the US, please use our map to see our American locations or order online from Amazon.
How much does shipping cost?
We offer free standard shipping on all Canadian orders with a total of $50 or more.** If you are local to Victoria, you can also opt to pick-up at our Sean Heights location and forgo shipping costs.
For orders under $50**, shipping fees are applied depending on the weight of your order:
- 0 – 1kg: $13.00
- 1.01 – 2kg: $14.99
- 2.01 – 3kg: $17.00
- 3.01 – 4kg: $18.99
- 4.01kg+: $21.00
** Orders going to Nunavut, Yukon and Northwest Territories will have separate shipping rates. Please contact us for details.
How long does shipping take?
Our hours of operation are Monday to Friday 9am – 4pm PST, excluding major Canadian holidays. Orders are processed during business hours before 4pm, and will ship out next business day.
Transit time will vary based on a few conditions:
- Distance between Victoria, BC and your shipping address.
- Extreme weather conditions that may affect ground transportation.
- Holidays and Canada Post delays and disruptions.
Estimated business days for delivery:
- BC: 1 – 2
- AB: 2 – 6
- MB/SK: 3 – 6
- ON/QC: 5 – 6
- PE/NB: 7 – 8
- NL: 9 – 13
- NS/NT/NU/YT: 7 – 13
Can I pick up my order?
You sure can! Place your order online, selecting ‘Pick up’ at the checkout. You will receive a confirmation by email when your order is ready for pick-up from our convenient curbside area located next to our loading dock. Orders can be picked up Monday to Friday 9 a.m. – 4 p.m., excluding holidays. For same-day pick-up, please place your order by noon.
If you would like to pay at time of pick-up, please order by email (orders@levelground.com) or phone (1.888.565.6633) to pick up and pay at our Roastery Café (open Monday to Friday 8:30 – 4:00). For same-day pick-up, please place your order by noon.
We are located at 1757 Sean Heights, Victoria, BC, V8M 0B3. If you opt for pick-up at Level Ground, shipping fees will be waived.
How do I track my order?
You will receive a shipping notification when we process your order. You will find the tracking link on the top portion of the email. Allow 1–2 business days for your tracking link to activate.
I didn't receive a shipping notification.
There are two main reasons why:
- Incorrect email address, or
- Spam filter is blocking our notifications
Contact us if you have any further questions.
I can’t seem to log in. What do I do?
One thing to note about our store is that you don't need to have an account. You can place an order with or without an account, whichever you prefer. However if you have an account and need to change or reset your password, contact us.
What is your return policy?
If you are concerned with your purchase for any reason, please contact our team immediately so we can start working on a solution that suits your needs!
Please ensure that you have opened your package and inspected the contents before contacting us. If a product is damaged or does not meet expectations, please contact us immediately and include pictures with a general description of what happened. Pictures should include the lot code found on the package, if possible.
Please allow 1-2 business days during the work week for us to respond. Your satisfaction is important to us. If you have not heard back within that time, please reach out again in case something did not make it through on our end.
If we are unable to replace your product, a refund will be issued which may take 3 to 5 business days to show on your credit card statement. Please note returns may be charged restocking fees.
Thank you for your continued support!
I placed an order, but I made a mistake. What do I do?
Review your confirmation email immediately.
Contact us if there is a problem. The sooner, the better so we can make changes before it is too late!
When will my favourite Level Ground products be back in stock?
Send us an email and we will notify you when your favourite Level Ground product is ready.
Didn’t find the answer to your question in this list? Send us a message.
Can I put the packages in my curbside recycling?
It depends on where you live! Currently Recycle BC is testing out curbside recycling of flexible packaging in a few select areas. If you don’t live in one of those select locations, you can bring it to your local Recycle BC (or equivalent) facility for recycling. London Drugs is also a Recycle BC collection point, and accepts flexible packaging.
Is there a way that I can change the products in my subscription?
Yes! If you decide you want to try another one of our subscriptions, you can update your order through the subscription portal. Click on the "edit" under the subscriptions section, choose the subscription you want to change to and then delete your old subscription.
Note: if you change your subscription product after placing your first order, but would like the product in your first order to also be changed, please email us at orders@levelground.com
How can I cancel my subscription?
Cancelling your subscription is completely in your control. Simply access your account page on the Level Ground website and click "Manage Your Subscriptions" under your name to the right of the page. You can also let us know via email or phone and we can cancel your subscription for you.
What if I do not have a Level Ground account? How can I manage my subscription?
If you would like to create a Level Ground account, use the same email from when you created a subscription, and your subscription will automatically show up in your new account. If you want to check to see if you have an account, click on the little person icon in the top righthand corner of the website.If you do not create an account, please email us at orders@levelground.com and we can send you a time-sensitive link to your subscription portal.
Why can I not see all my scheduled orders in the subscription portal?
When you first create or change your subscription, the portal requires some time to populate the next billing dates. If you check back the following day, your scheduled billing dates should be visible.
What does 'Your Subscription Schedule' mean?
The subscription schedule which can be viewed in the subscription portal shows when you will be billed for your next delivery. Once billed, the order goes into the system, your coffee is roasted, packaged, and ready to be shipped to you!