Level Ground Online Ordering FAQ

Cardboard box shipping Level Ground goods

Enjoying Level Ground coffee is as easy as ordering it online! We gladly ship to anywhere in Canada, so you can connect with friends over a cup of your favourite coffee.

Got questions? We’ve got answers! 

Where do you ship?

We ship to all Canadian addresses and do not ship directly to US retail customers.

For customers located in the US, please use our map to see our American locations or order online from Amazon.

How much is shipping?

We offer free standard shipping on all Canadian orders with a total of $40 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 $40**, 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 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:

  1. Distance between Victoria, BC and your shipping address.
  2. Extreme weather conditions that may affect ground transportation.
  3. 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 orders?

You sure can! If you complete an online order, selected pick-up and received confirmation your order is ready for pick-up you can access our convenient curbside pick-up located next to our dock bay on the side of our facility, Monday to Friday 9am-4pm, excluding holidays.

If you would like to order and pay at pick-up, please call us at 1.888.565.6633 and pick-up from our Tasting Room. It is open Monday to Friday 8:30am-4pm, excluding holidays. 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. 

Didn’t receive a shipping notification?

There are two main reasons why:

  • Incorrect email address, or
  • Spam filter is blocking our notifications

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, you can reset your password here.

What is your return policy?

Thank you for purchasing Level Ground products and supporting fair trade! 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. 

Thank you for your continued support!

 


Example lot code on back of package (black stamped text below barcode)

 

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.

Additional Information:

Food Intolerances and Allergies, What to do with your Empty Level Ground Packaging?


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