Frequently Asked Questions

1. Our Coffee Selection

What types of coffee will I receive each month?
We select only single-origin coffees that are grown around the world and roasted locally in Toronto. Our experts source beans from independent farmers and co-ops, looking for the biggest beans, brightest colours and highest altitudes to get maximum flavour. From Indonesia to Peru to Brazil our beans and roasting methods will vary, but we promise to provide you with a great coffee experience each month.

Is your coffee Fairtrade?
Sure is! Our coffee is Fairtrade certified by Fairtrade Canada.

How much coffee do I receive in each shipment?
Each bag of Headline Coffee is 340g/12oz. Each bag will yield about 34 cups of coffee, depending on how strong you brew.

How do I store my coffee and how long will it last?
We recommend storing your coffee in an airtight container in a cool, dry place (but not the fridge!). If you are an infrequent coffee drinker, you can also freeze your coffee to help the freshness last. We recommend consuming your Headline Coffee within 3 months of receiving it.

Whole-bean or ground, it's up to you.
Headline is available in whole-bean and medium-ground. You will be able to select your preference at checkout. Please note that once you’ve chosen ground vs. whole-bean, your coffee will arrive that way each month unless you modify your subscription on your Account page.  

2. Ordering

Do I need to be a Toronto Star subscriber to order Headline Coffee?
No. Delivery of Headline Coffee is open to everyone in these nine Canadian provinces: Alberta, British Columbia, Manitoba, New Brunswick, Newfoundland and Labrador, Nova Scotia, Ontario, Prince Edward Island, and Saskatchewan. You can order it for yourself or another coffee lover in your life. It makes a great gift!

How does the recurring monthly subscription work?
When you place your order, your credit card will be charged the monthly rate. It will appear on your credit card as Headline Coffee. Each following month your credit card will be charged on your subscription anniversary date. Your coffee will be shipped in the first week of each month. You will be notified by email when your order has been shipped.

How do I enter a discount or promotion code?
When completing your order, you will see a section marked as Order Summary. In this section you will see a field below the order total to input your "COUPON OR GIFT CODE". (Lucky you with discount code) Enter your promo code and your discount will be deducted from your total. Promo codes are case sensitive, so please enter in UPPERCASE.
Can I place an order by phone?
Yes! For phone orders, please call 1-855-687-5915. Our customer service reps are available to help you Monday to Friday from 6AM to 5:30PM and Saturday from 6AM to 1:00PM. Please have your email address ready to set up your account. See all of the ways you can contact Headline Coffee.
Can I just order one month’s worth of coffee?
Our personal subscriptions are recurring, meaning they will arrive monthly until you cancel. You are free to cancel at any time. See: How do I cancel below for details.
I love the coffee I received. Can I order more?
We’re happy to hear you loved your Headline Coffee! Unfortunately, we cannot re-send past coffees at this time, but stay tuned as we’re working on adding this feature in the upcoming months.

Can I change my order after it’s been placed?
If you’d like to modify an order that’s already been placed, so long as it has not been shipped, you can do so on your Account page. If you are having difficulty modifying your subscription, please contact our customer service team.

Can I return an item / are refunds available?
Unfortunately, we don’t accept returns of Headline Coffee. If your product is damaged, missing, or you believe you are entitled to a refund, contact our customer service team.

3. Giving a Gift

How do I order a gift for someone?
Just click the Give a Gift link on the top of the page when you’re ready to shop. You’ll be directed to select grind and gift duration, then to create an account and then add both your billing address and your recipient’s address at checkout. Please ensure that you input your own email address to create a login and your gift recipient's address when prompted.

4. Payment

What are my payment options
We currently accept all major credit cards.

Do I pre-pay for my coffee with a subscription?
For a month-to-month recurring subscription, your credit card will be billed when you place the order and then once each month on the 15th of the month. If you pre-pay for 3, 6, or 12 months, you can save on the monthly rate. Your subscription will auto-renew for the term that you chose. For gifts, you can choose whether you want it to auto-renew or be a one-time gift.
 

5. Shipping

When is my order shipped?
Orders are shipped the first week of every month, right after the beans have been roasted.

How long will it take to get my order?
You will receive your order approximately one week after it is shipped. You will be notified once your order has been shipped.

What shipping carriers do you use?
We use Canada Post and other reputable courier companies for delivery throughout Canada.

Can I track my order?
Yes! When your order ships you will be provided with a package number you can track with Canada Post.
Where is my coffee delivery?
Think you should have received your coffee delivery by now? Please contact us so we can help you find it.

What are your shipping rates?
Domestic shipping is included in the subscription price.

Where do you ship?
Currently, we ship across nine Canadian provinces: Alberta, British Columbia, Manitoba, New Brunswick, Newfoundland and Labrador, Nova Scotia, Ontario, Prince Edward Island, and Saskatchewan.

Is this product available internationally?
Unfortunately, this product is currently only available in nine provinces across Canada: Alberta, British Columbia, Manitoba, New Brunswick, Newfoundland and Labrador, Nova Scotia, Ontario, Prince Edward Island, and Saskatchewan.

6. Manage Your Account

Forgotten password? No problem.
Click the Login link at the top of the page. You will be prompted for your email and password. If you've forgotten your password, click on the Forgot your password link and the site will send you an email to reset your password.

How do I update my credit card or address information?
Click the Login link at the top of the page. You will be prompted for your email and password. Scroll to the bottom of the page to the credit card section, click edit, and input your new details.
How do I cancel my subscription?
What? Life without coffee. Well, we hate to see you go, but you can cancel your subscription on your Account page at any time. Click the Login link at the top of the page. You will be prompted for your email and password. Your subscription information will be on the left of the page - click the edit button. Scroll to the bottom of the page and click "Cancel Subscription" on the bottom left.
Need to get in touch?
Have a question? Want to tell us how much you love Headline Coffee? Fill out our contact form or call our toll-free number 1-855-687-5915 (M-F 6AM - 5:30PM and Saturday 6AM - 1PM)