CAFETIENDA FAQ

General inquiries
Site Optimization & Security
Need help shopping online?
Your account - why do I need an account?
Your account - I forgot my email and/or password
How secure is my information?
How is my personal information used?
What methods of payment can I use to make online purchases?
Can I order over the phone?
How can I check my order status?
If an item is out of stock, will I be notified?
How do I use coupons?
Is it possible to accidentally submit the same order twice?
When are orders processed?
Shipping Information
How do I exchange or return an item?
Can I cancel an order?
Are the coffees Responsable and traceable?
Unsubscribe
Where can I send my résumé?
Sales tax numbers
 

General inquiries
If you have any questions or general inquiries, email our Webmaster.

Site Optimization & Security
This site is best viewed with Internet Explorer 6.0. It is secure, but not optimized for Explorer 7.

Need help shopping online?
If you need help shopping online or have questions regarding your order or online account, email us at shopping@cafetienda.com or call our Customer Service department at 514-990-0996 or toll free at 1-866-288-0996 between 9 am and 5 pm EST.

Your account - why do I need an account?
An account is necessary to make online purchases. Accuracy of information such as name, address and password are important as they can affect shipping and login access, for example.

To view or edit account information, simply click 'Your account'.

Your account - I forgot my email and/or password
If you've forgotten your password, simply click here to receive it. If you've forgotten which email address you used or your password, email us.

How secure is my information?
Any information you provide, may it be an order placed or an account created, is kept secure through SSL encoding technology. SSL technology is a standard encryption protocol for transmitting private communications.

How is my personal information used?
Cafetienda and its subsidiaries respect your confidentiality at all times. The personal information you provide will not be shared with third parties without your explicit permission. We use this information to process orders and provide a better personalized shopping experience. For more information regarding this matter, read our privacy policy.

What methods of payment can I use to make online purchases?
Visa and MasterCard credit cards are accepted.

Can I order over the phone?
If you do not have an email address or require assistance placing an order, simply call our Customer Service department 514-990-0996 ext. #2 or toll free at 1-866-288-0996 ext #2 between 9:00am and 5:00pm EST.

How can I check my order status?
Check the status, details or history of your order(s) by accessing 'Your account' and  select the order status options.

If an item is out of stock, will I be notified?
Yes, a Customer Service representative will notify you of any delays on your order. In the case of an out-of-stock item, you will receive notice when the item is available for shipping.

How do I use coupons?
To buy coffee online, you can use e-coupons, not store coupons. The e-coupon code has to be entered on the Shopping Cart page. Coupons are applied to the order's sub-total, before shipping and taxes. Only one coupon per order.

Is it possible to accidentally submit the same order twice?
No. A few years ago it was possible, but with today's technology, it is not.

When are orders processed?
Orders take 24 hours to process, so always add an extra business day to the shipping service you choose.
For example, if you submit an order with express delivery service at 11am on Monday, it will be processed on Tuesday and delivered on Wednesday.
Orders received after 4 pm Eastern Standard Time (EST), including those received on Québec statutory and civic holidays, are processed at the end of the next business day.
It is important to note that if a holiday falls on a weekend, it may be replaced by the preceding Friday or the following Monday, as determined by Cafetienda.
 

Here is a list of applicable holidays:

                                      CANADA

How do I exchange or return an item?
At Cafetienda, we stand behind all of our products. However, if for any reason you are not completely satisfied with your purchase, simply contact our Customer Service department within 30 days of receipt for an exchange or refund.

Exchanges and returns can be made only by calling our Customer Service department at 514-990-0996 or toll free at 1-866-288-0996 between 9:00am and 5:00pm EST.

Can I cancel an order?
To inquire about cancelling an order, please call our Customer Service department at 514-990-0996 or toll free at 1-866-288-0996 between 9:00am and 5:00pm EST.

Are the coffees Responsable and traceable?
Yes. Click here for more details.

Unsubscribe
To unsubscribe from any list you have subscribed to, go to 'Your Account / User profile'.

Where can I send my résumé?
You can send your résumé in Word (doc) or Acrobat (pdf) format to careers@cafetienda.com.

Sales tax numbers
Cafetienda's sales tax numbers are:
GST& HST: 817662349 RT
QST:  1211484167 TQ0001

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