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FAQ

DELIVERY

Q: What are your shipping policies? 

A: All the information relating to the delivery of parcels can be found on the page Delivery. If you can not find the answer to your questions, do not hesitate to take contact with us!

SUBSCRIPTIONS

Thank you for being part of the Pista Club! Our team is available from Monday to Friday via the Messenger badge to answer your questions. In the meantime, you may be able to find the answer to your questions here:

Q: Can I stop my subscription at any time? 
A: Yes! At any time, you can access your account to modify or cancel your subscription.

Q: If I am a subscriber, when will I receive my orders at home?
A: The send date is based on the subscription start date. Our team processes the orders in 1 working day, then we calculate a delivery time of 2 to 5 working days. For example, if you place your first order on a Friday noon, the order will be processed the following Tuesday morning. We send an email notification when your package is sent. Also note that we only deliver orders from Tuesday to Saturday.

Q: I would like to receive my order on a specific day of the week. Is it possible? 
A: Yes! You can leave a note with your order so that we can accommodate you as much as possible!

Q: What changes can I make to my subscription?
A: The subscriptions are completely customizable. You can change the style of coffee, the grind, your delivery address, etc. You can also suspend the subscription if you wish not to receive coffee for a period of your choice. 

To make changes, click on your account, then "modify my subscription".

Q: Can I receive ground coffee for espresso AND filter in the same order?
A: Yes! You can add a note to the order to tell us your preferences or contact us directly via the Messenger badge, from Monday to Friday.

Q: I can't log into my account.
A: If you have any connection problems, please do not hesitate to contact us via the Messenger badge or by email. It will be our pleasure to help you!

ONLINE ORDERS, REFUNDS AND EXCHANGES

Q: There is an error in my order. What is the instruction?
A: There may be a small error in your online order. The error is human! If this is the case, contact us via the Messenger badge and we will take care of it as soon as possible.

Q: I don't like the coffee I bought. Can I get an exchange or a refund? 
A: Unfortunately, our coffee bags are not exchangeable or refundable, unless the quality of the product is affected. However, we care about your satisfaction: do not hesitate to write to us personally if you are not satisfied with your coffee!

Q: Is there a return policy for merchandise and equipment?
A: Yes. For all merchandise and equipment, we can make an exchange or refund within 30 days of purchase if the product is intact and in its original packaging. 

Q: How do I get a refund?
A: The product in question must be returned to 2650 rue Masson, in Montreal. We make the refund after receiving and checking the product. 

For all other questions, do not hesitate to contact us via the Messenger badge or by email!

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