Online orders during the Holiday season

• December 22 before 3 pm (Eastern time) will be shipped on December 28^_.
• December 29 before 3 pm (Eastern time) will be shipped on January 3.

Customer Service hours during the holiday season

Regular hours will resume on Tuesday, January 3, 2012.

If you need help or have questions regarding your online order, email us , or call our Customer Service department toll free at 1 800 361-5628.

I'm a client of VanHoutte.com and I can’t log in

From now on, you won’t have to enter your username to log in – you must only enter your email address and password.

How do I check my VanHoutte.com order status?

• Go to the Log in  page
• Enter your user name and password
• Click View order status

For assistance, email  our Customer Service team or call us toll free at 1 800 361-5628 from Monday to Friday between 8:30am and 5pm (Eastern).

How can I cancel my VanHoutte.com order?

• Go to the Log in  page
• Enter your user name and password
• Click View order status

For assistance, email  our Customer Service team or call us toll free at 1 800 361-5628 from Monday to Friday between 8:30am and 5pm (Eastern).

My discount or coupon code wasn’t applied to my order

No problem, we’ll be happy to make the adjustment to your order. Just email our Customer Service team or call toll free at 1-800-361-5628 from Monday to Friday between 8:30am and 5pm (Eastern).

What forms of payment does Van Houtte accept for online shopping?

We accept Visa and MasterCard.

What’s the difference between a PIN and a CSC code?

A PIN (Personal Identification Number) is a secret 4-digit number chosen by the card holder. PIN’s are used instead of a signature for purchases where the card is swiped at a terminal. PIN’s are NOT REQUIRED for online transactions. 

A CSC (Card Security Code) is an extra security feature found on the back of a credit card. The 3 or 4 digit number is never printed on receipts or statements thereby ensuring that the card is present at the time of purchase.

If you still have questions, email  our Customer Service team or call us toll free at 1-800-361-5628 from Monday to Friday between 8:30am and 5pm (Eastern).

Shipping

Shipping is free with a purchase of $45 or more.

At checkout, you will be prompted to choose a shipping option for your order and a destination postal code. Total shipping charges will be calculated and displayed during checkout. Orders are processed at the end of the following business day.

Shipping options are:

UPS Standard

• Day-definite delivery based on origin and destination
• Delivery within Canada to every address throughout the 10 provinces and territories

UPS Expedited

• Second business day delivery to most metropolitan areas
• Delivery within Canada to every address throughout the 10 provinces and territories

UPS Express

• Next business day delivery by 10:30 a.m. to most metropolitan areas 
• Throughout Canada 

Shipping Costs

VanHoutte.com orders are shipped by UPS. Please note that we cannot ship to P.O. boxes. Orders received after 4pm (Eastern) – including those received on Quebec statutory and civic holidays – are processed at the end of the next business day.

It’s important to note that if a holiday falls on a weekend, it may be replaced by the proceeding Friday or the following Monday, as determined by Van Houtte.

Here is a list of holidays is Canada:

Returns / Refunds

At Van Houtte, we stand behind all of our products. If for any reason you’re not completely satisfied with your purchase, simply contact our Customer Service team within 30 days of receipt for an exchange or refund.

Returns and exchanges can be made only by calling our Customer Service team toll free at 1-800-361-5628 between 8:30am and 5pm (Eastern).

How to make an online purchase at VanHoutte.com

Click on Shop Online in the site’s main navigation. On the page of a product you wish to order, select a format if required (K-Cup, ground, beans, pod).

Then, determine the quantity by entering a numeric value in the designated field.

Click on Add to cart.

The Shopping Cart page appears and lists the articles you wish to order. You can modify your order (remove a product by clicking the red X in the Articles box, or modify the quantity).

Click on Continue shopping if you wish to add more articles in your cart. If your order is complete, click on Checkout.

The Subscribe page appears if you have not already logged in or created an account at VanHoutte.com. Submit information if needed.

Enter your billing information. Fields marked with an asterisk are required. If your Billing Information is the same as your Shipping Information, check the designated box in the Shipping Information column.

If you have a promotion code, enter it in the Promotion field.

Club Javanation Members: there is no more mention of the club, but you maintain all your discount privileges and volume discounts. They are automatically applied on your order.

Click on Next Step.

Choose a shipping method.

Click on Next Step.

Read and confirm your personal and order details. To edit your order, click on Edit Order at the bottom of the page. If your order is correct, take account of the General terms and conditions, check the box and then click on Place Order.

Enter your credit card information.

Click on Make Payment.

Check your inbox – you will soon receive your order confirmation.