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
Shipping Information Details
How do I exchange or return an item?
Can I cancel an order?
Are the coffees and teas kosher certified?
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@vanhoutte.com or call our Customer Service department at 514-593-7711 or toll free at 1-800-361-5628 between 8:30 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?
Van Houtte 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 at 514-593-7711 or toll free at 1-800-361-5628 between 8:30 am and 5:00 pm EST.

How can I check my order status?
Check the status, details or history of your order(s) by clicking 'Order status' button.

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 Van Houtte.

Here is a list of applicable holidays:

CANADA

Shipping Information
At this time, we can only ship to Canada and the United States. Shipping rates are based on your shipping address and the shipping option you choose. For more information regarding shipping, view our shipping info.

Shipping Information Details

Shipping Home › FAQ Please note that we can only ship from Canada to Canada. We apologize for any inconvenience. We cannot ship to P.O. boxes. Shipping time may vary due to availability of merchandise. At checkout, you will be prompted to choose a shipping option for your order and a destination postal code. Total shipping charges will be computed and displayed during checkout. Orders are processed at the end of the following business day. Shipping Options UPS Standard Guaranteed service on the scheduled day of delivery Offers you fast, dependable delivery within Canada to every address, urban and rural, throughout the 10 provinces UPS Expedited Guaranteed domestic delivery on the second business day to most metropolitan areas Delivery to all addresses in Canada UPS Express Guaranteed delivery by 10:30 a.m., 12:00 noon, or end-of-day the next business day, depending on destination Available to all destinations within Canada Orders received after 4 p.m. EST - including those received on Quebec 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 proceeding Friday or the following Monday, as determined by Van Houtte. List of holidays: New Year's Day January 1st January 2nd January 2nd Easter Monday Easter Friday Victoria Day Monday preceding May 24th St-Jean-Baptiste Day June 24th Canada Day July 1st Labour Day 1st Monday in September Thanksgiving - Canada 2nd Monday in October Christmas Eve December 24th Christmas December 25th Boxing Day December 26th New Year's Eve December 31st Returns and Exchanges At Van Houtte, 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. Returns and exchanges can be made only by calling our Customer Service department at 514-593-7711 or toll free 1-800-361-5628 between 8:30am and 8:00pm EST. Order Cancellation You may cancel a Van Houtte order as long the order status in "order received" and "in process". If order status is "shipped", it cannot be cancelled. To verify your order status, go to "Your Account" and click "Order History".

How do I exchange or return an item?
At Van Houtte, 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 514-593-7711 or toll free at 1-800-361-5628 between 8:30am and 8:00pm EST.

Can I cancel an order?
To inquire about cancelling an order, please call our Customer Service department at 514-593-7711 or toll free at 1-800-361-5628 between 8:30am and 8:00pm EST.

Are the coffees and teas kosher certified?
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@vanhoutte.com.

Sales tax numbers
Van Houtte's sales tax numbers are:

GST& HST: 100175975RT
QST: 1001639711 TQ0021
PST (Ontario): 1098 0687
Kentucky: 000222820