PLATFORM 7 Shipping & Return Policy AND FAQ'S
IMPORTANT – POTENTIAL COVID-19 SHIPPING DELAYS
Platform 7’s goal is to provide a great shopping experience.
During these COVID times, staff try to get your order shipped to you as soon as possible, while keeping our staff and community safe.
Platform 7 thanks you in advance for your patience & understanding.
Will I get an Order Confirmation?
Yes, we confirm all orders received via an email Order Confirmation.
When will my order be shipped?
We ship coffee every Friday. All other offerings are shipped every Monday.
What kind of shipping should I choose for my order?
We ship via Canada Post and offer Regular Ground. Every order comes with a Tracking Number.
What are the shipping costs?
Costs are determined by Canada Post based on what you have in your cart.
FREE on orders over $100. Outside B.C. really depends on which province you are located in but you can always go to the checkout to see what the shipping would be. All orders above $100 are free in Canada and $125 in the Continental USA.
I placed an order, but haven’t received my package yet?
We want you to get your order quickly and error free. We work with Canada Post to get your order shipped to you as fast but as economically as possible. If it’s taking longer than usual, first take a look at your tracking number that gets emailed to you upon shipping. If the tracking indicates that the package has been delivered, give Canada Post a call and they will be able to advise as to the shipping time-line. There is a possibility that there was an error in the shipping address. In rare cases, severe weather can delay things as well.
Do you offer free shipping?
We currently offer free ground shipping on orders of $100 or more within Canada and $125 for continental USA.
Do you ship to the U.S.A.?
Absolutely! Please note; for purchases on retail items exceeding $200.00, you become responsible for any duties and fees.
How about to the rest of the world?
We can ship just about anywhere, however, it can get pricey depending on where you are located. Brokerage, duties and taxes associated with international shipping apply solely to the customer and we assume no responsibility for issues with international shipping. If you have any questions, you can contact us at: firstname.lastname@example.org.
Can I just pick it up locally from Platform 7?
Absolutely. Orders are available for pick up at both our East Van & Kits cafes.
How long does it take for my order to be ready for pick up?
Once your order has been placed and received, you will receive an Order Confirmation. Once your order is packed and ready for pick-up or shipping, you will receive a notification. Thereafter, you can pick up your order the following day at anytime during operating hours; 8am – 5pm in East Van and 7am – 5:30pm in Kits.
Can I make changes to or cancel my order?
We ship coffee every Friday and all other offerings on Mondays. There is a small window of time where we can pull the order out in-between the time it has been packed and the time it is shipped. Changes & cancellations:
- for coffee can be done up until Friday at 9am PST
- for all other offerings, can be done up until Mon at 9am PST
For cancellations, your credit card will be credited with the order amount. Please note; once your order has been shipped, we can NOT change or cancel your order. This also applies for address change. Please make sure to provide the correct address when placing your order.
If you need to cancel or change your order, please email us at email@example.com, as soon as possible and enter either “Order Change” or "Cancellation" in the subject line. Include your order number and full name in your email.
What is your return policy?
We work hard to offer the best customer experience and highest quality products to you.
If you are unsatisfied with your purchase, please contact us at firstname.lastname@example.org within 7 days of your order arrival. Returns are accepted on unopened products that are still in sellable condition. In the case of clothing items, they must not have been worn or have any stains or markings. Products must be shipped back to us at the customer's cost. Returns are refunded only when the item is received back at Platform 7 East Van and after we have verified that the original packaging is still in place. Once we determine that our return policy has been met, your credit card will be credited with the order amount. Unfortunately, we are not responsible for uninsured packages that are lost in transit.
Sorry, Gift Cards are non-refundable.
Please send us an email at email@example.com and we will be happy to help you out.