Shipping policy

A Shipping Policy is basically the “what happens after you click buy” document.

It tells customers:

  • where you ship
  • how long orders take
  • what carriers you use
  • customs/duties info
  • lost package rules
  • address mistakes
  • processing times
  • weather/delay disclaimers
  • liability boundaries

For Shopify, it also helps:

  • reduce chargebacks
  • reduce “where’s my order?” emails
  • improve consumer-law transparency
  • support payment processor disputes
  • make you look more legitimate

For Phoenix Coffee specifically, you want a policy that protects you while still sounding human and premium.

Here’s a legally safer Ontario/Canada-oriented version tailored for a specialty coffee company.


SHIPPING POLICY

Order Processing

Orders are typically processed within 1–5 business days after payment is received.

During periods of high order volume, holidays, product launches, or promotional events, processing times may be longer.

Orders are not processed, shipped, or delivered on weekends or statutory holidays unless otherwise stated.

Processing times are estimates only and are not guaranteed.


Freshness & Roasting Schedule

Many of our coffees are roasted in small batches to help maintain freshness and quality.

As a result, certain coffees may require additional preparation or roasting time before shipment.

We appreciate your patience as we prepare your coffee with care.


Shipping Destinations

We currently ship within Canada and may offer international shipping to select destinations where available at checkout.

Shipping availability may change without notice.

Customers are responsible for ensuring that products ordered may legally be imported into their destination jurisdiction.


Shipping Rates

Shipping rates are calculated at checkout based on:

  • destination
  • package weight
  • package dimensions
  • shipping method selected
  • carrier pricing

From time to time, we may offer free shipping promotions or discounted shipping thresholds.


Estimated Delivery Times

Estimated delivery times are provided by the shipping carrier and are not guaranteed.

Delivery delays may occur due to:

  • weather conditions
  • carrier delays
  • customs processing
  • labour disruptions
  • high shipping volumes
  • remote delivery locations
  • events outside our reasonable control

Phoenix Coffee Company Inc. is not responsible for delays caused by third-party carriers.


Tracking Information

When available, tracking information will be sent to the email address provided during checkout once your order has shipped.

Please allow time for tracking updates to appear within the carrier’s system.


Incorrect Shipping Addresses

Customers are responsible for providing accurate shipping and contact information.

If an incorrect or incomplete shipping address is provided, Phoenix Coffee Company Inc. is not responsible for orders delivered to the incorrect address.

Additional shipping charges may apply for returned, redirected, or re-shipped packages.

If you notice an address error, please contact us immediately at:

guestservices@arisingfromfire.com

We cannot guarantee that address changes can be made after an order has been placed.


Lost, Stolen, or Delayed Packages

Once an order has been transferred to the shipping carrier, delivery responsibility rests with the carrier.

Phoenix Coffee Company Inc. is not responsible for packages that are lost, stolen, delayed, or damaged after being marked delivered by the carrier.

If you experience a delivery issue, we encourage customers to contact the carrier directly first.

We may, at our discretion, assist with carrier claims where reasonably possible.


Damaged Shipments

Please inspect your package upon arrival.

If your shipment arrives visibly damaged, please contact us promptly with photographs of:

  • the shipping box
  • shipping label
  • damaged product
  • internal packaging

This helps us evaluate the issue and determine an appropriate resolution.


Customs, Duties, & Import Fees

International orders may be subject to customs duties, taxes, brokerage fees, import fees, or other charges imposed by the destination country.

These charges are the responsibility of the customer unless otherwise stated.

Phoenix Coffee Company Inc. has no control over customs processes or fees charged by third parties.


Food Products & Temperature Sensitivity

Coffee is an agricultural and food product.

Exposure to heat, cold, humidity, or extended transit times may affect flavour, aroma, or freshness characteristics during shipping.

Phoenix Coffee Company Inc. is not responsible for flavour changes or natural product variation resulting from shipping conditions outside our reasonable control.


Shipping Carrier Issues

Carrier service disruptions, delivery guarantees, or operational policies are controlled by the carrier and not by Phoenix Coffee Company Inc.

We do not guarantee carrier delivery dates unless explicitly stated in writing.


Contact Information

Questions regarding shipping may be directed to:

guestservices@arisingfromfire.com