Shipping Policy

Last updated: September 22, 2026

Twelve Fields ships to eligible addresses in Canada and the United States from North Vancouver, British Columbia. For shipping outside Canada and the United States, please contact us at hello@twelvefields.com.

Order processing

Our coffee is roasted and packed with care. Orders are normally processed within two business days, excluding weekends and statutory holidays.

Processing may take longer during product launches, holidays, severe weather, or unusually busy periods. If a significant delay affects your order, we will contact you using the email address provided at checkout.

Shipping rates

Free standard shipping on orders of CA$50 or more shipped within Canada, and US$40 or more shipped to the United States, after discounts and before applicable taxes.

For orders below the applicable free-shipping threshold (CA$50 for Canada or US$40 for the United States), the shipping rate is shown at checkout before you complete your purchase.

Delivery estimates

The available delivery estimate for your destination is shown at checkout or in your order information. Transit time begins when your order is handed to the carrier and is separate from order processing time. Remote and northern destinations may take longer.

Delivery times are estimates rather than guarantees. Carrier interruptions, customs processing, weather, holidays, remote destinations, and other circumstances outside our reasonable control may cause delays.

US import duties

We cover import duties for orders shipped to the United States. If a carrier requests payment of import duties, contact hello@twelvefields.com before paying so we can help resolve it. Any applicable sales taxes are shown at checkout.

Tracking

When tracking is available, you will receive a shipping confirmation email containing the tracking information. Tracking may require some time to update after the carrier receives the shipment.

Delivery addresses

Customers are responsible for providing a complete and accurate delivery address.

If you notice an error, contact hello@twelvefields.com immediately. We will try to update the address before fulfillment, but changes cannot be guaranteed after an order has been packed or transferred to the carrier.

If an order is returned because the address was incorrect, incomplete, or undeliverable, we will contact you. Additional shipping charges may apply before the order is sent again, except where prohibited by law or where the error was ours.

Apartments and unattended delivery

Customers are responsible for providing any unit number, buzzer code, access instructions, or other information reasonably required for delivery.

Depending on the carrier and destination, a package may be left at the delivery address, placed in a community mailbox, redirected to a pickup location, or handed to someone at the address.

Missing packages

If tracking shows that your package was delivered but you cannot locate it:

1. Check the delivery area, mailbox, building entrance, and any safe-drop location.
2. Check with other members of your household, building staff, and nearby neighbours.
3. Allow one business day, as some carriers update tracking shortly before final delivery.
4. Contact the carrier using the tracking number.
5. If the package remains missing, contact hello@twelvefields.com.

We will review the shipment and assist with a carrier investigation. A replacement or refund will be provided when appropriate based on the circumstances and applicable law.

Damaged orders

If an order arrives damaged, contact hello@twelvefields.com within seven days of delivery.

Include:

• Your order number
• A description of the damage
• Photographs of the product
• Photographs of the shipping packaging and label

Keep the product and packaging until we confirm whether they are needed for the carrier claim. Approved claims will be resolved through a replacement or refund at no additional cost.

Delayed or undelivered orders

Contact us if tracking has not updated for an unusual period or the package has not arrived within the estimated delivery window.

Nothing in this policy limits any statutory right to cancel an online order or receive a refund when goods are not supplied within the period required by applicable consumer-protection law.

Shipping destinations

We currently ship to eligible Canadian and US addresses. Availability is confirmed at checkout. Orders placed with an unsupported destination may be cancelled and refunded.

Contact

For shipping questions, contact:

Twelve Fields
North Vancouver, British Columbia, Canada
hello@twelvefields.com