1. WHAT IS SPECIALTY COFFEE?
2. The Specialty Coffee Association (SCA) defines ‘specialty coffee’ asArabica coffee with a cup score of 80+ points on a 100-point grading system. The coffee must be cupped by a certified Q-Grader, or quality grader, who is credentialed to score coffees based on the standards developed by the Specialty Coffee Association of America’s (SCAA). 

Pilot Coffee only sources coffees that have received a grading of 84-points or higher. 

1. WHAT IS ‘DIRECT TRADE’ COFFEE?
   
2. Direct Trade means working directly with the producers who share their high quality specialty coffees with the roastery. It’s a sourcing philosophy that emphasizes genuine relationships, mutual benefit and full transparency between producer, roaster and consumer. Through Direct Trade, we know the premium prices we pay go straight into the hands of our producer partners. And by travelling to origin regularly, we know first-hand that each coffee we purchase has been produced ethically, sustainably and with the highest level of skill and care.  

While Direct Trade is not always accessible for a variety of reasons, most of the coffees we source meet our Direct Trade policy standard. Look for the Direct Trade icon on our bags that indicate when this standard has been met.  

To learn more about our sourcing philosophy visit our Direct Trade page.

1. WILL MY COFFEE BE FRESHLY ROASTED WHEN I RECEIVE IT IN THE MAIL?
   
2. Absolutely! We roast, bag, pack and ship Monday through Friday every week. For the best brewing experience, we also suggest resting your coffee for this amount of time, which allows the beans to degas – where C02 is released from the beans after roasting. We believe this will deliver more flavour and clarity in your cup.

1. WHAT IS YOUR ROAST STYLE?
   
2. As roasters we target the sweetest point in each coffee’s development. We believe that point is typically unlocked within the spectrum of amedium roast, which produces a clear expression of each coffee’s unique profile. This philosophy–known as omni-roasting–gives you the flexibility to enjoy our entire lineup of coffees by any brew method: from filter to espresso!

1. HOW TO READ OUR COFFEE BAG LABELS
   
2. While we appreciate the nuance of every bean, we also understand that palates and taste preferences vary. To help you find the perfect cup, we share the following details on our bags and labels:

• ORIGIN DETAILS:
  All single origin coffee labels include country, growing region, growing altitude, farm name, producer name and coffee varietal. 

• TASTING NOTES: 
  Our roasters will taste and assess each coffee to identify three distinct tasting notes; the first two describe taste and the third describes the texture or ‘mouthfeel.’ 

• ROAST PROFILE SLIDING SCALE: 
  Our custom ‘Light-to-Dark’ scale represents a spectrum within our medium roast profile. Coffees on the ‘Light Roast’ end of the scale will typically be more ‘Adventurous’, while coffees on the ‘Dark Roast’ end will be more ‘Classic’. 

• ROAST DATE: 
  We roast, bag and ship our coffee Monday through Friday. Coffee ordered online will typically arrive within seven days of its roast date. 

• BEST BEFORE DATE: 
  While your coffee won’t ‘go bad’, the complexity and intensity of flavour will diminish over time. Your coffee is optimal for brewing one week after the roast date, and we recommend enjoying your coffee within six months of roasting.

• ‘DIRECT TRADE’ ICON: 
  Direct Trade means ‘relationship coffee’. These coffees are purchased directly from our producer partners and allow us to share their unique story (see above for further details). 

• BIOTRE 2.0 LOGO: 
  Our 340g coffee bags are made from renewable and compostable resources such as wood pulp. BiotrēTM is an environmentally friendly option that uses less fossil fuels during manufacturing and has a significantly lower carbon footprint than most packaging on the market.  

• ‘LIMITED EDITION’ SEAL: 
  Limited Edition coffees are particularly rare or unique and available in limited quantities.

. WHAT ARE MY SUBSCRIPTION PAYMENT OPTIONS?

1. We have two different options:prepaid and pay-as-you-go. Both provide the same level of customization to create a plan that perfectly fits your lifestyle.

1. WHEN WILL I BE CHARGED FOR MY SUBSCRIPTION?
   
2. Prepaid subscriptions are paid in full once your order is confirmed. Pay-as-you-go subscriptions are paid for with every shipment (at the frequency that you choose). Your first pay-as-you-go payment is also due once your order is confirmed. 

1. WHEN WILL I RECEIVE MY FIRST DELIVERY?
   
2. Your first subscription should be ready to ship within two business days of signing up. See the SHIPPING section of our FAQ for more delivery details. If you’d like to request a custom start date, send us an email and we’ll make the arrangements for you!

1. HOW DO I UPDATE MY BILLING INFORMATION?
   
2. When you visit our website be sure tolog in to your account then click ‘MY ACCOUNT’ in the top right corner.

1. HOW DO I MAKE CHANGES TO MY SUBSCRIPTION?
   
2. Most subscription updates can be done manually by logging in to your account and clicking ‘MY ACCOUNT,’ followed by ‘EDIT SUBSCRIPTION DETAILS.’ This includes making changes to yourpayment method, shipping address, changing to your delivery frequency, and more! For more specific requests, contact us and we will do our best to help.

1. CAN I START A GROUND COFFEE SUBSCRIPTION?
   
2. At this time we only offer whole bean subscriptions but we hope to offer ground coffee subscriptions in the future. Watch this space…

1. WHAT IS ‘ROASTERS CHOICE’?
   
2. The Roaster’s Choice–which is curated by, you guessed it, our roasters–lets subscribersexplore our most recent single origin beans. The coffees featured under Roaster’s Choice are not publicly announced and change regularly, but always represent what our roasters are enjoying at the moment. A great option for the more adventurous coffee lovers out there!

1. CAN I TEMPORARILY PAUSE MY SUBSCRIPTION??
   
2. We cannot pause your subscription, but you can skip a delivery and/or change the date of your next pay-as-you subscription payment.

To skip a delivery log in into your account: 

1. Login into your account and click VIEW SUBSCRIPTIONS
2. Click VIEW
3. Select EDIT under SKIP YOUR NEXT DELIVERY 

1. I WANT TO ADD/REMOVE COFFEE BAGS FROM MY DELIVERIES?
   
2. This is not a current profile feature but we can do our best to assist you with any special request. Please contact us and we will share some options with you.

The best alternative is to change the frequency of your shipments. For example, if you would like to increase the number of bags you receive, you can increase the frequency of your shipments. 

1. Login into your account and click VIEW SUBSCRIPTIONS
2. Click VIEW and select EDIT SUBSCRIPTION DETAILS
3. Edit the frequency by selecting from the dropdown menu

Note: be sure to confirm your ‘NEXT CHARGE DATE’ after making edits.

1. MY ACCOUNT SAYS ‘SUBSCRIPTION ON HOLD,’ WHAT DO I DO?
   
2. This is usually due to a billing issue. Double-check that all of your billing and payment information is up to date, and contact us if you are still having issues.

1. WHAT DOES ‘ORDER IN PROCESS’ MEAN?
   
2. It means that we have confirmed your order and it’sin the queue to be roasted, bagged and packed at the roastery. Once those steps are complete, your order will be ready for shipping!

1. CAN I ADD MORE ITEMS TO AN UPCOMING SHIPMENT?
   
2. If your order has not yet left the roastery, we will try our best to make any last-minute changes. Please contact us directly and we will get back to you!