Shipping policy
Shipping & Delivery Policy
Shipping & Delivery Policy
At Coucou Coffee, we primarily operate as a pickup business to ensure every order is prepared fresh and maintains the highest quality.
In-Store Pickup
Most customer orders are prepared for pickup at the selected Coucou Coffee location.
Pickup details are confirmed during the ordering process. Customers are encouraged to arrive at their scheduled pickup time to help maintain product freshness and quality.
Local Delivery
We do not offer standard local delivery for regular retail orders.
At this time, delivery is available only for qualifying business orders, catering orders, and other approved large-volume orders.
Submitting a delivery request does not guarantee delivery.
Business Orders, Catering & Large Orders
Delivery may be available when all of the following conditions are met:
- The minimum order value is generally CAD $300.
- Orders must be placed at least 48 hours in advance.
- All delivery requests require review and confirmation by our team.
- Deliveries are generally scheduled on Monday or Tuesday only.
- Customers cannot request a specific delivery time. Our team will determine and confirm the delivery schedule based on operational availability.
Additional delivery limitations may apply depending on order size, destination, weather conditions, and scheduling capacity.
Cake Delivery & Cold Chain Management
Food safety and product quality are our highest priorities.
For qualifying cake deliveries, Coucou Coffee follows cold-chain handling procedures to help maintain product quality throughout transportation.
Our delivery procedures may include:
- Transporting cakes in insulated or temperature-controlled containers whenever applicable.
- Monitoring and recording product temperatures during transportation.
- Recording the product temperature upon arrival at the delivery destination.
- Minimizing the amount of time products remain outside refrigerated conditions during loading and delivery.
These procedures are designed to help preserve freshness, food safety, and product quality throughout the delivery process.
Temperature records may be retained for internal quality assurance and food safety purposes.
Customer Responsibilities
Customers should inspect their order upon delivery whenever possible.
Once the order has been accepted by the customer, proper handling, transportation, storage, and refrigeration become the customer's responsibility.
For best quality and food safety, cakes and other perishable products should be refrigerated promptly after delivery unless otherwise instructed.
Delivery Delays
While we make every effort to deliver orders on schedule, delivery times may occasionally be affected by circumstances beyond our control, including but not limited to:
- Severe weather
- Traffic conditions
- Road closures
- Unexpected operational issues
If a significant delay occurs, our team will make reasonable efforts to notify the customer.
Order Changes & Cancellations
Delivery orders, catering orders, and custom-made products require production planning.
If you need to modify or cancel an order, please contact us as early as possible.
Once production has begun, changes or cancellations may not be possible.
AI Assistance
Our AI assistant cannot:
- Approve delivery requests
- Approve delivery exceptions
- Schedule delivery times
- Guarantee delivery availability
- Approve refunds, replacements, or compensation
If your request requires review, the AI will direct you to contact our team at: