FAQs

Our roastery and packaging facility is located at 130 Anderson St, Ottawa, ON. 

Every coffee we offer is proudly Fairtrade certified, which guarantees a minimum price to protect farmers from unpredictable market swings. This means more stable incomes, fairer wages, and the opportunity for farmers to invest in their families, communities, and futures.

We’re proud to be one of the first coffeehouses in Canada to serve and roast Fairtrade coffee. Read more about our commitment to Fairtrade practices here.

Yes. All of our coffee is certified Organic and verified annually by EcoCert Canada. Read more about our commitment to Organic here. 

You can find our coffee at any of our Ottawa Coffeehouses, or pick it up at select Whole Foods, Costco, and Farm Boy locations. Our retail partners are always growing, so check out our Locations page for the latest list of spots carrying Bridgehead coffee.

Absolutely! All of our coffee is available on our online store, or on Amazon, so you can enjoy it no matter where you are. We also have some amazing wholesale partners who sell our coffee outside of Ottawa. Check out our Locations page for the most up-to-date list, or email us at [email protected] to see if there’s a retail seller near you.

It’s best to keep coffee in an airtight container in a cool, dark environment. It also keeps the coffee fresher if you keep it as whole beans and grind it only when you are ready to use it.

Please feel free to send us an email including the roast level and possible notes that you are looking for, and we will give you our best recommendation from our line up! Another option would be to try our Rotating Selection Subscription to get a taste for some of our specialty limited time coffee. 

Our Biotre bags feature a superior seal. This means your favourite Bridgehead beans stay aromatic and delicious, keeping that peak flavour locked in for longer. The outer layers are made from 60% plant-based materials (like wood pulp and natural Kraft paper) that are designed to break down into healthy compost in just 12 weeks in a private composting environment. The inner layer is also 100% plant-based (from renewable resources like cane sugar) and engineered to break down significantly faster than traditional plastics, reducing landfill waste.

Orders can only be canceled before they enter fulfillment and payment is finalized. If you wish to cancel, please reach out to us with your order details as soon as possible.

Once an order is placed, there is a brief window where we are able to make changes. If your coffee has yet to have been sent out, in some cases, we are able to update your shipping address, contact information, remove or add items. Please just contact our customer service team as soon as possible after placing your order.

Coffee is perishable and is roasted to order, so we're unable to accept returns on coffee. However, if there was an error with your order, if you were dissatisfied, have questions about how to brew it, or concerns about the quality, our guest support team is here to help you. 

For any issues or warranty claims regarding your brewing gear, we kindly ask that you reach out directly to the manufacturer. Their team will be best equipped to help troubleshoot or replace the item for you!

We're not able to offer an espresso grind for online orders. For online orders the ground setting is a coarse medium grind best suited for drip, pour over and french press. However, if you visit our coffeehouses or place a cafe order through our app, the baristas can help you using our cafe equipment.

Currently, we only ship in Canada.

We offer fast and free shipping Canada-wide on orders over $45. 

Our roastery and production facility operates Monday to Friday, excluding public holidays. Here’s what to expect for delivery times after your order has shipped:

• Ontario & Quebec: 1 – 2 business days (Local Ottawa & GTA orders often arrive next-day)
  
  Manitoba, New Brunswick, Nova Scotia & PEI: 3 – 4 business days
  
  British Columbia, Alberta, Saskatchewan & Newfoundland: 4 – 6 business days
  
  Northwest Territories, Yukon & Nunavut: 7 – 10+ business days
  
  Remote Addresses / PO Boxes: 5 – 10 business days (shipped via Canada Post)

For your convenience, we select the best shipping provider based on the address entered at checkout. In some cases, orders may ship via Canada Post (e.g., PO boxes, rural addresses).

Please note: These are estimates and not guaranteed delivery times. Shipping times may vary based on a variety of factors.

Once your order is processed, you’ll receive a confirmation email with your order details and a tracking number. Use the tracking link in the email or enter your tracking number on our tracking page.

In Ottawa: Local deliveries are handled by GopherIt.

Outside Ottawa: We primarily use UPS Ground for standard shipping. Orders may also be delivered by Canada Post in specific cases, like PO boxes or rural addresses.

Yes! We offer free pick-up at our roastery location at 130 Anderson St. 

Subscriptions are a great way of making sure you always have fresh, delicious coffee in your home. We automatically send you coffee on a flexible schedule that matches your needs. Cancel, pause, or change easily and at any time.

Change or pause your subscription at anytime by logging into your account here, or by texting our SMS Concierge at +18444350439

Once logged into your account, you are able to edit your name and address. For any other account inquires, please send us an email, and we are happy to make those adjustments for you. 

To inquire about getting a wholesale account with us, you can find more information and fill out our contact form here: Wholesale

We’re sorry your item didn’t arrive in perfect condition! Please email us with a photo of the damaged item, and we’ll sort it out for you as quickly as possible.

Don’t worry—this happens sometimes! Here are a few steps to try:

• Check around your home or building in case it was tucked somewhere unexpected.

• Ask your neighbours or building management to see if they picked it up for you.

• Double-check the shipping address in your order confirmation email to ensure it’s correct.

• Occasionally, carriers mark a package as delivered before it arrives. Give it a bit more time to show up.

If you’ve done all this and still can’t find it, please reach out to the carrier or email us for additional help.

We are sorry to hear you received the wrong item in your order! Please email us with:

• A photo of the item you received

• The name of the item(s) that are missing

Before emailing, double-check the package for any notes or packing slips—they might mention if the rest of your order is arriving separately. 

We stand by the freshness and quality of our products. If you’re not satisfied with your purchase, please email us, and we’ll work with you to see if a refund is possible.

Please double-check your confirmation email to ensure the gift card wasn't scheduled for a future delivery date. Alternatively, these emails can sometimes land in the recipient's junk or spam folder. If they’ve checked there and still haven't received it, please reach out to us directly we will be happy to resend it for you!

You can use your e-gift card or physical gift card at most of our Ottawa coffeehouses, shop with it online, or even add it to our app to order ahead and skip the line.

Our gift cards are not accepted at our airport or Carleton University locations. These locations use a different point-of-sale system that is not compatible with our gift card program, at this time. 

All gift card sales are final. Both our digital cards and our physical cards are non-refundable. The good news is that they never expire!

You can check your gift card balance by typing in the serial number here: Check Balance

All of our food is freshly made in Ottawa by Bytown Catering. Our baked goods are delivered nightly by our drivers to each of our coffeehouses.

Yes, our Roastery and Coffeehouse at 130 Anderson St is open to the public. Please note that volume levels at this location are higher during roasting hours than at other Bridgehead locations. We roast Monday to Friday in the mornings, however, exact times are subject to change.

You can download the app here: Bridgehead App. Or, go to the app store, type "Bridgehead" and look for the app with the green background.

Yes. As long as the phone number used to log into the app is the same one that is linked to your account, all points will transfer over. This usually happens within a few seconds of signing in for the first time, however it can take up to 20 minutes. If your points still are not showing up, we recommend fully closing the app and restarting it after your first login.

Our goal with this app is to enhance the overall guest experience at Bridgehead and tackle the most asked-about missing features from our old app. Here are some perks: birthday rewards, password-less sign in, ability to pre-load store credit, saved "favourite's" section, and much more.

Our Loyalty Program allows customers to earn points with every coffeehouse purchase. To create a Loyalty Profile, either download our app here: Bridgehead App or sign up in-store on one of our tablets. 

Earn 1 point for every $1 spent and treat yourself to:

• 35 points: Free brewed coffee or tea

• 55 points: Free baked good

• 65 points: Free specialty beverage

• 100 points: Free breakfast item

• 150 points: Free lunch item

• 250 points: Free 300g bag of coffee

Your coffeehouse loyalty profile and online store login are currently two separate accounts. At this time, loyalty points cannot be earned or redeemed for online purchases. The good news is that our team is actively working on a unified loyalty solution for our online customers. In the meantime, we encourage you to sign up for our newsletter to stay in the loop and receive exclusive online offers and promotions!

When you sign up for Bridgehead Rewards, you unlock a host of benefits:

• Redeem points for brewed coffee, tea, specialty drinks, baked goods, meals, or even a bag of coffee beans.

• A free specialty drink during the month of your birthday. 

• Get early notice on new coffee and tea releases if you opt-in for product updates via email.

Any remaining balances from our previous loyalty program were emailed out in an e-gift card format on September 30th 2024. If you did not receive this email, please let us know and we will happily re-send it for you. If your points did not automatically transfer over when you signed up for our new program, please send us a message, and we will look into it for you. 

Most locations! Unfortunately, not at our airport or our Carleton University coffeehouses. These locations use a different point-of-sale system that is not compatible with our gift card program or loyalty program at this time.