Website & App Support

• How do I create an online member account?

  If you already have a member number and wish to activate your account online to place orders, please click here, fill the form and click on Yes, I have already bought Nespresso coffee. You will then need to enter your member number and the postal code of your account's main address. 

  If you don't have a member number, please fill the form and click on I have never bought Nespresso coffee.

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• How do I reset my password?

  If you ever forget your password, simply follow this link and enter your email address. You will receive an email that will guide you to set a new password and immediately access your account online.

  Please note that if you do not receive the password reset email, it may indicate that your online account hasn't been created yet. To create it, please click here.

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• How do I change my delivery/billing address?

  You may change your address preferences under My addresses.

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• How do I change my personal information?

  You may change your email address or password under My Account Information, in your online account. 

  If you do not have an online account and wish to change your personal information, please click here to create one. Alternatively, you may call our toll-free phone number 1-855-325-5781.

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• The coffee capsules are not visible on the capsules order page. What should I do?

  It is possible that your browser is not up-to-date. For the best viewing experience, please make sure that your browser is updated to the most recent version. In the event that you are still experiencing issues, please contact us and we will be happy to help you further.

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Orders, Payments & Returns

• How do I track my order?

  To track your order, please click here, log to your online account, select the order you wish to track and click on Track My Order.

  If you placed your order using Guest Checkout, you will receive a confirmation email with a tracking link once your order ships.

  Alternatively, you can track your order using your order # here.

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• My order status has been "in preparation" for a few days now. Why?

  No need to worry. We understand that the current delivery delays are longer than expected and we apologize for the inconvenience. If your order is still "in preparation", it means that it is awaiting preparation or that it will soon be prepared for dispatch. You will receive a shipping confirmation email at this time. Thank you for your patience.

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• When I track my order, there is no tracking number or the tracking has no information. Why?

  A tracking number will only be provided under  once your order has shipped. Please note that it may take up to 24 hours for the tracking link to be updated by the carrier. Thank you for your patience!

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• Does Nespresso offer free shipping?

  Yes. Nespresso offers free shipping with the Recurring Order Service, starting at 50 pods only. Shipping is also free at all times on orders of $99 and more before taxes. For more details on our shipping options, please click here. 

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• Can I modify or cancel an order?

  We unfortunately cannot guarantee changes or cancellation once an order has been completed. Please call the Nespresso Club 1-855-325-5781 as soon as you can to request any changes to your order.

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• How do I order capsules?

  To order coffee capsules delivered anywhere in Canada, simply create a member account by registering online here or by calling our toll-free number: 1-855-325-5781. For any delivery, the order must include a minimum of 5 sleeves (50 capsules).

  You can also purchase your capsules in all Nespresso Boutiques.

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• What is a recurring order?

  The Nespresso recurring order service allows you to set up automatic and recurring orders that will be delivered to you whenever you want, without any shipping fees. To learn more, please click here.

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• Do you deliver to PO Boxes?

  Yes. However, we invite you to call us to place your first order as we do not have a PO Box delivery option directly on our website.

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• Do you ship orders internationally?

  No. Nespresso does not ship orders outside the country where the order was placed.

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• What modes of payment do you accept?

  We accept the following cards : Visa, Visa Debit, Mastercard and American Express for orders placed online and over the phone.
  
  

  Payments made using a Mastercard debit card are unfortunately not available at the moment.
  
  

  You may also pay online using PayPal, Apple Pay (only available through Safari or the Nespresso App on an iOS device) or Google Pay (only available through Chrome or the Nespresso app on an Android device).

   

  Interac® and money payments are also accepted in most of our Boutiques.

   

  

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• How can I print a copy of an invoice?

  You can print a copy of the invoice or view it from your online account under My Orders and click on the icon to download the invoice in PDF format.

  If your invoice is not available, please contact us via the Contact Us page and we will be happy to send you a copy.

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• What can I do if my order is damaged or there is an item missing?

  While we want to offer the best ordering experience to our Club Members, things may unfortunately go wrong. We will be happy to assist you if you call our toll-free phone number 1-855-325-5781 or visit our Contact Us section for more options.

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• What shipping options are available?

  For more information on our shipping options, please click here.

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• Can I use an international credit card online?

  No. If you wish to use a credit card issued outside of Canada, please contact the Nespresso Club at 1-855-325-5781 to place your order directly with a Coffee Specialist.

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• What is Nespresso’s return policy?

  For more information on our return policy, please click here.

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• Do you offer speech to text or text to speech support for deaf or hard-of-hearing customers?

  While we don't have a dedicated phone line for deaf, deafened, hard-of- hearing, or Club members with speech disabilities, the Nespresso Club can be reached through Bell TTY Relay Service by following those steps:

  1. Dial 1-800-855-0511. The Bell Relay operator will answer saying Bell Canada Relay service, (operator's name) speaking, followed by GA (for go ahead).
     
     
  2. Provide the Bell Relay operator the area code and number you would like to call (1-855-325-5781). Although you are not required to give the agent your name or the name of the person you are trying to reach, doing so helps the agent connect to the person you are calling.
     
     
  3. The Bell Relay operator will dial the number and keep you informed, as you will not be able to hear the line ring. After a brief pause, the operator may tell you: "I'm just explaining the Bell Canada Relay service, please hold."
     
     
  4. The Bell Relay operator will let you know as soon as someone answers the call, i.e. "John is on the line, GA" (if you provided a name), and read what is typed, followed by “go ahead,” which is your cue to begin speaking. Always finish by saying “go ahead” so TTY users know it is their turn to respond.

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Recycling & Sustainability

• Are Nespresso capsules recyclable?

  Yes, of course! Nespresso Canada has set up convenient return possibilities to make it easy for Club Members to return their used capsules for recycling. Our recycling partners allow us to give a second life to the aluminum and the coffee grounds.

  For more details on the recycling option available in your area please click here.

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• I didn't receive recycling bags with my first order, why?

  Click here to see if recycling bags are available in your area. If so, you will start receiving recycling bags with your orders within 30 days of your Nespresso Club registration date. We thank you for your patience.

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• Will Nespresso be working on a refillable/reusable pod instead of a disposable one?

  While we will not comment on specific innovations at this time regarding the creation of a refillable or reusable capsule, we are constantly looking for optimal solutions that will continue to ensure the integrity and quality of our product.

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• Does Nespresso offer organic coffee?

  While at this time Nespresso does not provide organic coffee, we do offer coffee sourced from our AAA Sustainable Quality ^TM Program.
  
  The aim of this program, created in collaboration with the Rainforest Alliance in 2003, is to improve the growing practices of the farms from which the highest quality coffees are cultivated. 
  
  We stand by this program over “organic” programs because we believe that other dimensions of coffee production (e.g. economic and social aspects) are equally important to producers, their communities and the future development of their farms.
  
  The AAA Program incorporates the “Tool for the Assessment of Sustainable Quality” (TASQ™). TASQ categorizes and assesses each farm in order to determine how to improve the quality of the final coffee product and the socio-economic well being of the farmers themselves. The following factors are taken into account:

  • Strain of coffee plant, soil type, harvesting practices
  • Use of fertilizers, bio-diversity, water conservation
  • Adequate housing, access to education and health care
  • Yields, productivity, pricing  

  For further information regarding Nespresso’s sustainability initiatives, please visit : https://www.nespresso.com/ca/en/our-choices/sustainable-quality.

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• I need more recycling bags, how can I get more?

  You can ask for additional recycling bags at no extra cost by contacting us through livechat or placing your order by phone at 1-855-325-5781.

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• Why did you change the Vertuo packaging size and remove the cardboard insert?

  We changed the sleeve packaging because we wanted to reduce the amount of cardboard we use. By removing the insert that held the Vertuo capsules, we had to reduce the size of the sleeve so that the capsules would be properly supported. We also wanted to reduce our environmental footprint and take up less storage space on consumers’ shelves.

  The packaging change have no effect on how the coffee is supported in the sleeve or on its quality.

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• Why can’t I add more than X bags on my online order?

  The number of bags is systematically adjusted based on the number of capsules ordered to optimize their full capacity and thus ensure a sustainable use. For example, the green and red bags can contain up to 50 Vertuo capsules and 100 Original capsules, while the black bag can contain up to 100 Vertuo capsules and 200 Original capsules.

  Please note that you will not be able to modify the amount of bags through the Nespresso app, for recurring orders and with the Express Checkout option.

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Coffees

• I’m unable to find and order Alto Intenso or Alto Dolce. Are they still available?

  The Alto Coffees are unfortunately no longer available for purchase. Rest assured that our selection will continue to evolve to offer you a coffee experience tailored to your needs and preferences. Nonetheless, we invite you to visit our current coffee selection by clicking here.

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• Do the coffee grounds come in contact with the aluminum of the capsule?

  Our aluminium capsules have a protective food grade lacquer made of thermoplastic polymers creating a safe barrier between coffee and aluminum. Therefore, it never comes in contact with the coffee grounds.

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• Where can I buy Nespresso capsules?

  Nespresso capsules are available exclusively on our website and mobile application (iOS/Android), over the phone and in Nespresso Boutiques. 

  This unique business model enables us to manage quality at every stage of the coffee value chain - from the farmer to the consumers, allowing us to maintain a direct relationship with our Club Members and provide the best coffee experience.

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• Do your coffee capsules contain allergens?

  Nespresso’s coffee capsules do not contain gluten nor any other allergens. Any references to “nutty” or “cocoa” notes are components of the aromatic profile (naturally occurring in the coffee bean) and do not suggest their physical presence in the coffee capsule.

  Barista Creations (Flavoured Coffees)

  For our Barista Creations coffees, flavours come in the form of a very fine powder, and they are added to the coffee after grinding. These natural substances have a natural origin like plants or flowers, with at least part of the natural substance originating from a base component of the characterized flavour.  The exception is for nut-based flavours where the natural substance does not originate from nuts. None of these flavours contain food allergens or traces of nuts.

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• How many coffee varieties does Nespresso carry?

  To see our current coffee selection, please click here.

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• Do Nespresso capsules have an expiration date?

  Each sleeve displays 2 dates: the production date, and the best before date. The latter date is approximately 6-15 months from the date of production, depending on the coffee. Rest assured that it is completely safe to consume after the best before date. The date simply acts as an indicator of optimal freshness, flavour and aroma.

  Furthermore, Nespresso capsules are hermetically sealed to protect the coffee from light, oxygen and moisture. Because of this, we recommend that our members place larger orders, less frequently so they can save on shipping over time.

  You do not need to keep your capsules in the refrigerator or in the freezer.

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• What is Nespresso’s decaffeination process?

  At Nespresso, we use two different natural processes to remove the caffeine from the green coffee beans we use for our Coffees without altering the coffee’s natural quality.

  The water decaffeination process uses water to remove the caffeine. In the carbon dioxide method, the green coffee is soaked in water after which carbon dioxide (one of the key constituents of air) is used to extract the caffeine.

  Both methods are completely safe for coffee drinkers. The processes respect the environment and the coffee bean’s true nature, allowing us to maintain the strength, variety and richness of its aromas for our consumers.

  Nespresso has several varieties of decaffeinated coffee. These come from the same highest quality green coffee beans and undergo the same quality controls as other Coffees.

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• What is the caffeine content of Nespresso capsules?

  The caffeine concentration depends in part on the amount of coffee used to make the coffee, and the variety of green coffee used in the capsule (Robusta contains an average of 2.4% of caffeine while the Arabica variety contains approximately 1.2%). Decaffeinated coffee capsules contain less than 0.1% of caffeine.
  
  We invite you to consult the following table for more information:
  
  

  • Espresso coffees (40 ml) range: 60–150 mg caffeine/cup
    
    
  • Double Espresso and Gran Lungo coffees (80 and 150 ml) range: 120–200 mg caffeine/cup
    
    
  • Mug and Alto coffees (230 and 414 ml) range: 130–200 mg of caffeine/cup
    
    
  • Decaffeinated coffee range: 4–12 mg of caffeine/cup
    
    
  • Half Caffeinato: about 70 mg of caffeine/cup

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Machines

Accessories / Food & Bites

• Can I put spare parts and accessories in the dishwasher?

  Your machine's parts (water container, capsule container, drip tray) are not dishwasher safe as well as the Aeroccino 3 and Aeroccino +. However, most of our accessories can be put in the dishwasher, including the Aeroccino 4. If in doubt, do not hesitate to contact us by clicking here.

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• What type of accessories do you offer?

  Nespresso offers an exclusive coffee experience, replete with an array of accessories designed for numerous and unforgettable Nespresso moments.
  
  Our full selection of accessories includes glasses, cups, spoons, capsule holders and much more. Our accessories are meticulously chosen to allow you to savour our exceptional Coffees day after day.

  For more information on our accessories, please click here.

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• Why can't I find Nespresso chocolate squares on your website ?

  To ensure the best possible tasting experince with our chocolate squares and to avoid melting, those are only available from October until the end of April.

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Promotions & Partnerships

• What is the Welcome Offer and how can I order it?

  A Welcome Offer is available for new Nespresso Club members upon their registration to the Club or for existing Club Members when they are logged in *. The Welcome Offer is accessible from this page: https://www.nespresso.com/ca/en/welcomeOffer.

  This offer allows you to familiarize yourself with our coffees and includes an accessory to enhance your coffee moments.

  * Please note that this offer is only valid for your first or second coffee order placed online, at a Nespresso Boutique, or by calling our toll-free phone number at 1-855-325-5781.

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• Are promotions available for phone, in boutique and online orders?

  Some of our promotions are only available through phone, boutique or online orders. This will be clearly indicated in the promotion's terms & conditions.

  That being said, please note that promotions including a free accessory cannot be redeemed using the Boutique pick-up option. To benefit from such promotion, please select the Standard Delivery or Post Office Pick-Up delivery method.

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• How can I subscribe to the Nespresso newsletter to never miss a promotion?

  Registering to our newsletter is a great way to stay informed on our product launches, events and promotions. To start receiving it, please log in to your member account, go to Nespresso Newsletter and check the E-Mail option. Alternatively, you can click on this link: https://www.nespresso.com/ca/en/myaccount/showMySubscriptions to access it directly.

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• Where can I send my partnership/donation and marketing inquiry?

  Please visit our Contact Us section to get in touch with us. We will be happy to send your request to the appropriate department.

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• What is the difference between Nespresso Subscriptions and Recurring Orders?

  Coffee Subscriptions

  By subscribing to a Nespresso Coffee Subscription, you pay a fixed amount ($30, $60, $90 or $120) that will be converted into Nespresso credits to purchase coffee via Nespresso.com, by phone, or in our Nespresso Boutiques.

  As a little thank you for being a subscriber, you will receive an 10% credit on your member account. Therefore, a $30 subscription will give you a total of $33 in credit, $60 a $66 credit, $90, a $99 credit and $120, a $132 credit each month.

  You will also benefit from free delivery when placing an order of 50 capsules or more when creating your subscription.

  For more details, please click here.

  Recurring Orders

  Recurring Orders allow you to receive your favourite coffees, sweets and a limited range of accessories at the frequency and address of your choice to save you time and effort.

  You will also benefit from free delivery when creating your recurring order with a minimum of 50 capsules.

  To learn more, please click here.

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Machine Subscription (No longer available)

• What is Subscription?

  It is a new way of on boarding and welcoming you to the world of Nespresso, with an offer for a machine of your choice at a lower price. This offer comes with a 12 month contract: each month you will pay a fee. Your monthly fee becomes credit of the same amount that you can use to buy whatever Nespresso product you want and build your own coffee experience. You can use it to buy Nespresso coffee and accessories.

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• For a VertuoPlus Deluxe machine plan, I need to pay $55 x 12 months, which is $660. This is a lot more than the price of $259 if I buy the machine outright. Why is this?

  The cost of the machine is $1. The $55 monthly fee becomes credit that you can use to buy coffee or accessories in a flexible manner. So the full $660 is for you to use over the 12 months of your subscription. At the end of your subscription any remaining credit can be converted to Nespresso coffee capsules or accessories.

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• Will I own the machine after signing the contract/subscription?

  Yes, you will own the machine from day 1 of the start of your subscription and delivery of the machine to you.

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• Does the machine have the same warranty as a purchased machine?

  Yes.

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• How is the credit applied?

  When you agree to the terms and conditions of your subscription plan, you also become member of the Nespresso Club. This generates a Nespresso Club Member number. The Credit is applied, every month, upon the payment of the monthly fee, directly and automatically on your Nespresso account (you have nothing to do and you can check your Club Credits online on your profile at Nespresso.com, by calling Nespresso, or visiting a Boutique).

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• How soon is the credit applied after the monthly payment has been taken?

  Nespresso Credit (paid from the linked Debit/Credit Card) will be added to your Nespresso account that is linked to your Membership each month within 5 business days of receipt of the Monthly Fee in cleared funds.

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• Can the credit be accumulated on my Nespresso account? E.g. if not used for 4 months will the amount of credit be carried to the next month's plan.

  Yes. Club Credits can be accumulated for 12 months to buy whenever you want. You do not have to use up your credit every month. In addition, you can also use your credit only partially, it will still carry over. Club Credits will even be valid for up to 12-month, after that we will convert any unused credit into capsules or accessories for you to use.

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• If I change my mind, can I cancel with no fees?

  If you have a change of mind on the offer, there will be a cancellation fee. Please refer to terms and conditions for cancellation fees.

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• I already own a coffee machine. Are there any subscription options without a machine?

  If you already have a coffee machine, you might be interested in our coffee subscription plans.

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Starbucks® by Nespresso®

• Does the coffee in the Starbucks capsules taste like Nespresso coffee or Starbucks coffee?

  The coffee in the Starbucks capsules is roasted to the signature Starbucks taste specifications. The Starbucks coffees are classified in three Starbucks roast profiles: blonde, medium and dark.

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• How much do the capsules cost?

  The costs may vary slightly depending on the retail location.

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• Where will Starbucks by Nespresso capsules be available for purchase in Canada?

  The Starbucks by Nespresso capsules are available in major grocery stores and online platforms, such as:

  • Costco
  • Sobeys group: IGA, Safeway
  • Metro group: Metro, Super C
  • Loblaw group: Loblaw, Maxi, Provigo
  • Wal-Mart 

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• Can you recommend Starbucks coffees based on my Nespresso preference?

  To make it easy to find your favorite Starbucks coffee among the range, the products are classified in three roast profiles that give guidance to identify the flavor and intensity, which differs from the Nespresso coffee profiles. For more detailed information please reach out to the Starbucks by Nespresso Customer care at 1-855-625-5787.

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• Will Nespresso sell Starbucks by Nespresso capsules?

  No. Nespresso’s dedicated sales channels will continue to sell only Nespresso products.

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• What material is used for the capsules?

  Starbucks capsules for Nespresso are made of aluminum. Because they are being manufactured by Nespresso, they are made using the same materials and same production processes as Nespresso Original capsules.

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• What is the difference between the existing Starbucks compatible in plastic and those co-developed by Nestlé and Starbucks?

  The new Starbucks by Nespresso capsules are the first and only brand fully benefitting from Nespresso state of the art system technologies. We cannot comment on the other existing Starbucks capsule offer.

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• Can I recycle the Starbucks by Nespresso capsules?

  Yes. The Starbucks by Nespresso aluminum capsules are accepted in the local Nespresso recycling programs. To verify the solution available in your city, you can visit: https://www.nespresso.com/ca/en/irecycle

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• Can I get a Nespresso recycling bag for my Starbucks by Nespresso capsules?

  Absolutely. Please contact us to validate the solution available in your city.

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• Are Starbucks buyers considered Club Members?

  No, Nespresso Club Membership will remain exclusively for Nespresso customers. However, the local Nespresso recycling programs will accept the Starbucks by Nespresso capsules.

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