Frequently asked questions

COVID-19 Information

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 visit: https://www.nespresso.com/ca/en/registration?execution=e1s1, 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 change my delivery/billing address?

  You may change your address preferences under My account and My addresses.

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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.

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• How do I change my personal information?

  To change your email address or password, please login to your member account and click on My account Information.

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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.

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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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• 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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• 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 200 or more Original pods, 150 or more Vertuo pods, or on any coffee machine. For more details on our shipping options, please click here. 

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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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• 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 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 use our Contact Us form.

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• How can I print a copy of an invoice?

  While it is currently not possible to print one directly form our website, rest assured that we will be happy to send you one to the email address in your member account. To proceed, please send us an email through our Contact Us section indicating the order or invoice number.

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• What modes of payment do you accept?

  We accept the following cards for orders placed online and over the phone:

     

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

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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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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 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

• 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.

  Variations (Flavoured Coffees)

  For our Variations, 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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• How much do Nespresso capsules cost?

  All of our Coffees are sold in sleeves of 10 capsules each. Original capsules price vary between CAD $7,80 and CAD $8,60 and Vertuo sleeves vary from CAD $8,80 to CAD $12,20. There are no taxes applicable on coffee.

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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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• 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 6-9 months from the date of production and the coffee 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. Therefore, we guarantee the capsules’ freshness for a minimum of 4 months from the date of purchase. 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 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

• How do I choose a machine?

  We invite you to explore the full range of our machines by following this link.

  At the moment, two machine technologies are available: Vertuo and Original. The Original Nespresso machines operate on a 19-bar pressure extraction system and they allow you to create 40 ml Espressos and 110 ml Lungos. The Vertuo range uses our patented Centrifusion™ technology to create 414 ml and 230 ml large-cup coffees, 150 ml Gran Lungos as well as 80 ml double espressos and 40 ml espressos at the touch of a button.

  If you want to prepare milk-based recipes such as cappuccino or latte, you can add an Aeroccino milk frother to the machine of your choice. Most of our machines can also be purchased together with this accessory.

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• How can I best maintain my Aeroccino?

  Please call us to troubleshoot any issues relating to the use of your Aeroccino. If we determine that the machine is defective and needs to be replaced, one of our Machine Specialists will be happy to assist you further.

  Please know that froth results will vary based on the type, origin, and, most important, the freshness of the milk used. Use the coiled milk frothing whisk for cappuccinos and latte macchiatos.

  For best results, use ice cold milk from a newly opened container. Milk proteins break down rapidly after exposure to light and oxygen and, therefore, milk that is perfectly suitable for most culinary applications can sometimes produce unsatisfactory frothing results.

  Also, different brands and types of milk will produce different qualities of froth. Milk quality fluctuates throughout the year, so the same brand and fat content may produce different results in the spring or the winter.
  
  The Aeroccino should be rinsed out with cold, running water, until it is cool to the touch, especially if it is being used more than once in a row. Furthermore, keep both whisks clean to ensure proper circulation of heat. Nespresso recommends thoroughly washing the surface of the Aeroccino after each use with a soft sponge and non-abrasive soap to keep from damaging the non-stick surface.

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• I'm experiencing issues with my machine; how can I receive assistance?

  First, we invite you to check our Machine Assistance page here.

  If unsuccessful, please call us via our toll-free number 1-855-325-5781 so a Machine Specialist can troubleshoot the issue. They are available Monday-Friday from 8 AM ET to 10 PM ET and Saturday-Sunday from 8 AM ET to 8 PM ET and they will be happy to help you.

  Technical assistance is also available at our Montreal Boutique located at this address: 

  2045 Rue Crescent 
  Montreal, QC H3G 2C1

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• Where can I find the user manual for my machine?

  You may find the user manual for your machine by clicking here.

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• How can I best maintain my machine?

  For the best maintenance of your Nespresso machine, we recommend you to:
  
  

  • Eject the capsule after each use
  • Run water through the machine before and after each use
  • Regularly empty and rinse the capsule container
  • Regularly empty and rinse the drip tray

  
  Furthermore, Nespresso recommend you descale your machine on a regular basis by following the descaling frequency in your user manual. Over time, water used during brewing may cause internal mineral build up, which can affect the flow, temperature and overall performance of your machine.

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• Why is there no froth produced by my Aeroccino?

  Usually, if the milk frother is heating and the whisks are spinning, it is functioning properly.
  
  In fact, froth results will vary based on the variety, origin and freshness of the milk.
  
  To obtain the best froth results, we invite you to follow these user tips :
  
  

  • Before the first use and between uses, rinse the inside of the Aeroccino with cold, running water for about a minute
    
    
  • Experiment with different cartons of milk; we find that UHT (Ultra High Temperature) milk produces very consistent froth
    
    
  • Fill the Aeroccino with the correct amount of milk: first line for the frothing whisk and second line for the latte whisk

  
  In addition, even if you always use the same milk, it sometimes happens that it forms an ephemeral foam that disappears in a few seconds. There are several reasons to explain this phenomenon: the nutrition of the dairy cows, the timing of the lactation cycle, poor weather conditions, and the technique used to cool raw milk on the farm.

  It is important to always store the milk in the refrigerator between 4 °C and 6 °C. Moreover, a fresh milk often foam better than a milk kept for several days.

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• What is the Nespresso warranty?

  To benefit from the warranty (1 or 2 years, depending on the machine model) and our Assistance Service Program, your machine must be purchased in Canada. Machines purchased abroad are not covered under the Canadian warranty, nor are they guaranteed to work on North American electric specifications (120 V, 60 Hz), even with a transformer.

  Nespresso warrants this product against defects in materials and workmanship for the below-noted warranty period and starts on the date of purchase. Nespresso may require presentation of the original proof of purchase to ascertain that date.
  
  

  • KitchenAid, De'Longhi's Lattissima and Breville's Creatista models: 2 years
  • All other models: 1 year

  
  During the warranty period, Nespresso will either repair or replace, at its discretion, any defective product at no charge to the owner. Replacement products or repaired parts will be warranted for only the unexpired portion of the original warranty or six months, whichever is greater.

  This limited warranty does not apply to any defect resulting from accident, negligence, misuse, failure to follow the product instructions, calcium deposits, improper or inadequate maintenance, normal wear and tear, use for commercial purposes, use on current or voltage other than as marked on the product, unauthorized product alteration, fire, lightning, flood, or other external causes.

  This warranty is valid only in the country of purchase or in such other countries where Nespresso sells and services the same model with identical technical specifications. Warranty service outside the country of purchase is limited to the terms and conditions of the corresponding warranty in the country of service.

  Except to the extent allowed by applicable law, the terms of this limited warranty do not exclude, restrict or modify the mandatory statutory rights applicable to the sale of this product to you and are in addition to those rights.

  If you believe your product needs assistance, please contact Nespresso for instructions on where to send it for repair.

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• How do I order a descaling/cleaning kit?

  You can purchase it here, at any of our Boutiques or by calling our toll-free phone number 1-855-325-5781. 

  Nespresso recommend you to descale your machine on a regular basis by following the descaling frequency in your user manual. Over time, water used during brewing may cause internal mineral build up, which can affect the flow, temperature and overall performance of your machine.

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• How do I order spare parts for my machine?

  Our spare parts are available for purchase directly from the Nespresso Club, via our toll-free phone number 1-855-325-5781 but are not covered by the machine's warranty. Our Machine Specialists will be happy to confirm the availability of the part you need over the phone.

  Internal parts are not available for sale; if you are having trouble with your machine, please contact us by phone for further assistance.

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• Can I use my Nespresso machine purchased in Canada or purchased abroad in another country?

  Unfortunately, Nespresso do not offer a machine with variable voltage allowing you to use it outside of the country where it was purchased. All machines manufactured and sold through Nespresso Canada operate at 120 V 60 Hz and they should only be used in North America.

  We strongly recommend purchasing your Nespresso machine from the country in which it will be used to ensure that it will work as intended.

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• Can I order internal parts for my machine?

  Internal parts are not available for sale; if you are having trouble with your machine, please contact us by phone 1-855-325-5781 for further assistance. A troubleshooting assistance must be provided prior to sending your machine to our repair center.

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• What can I do if the capsule does not stay in the capsule chamber?

  If the capsule’s rim is bent, it may prevent it from sitting correctly in the capsule chamber. You may bend the rim down by hand and reuse the capsule.

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• I won’t be using my machine for the next few months, how can I empty my machine?

  Nespresso recommend you to empty your machine before a prolonged period of non-use such as a storage of the unit or before a repair to prevent freezing of the internal pipes during winter. To proceed, please follow the emptying steps on our Machine Assistance Page.

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Accessories

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

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

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Promotions & Partnerships

• 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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• What is the Welcome Offer?

  A Welcome Offer is available for new Nespresso Club members upon their registration to the Club. For more information on this exclusive offer, please register your machine online, contact us via our toll-free number 1-855-325-5781, or visit any of our Boutiques.

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

  Please send us an email using the Contact Us section, include your contact information and a description of your event or partnership request. We will be happy to send it to the appropriate department.

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