Canada Post Strike

• Why can’t I choose a Canada Post pick-up point or PO Box for delivery anymore?

  Due to the Canada Post strike risk, we have temporarily removed the option to ship to Canada Post pick-up points and PO Boxes. This decision was made to avoid delays and ensure your orders reach you as smoothly as possible.

  We sincerely apologize for any inconvenience this may cause. If you need assistance or alternative delivery arrangements, please don’t hesitate to contact us.

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Recycling & Sustainability

• How can we recycle our capsules?

  At Nespresso, we're committed to sustainability and encourage you to recycle your used coffee capsules. Depending on your location, we offer various dedicated recycling solutions. To find out what options are available to you, visit this page.

  Please note:

  • To locate the nearest drop-off point for your used capsules, use our Store Locator.

  • For newly eligible created accounts, it may take up to 31 days for recycling bags to be automatically included with your orders. If you need additional bags during this period, don't hesitate to contact us.

  We thank you for contributing to recycling ♻

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

  To request additional recycling bags, please contact us.
  Kindly note that bags are provided free of charge when coffee capsules are purchased online, by phone, by live chat or in one of our Boutiques. You just need to be targeted for one of the recycling solutions.
  Our green and red bags can contain up to 50 Vertuo capsules or 100 Original capsules, while our black bag can contain up to 100 Vertuo capsules or 200 Original capsules.

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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. For newly created accounts that are eligible to the program, it may take up to 31 days for recycling bags to be automatically included with your orders. If you need additional bags during this period, don't hesitate to contact us.

  We thank you for contributing to recycling ♻

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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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• 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?

  Yes, Nespresso offers organic coffee. The Master Origin Peru Organic is Nespresso's first certified organic coffee, which is part of the Master Origins range for both Original and Vertuo systems.

  This coffee is known for its smooth toasted cereal and fruit notes, and it's sourced from the remote Andean slopes in the Northeast of Peru, where farmers have honed their craft to grow the finest organic Arabica coffee beans.

   

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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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• Where can I safely dispose of a Nespresso machine?

  Please note that most of our machines can be repaired and enjoyed for a long period of time. If that is no longer possible, please bring it to one of our boutiques or at your local eco-centre to properly dispose of an unusable Nespresso machine.

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General Information

• Where is Nespresso based?

  Nespresso is a Swiss-based company with global presence. Nespresso Canada’s headquarters is in Montréal, Québec.  

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• How many boutiques do you have in Canada?

  We have a network of 36 boutiques in Canada and over 1000 employees across the country.  

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• Where is your coffee produced and imported from?

  Nespresso coffee (B2C & B2B) is harvested and carefully selected in the countries of origins, in some key regions of Latin America, Africa or Asia, before being sent to Switzerland where the coffee will go through a thorough screening and manufacturing process from roasting to packaging. Our Nespresso capsules are imported from Switzerland directly.  

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• Where are your machines produced and imported from?

  B2C 

  Nespresso machines are produced directly in Europe or Latin America by external manufacturers and directly imported to Canada.  

   

  B2B 

  Nespresso machines are produced directly in Europe or Asia by external manufacturers and directly imported to Canada.  

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• Where are your accessories / food bites made?

  Our accessories and food bites are imported from Europe and Asia. 

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• Where are your Starbucks by Nespresso capsules made and packaged?

  Starbucks by Nespresso capsules are made and packaged in Switzerland just like other Nespresso coffee products.  

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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 I already have a Nespresso Club Member Number. 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 do not have a Nespresso Club Member Number yet and follow the instructions. You will receive your member number by email.

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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?

  To update your delivery or billing address, please follow these steps:

  1. Log into your account.
  2. Navigate to the My addresses section.
  3. Here, you can manage and edit the addresses saved on your account.

  Please note: Once an order is being processed, it is not possible to change the selected delivery address.

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

  If you are unable to see the coffee capsules on the order page, try the following steps:

  1. Sometimes, a simple refresh can resolve display issues. Click the refresh button on your browser or press the F5 key to reload the page. This will help determine if the coffee capsules appear after the refresh.

  2. Clearing your browser cache can also help resolve display problems. To do this, go to your browser's settings or preferences and find the option to clear the cache. Follow the instructions provided to clear the cache. Then, revisit the order page to check if the coffee capsules are visible.

  If you have completed the above steps and are still experiencing issues, please don't hesitate to contact our support team.

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• How do I change my personal information?

  To update your personal information, such as your password and email address, please follow these steps:

  1. Log into your online account.
  2. Go to the My Account Information section.
  3. You can edit your personal details here.

  Don't have an online account? No problem! Click here to create one and manage your information easily.

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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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Orders, Payments & Returns

Subscriptions

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.

  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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• What is Nespresso’s decaffeination process?

  At Nespresso, we are dedicated to ensuring the quality of our coffee while also being mindful of our environmental impact. To decaffeinate our coffee, we employ two processes that maintain the coffee's natural quality:

  1. Water Decaffeination Method: This method uses water to gently remove caffeine from the coffee beans.
  2. Carbon Dioxide Method: In this process, green coffee beans are soaked in water, and then carbon dioxide is used to extract the caffeine.

  Both methods are safe and environmentally friendly, preserving the coffee bean's true nature and allowing us to offer a variety of rich aromas to our Club members. Nespresso's decaffeinated coffees are made from the same high-quality green coffee beans as our other products and undergo the same rigorous quality controls.

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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 the caffeine content of Nespresso capsules?

  The caffeine concentration depends on multiple variables. For example, the amount of coffee used to make the coffee, 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%), or the length of the extraction. Decaffeinated coffee capsules contain less than 0.1% of caffeine.

  Here's a general guide:

  • Vertuo Capsules: Range between 60mg and 200mg of caffeine per cup, except for half caffeinated & decaffeinated blends.
    - Espresso coffees (40ml) range from 60 to 150mg of caffeine per cup.
    - Double Espresso and Gran Lungo coffees (80ml and 150ml) range from 120 to 200mg of caffeine per cup.
    - Mug and Alto coffees (230ml and 414ml) range from 130 to 200mg of caffeine per cup.
    - Decaffeinated coffee ranges from 4 to 12mg of caffeine per cup, while the Half Caffeinato holds about 70 mg of caffeine per cup. 
  • Original Capsules: Range between 40mg and 130mg of caffeine, except for decaffeinated blends.
    - Ristretto & Espresso (25ml - 40ml) range from 40 to 130mg of caffeine per cup.
    - Lungo (110ml) contains 70 to 110mg of caffeine per cup.
    - Decaffeinated coffee ranges from 2 to 4mg of caffeine per cup.

  Please note that, due to the different variables, we can only provide ranges for each size. 

  For more specific information on the impact of coffee and health please see Coffee & Health (coffeeandscience.org).

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• How much added Vitamin B12 is in Vivida?

  With Vitamin B12, one cup gives you 35% of your recommended daily value:

  0.85 mg of Vitamin B12 per serving. 

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• How many Vivida B12 coffee can I drink per day?

  Coffee should be part of a varied and balanced diet and healthy lifestyle. We advise coffee lovers to enjoy up to 2 cups per day. Vivida has 160 mg of caffeine per cup. A moderate caffeine intake of up to 400 mg per day and up to 200 mg per serving does not have any adverse effects on health for a healthy adult population.

  For people consuming Vitamin B12 supplements, it is recommended not to exceed 1 cup per day. 

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• How much added Vitamin B6 is in Active?

  With Vitamin B6, one cup gives you 24% of your recommended daily value:

  0.40 mg of VItamin B6 per serving. 

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• How much Active Vitamin B6 coffees can I drink per day?

  Moderate consumption, up to three cups per day, does not have any adverse effects on health.

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• Where is your coffee produced and imported from?

  Nespresso coffee (B2C & B2B) is harvested and carefully selected in the countries of origins, in some key regions of Latin America, Africa or Asia, before being sent to Switzerland where the coffee will go through a thorough screening and manufacturing process from roasting to packaging. Our Nespresso capsules are imported from Switzerland directly.  

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Machines

• Where are your machines produced and imported from?

  B2C : Nespresso machines are produced directly in Europe or Latin America by external manufacturers and directly imported to Canada.  

   

  B2B : Nespresso machines are produced directly in Europe or Asia by external manufacturers and directly imported to Canada.  

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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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• Where are your accessories / food bites made?

  Our accessories and food bites are imported from Europe and Asia.   

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Promotions & Partnerships

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

  The Welcome Offer is an exclusive offer for new Nespresso Club Members during the first year of membership!
  
  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.

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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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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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• Where are your Starbucks by Nespresso capsules made and packaged?

  Starbucks by Nespresso capsules are made and packaged in Switzerland just like other Nespresso coffee products.  

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