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• 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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• 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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• 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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• How do I track my order?

  To track your order, please log to your online account, go to the Order List section, 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 number & postal code here.

   

  Please note that we are currently experiencing issues with our tracking tool. You can refresh the page or use the tracking link provided by the assigned carrier. We appologize for any inconvenience. 

   

   

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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 by email once your order has been shipped. Please note that the tracking link update may take up to 48 hours to be visible on the carrier's website. Our delivery times are currently 1 to 3 business days for major urban centers, and 2 to 4 business days for other delivery addresses. Thank you for your patience!

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

  Rest assured, your order is on its way. If your order has been "in preparation" for less than 48 hours, it is currently being processed and will soon be dispatched. You will receive a shipping confirmation email once it is ready.

  However, if it has been "in preparation" for more than 48 hours, please contact us so we can investigate and ensure your order is delivered promptly. We apologize for any inconvenience caused by the delay and appreciate your patience and understanding.

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• Does Nespresso offer free shipping?

  Yes, shipping is free on orders of $75 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 strive to process orders as quickly as possible to ensure timely delivery. As a result, we unfortunately cannot guarantee changes or cancellations once an order has been completed. However, we understand that situations may arise where modifications are necessary. To request any changes to your order, please contact the Nespresso Club at 1-855-325-5781 or via Live Chat as soon as possible.

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• Do you deliver to PO Boxes?

  Due to the ongoing Canada Post strike, we are unable to deliver to PO Boxes. Kindly select an alternative delivery address for the duration of the strike.

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• Why can't I order less than 50 capsules online?

  This contributes to reducing the environmental impact of each delivery and ultimately, your coffee, while preserving the integrity of your order, which could otherwise be damaged by the transportation. 

  Please note that this limit is valid for any orders placed online, over the phone or via our live chat or Messenger channels. We invite you to visit one of our many boutiques for orders under 50 capsules.

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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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• Do you ship orders internationally?

  At this time, we do not offer international shipping. Our focus is on providing the best possible service to our customers within Canada. That said, we invite you to reach out to the Nespresso customer service of the country you wish to order from for further assistance.

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• How do I order capsules?

  Ordering our coffee capsules is easy! We offer multiple convenient channels to fit your needs:
  
  - Create a member account and place your order on our website or app.
  - Call our toll-free number: 1-855-325-5781.
  - Chat with a Coffee specilalist via our Live Chat or Facebook Messenger.
  - Visit one of our many Nespresso Boutiques.

  For all delivery orders in Canada, a minimum of 50 capsules is required. Enjoy the ease of getting your favorite coffee delivered right to your doorstep or picking it up at your convenience from 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?

  All food products (including but not limited to coffee capsules, cookies, sugar sticks, and flavoured syrups) are final sale and cannot be returned once they have been purchased. Should you have received damaged products, please contact us here.

  
  For Nespresso machines and non-food accessories only, Nespresso offers a 14-day return policy if you are not fully satisfied with your purchase. A receipt is required to process a return.

   

  All returns must be shipped to the Nespresso Canada Returns center at the customer's expense. Please include the proof of purchase, with the returned item circled, and send it to:

   

  Nespresso Canada Returns

  151A Avenue Réverchon

  Pointe-Claire, QC H9P 1K1

   

  Please note:

   

  - Items returned after the 14-day policy will not be credited
  - That in-person returns, and machine repair requests are not accepted at the address mentioned above.
  - Your member account will be credited within 30 days of the reception of the item
  - We strongly recommend using a traceable method of shipping to track and ensure its delivery. Save your shipping receipt or take note of the tracking number for proof of return delivery. We are not responsible for return packages that are lost or damaged by the return shipping company.

   

  You may also return your machine directly to a Nespresso Boutique.

   

  IMPORTANT - Any machine purchased from a retailer or other website must be returned to its original seller. We do not accept returns for machines purchased through a retailer.

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• Which cities or boroughs are served by this service?

  Most cities surrounding the Montreal and Toronto area will have access to this delivery service.

  For more details, please click here.

  While this service is still a pilot project, we hope to offer it to more Nespresso Club Members in the near future.

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• Why can't I see this delivery option when I place my order online?

  To have access to this delivery method, the delivery address must be in the delivery area. Furthermore, your order must be placed between 12 AM EST and 12:30 PM EST for Montreal and 11:30 AM EST for Toronto and must contain valid items (capsules, machines or selected accessories).

  Please note that this is a pilot project and that the availability of this service will be limited.

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• What is the Same Day Delivery Option (Nespresso Your Time)?

  If you are located in the Montreal or Toronto area (please see the served zone here), we offer same day delivery at a fixed cost of $11.95 for all capsules (minimum of 50 capsules), machines and selected accessories orders. 

  You can place your order online or by phone at 1-855-325-5781.

  To be able to see this delivery option at checkout, your order must be placed between 12 AM EST and 12:30 PM EST for Montreal and 11:30 AM EST for Toronto. From there, your order will be delivered by 9 PM on the same day.

  Please note that this is a pilot project and that the availability of this service will be limited.

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• What will happen if I'm not home or unavailable to receive my order?

  If you are unavailable, the driver will leave your order at the door if there is a reasonably safe location (recipient's door or unit door, for example) and if no signature is required at the time of delivery.

  If you requested to not safely drop your package or if the driver is unable to find a reasonably safe location, a delivery attempt will be made on the next business day.

  Please note that we cannot safe drop a package in front of a business or apartment building (including mailroom or lobby).

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• What is Subscription+?

  Subscription+ allows you to set up recurring orders, delivered at the frequency of your choice. As a subscriber, you receive a 10% discount on coffee and a 20% discount on food and bites in your recurring orders. There are no contractual commitments or fees for using the program, and you can cancel your subscription at any time. You can modify or skip your order up to 24 hours before the date of your next order on your account in the “My account/My recurring orders” section, or by contacting the Nespresso Club at 1-855-325-5781.

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• How does Subscription+ work?
  1. Create your recurring order by selecting one of your past orders and clicking on “make this order recurrent’’ or create a new recurring order from scratch by selecting your favourite coffees here.
  2. Choose the recommended delivery frequency or customize it to your needs. Enter your payment method and delivery address.
  3. You'll now receive your order at the frequency of your choice and enjoy the exclusive benefits of Subscription+. You can cancel or modify your recurring order at any time.

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• What is the benefit of setting up a Subscription+ recurring order?

  By setting up a recurring order, not only do you ensure that you never run out of your favourite Nespresso coffees and espressos, but you will also save 10% on coffee and 20% on foods & bites in every recurring order.

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• What happens after I join Subscription+?

  After signing up for Subscription+, you will receive an email confirming the creation of your recurring order. This email will contain a link to the “My account/My recurring orders” section where you can view or modify your recurring orders.

  You will also receive a reminder email 4 days before each order date, with order details and the option to modify it up to 24 hours before. Payment will be charged on the date your order is prepared. Finally, you'll receive a confirmation email when your order has been shipped.

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• What is my obligation when I sign up for the program?

  When you sign up for Subscription+, there are no contractual obligations. Subscription+ aims to simplify the ordering of your Nespresso coffees. You have the flexibility to create, modify, or cancel your recurring orders easily in the "My account/My recurring orders" section, up to one day before the preparation date of your order.

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• Can I cancel or change my order at any time?

  You can modify or skip your order up to 24 hours before the date of your next order on your account in the section “My account/My recurring orders” or by contacting the Nespresso Club. You can cancel your subscription at any time. 

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• Is it possible to subscribe to both the coffee subscription program and the Subscription+ program?

  Yes, it is possible to subscribe to both programs. However, it's important to note that subscribers to both programs will not receive the 10% discount on coffee and 20% discount on food and bites offered by the Subscription+ program. To optimize your Nespresso experience and fully enjoy the benefits of the new Subscription+ program, we recommend unsubscribing from the coffee subscription program. Please note that it is no longer possible to subscribe to the coffee subscription program.

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• Can I take advantage of promotional activities when I subscribe to Subscription+?

  Absolutely! As a Nespresso Club member, you can benefit from Club promotions as long as you meet the specified conditions. However, please keep in mind that in order to benefit from promotional offers, you will need to place a separate order. These promotions cannot be applied to recurring orders. If you find yourself with an excess of Nespresso capsules, you have the option to skip your next recurring order to manage your inventory effectively.

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• What happens if an item is out of stock?

  If one or more of the items included in your recurring order is out of stock, you will be notified  in the reminder email sent 4 days before the date of your order. In the event of an out-of-stock item, your order will still be shipped, but only with the available products. You will only be charged for the products that are actually shipped.

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• What if I do not want my order and it has already shipped?

  All food products (including but not limited to coffee capsules, cookies, sugar sticks, and flavoured syrups) are final sale and cannot be returned once they have been purchased.

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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 extra 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.

   

  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.

   

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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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• 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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• Do you have a Halal certificate?

  
  
  

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• Do you have a Kosher certificate?

  

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• Do you have a Kosher certificate?

  

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• Do you have a Halal certificate?

  

  

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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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• 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 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 (Original machines)
  • Run the cleaning cycle periodically (Vertuo machines)
  • 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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• 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?

  We're sorry to hear that you are experiencing difficulties with your Nespresso machine and rest assured that we are here to help.

  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 (Select the option 2 for English, then select the option 3 for the Machine Assistance line) so a Machine Specialist can troubleshoot the issue. They are available Monday-Friday from 9 AM ET to 22 PM ET and Saturday-Sunday from 9 AM ET to 8 PM ET and they will be happy to help you. Remember to have your machine's serial number and model handy when you contact our Machine Specialist for a more efficient service experience.

  Please note that we currently offer machine support only through our toll-free phone number. A troubleshooting assistance must be provided prior to sending your machine to our repair center.

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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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• 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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• What is a RELOVE machine?
  A RELOVE machine is a Nespresso machine that has been returned to Nespresso, or it incurred minor damage through external or internal handling, and it has been given another life. After being returned to Nespresso, the machine is carefully assessed to see if it can be refurbished or not. If the machine can be refurbished, it will be carefully inspected, repaired*, cleaned, tested and repackaged, preventively maintained*, by trained technicians, thus becoming a RELOVE machine. They are all Nespresso quality-assured coming with a Nespresso warranty, as proof of our trust, and can now enjoy a new life. If the machine cannot be refurbished, we will ensure it is disposed of to be recycled in line with local regulations and practices by a third-party. *if necessary

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• Where can I buy a RELOVE machine?

  If you would like to purchase a RELOVE machine, visit our dedicated page, contact our customer service for more information or visit our Nespresso boutiques in Carrefour Laval (QC), Metrotown (CB), Chinook (AB) ou Yorkdale (ON).

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• Can I return a RELOVE machine?

  You may return your machine within the first 14 days, exactly the same as a regular Nespresso machine. Returns are subject to the return.

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• What is the warranty of a RELOVE machine?

  As with all new Nespresso VERTUO Next Standard or VERTUO Next Premium machines, RELOVE VERTUO Next Standard or RELOVE VERTUO Next Premium machines come with the same one-year warranty.

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• What model are available with the RELOVE program?

  Currently, we offer both the Vertuo Next and Vertuo Next Premium in different colours. Bundles with Aeroccino 3 are also available. To see the available models, please visit our dedicated page.

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• Where do RELOVE machine comes from?

  RELOVE machines can come from different sources:
  • Damaged stock (internal and external)
  • Consumer returns (incl. Bring Back programme), postal returns & refusals, out of warranty returns, and subscription returns
  • Demo and test machines (used and unused)
  • Exchanged machines (technical and commercial)
  • Loan machines
  • Defect machines

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• Can I bring back my old machine to be part of the RELOVE program?

  To support our journey towards circularity and reduce waste, we invite you to return your Vertuo Next Standard, Vertuo Next Premium, or Vertuo Pop coffee machines to us. Currently, only these models can be refurbished through our RELOVE program. By participating, you give your machine a second life.

  You do not need the original box to send/bring your machine to be refurbished. Don't worry if some accessories or pieces are missing.

  If your machine has reached the end of its life and is not one of the models listed above, we recommend to contact your local eco-center as the primary option. Alternatively, you may bring it to one of our boutiques. 

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• My Vertuo Next is not pairing with Bluetooth correctly. What should I do?

  1. Login to your Nespresso.com account, then click here and delete the Vertuo Next from your registered machines.
  
  2. Factory reset the machine (refer to the machine assistance page for instructions).
  
  3. Make sure the machine is plugged in and turned on. The machine will power off after 2 minutes of inactivity so make sure the machine stays on.
  
  4. Go to your phone Bluetooth settings and unpair the machine if present. (Click here for iOS instructions or here for Android instructions.)
  
  5. Make sure your phone software is up-to-date and your Nespresso App is the most recent version.
  
  6. Make sure Wi-Fi, Bluetooth, and Location Services are all turned on.
  
  7. Place your smart device directly on top of the machine with no obstructions.
  
  8. Launch the Nespresso App, and attempt pairing again.
  
  9. Remember that the machine needs to be on throughout the pairing process and connecting to Wi-Fi. If it powers off, turn it back on.

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• I tried to pair my Vertuo Next machine and I received the message “Machine unavailable. Detected machine was unable to pair." Is my machine used? What should I do?

  The message you received is due to quality checks during manufacturing. We assure you that your machine is brand new and was not used before you. We ask you to perform a factory reset by following these steps:

  1. Open and close machine head.
  
  2. Leave the lever in the unlocked position.
  
  3. Press and release the button to turn the machine ON, and wait for a steady white light.
  
  4. Quickly press the button 5 times in 3 seconds. The button will blink 5 times orange and then will change to steady white.
  
  5. Now you can pair the machine again.

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• My Vertuo Next is not staying connected to my Wi-Fi network. What should I do?

  1. Make sure the machine is plugged into a stable power supply and turned on. If it was off, turn on, then close and re-open the Nespresso App.
  
  2. Make sure the Wi-Fi signal is strong.
  
  3. Launch the Nespresso App, tap the machine icon, and select the box that says “Connectivity”.
  
  4. The Nespresso App will search for Wi-Fi networks. If none are detected, select “Refresh” at the bottom of the screen.
  
  5. If the machine powers off, be sure to turn it back on (it powers off after 2 minutes of inactivity).
  
  6. If no Wi-Fi networks are located, close the Nespresso App, make sure the machine is on and repeat from step 3 above.
  
  7. Once your Wi-Fi network is located, select it and enter your password and tap connect.
  
  8. Once the connection is successful, select OK.
  
  9. Under Connectivity the machine should say "Connected".

  TIP: For a better connection with a dual band router, use the 2.4 GHz network, commonly identified with a 24G, 2.4 or 24 added to the end of the network name. For example, MyHomeNetwork2.4.

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• My Vertuo Next has an issue not listed here. What should I do?

  Please refer to our complete machine use and troubleshooting information 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 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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• 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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• 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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