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FAQ

***Note: We are experiencing delays throughout the supply chain - including Canada Post - as important safety measures including physical distancing means it takes longer to process current parcel volumes.  Please be kind and understanding during this unprecedented time.***

When will my order be shipped?

In order reduce human contact and maintain the safety of our team and postal workers, we have streamlined our shipping processes during the Covid-19 closure.  One KATB team member is assembling and packing all orders, and Canada Post picks up all orders on Friday.  Orders placed prior 12 PM on Thursday are picked up by Canada Post the next day (Friday). Any orders placed after 12 PM on Thursday will be shipped out on the following Friday. 

Once your order is packed and a Canada Post label is created, you will be emailed a tracking number through our automated system.  Once your parcel is picked up and scanned, you will begin to see movement through the Canada Post tracking system.

My Canada Post tracking information is showing delays, errors, or my package has not arrived on the estimated date of arrival.  Can you help?

Once a package leaves our doors, it is put into the hands of Canada Post.  Please know that Canada Post has been upfront that they have been experiencing delays during the Covid-19 pandemic. Additionally, expected arrival dates estimated by the Canada Post system (which are mirrored on our shipping portal) are just that - estimates - and actual arrival times may not be as expected. For any shipping issues, please contact Canada Post's customer service directly.

If you input incorrect shipping information and your package is returned to us, you can either be refunded for the order (less shipping) or choose to have your parcel reshipped for the additional shipping cost.  

My parcel has been lost in the mail, or has arrived damaged due to the shipping process.  Can you help?

In the event that a parcel never arrives or arrives damaged, we will work together to file an insurance claim with Canada Post.  This process takes about a month or more, and requires the cooperation of both the shipper and receiver.  Once the claim has been successful, we will either refund the order or replace your items.  If any items have gone out of stock in the interim, a refund will be issued for these items.

I want scones!

To be guaranteed scones, we recommend placing a pre-order for Boxes of Freshly Baked Scones or Frozen Ready-to-Bake Scones, which can be picked up during shop hours, Thursday through Sunday from 11-2.  The week's inventory is refreshed on the website every Tuesday, and available first-come-first-served.  Items placed in the cart are not held - please process your order promptly to avoid disappointment.

Scones are available a la carte for walk-in during shop hours, however quantities are limited and freshly baked items are first-come-first-served.

Unfortunately, we are unable to ship fresh and frozen items.  If you prefer delivery, our Signature Scone Mix is available for shipping to bake our scones in the comfort of your own home. 

How does pickup work?

Place your order directly through our website, and choose "Pick Up" upon checkout in the shipping options.  Our hours are Thursday through Sunday from 11-2.

When you arrive, simply show us your order confirmation email on your phone! We will place your order on the contactless pickup table. 

Are you serving afternoon tea?

We are currently open for take out only, and are not offering dine-in service at this time.  

Do you sell clotted cream?  I can't find it anywhere!

Very sadly, clotted cream is currently UNAVAILABLE, as it has been barred from import since November 2019.  To explain, every year the Canadian Dairy Commission allows a certain amount (“quota”) of imported dairy into the country to ensure priority and fairness for Canadian dairy farmers. When the 2020 quota for clotted cream was reviewed last winter, the Canadian Dairy Commission decided that not enough effort had been put towards finding a Canadian-made competitor for British-made clotted cream, and the quota was not reissued. Thus, it is not allowed to be brought into the country at this time.

Now, as you may know, Canadian-made clotted cream is problematic for 2 main reasons - 1, raw, unpasteurized milk is needed to make it traditionally, which is not available in Canada, and 2, true Devon clotted cream is a British product made from the milk from cows in the Devon/Cornwall region, lending its seaside terroir to the cream.

We LOVE to carry love Canadian dairy (our cheese case is full of local producers!) however we have searched a Canadian alternative at length, and a local replacement product is simply unavailable. Additionally, though it is relatively easy to make at home, for us to make, package, and store it at the volume we would need to supply it to you is simply not feasible for us.  

In its place, we are currently offering our house made whipped creme fraiche!  This light, fluffy and tart cream spread is available by the jar our by the ounce in the cafe. 

Do you accept returns?

Unfortunately, we are not able to accept returns on any grocery/food items, including jam and tea, even if they are sealed, according to food safety regulations.  We do offer returns for all undamaged and unused homeware goods within 14 days of purchase with the original proof of purchase. In the case of an exchange of an online order, the customer is responsible for all shipping charges from and to the customer's location.  During Covid-19, returned items will be held in quarantine for 7 days once they are received for safe inspection by our team.  Once they are deemed in re-sellable condition, the return will be issued.