Quality Assurance

We are committed to upholding the highest standards of quality and consistency. This includes maintaining food safety protocols, sourcing fresh, high-quality ingredients, delivering exceptional service, and continuously seeking ways to improve our offerings. We welcome feedback from our customers to ensure their satisfaction. If the quality of your order does not meet your expectations, please don't hesitate to contact us within 24 hours for further discussion.

Wholesale Orders 

Wholesale orders can be conveniently placed online at neighbourly.coffee/wholesale. Once your order is submitted, our team will contact you within 24 hours, excluding weekends, to confirm details and answer any questions. 

• Please allow at least 3 business days for your order to be fulfilled.

• For recurring orders, please select the “Make my order recurring” on the order form.

• For additional assistance, please email us at wholesale@12neighbours.com. 

Payment Options

Our online ordering form accepts credit cards. Invoices will be emailed automatically once the order is submitted. 

Order Changes

If you need to adjust your order, please notify us at least 72 hours in advance so we can adjust our baking schedule accordingly. 

Cancellations/Rescheduling Orders

We recognize that unforeseen circumstances may arise, requiring cancellations or rescheduling. To help us minimize waste and manage our baking schedule, we ask for at least 48 hours’ notice for any cancellations or changes. 

• Cancellations with less than 24 hours’ notice will be subject to a full order charge.

• For rescheduling, please contact us as early as possible so we can do our best to accommodate you. 

Order Pick-Up

Orders can be picked up at Neighbourly Coffee, Wednesday – Saturday from 11:00 AM to 4:00 PM. Please indicate pick-up day and time on your order form so we can have your order ready.

Inclement Weather

If inclement weather poses a safety risk for our team, we may need to cancel or reschedule deliveries. We prioritize the well-being of our staff while doing the best to meet customer expectations. If adverse weather affects your order, we will contact you promptly to arrange an alternative plan.