ASSISTANCE FOR NEW CUSTOMERS
Table Of Contents
Placing Your First Order
Finding Items
Adding Items to Your Shopping Cart
Signing In
Proceeding to Checkout
Redeeming Your Promotional Code
Entering a Billing Address
Entering a Shipping Address
Providing a Method of Payment
Sales Tax
Payment Methods Accepted
Trouble Placing an Order?
Unsure if Your Order Went Through
Error Message When You Log In
Error Message on Credit Card Information Page
Errors with Shipping and Billing Address Information
Page Keeps Looping Back or is not Updating
System Error
Other Troubleshooting Tips
Refresh Page
Clear Your Cache
Assistance for Retailers
Problem with an Order
Change or Cancel an Order
Combining Order/Change Items on Order
Placing Your First Order
Placing an order for NESCAFÉ ® Dolce Gusto TM is fast and easy. First find the capsules you'd like to purchase, then add the items to your shopping cart. When you're ready to check out, just follow the instructions onscreen to complete your order. There's no need to create an account before you begin shopping. www.dolce-gusto.ca accepts all orders online but does not accept orders by phone, fax or e-mail. Most orders ship within two (2) business days, although sometimes unexpected delays can result in a delay in shipping.
Finding Items
Dolce-Gusto.ca was designed so that anyone can locate and order our full range of coffee and beverage capsules within five or six mouse clicks. Start by clicking on the “buy capsules” box on in the centre of your screen or on the left side of the screen. Our range of capsules will be displayed in the main body of the page. For a more detailed description of any capsule variety, simply click on the flavour button and explore all of the varieties NESCAFÉ ® Dolce Gusto TM has to offer.
Adding Items to Your Shopping Cart
Once you've decided on the capsule varieties you'd like to purchase, you'll need to add them to your Shopping Cart. Simply enter the quantity and click the “Add to Cart” button — you'll then be taken to your Shopping Cart, where you can either begin the checkout process or continue shopping. If you'd like to continue shopping to add more capsules to your Shopping Cart, you may click "Continue Shopping". To complete your order, click the “Checkout” button located next to the “Continue Shopping” button. For your added convenience, a summary of the items contained in your shopping cart is displayed in the Checkout box located at the top right hand side of every web page. Clicking on the Checkout icon at the top of every page will take you to your shopping cart check out.
Signing In
Unlike other websites, www.dolce-gusto.ca does not require customers to create a customer profile and login to purchase. Instead it provides customers the option to help speed up the order checkout process. By logging in "entering your User Name and Password," customers are able to expedite their checkout process as their billing and shipping address information is automatically populated into the check out order forms.
Proceeding to Checkout
You may proceed to checkout and complete your order at any time. First click on the Shopping Cart icon at the top of the screen and make sure your Shopping Cart contains everything you'd like to order, then click the Checkout button located below the Shopping Cart subtotal. This will start the checkout procedure where you'll enter your shipping and billing information.
Redeeming your promotional code
To register the promotional code found in the welcome brochure that came with your machine and get your free box of capsules simply visit the online store and choose your favourite coffee pack and enter your promotional code. Click on the Checkout button and fill in your shipping information so we can send you your free box.
Entering a Billing Address
In the checkout process, we'll ask for your billing information. Your billing address must match the address on your credit card statement. If you enter an address that does not match your credit card statement address, the system will not process your order and an error message will be displayed. If you would like to have your order shipped to the same address as your credit card address, simply check the "Same as Billing" checkbox above the shipping address information fields.
Entering a Shipping Address
In the checkout process, we'll ask where you'd like us to ship your order. If you logged in as a returning customer, the system will automatically pre-populate your shipping information based on the information contained in your account profile. If you'd like to ship your order to another address, please enter the new shipping address information. Please note that www.dolce-gusto.ca is unable to ship to PO boxes. Many Post Offices will not accept larger parcels and will return such packages to the sender, a process that can take several weeks. Selecting a Shipping Method Currently, www.dolce-gusto.ca only offers Ground Service as a shipping method. Ground Service orders are shipped from our warehouse within 2 business days or less. Customers can expect their orders to be delivered within 3-5 business days (depending on where they live). To track your orders, click on the Track Order link on the top navigation bar. Dolce.gusto.ca is not able to ship orders outside of Canada.
Providing a Method of Payment
Once you have selected your shipping method, we'll ask for your credit card information. We accept American Express, MasterCard and Visa credit cards. Please enter your card number without any spaces or dashes. Please also enter the three- or four-digit security code printed on either the front or the back of your credit card. Please note that since we ship orders within 2 business days, your card will be charged at the time your order is placed. Once you have clicked the "Submit Order" button, please allow a few moments for the system to validate your credit card and process your order. Clicking the "Submit Order" button more than once or before the system has had time to process your order may cause an error in processing your order.
Sales Tax
There is no GST or PST on your capsule purchases.
Payment Methods Accepted
www.dolce-gusto.ca accepts MasterCard and Visa credit cards. In the final step of the checkout process, we'll ask for your credit card information. Please enter your card number without any spaces or dashes. Please also enter the three- or four-digit security code printed on either the front or the back of your credit card. Please note that your card will be charged upon submission of your order. You can safely enter your entire credit card number via our secure server, which encrypts all submitted information.
Trouble Placing an Order?
Your business is important to us. If you are receiving an error message or having other difficulties completing an order at www.dolce-gusto.ca, please read through the suggestions below.
Unsure if your order went through?
Sometimes an order will be successfully submitted even if there appears to be an error on the last step of the checkout process. Before attempting to place the order again, please click on "Track Order" link. If your ordered was successfully placed and is in our system, it will appear on the track order page as an "approved" order. If it doesn't appear, your order was not successfully placed.
Error message when you log in:
If you receive an error message that reads Invalid login, please try again. It is possible that you have entered an incorrect User Name or Password. Please verify that the User Name and Password entered are correct. The information stored in our system is the information you provided when you first created your account. If you have forgotten your password, please click the "Forgot Password" link and type in your email address. Within a few minutes, our system will email you the password that is contained in your account profile. Please note that you can place an order on our Dolce-gusto.ca website without logging in.
Error message on Credit Card Information page:
Make sure that you have selected the correct credit card type and expiration date from the dropdown boxes. Verify that the credit card number was entered correctly, without any spaces or dashes. If you are using a new (or recently reissued) credit card, please be sure that you have activated the new card before entering it into the order form.
Errors with Shipping and Billing Address information:
Please be sure to enter your complete (and correct) shipping and billing address information as it appears on your credit card statement. Our system utilizes a database to verify that the postal code provided matches the correct city and province.
Page keeps looping back or is not updating:
If you are being looped back to the same page in the shopping or checkout process, or if the page is not updating when you make changes, your Web browser may be caching, or storing, an old copy of the page. You can force your browser to update the page by holding down the Shift key on your keyboard and simultaneously clicking the Reload or Refresh button on your browser.
System Error:
These errors usually occur for only a short time. Please return to our Web site and try again later.
Other troubleshooting tips:
If your problem is not listed above, it's possible that one of these suggestions may help:
Refresh the page:
If a page loads only halfway or takes a very long time to load, try clicking the "Stop" button at the top of your browser and then click "Reload" or "Refresh," which often solves the problem.
Clear your cache:
Most Web browsers temporarily store a local copy of every page you visit. Clearing your cache deletes those files and makes room for new ones. Go to the "Cache" or "Temporary Internet Files" option on your browser (on Internet Explorer, go to "Tools" and choose "Internet Options," or if you use Netscape, go to "Options" and choose "Network Preferences") and delete the files stored in your cache.
If none of these suggestions solves your problem, please Contact Us, and we'll be happy to help you. When sending us a concern about having difficulties placing an order, please include as much information as possible, including:
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What point in the ordering process is causing you trouble?
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If you are receiving an error message, what does it say?
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What items are you trying to order?
ASSISTANCE FOR RETAILERS
Click Here for Retailer Information.
ORDER STATUS
We know you are excited about your recent order with www.dolce-gusto.ca and we want to assure you that we will fulfill your order quickly and promptly. We will be happy to answer any questions you have about your order, while we ship it out to you as fast as possible.
Our sales order system will automatically notify you via e-mail when your order is shipped from one of our state-of-the-art warehouses.
To view the full details of your order as well as obtain tracking information about your order while it is in shipment, please enter your order number and email address in the Track Order link on the top navigation bar. Take care to enter the information exactly as it appears on your order receipt. If you do not know your order number, please contact our customer service department, by phone at 1-888-809-9267.
PROBLEM WITH AN ORDER
Order Received with Missing Item(s)
Be sure to thoroughly check the box and all packing materials. Also, please check the packing slip included with your order to verify that all items have shipped. The packing slip will indicate if an item has not shipped because, for example, an item was on backorder. For real-time status updates, click on the Track Order link on the top navigation bar. You will be able to see the status and a detailed list of the items ordered.
Should circumstances warrant, www.dolce-gusto.ca will sometimes ship orders in more than one package to ensure the fastest possible fulfillment (you will only be charged for shipping once). The Track Order page will show all tracking information for each order, and will indicate when an order has been shipped in multiple packages by displaying multiple tracking numbers corresponding to each item shipped.
If an item has been marked shipped and was not included with the package you expected it in, please contact us our Customer Service and we will be happy to resolve the problem.
Incorrect Items Received
Didn't receive what you ordered? Don't worry. Our Customer Service Team is here to help!
In the rare instance where a fulfillment error is made in shipping your order, simply notify us by contacting our Customer Service team to send us a request for service.
Orders Received with Item(s) Damaged
www.dolce-gusto.ca With all shipping companies, there is a remote possibility that some items may get damaged during the shipping process. If the shipping box is visibly damaged please contact us immediately for assistance and instructions.
CHANGE OR CANCEL ORDER
Order Cancellation Policy
www.dolce-gusto.ca has invested heavily in new technology to process and fulfill orders in the shortest amount of time possible. Orders placed through our website are literally transmitted to the warehouse for processing within just a few seconds. As such, orders cannot be cancelled without incurring a cancellation fee once they have been submitted. A cancellation fee of 20% ($10.00 minimum) is charged to cover the labor costs to locate the order, remove the order from production, unpack the order, inspect the items, restock the items ordered back into inventory, update our inventory systems and reconfigure or discard shipping containers and packing materials. www.dolce-gusto.ca does not profit from the cancellation fee and the fee is only charged to cover warehouse labor and administrative costs.
Combining Orders / Change Items on Order
Unfortunately, orders cannot be combined nor can items be deleted or added to an existing order. Our www.dolce-gusto.ca system processes orders in real-time. This means two orders placed from the same customer seconds apart are transmitted in real-time as two separate and distinct orders. We cannot add additional products into an existing order because www.dolce-gusto.ca does not store credit card data online for security purposes.
