FAQs

Why can’t I place an order from the USA?

Ordering from the United States has been disabled to ensure customers are directed to authorized local dealers. This helps us provide the best possible service to our Canadian customers, while others receive support from regional partners.

If you’re located in USA, please reach out to an authorized local dealer for assistance.

For help placing an order within Canada, feel free to contact us at:
sales@kaleidoroasters.ca

Shipping & Delivery Information

Price excludes local import duties and taxes, which will apply upon delivery

Roaster Testing & Commissioning

Each Kaleido roaster is individually tested and commissioned before shipping to ensure it’s fully functional and ready to use upon arrival. This process takes approximately 3–5 business days.

Shipping Cost & Time

Regardless of the destination, we strive to ship all products as quickly as possible. Once your roaster has completed testing, the typical delivery time is 10–15 working days.

Please note: shipping times may vary slightly depending on your location and current logistics conditions.

Where is my order?

Your shipping confirmation will be received only when your items are fulfilled. Please fill in your both account email and order number in order to monitor order status.

Reminder

• To help solve the problem of customs duties, we usually choose the airfreight line of the corresponding country to transport the package. And the final delivery will be made by UPS, DHL. That means you may be unable to check the tracking number until the package has cleared customs.

• Please make sure to enter a physical address and phone number to avoid any issues with your shipment.

• For rural or remote regions, please allow an additional 3-5 days for delivery. We appreciate your patience!

• If your order has already been shipped, we will be unable to redirect it. Here are some alternate options: Once the package has been delivered to DHL or UPS, you can contact the carriers directly to request them to redirect it to an alternate address. Please note that this is done at the discretion of the carriers. If you need further assistance, please contact us – we’re more than happy to help!

• When placing an order, please review your personal information (i.e. shipping address, phone number, email) carefully to avoid any issues or delays getting your order Thank you!

If you don’t receive your package on time, please feel free to contact us. As a friendly reminder, all shipping times listed in the chart above are calculated in business days and do not include weekends.

Import Fees for Canada:
Prices shown exclude Canadian import duties, these charges are determined by the Canada Border Services Agency (CBSA) and are the buyer’s responsibility. Estimated fees will be collected by the courier upon delivery.

Estimated Import Fees

Import fees vary by country and local customs regulations. However, based on typical customer feedback, here are the estimated import costs for each Kaleido Sniper model:

Note: These are estimated ranges. Actual import duties, taxes, and fees may vary depending on your country’s regulations. We recommend checking with your local customs office for the most accurate information.

Return & Refund Policy

We accept returns on unused roasters purchased directly from www.kaleidoroasters.ca. Returns are subject to a 15% restocking fee.

• Important: Roasters purchased through Amazon or other third-party resellers are not covered by this policy. Please contact the original seller for support.

• You are responsible for the cost of shipping the roaster back to our factory.

• The roaster must be returned in its original packaging, including the original crate, foam, and all internal supports.

  No exceptions will be made—proper packaging is required to ensure safe transport.

 Warranty Claims

All Kaleido roasters include a 1-year manufacturer’s warranty, covering defects in materials or workmanship under normal use.

• Using the roaster for any purpose other than its intended use will void the warranty.

• Warranties are non-transferable. If the roaster is resold, the warranty is void.

• If your roaster fails prematurely during normal use, please contact us directly to begin the warranty claim process.

 Merchandise Returns

We do not offer a satisfaction guarantee on merchandise or coffee products. Please read all product descriptions carefully and make purchases in good faith—we strive to provide honest and detailed information.

• If you’re unsure about a product, we encourage you to email or call us with any questions before purchasing.

• Please avoid purchasing items with the intent to return them. As a small business, frequent returns are difficult to absorb.

• That said, we’re here to help. If you’re unhappy with an item, reach out to us—many issues can be resolved with proper guidance or usage tips.

Shipping Damage & Order Issues

Please inspect your package immediately upon delivery. If your order arrives damaged or contains incorrect items, we’re here to help.

• Report any damage or shipping errors by emailing sales@kaleidoroasters.ca as soon as possible.

• Be sure to include clear photos of the packaging and the affected items.

• All damage must be reported within 14 days (2 weeks) of delivery to qualify for a replacement or resolution. 

Prompt communication helps us resolve issues quickly and ensures you receive the product you ordered in perfect condition.

Do Kaleido Roasters Produce a Lot of Smoke?

Kaleido Roasters feature a built-in smoke extraction system that effectively absorbs most of the smoke generated during roasting. For most users, this system is sufficient—especially when roasting lighter profiles or smaller batches.

However, as roast volume increases or if you’re roasting to darker levels, the amount of smoke can rise accordingly.

• For example, if you’re using a Kaleido M10 and regularly roasting 500g or more, or prefer dark roasts, we strongly recommend using an exhaust pipe or additional ventilation.

This will help manage excess smoke, keeping your roasting environment safe, comfortable, and disruption-free

Recommended Venting Duct Sizes 

Proper ventilation is crucial for safe and efficient roasting. Below are the suggested venting duct sizes for each Kaleido Sniper model:

Standard Version

Kaleido System

Operation: Kaleido Touch Panel

USB connection

Manual & Automatic Roasting Modes

Copy, modify, and share roasting profiles & ROR

Pro Version

Artisan System

Operation: on PC / Windows Tablet

Manual & Automatic Roasting Modes

Copy, modify, and share roasting profiles & ROR

Dual System Version

Kaleido + Artisan System

Operation: Kaleido Touch Panel / PC

Kaleido System: USB Connection

Artisan System: Bluetooth Connection

Manual & Automatic Roasting Modes

Copy, modify, and share roasting profiles & ROR

How long does Kaleido Roaster needs to cool between roasts?

The Kaleido Roaster does not need to be cooled between roasts. On the contrary, after finishing all roastings, please make the drum stir and cool until the air temperature drops below 50°C.