Help centre
How can we help?
Most questions are answered below. If yours isn't — call 416 855 7425 Mon–Fri 7:30–7, weekends 10–5, or chat with the Ops Hub from any tracking page.
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What can I send?
Size + weight limits, prohibited items, packaging tips.
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How pickup works
Window, driver arrival, what to have ready, missed pickups.
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Tracking + POD
Live ETA, recipient SMS, photo proof, signature, sharing the link.
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Payment + receipts
Cards, invoices, refunds, receipts, business accounts.
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Liability + claims
$100 CAD liability cap. Add third-party insurance for high-value items.
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Account + login
Sign up, address book, team seats, password reset.
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Top questions
The ones we get every day.
Tap a question to expand. Still stuck? Open chat from the bottom-right of any tracking page.
What's the largest parcel you'll take? +
Single piece up to 70 lbs and 48 inches on the longest side. Heavier or larger? Contact dispatch — we route to a sprinter van.
What can't I send? +
Cash, firearms, controlled substances, hazardous materials, live animals, perishables that need refrigeration past 24 hours, and human remains. When in doubt, call us at 416 855 7425 before you book.
Do I need to print a label? +
No. The driver brings a label printed at pickup. If you'd rather print one yourself, you'll get a PDF when you book — tape it to the parcel facing up.
Can the recipient track without an account? +
Yes. The tracking link works for anyone with the URL — driver name, live ETA, photo POD, the lot. No login screens.
What if you miss the window? +
Your delivery fee is automatically refunded — no form, no email exchange. The order itself still ships unless you cancel.
Can I redirect a parcel mid-route? +
Yes for same-day and next-day, until it's been picked up. Tap 'Change drop-off' on the tracking page or call the Ops Hub. A small fee may apply for cross-zone redirects.
Is there an SLA on cold-chain pharma? +
Yes — insulated bag, max 90 minutes door-to-door, temperature-logged on request. Set this up via the business onboarding call.
How do you handle Rx privacy? +
PHIPA-aware workflow: Rx parcels require ID-on-delivery and the recipient name is masked on public tracking links. Pharmacy partner setup includes a signed data agreement.