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I barely had to do anything

“The team is committed towards the objective of timely deliveries and efficient reporting. This saves a lot of hassle and brings a lot of smiles!”

James Wane

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General Koorier FAQ

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What services does Koorier provide?

We provide both B2B and B2C Final Mile Logistics services for deliveries and pickups.

Our B2C service offers next-day and same-day delivery.

What geographic areas do you service?

We currently service the following cities across Canada, but we are always looking to expand.‍

Ontario
GTA
Hamilton
Guelph
Kitchener
Waterloo
Peterborough
Quebec‍

British Columbia
Vancouver
Burnaby
Richmond
Coquitlam
Surrey

What types of products do you handle?

Our fleet is capable of handling parcels of varying sizes. At this time, we do not service dangerous goods or fragile items. To receive a shipping rate estimate of your parcel, you can request a quote online, or contact us to learn more about parcel sizes.

What are your shipping rates?

To receive an estimate of our shipping rates, you can request a quote online or contact us to learn more.

What is Koorier’s policy for failed delivery attempts?

We will always make three (3) delivery attempts for every shipment. After the third attempt, the parcel will be returned to the senders.

Deliveries that are damaged or rejected by the customer, concierge, security, or receptionist will be immediately processed for a return to the sender.

We can make exceptions to this rule based on your needs (for example, if your customer service has flagged a high priority order).

Do you provide reverse logistics?

Yes, Koorier can collect return parcels from your customers.

We’re currently working on a repack-and-reship service that will be offered to our customers soon.

How do I Return my Parcel?

Once we receive your Return request, you'll receive a series of detailed notifications outlining the process. In short, we'll collaborate to arrange for your parcel to be picked up by our driver from a safe location at a designated time.

My parcel wasn't picked up, there was an "Unsuccessful Pickup Attempt". What happens now?

1. Check your notifications as soon as possible for the reason why your Parcel couldn't be picked up. You can also check https://koorier.ca/track/.

2. Contact us directly at https://koorier.ca/support/. By reaching out as soon as possible, we may be able to return to your home and pickup your Parcel on the same day.

3. Otherwise, you'll need to contact the retailer to reschedule your Return.

Please note: we reserve the right to reject your Return request at the time of pickup if the item(s) described do not match the Parcel.

What are your customer support hours?

Our customer support hours are Monday to Saturday, 8am – 10pm EDT.

You can reach us directly at https://koorier.ca/support/

What are your operations & tech support hours?

We have 24/7 local operations support teams in all our areas of service.

Operations Support:

+1 905-901-0302

customercare@koorier.ca or send us a message

How does Koorier prevent and handle parcel theft during delivery?

We keep parcels secure by tracking every shipment, and reviewing and verifying all addresses as soon as we receive order details.

Once the shipment enters our facility, Floor Supervisors monitor our intake personnel as they scan parcels into the system. There are security cameras installed in every key area of our facility, keeping records of the entire process. Every parcel is stored in dedicated, secured “hold” areas throughout the induction and re-induction process.

During transit, our trained and professional drivers use our in-house tracking technology to geolocate the shipment destination. The driver’s transit route is also verified in real time to ensure they’re in the right direction. Upon arrival, all our drivers are trained to identify safe drop locations and stay aware about their surroundings, including any bystanders.

Our notification system gives your customers complete visibility of their order as soon as we receive the order information, all the way until the shipment reaches their doorstep.

What health and safety measures do you implement in your operations?

Our management team ensures a safe and healthy work environment for all our employees. We keep up to date with industry standards and in compliance with the Occupational Health and Safety Act (OHSA) and the Construction Projects regulation (O. Reg. 213/91). We always strive to eliminate any foreseeable hazards that may result in personal injury/illness or property damage and loss of production.

What data security measures are implemented in your system?

We use AWS hosting for our services and are SOC2 compliant. We also conduct regular penetration testing for our software to root out any vulnerabilities.

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