Get Koorier Support

Send us a message and tell us what’s wrong. Our Support team will review your request and respond asap.

For businesses

clientsuccess@koorier.ca
+1 905-901-0302

For parcel enquiries

customercare@koorier.ca
+1 672-203-7282
Live chat

Name*

LAST NAME*

Email*

Phone number

What do you need help with?

Additional notes and comments

Submit

Thank you! Your submission has been received!

Oops! Something went wrong while submitting the form.

Support
FAQ

View all

How do I track my delivery?

1. Go to Koorier Tracking (https://koorier.ca/track/)

2. Key in your Tracking Number and your delivery address Postal Code

3. Click the Track button

4. View all updates related to your delivery progress

I don't have a Tracking Number!

Check your email inbox and spam folder for an email from customercare@koorier.ca containing your Tracking Number. If your phone number is associated to your Order then you may have also received a text message from Koorier Inc. containg your Tracking Number.

You can also reach out to us at https://koorier.ca/support/ requesting your Tracking Number.

Will I receive notifications regarding my delivery?

If you shared your email and/or mobile number during checkout with the retailer, you can expect to receive the following notifications and, you have the flexibility to opt-in or opt-out of any of them at any time:

1. Your order details have been received
Exciting news! We've received all the important details for your order, including your address, contact info, and more. Your parcel is now on its way to our warehouse, and we'll keep you posted every step of the journey.

We've thoroughly reviewed your delivery information and made necessary corrections . If you notice any discrepancies, such as a missing buzzer number or have any special requests, please use the Order Verification link in your notification to provide us with updates.

2. Your parcel staged for delivery
Your parcel has arrived at our warehouse and is being prepared for delivery! Rest assured, we'll deliver it to you within the estimated time period mentioned in your notification.

3. Your parcel is out for delivery
Our driver has set out from the warehouse this morning/afternoon with your parcel safely on board. They'll be arriving at your address within the 3-hour time window specified in your notification.

4. You are the next stop
Our driver is heading straight to you address to deliver your parcel. They'll be there within the the ETA specified in your notification. See you soon!

5.A Your parcel has been successfully delivered
Our driver successfully delivered your parcel, either directly to you, a third party, or to a secure location in and around your home (Safe Drop). You'll receive proof of delivery (POD), which includes:

1. A photo of your home, showing the physical location where we've arrived
2. Depending on the delivery method:
A) An image of the recipient's signature and name
B) A picture of the parcel and the area where it was Safe Dropped

5.B We were unable to deliver your parcel
Unfortunately, your parcel couldn't be delivered as planned. Let's collaborate to ensure your parcel reaches you promptly. Please contact us directly using the information provided in your notification.

If we tried to deliver your Parcel to you but you preferred to return it then we're more than happy to handle the return process for you.

I accidentally opted-out of notifications! How do I opt back in?

No problem! Click the Order Verification link in any of your notification and follow the instructions on the form to opt back in.

You can also reach out to us at https://koorier.ca/support/ requesting to opt back in.

You have the wrong delivery information and/or you're missing important details!

Click the Order Verification link in any of your notification to provide your updates.You can also reach out to us at https://koorier.ca/support/ and provide all required updates.

You'll need to contact us directly if you require a complete change in delivery address - we'll accommodate as best as we can

My parcel hasn't arrived by the estimated time of arrival (ETA). Where is it?

Rest assured, we'll be arriving at your home today to deliver your parcel. You can continue to track your delivery progress at https://koorier.ca/support/.

While our software provides accurate estimated time of arrivals (ETAs), unforeseen circumstances such as sudden and heavy traffic, weather, or other factors may arise. Please know that we're actively working to address these issues in real-time to ensure your parcel is delivered to you promptly.

My parcel is missing even though it was "Successfully Delivered"…

If your Parcel was "Safe Dropped" then please check your notifications and/or https://koorier.ca/track/ for Proof of Delivery images showing where it was safely placed.

If you don't have access to your Proof of Delivery or you are still unable to locate your Parcel then please contact us directly at https://koorier.ca/support/.

My parcel wasn't delivered, there was an "Unsuccessful Delivery Attempt". What happens now?

1. Check your notifications as soon as possible for the reason why your Parcel couldn't be delivered. 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 do another delivery attempt for your Parcel on the same day.
3. Otherwise, your parcel will be returned to our facility at the end of the day for further investigation into why it failed delivery. We may reach out to you for additional details, and the parcel will eventually be processed for a delivery re-attempt.

Please note: we will attempt to deliver your parcel up to a maximum of 3 times. After that, if the delivery attempt is unsuccessful, your parcel will be returned to the sender. To avoid this, please ensure that your delivery information is correct and provide any necessary updates through the Order Verification link in your notifications or by contacting us directly at https://koorier.ca/support/.

Do you offer contactless deliveries?

Yes! We offer “Safe Drop” deliveries (see: Why was my Parcel left on my doorstep?).

Why was my Parcel left on my doorstep?

Some retailers will request that we provide “Safe Drop” deliveries at your home.

All of our Drivers are trained to identify and examine Safe Drop locations beforehand. They’ll keep your Parcels hidden from public sight as best as possible. After placing the Parcel in the secure area, the Driver takes a photo of the Safe Drop location (proof of delivery) which, will be available in your notifications and at https://koorier.ca/track/.

We'll always attempt to deliver your Parcel to you or a third-party before opting to do a Safe Drop.

Can I opt-in / opt-out of "Safe Drop" deliveries?

Absolutely! Click on the Order Verification link in your notifications to manage your preference or, contact us directly at https://koorier.ca/support/. Please note that opting out means we'll now require a signature for your delivery. Please ensure someone is available to sign upon request, or you can request the driver to sign on their behalf.

That's not my home in the "Safe Drop" proof of delivery photo...

Please contact us directly at https://koorier.ca/support/ to resolve this.

How will I receive my OTP?

If the retailer has requested that we provide you with an OTP (One Time Password) for delivery, you can expect to receive it at either the A) email address or B) mobile phone number provided to us. It's important to verify that the information we've received is correct. You can make any necessary changes or updates by clicking the Order Verification link in your notifications or by contacting us directly at https://koorier.ca/support/

Can someone else sign for the delivery if I’m not home?

Unless otherwise instructed, shipments which require signatures will be delivered to any recipient at the indicated address. The courier will ask for the name and signature of the recipient, which you’ll be able to see in your delivery attempt notification or at https://koorier.ca/track/.

My delivery/pickup attempt was not successful. Now what?

As soon as an unsuccessful service attempt is flagged, the Koorier team will immediately begin an investigation to determine what went wrong. As soon as we can, we’ll provide you with details of the next re-attempt to service your order. If more information is required for the re-attempt, our team will let you know.

We’ll make a maximum of three (3) delivery/pickup attempts. After the third attempt, delivery shipments will be returned to the sender. For pickups, you will need to contact the retailer to schedule a new pickup date.

Why does my delivery status say “Parcel not received from retailer”?

Unfortunately, we did not receive your parcel from the retailer as expected. If you’re seeing this delivery status, it means we’re working with the retailer to obtain your parcel as soon as possible."

Why is my delivery “On Hold”?

We're currently investigating an issue that's temporarily preventing us from providing our services. For additional details, please visit https://koorier.ca/track/. Most issues are resolved within 48 hours. If necessary, we may reach out to you to request and/or confirm address information, etc.

I still have questions. Where can I get help?

Please reach out to us at https://koorier.ca/support/‍

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

Get Koorier Support

For businesses

For parcel enquiries

Support FAQ

Support
FAQ