FAQ - Shipping

You can enter your PIN tracking number on the Purolator.com homepage in the ‘Track a shipment’ module to get the latest update for your shipment.

For additional support using the Purolator Virtual Agent, select the “Chat” button at the bottom, right side of the Purolator.com website or contact Customer Service at 1 888 SHIP-123.

Use the Purolator Virtual Agent via the “Chat” button at the bottom right side of the Purolator.com website and share your tracking number to get started or call Customer Service at 1-888-SHIP-123 for direct assistance.

Once we receive your request, we’ll make the necessary corrections and work to deliver your shipment as quickly as possible.

Note: Some shippers have restrictions that may prevent recipients from requesting address changes.
To check if your package has any restrictions, simply ask the Purolator Virtual Agent through the "Chat" button or contact Customer Service.

For additional support using the Purolator Virtual Agent, select the “Chat” button at the bottom right side of the Purolator.com website or contact Customer Service at 1 888 SHIP-123.

You can enter your PIN tracking number on the Purolator.com homepage in the ‘Track a shipment’ module to get the latest update for your shipment.
 

Please contact our Customer Service team at 1 888 SHIP-123 with the waybill number of the package(s) and details on what needs to be done. A case will be created to make this request.
Please note we will do our best to accommodate a hold request.
 

Please contact our Customer Service team at 1 888 SHIP-123 with the waybill number of the package(s) and details on what needs to be done. A case will be created to change the address on your shipment.

Note: Some packages have restrictions that may limit your ability to change the address 

Return labels can only be created if you have a Purolator shipping account.
You can easily generate return shipping labels using your shipping account to include with your outbound shipments or send them to customers at a later date.

Alternatively, a Returns Management label and/or QR code can be generated and emailed directly to the return shipper.
Learn more about our QR Code Label-Free Returns service.

If you cannot schedule your pickup time at the requested time, it may be outside our service window for that area, or not enough time has been given to perform the pickup.

Please note that we require a minimum of 1 hour for courier pickup requests, 2 hours for courier bulk pickup requests and 3 hours for freight pickup requests.

You can also contact our Customer Service team for further assistance at 1 888 SHIP-123.

For additional support using the Purolator Virtual Agent, select the “Chat” button at the bottom right side of the Purolator.com website.

If you prefer to pickup your shipment from one of our convenient location, visit our virtual agent and type "hold for pickup". We will attempt to intercept the shipment and have it sent to the location selected instead. The status will be updated once it is available for pickup, including the location details, where it will remain for up to 5 business days (some exceptions may apply).

For residential deliveries, a notice will be left indicating where the shipment is being held for pickup. The status will be updated once it is available, including the location details, where it will remain for up to 5 business days (some exceptions may apply).

To change the pickup location, please visit our virtual assistant and type "Hold for pickup" to view all available options.

Your shipment will be held at our facility for up to 5 business days. In some cases, exceptions may apply. If you need additional time, you can ask an agent to request an extension. However, please note that approval will depend on various factors such as storage capacity and shipment volume, and there is no guarantee that we will be able to accommodate the request.

You can drop off your shipment at one of our shipping locations. If you have an online account, simply log in and select "Schedule a Pickup."

If you have a prepaid label and need to schedule a pickup, visit our Virtual Agent and type "Schedule a Pickup."

If we currently have your shipment and you'd like to return it to the sender, visit our virtual agent and type "return to sender"

Your shipment status will be updated to "Available for Pickup," along with the location details. Please note that your shipment cannot be accessed unless this status is displayed. You can subscribe to email notification to be alerted as soon as it's ready.

Shipping to a U.S. or international destination may require more information than shipping domestically. When Shipping outside of Canada a commercial invoice must be completed and accompany your package. Visit our Imports & Exports page to review a variety of topics related to importing and exporting your packages internationally, including commercial invoice, customs documentation, duties and taxes, and general information and tips.

If you require further information about our U.S. and international services, please contact one of our Customer Service Professionals by calling 1 888 SHIP-123 (1-888-744-7123) or visit Purolator Trade Assistant.

Determining which documents are required for your shipment will depend on the destination, the description and the value of the shipment. The following is a list of the most frequently used customs documents, websites and resources:
Purolator Trade Assistant – obtain HS codes and estimate duties
Commercial Invoice
Declaration for Free Entry of Unaccompanied Articles (Form 3299)
FDA Form 2877 Radiation Control Form (U.S.)
Export Reporting Requirements
Canada – United States – Mexico Agreement Certificate of Origin (CUSMA)
The Harmonized System Code
For additional forms, simply visit our Imports & Exports shipping page.

A commercial invoice is the most commonly used customs document. The commercial invoice provides details of the transaction between the shipper and the receiver. The commercial invoice should contain all the required information about the shipment for the customs broker, and how to proceed with the clearance. 
A commercial invoice must be completed for:
All non-document shipments going to an international (non-U.S.) destination,
All U.S. destined shipments valued at over USD$800, and
Any non-document shipment destined for Canada.

Purolator requires one copy of the commercial invoice per shipment. The invoice should be placed on the outside of the first piece in a shipment and never inside the package. If a commercial invoice is done online an electronic invoice is produced.

A commercial invoice is a flexible document used for customs clearance. While there’s no fixed format, it must include specific details to ensure smooth processing at the border.
Sender and Receiver Details
-Name and address of the shipper *
-Name and address of the receiver *
Shipment Information
-Detailed description of contents *
-Quantity and unit of measure *
-Unit value of each item *
-Total invoice value *
-Currency of value *
-Country of manufacture *
-Harmonized System Code (HS Code)
Customs and Clearance
Indicate who will pay for clearance (Delivery Duty Paid (DDP) = Shipper pays; Delivery Duty Unpaid (DDU) = receiver or buyer pays. Note: Leaving the field blank defaults to the receiver.
-Internal Revenue Services (IRS) number: Recommended for shipments to U.S. companies
-Social Insurance Number (SIN): Recommended for shipments to U.S. individuals
-Manufacturer’s name and address * (for textile shipments going to U.S)

*Mandatory items

Shipments entering or leaving Canada are subject to duties, taxes, and customs fees. These charges depend on the item’s value, description,  country of origin, and export reason. Rates are based on the Harmonized System Code (HS Code) and applicable trade agreements.
Note: Purolator’s shipping rates exclude duties, brokerage, and clearance fees.

To determine your duties, please click here to assist you in calculating Export or Import duties.
 

Purolator Ground®, sometimes referred to as deferred service, is a cost-effective alternative to overnight delivery. It’s ideal for non-urgent shipments where next-day arrival isn’t essential. Deliveries typically arrive within two or more business days, depending on the destination.
Learn more about our U.S. Ground services

If you’re importing individual shipments from the United States or international locations, please contact us at 1 888 SHIP-123 (1 888 744-7123) to speak with one our Representatives about our U.S. and international shipping options.
Purolator International offers trusted delivery services to, from and within Canada—including express, freight and parcel options. Learn more at Purolator International