Q1.1 What should I look for when selecting a courier?
A. Go to Selecting A Courier

Q2.1 What do I have to do send a shipment by courier?
A. If you don’t use couriers on a regular basis, once you’ve decided on company you wish to use, the next step will be to prepare your shipment. There are proper procedures and methods to be followed when packaging and addressing your shipment, and you can view these by accessing the Web Site of either the company you currently use, or if they do not have this type of information available, the sites of any of the large couriers.

Once your shipment is packaged, the next step will be to schedule a pickup. Many couriers allow customers to schedule pickups online. If this is not an option, you will have to call. Before you do this, ensure you have a waybill. If you don’t have a waybill, you will have to ask the company to have their driver bring one for you. Assuming you do have a waybill, you should complete the waybill. You can then call the company and schedule a pickup.

Q2.2 where do I get waybills?
A. By calling the courier company you wish to use. Even if you’re only a small shipper, most companies will provide you with a small quantity to address any future needs you may have.

Q2.3 Do all courier companies provide free packaging like letters and packs?
A. No. While some do (e.g. Purolator), many others do not, simply because of the cost associated with production.

Q2.4 What is the latest time I can call a courier company and still get a pickup on the same day?
A. This varies depending on your exact location and the type of service you require. In most major cities across Canada, pickups should be called in by no later than 3:00 pm to be safe.

Q2.5 How do I get a computerized shipping system, or some other solution to avoid having to complete waybills by hand?
A. Many courier companies will provide special forms called “manifests” that avoid the need for having to complete the “from” section for every single shipment being sent.

Many also offer a range of automated shipping solutions.

There has been a clear trend in recent years towards using software and/or the internet as the preferred automated option. Most of the larger courier companies offer shipping software that has all the functionality of a desktop system for free. In other cases, the shipment scheduling option present in many courier companies Web Sites works equally well.

Desktop systems also exist (where the courier company will provide a shipper with a CPU, printer, scale, etc.), but these are typically provided to very large volume shippers only, and can only be obtained by meeting with a sales representative of the company you are dealing with.

Q2.6 How can I find out how long it will take for my shipment to be delivered?
A. You can either visit the Web Site of the company you would like to use (many have time in transit calculators), or call them. When doing so, you should be sure to have the address where the shipment will be picked up from, and the city, country and postal code of where it will be delivered.

Q2.7 Why are my shipments to remote locations delivered by a different courier company than the one that picked it up?
A. For most courier companies it is not economically viable to operate facilities and maintain staff across the entire country, particularly in remote locations. Instead, most use agents, which are separate companies (or individual contractors) who operate in a specific geographic area.

Q2.8 Can I have a shipment delivered to my house without signing for it?
A. In some cases yes. Many couriers offer what is referred to as a “signature release” service option, which allows the driver to deliver a shipment without obtaining a signature. As a general rule, that the sender of the shipment is the only one who can specify no signature is required. It is also important to note that a courier driver will only leave a package without receiving a signature if there is safe and secure option to do so (e.g. a mailbox).

For home-based businesses and residential deliveries, some couriers also offer the option of registering with them as a “no signature stop”. In this case, you will be given a sticker to place on your door that will notify the driver that they never have to obtain a signature.

While this option offers the freedom of not having to be present to sign for a delivery, it also absolves the courier company of any liability for damages or loss.

Q2.9 Can a courier company drop my shipment at a neighbour's house?
A. Yes. Most courier companies have a policy that allows their drivers to drop a shipment at a “safe and secure” location if you as the receiver are not available to accept delivery. A neighbour's home is classified as one of these locations.

Q2.10 Can a courier company deliver to a Post Office box?
B. Unless a special arrangement or agreement has been made with your company, the answer to this question is no. The reason is simple; P.O. boxes require a key, and without one the courier driver cannot leave the package.

Q2.11 What happens if a shipment I send cannot be delivered?
B. Some courier companies will make up to 3 attempts to deliver a package. In other cases (or when the maximum number of deliver attempts have been made), the driver will leave a sticker or other form of notice indicating a delivery was attempted, and information as to where you should call for further information (such as the address of the local depot where you can pick it up).

If a shipment is simply undeliverable due to a business closure, etc., the shipment will be returned to the sender.

If the delivery is within Canada, many courier companies will return the item at no additional charge. For U.S./International shipments however, the sender is typically billed for the return transportation.

Q3.1 Can I send fragile goods via courier?
A. Yes, but when doing so they will travel “at shippers risk”, which means they cannot be insured against damage.

Q3.2 How do I know if the item I need to send is prohibited?
A. Most reputable courier companies publish (either in hard copy format or on their Web Sites) a complete list of prohibited items. Items typically prohibited include explosives, firearms, currency, narcotics, paintings, plants or live animals, etc. All couriers have the right to open and inspect any package given to them. To be completely safe, you should always call the company you are dealing with.

Q4.1 How can I pay less for courier services?
A. Most courier companies offer discounts to customers based on a combination of factors such as volume, revenue, commodity, average package weight, business versus residential mix, etc. If you feel you qualify for a discount, you should meet with a sales representative of the company you are dealing with. Some courier companies will also offer a discount for dropping your shipment off at one of their locations (e.g. retail counter, drop box, etc.).

Q4.2 What is the difference between single and multi-piece, or shipment pricing?
A. With single piece pricing, the price for a delivery is based on a separate charge for each individual package in a shipment. With shipment pricing, the price for a delivery is based on the weight of all packages in total.

Q4.3 Is shipment pricing always less for 2 or more packages?
A. Not necessarily. The answer to this question will vary depending on the specific pricing strategies of individual companies, so the best thing to do is carefully review the rate charts of the company you are using to determine at what point shipment pricing becomes less expensive.

Q4.4 How do I find out about any additional charges beyond the simple transportation of goods a courier may apply?
B. Most reputable courier companies publish (either in hard copy format or on their Web Sites) a complete list of additional charges. To be completely safe, you should always call the company you are dealing with.

Q4.5 Is it legal for courier companies to adjust the weight of my shipment and the price they charge me?
A. Yes. Virtually all courier companies have documentation (terms and conditions, service contract or on the back of their waybill) that indicates as a condition of carriage they have the right to adjust the weight of a shipment in cases where the actual weight is greater than what was stated on the waybill, or where dimensional weighting applies.

Q5.1 What is the difference between real time and regular tracking?
A. With Real Time tracking, package information is scanned at the time it’s picked up and transmitted directly to the courier’s computer system as soon as the driver returns to their vehicle. With no real time systems, drivers must return to their local depot to “upload” information for shipments they picked up that day.

Q5.2 How do I track my shipment?
A. Most courier companies offer a range of options for shipment tracking including telephone, software/shipping system, Web Site and interactive voice response.

Q6.1 Do all couriers provide a refund if they do not deliver my shipment on time?
A. In some cases couriers will offer a credit or refund if they do not deliver a shipment on-time, but this is not a universally adopted practice. I particular, virtually every courier company in existence explicitly states that they cannot be held liable for damages and loss due to late delivery and/or interruption of service due to a cause beyond their control. It is best to contact the courier company you use to fully investigate their specific policy for guarantees.

Q6.2 Can I deduct charges from my invoice for late deliveries?
A. No. Virtually all courier companies have documentation (terms and conditions, service contract or on the back of their waybill) that indicates invoices must be paid in full and no deductions can be made for any reason.

Q7.1 How can I insure my shipment for its true value, instead of just the $100.00 free coverage some couriers provide?
A. Many couriers offer shippers an option to purchase additional coverage against damage and loss. The fee varies by company, but it is important to note that in order to obtain this service, you must write in the insured value of your shipment on the waybill. If this is not done, the courier is only legally liable for the free coverage they may provide, or the minimums as stated in the Warsaw Convention Act, which is typically $2.00/lb.

Q7.2 What do I do if my shipment is damaged or lost?
A. The first thing you should do is contact the courier company you used to deliver it as soon as possible to report the damage or loss. From here you will be informed of the procedure required to submit a claim.

Q7.3 Can I deduct charges from my invoice for damaged or lost shipments?
A. No. Virtually all courier companies have documentation (terms and conditions, service contract or on the back of their waybill) that indicates invoices must be paid in full and no deductions can be made for any reason.

Q8.1 How long does it take to deliver shipments around the world?
A. This will depend on the specific country and final destination you are sending your shipment to. Major cities in the United Kingdom can now be delivered in 1 day, while other locations in more remote destinations such as Africa could take up to 7 days or more. Many couriers have a time in transit calculator in their Web Sites so you can see how long delivery will take. While these are very useful and generally quite accurate, it is always best to call the company you use to get the most accurate answer possible.

Q8.2 Is there anything special I have to do to send a shipment to a destination outside Canada?
A. Yes. Many couriers have a special “international waybill” that is used when sending goods outside of the country, so you should be sure to use this. If you are sending a non-document shipment, you will also have to complete any/all required customs paperwork or else your shipment will not be allowed to enter the country it is destined for (e.g. Pro Forma Invoice). Many larger couriers offer customs paperwork completion assistance on their Web Sites. In other cases, you can simply call the courier company you deal with, or could also work with your customs brokerage firm if you have one.

Q8.3 Our company has our own customs broker; can I tell the courier company I’m using that I want to use this firm, or do I have to let the courier clear the item?
A. Yes, this is always an option. However, depending on the courier company you are using, this could result in additional charges. Many couriers also include routine customs clearance in the prices they charge. For specific details that may apply to you, call the courier company you use.

Q8.4 Why do I receive a separate invoice from a customs brokerage company when I receive goods purchased in the U.S.?
A. Separate invoices are received for customs clearance because in most cases, the process of clearing goods at the border is not done by the courier company that transports the goods, but instead by a separate customs brokerage company. Because the companies are separate entities, there is no way to consolidate, or combine all charges onto one invoice.

Q9.1 How many courier companies are there in Canada?
A. Approximately 2,400. Of this total, there are two types of firms, those that are primarily involved in overnight or later delivery (e.g. DHL, Federal Express, Purolator, TNT, UPS, etc.) and those that are more focused on local sameday/messenger deliveries - have info, copy.

Q9.2 Do courier companies have to have a special license to operate?
A. There is no special “courier” business license required to operate in Canada. A company simply needs to be registered with the appropriate municipal, provincial and/or federal governments (depending on their organizational structure) like any other business entity. Beyond this, because courier companies use a wide range of transportation modes to affect final delivery, the amount of legislative and other regulatory issues affecting them can be extensive. To obtain specific information it is best to deal with the appropriate governmental department or agency (e.g. Transport Canada, provincial Ministry of Transportation, etc.) and/or retain the services of a legal firm.

Q9.3 Do courier companies operate 365 days a year?
A. The answer to this question varies depending on the type of company. Generally speaking, most of the larger players in the market provide pickup services during Monday to Friday, which is 252 days a year (many will also make deliveries on Saturday). Sameday/messenger firms on the other hand, are more likely to be “on call”, 24 hours a day, 7 days a week.