COVID-19 Shipping FAQs and Delivery Protocols
Last updated: March 24, 2022
We will update this page as new information becomes available.
COVID-19 Shipping FAQ
Is it safe to receive a package from any area where COVID-19 has been reported? “Yes. The likelihood of an infected person contaminating commercial goods is low and the risk of catching the virus that causes COVID-19 from a package that has been moved, travelled, and exposed to different conditions and temperature is also low.” – World Health Organization (WHO)
Can I ask for a “Signature Required” for my shipment during this time? Couriers like Purolator, UPS, Canpar and DHL still permit a signature required shipment. However, to keep the driver and recipient safe, the driver will write the recipient’s name on their handheld device. Couriers like FedEx have temporarily suspended the signature required option. The only exception would be adult signature required (ASR) shipments where they will still request a physical signature and a government-issued photo ID.
What happens to my shipment if the recipient is not there to receive the package? It is best to ensure that your receiver for your shipment is available to receive your package. If the receiver’s location is closed, the shipment may be returned to the shipper at the shipper’s expense.
Can I get a refund if my package is delayed? Unfortunately, no. Couriers such as Purolator, UPS, FedEx, Canpar and DHL have suspended all Express service guarantees for the time being.
Carrier Delivery Protocols
Below you can find the protocols and service updates by carrier. We are diligent in keeping this information current, and service updates will be made when they become available.
Effective for all carriers: please ensure the receiver for your shipment(s) created is available to receive your package(s). If the receiver is closed, the shipment may be returned to the shipper at the shipper’s expense.
- Shipments that are oversized and/or require special handling: with the high demand continuing for shipments that require our Special Handling Service, customers receiving these types of deliveries may see a delay of one day, inclusive of weekends.
- If the customer refuses to sign – the driver will write in “refuse to sign” and the package will still be delivered.
- Purolator’s drivers, shipping centre employees and partners will release packages with verbal consent, as opposed to requiring a written signature for most types of shipments. This avoids the spread of germs through scanners and styluses being passed back and forth.
- Earlier cut-off times for shipment pick-up requests may be implemented daily for various regions across the country.
- Shipments destined to businesses closed as a result of government COVID-19 prevention measures will be returned to shippers or held for pickup, depending on location. All shipments will be scanned as “Receiver unavailable – Temporary closure for pandemic” when customers track shipments online.
- If receiver is refusing to touch the driver’s handheld scanner for a signature, the driver will enter refusal in the handheld and leave the shipment with no signature – even if a signature was required.
UPS Air Cargo Capacity: a temporary peak surcharge will be applied to all UPS Import and Export Air Shipments. The temporary peak surcharge will be based on per kilogram or pound of the shipment in addition to the existing shipping rate. The rate appearing on your screen at time of booking will include the peak surcharge fee.
- If a shipment is being delivered to a location that is closed due to the virus, a “Future Delivery scans” will be put on the shipment until further notice. FedEx will be using the same method as they do during the Holiday break.
- FedEx has implemented no-contact pickups and deliveries, including temporarily suspending most signature requirements for FedEx Express and FedEx Ground shipments. In most cases, after making contact with the recipient, the team member will collect the recipient’s first initial and last name and enter “C-19” in place of the signature image.
- Effective immediately, drivers will not be obtaining signatures at the time of delivery, including freight where signatures are mandatory. The drivers will not be handing the scanner to any customers to sign. Drivers will be entering “CRSS” along with the recipient’s name into the scanners. Any recipients refusing to follow this process, their package will be returned to the terminal for alternate pick up arrangements.
- Any shipment that could not be delivered due to closure, gets held at the terminal for 5 days and then returned to shipper at the shippers’ expense.
- If the receiver is refusing to sign for the shipment, the package will be returned to the depot. A second attempt will be made and if it is refused again, the package will be returned to shipper. DHL drivers have and will offer hand sanitizer to the receiver once they sign (if needed/wanted by receiver).
- DHL express has implemented a temporary Emergency Situation Surcharge on all of there shipments. The temporary peak surcharge will be based on per kilogram or pound of the shipment in addition to the existing shipping rate. The rate appearing on your screen at time of booking will include the peak surcharge fee.
- If the receiver is not there to receive the shipment, the package will be staying in the receiver’s country for 2-3 weeks. .
- Signatures are no longer required for delivery until further notice in order to avoid additional contact by handling the scanners. Drivers and contractors are taking note of the receiver’s names as a verbal proof of delivery (POD).
If you have any questions, please do not hesitate to contact our customer service team at 1-866-320-8383 or email us at firstname.lastname@example.org.