Covid-19 Protocol for Deliveries
Please note that carriers are putting certain delivery protocols in place due to the COVID-19 outbreak. Below are the service updates:
Service updates will be made when they are available.
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.
Effective immediately, the money back guarantee for Express shipments when applicable is now suspended until further notice.
- Purolator – If the customer refuses to sign – the driver will write in “refuse to sign”.
- 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 (updated March 20, 2020).
- Purolator has a dedicated webpage that is updated daily with information on their safety measure (updated March 30, 2020).
- UPS – If receiver is refusing to touch the driver’s handheld scanner for signature, the driver will enter refusal in the handheld and leave the shipment with no signature – even if a signature was required.
- The WHO and U.S. CDC have stated that the likelihood of the COVID-19 virus contaminating cardboard or other shipping containers is low. If there is a concern, disinfecting the shipment or using protective apparel when unwrapping the container will reduce the risk of exposure. For more information, visit UPS’s web page (updated March 17, 2020).
- FedEx – 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 (updated on March 16, 2020).
- Canpar – 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 (updated on March 16, 2020).
- DHL – 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).
- At the moment, everything remains the same on an operational standpoint with the exception of Wuhan, which DHL is not servicing yet. If the shipment destination is closed, DHL will be reviewing with the CNEE and if a delivery is not able to be arranged, they will return the shipment without charges (updated March 16, 2020).
- DHL eCommerce will leverage their robust distribution network and reroute to other distribution centres as they do when one of their locations needs to close due to a weather event or needs additional capacity during high volume shipping periods. With restrictions and limitations to contain the spread of the virus changing daily, DHL eCommerce has a COVID-19 Task Force that meets daily to obtain cross-functional updates needed to provide the most current information associated with this global issue. (updated March 18, 2020).
- DHL has suspended services in the following areas in Italy: Avellino, Ariano Irpino, Atena Lucana, Caggiano, Forlì, Medicina, Sala Consilina, Salerno Polla (updated March 19, 2020).
- If the receiver is not there to receive the shipment, the package will be staying in the receiver’s country for 2-3 weeks (updated March 19, 2020).
- DHL eCommerce Solutions has temporarily suspended shipments destined to specific countries. Because the situation is constantly changing, we ask that you refer to the this daily updated COVID-19 International Service Update document. We request that your company please discontinue tendering packages to suspended destination countries effective immediately. Any packages received in one of the DHL distribution centers will be returned to your company (updated March 25, 2020).
- The U.S. – Canadian border is temporarily closed for non-essential traffic. Please note however, this does not affect trade, therefore shipments to/from Canada will continue to move at this time. However, delivery delays are being experienced to ALL international destinations (updated March 25, 2020).
If you have any questions, please do not hesitate to contact our customer service team at 1-866-320-8383 or email us at email@example.com.