Frequently asked questions

You can view the latest shipping status of your package, at any time, on our tracking page.

Please note that our Customer Service agents only have access to the same information as you, so they don’t know more than what you see on the tracking page.

If you are signed up for our e-mail notifications, you’ll get an e-mail when your package is estimated to be delivered to your door within the next three hours.

This can happen if:

• The shipper hasn't notified us of the shipment. Sometimes, we may receive the information in our system a few hours after you placed your order on the shipper’s website.
• The tracking number doesn’t start with a series of letters followed by a series of numbers, for example INTCLMB1234567 or LPKEN000000012345678.
• The tracking number is more than three months old.

You can usually find your tracking number on the merchant's website (where you made your purchase), as well as in the confirmation email they send you to confirm that your order has shipped.

Of course! You can change the delivery address to anywhere within the region we serve. To change the delivery address, please call us at (514) 807-6086 or 1-833-622-1570.

Please note that since we must make the change manually, this may cause a delivery delay.

This option is not available at this time.

Of course! To change the delivery date, please call us at (514) 807-6086 or 1-833-622-1570.

According to your agreement with the merchant, your package may be left in a place deemed safe by the delivery person.

If there’s no secure location to leave the package at the delivery address, it will be returned to the warehouse and delivered the next business day.

We’re sorry for the delay. Our estimates are based on the delivery driver's schedule, but they may have gotten a little behind on their deliveries for the day.

You can check our tracking page for the most up-to-date information that we have on file about your package. If the page indicates that it is still out for delivery, we'll be there as soon as we can be.

This means that we weren't able to deliver your package today.

This may be because:

• Your front door was inaccessible
• The driver wasn't able to complete his route today
• There was no safe place to leave the package
• The driver wasn't able to find the package in the van

We’ll try to deliver your package on the next business day.

At Intelcom, we continually review and improve our measures to prevent package theft and give our customers the highest-quality service.

Our innovative notification system sends each consumer a personalized notification with an estimated delivery timeframe. This allows for the consumer to prepare themselves to receive their package or ask a neighbor to accept it if necessary. With the pandemic, we're seeing more people accepting their packages in person while respecting social distancing measures.

If a customer doesn’t receive their package, we suggest that they make a claim with the merchant with whom they placed their order.

Due to COVID-19, our delivery procedures have been adapted to offer a contactless service. Customers are no longer expected to sign on our independent delivery contractors’ devices according to social distancing measures. Our independent delivery contractor will sign N / A (Not available) after making sure the package has been delivered to a safe location.

Upon reception of any delivery, the Public Health Agency of Canada recommends the following two steps to limit the risks of propagation of COVID-19:

• “wash your hands often with soap and water for at least 20 seconds after handling the package
• avoid touching your eyes, nose or mouth, especially with unwashed hands”

For more information, please visit the Public Health Agency of Canada website.

For everyone’s safety during the COVID-19 pandemic, pick up at our locations is not available at this time. If we haven’t been able to deliver your package after 4 attempts, we invite you to contact our Customer Service team so we can find an alternative.

Our delivery hours are 8 a.m. to 10 p.m., seven days a week.

If your package was not delivered to you in person, you should have received the photo of the delivery by email. If necessary, you can contact the merchant from whom you made your purchase, they can send you a delivery confirmation photo.

For security and confidentiality purposes, Intelcom does not know the contents or the value of the packages which are delivered. Thus, if you have not received your package, you will need to contact the merchant from whom you made your purchase to make a claim.

We’re so sorry this happened. We continually review and improve our measures to prevent package theft and give our customers the highest-quality service.

For security and privacy reasons, Intelcom doesn’t know the contents or the value of the packages delivered. If you didn’t receive your package, you must make a claim with the merchant from whom you made your purchase.

We’re sorry about that. If the contents of your package are damaged and unusable when you receive them, you must make a claim with the merchant from whom you made your purchase.

For security and privacy reasons, Intelcom doesn’t know the contents or the value of the delivered packages.

If your package wasn’t delivered to you in person, you should have received a delivery photo by email. If you don’t recognize the location of the package in the photo and you haven’t been able to retrieve it, you must make a claim with the merchant from whom you made your purchase.

For security and privacy reasons, Intelcom doesn’t know the contents or the value of the delivered packages.

Due to COVID-19, our delivery procedures have been adapted to offer a contactless service. Customers are no longer expected to sign on our independent delivery contractors’ devices according to social distancing measures. Our independent delivery contractor will sign N / A (Not available) after making sure the package has been delivered to a safe location.

Our return pick-up hours are from 8 a.m. to 9 p.m., seven days a week.

Of course! You can always reschedule your return pick-up appointment date. Please click here to fill out our form to set a new return pickup date.

All pick-ups and deliveries follow Intelcom's strict guidelines to ensure the security of your items.

If you need new packaging, the driver will have a secure and resealable package to protect the returned items in transit. Intelcom is proud to offer an easy, convenient and secure return pick-up service to all customers.

The driver can only pick up a return if you're home. This is to make sure the right item is secured and returned.

Sure. Just have the item ready to be handed over so you don't keep the driver waiting.

Our returns are easy and convenient! No need for a box or label, just hand the item to the driver. They'll have a bag and label ready to secure your return for you.

There are a few options here:

• If you live in a building with a concierge, receptionist, or attendant, leave the item with them for us to pick up. When the driver contacts you, just let them know that you left the item(s) at reception.

• If your building doesn't have a concierge, receptionist, or attendant, you'll need to meet the driver at the main door when they buzz your unit or contact you.

Simply find the item that matches the Intelcom return tracking number and put it by your door.

Make sure you're home to hand it to the driver.

We suggest that you get the item you're returning ready as soon as you request the return so you know which item you're returning when the driver arrives.

It's best to contact the merchant that you initiated your return with to figure it out together, as we don't have the item information on hand.

Your refund will come from the merchant from whom you made your purchase. They'll be able to provide more information on when you will be refunded.

If your return request comes through our system before 6 p.m., the driver will pick up your return the next day. If it comes through after 6 p.m., the driver will come two days later.

We can't set a specific timeframe to pick up your return. We'll send you a text message the morning of your scheduled pickup and then an e-mail to let you know we'll be there within the next three hours. If the driver is unable to pick up your return, we'll contact you to reschedule.

It depends on how you initiated your return:

• If you initiated a return of a single item, then we can accept only that item, since the merchant may not be able to refund you for the other items.
• If you initiated a return of multiple items, make sure to let the driver know this when they arrive. Then, hand all the items to the driver as normal.
• If you initiated multiple returns of single items, make sure to tell the driver this when they arrive. Handover the items one by one so the driver can label them correctly.

Make sure your item matches the label(s) the driver has brought, or the merchant may not be able to refund you.

All you need to do is click the “Unsubscribe” link at the bottom of the email you received.

Contact us and we’ll happily reactivate your email address.

You received this email because you recently ordered an item from an online merchant who contracted Intelcom to deliver it.

You can unsubscribe from notifications by clicking the link at the bottom of the email.

If you have received a suspicious email, call, or text message which appears to have originated from Intelcom, we recommend you take the following steps:

1. Report the e-mail as 'junk' or 'phishing' from your e-mail provider
2. Forward the email to report-fraud@intelcomexpress.com
3. Delete the e-mail

Please be aware that we never request payment or personal information in return for your delivery.

Occasionally, people take advantage of our name and services in a series of email scams known as “Phishing”. We urge our customers to be vigilant of such emails and to never respond with any personal information. A good way to recognize phishing emails is through design flaws, misspellings, and unusual requests.

We are committed to protecting your information and are taking all the necessary precautions to protect the security of our network. Please don’t hesitate to contact us if you have questions regarding the legitimacy of an email.

Our Customer Service hours are 8:00 a.m. to 11:00 p.m. (ET) Monday to Friday, and 9:00 a.m. to 8:00 p.m. (ET) on Saturdays and Sundays.

Intelcom is a private, 100% Quebec-owned company. We’re proud to offer delivery services in nine Canadian provinces.

We think of ourselves as more of a technology platform than a traditional transportation company. That’s because our advanced software infrastructure continuously optimizes our delivery routes, making us faster and more efficient and giving us a clear competitive edge.

We’re supported by over 2,500 employees and over 500 independent delivery contractors affiliated with over 60 distribution centres across Canada. We currently work with many international, Canadian and Quebec clients.

Intelcom's mission is to give customers the most reliable, responsive home delivery service. To do this, we use route optimization technologies to minimize our independent delivery contractors’ travel time from one delivery to the next.

Since the number of packages to be delivered varies greatly from one distribution centre to another, our independent delivery contractors aren’t assigned quotas. Our only goal is customer satisfaction.

Our employees and independent delivery contractors follow appropriate COVID-19 hygienic guidelines. We have implemented strict hygienic measures in all our facilities and we have increased the frequency of our installations’ cleaning. Our measures include but are not limited to:

• Mandatory body temperature check upon arrival at any Intelcom premises;
• Thorough cleaning and disinfection of stations, every morning and every night;
• Social distancing measures;
• All station employees must wear masks and use disposable gloves while at the facility whereas delivery associates must wear the masks and gloves throughout the service day;
• Stringent cleaning measures several times daily on all surfaces, screens, handwashing stations, restrooms, and more;
• Use of plexiglass panels at every checkout point;
• Clear protocols in case of contamination.

At Intelcom, our clients' parcels are delivered by independent contractors and their drivers. You can visit the Independent Delivery Contractors (IDC) page to find out more.