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. However, you can contact our Customer Service team to request a change of address, delivery date, or add delivery instructions.

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 the merchant has provided us with your email address.

If not, please check your property, mailroom, and neighbor's doors before contacting us. The driver may hide the package to keep it from being stolen, so checking in more hidden areas can be the key to finding your package.

If you do not find it, please call us immediately at (514) 807-6086 or 1-833-622-1570 to help make this right!

For security and confidentiality purposes, Intelcom does not know the contents or the value of the packages which are delivered.

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. Please call us at (514) 807-6086 or 1-833-622-1570 to help make this right!

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

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 the merchant has provided us with your email address. If you don’t recognize the location of the package in the photo and you haven’t been able to retrieve it, please call us at (514) 807-6086 or 1-833-622-1570 to help make this right!

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 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.

Make sure you are home to hand your item to the driver. Never leave your items unattended as our drivers can only complete your pick up if it is hand delivered to them.

For a successful return:

1- Identify in advance the item to be returned.

Make sure the item matches the Intelcomreturn tracking number.

2- Keep this number nearby, you may be asked for it to identify the item. Access this number at all times in your emails.

3- Place the item to be returned within easy reach so that it is ready to hand over to the driver when they arrive.

4- Hand the item to the driver.

For security reasons, the driver can only pick up a return if it is hand-delivered to them.

You will be notified of the scheduled pickup date for your return by email as soon as we receive the information from the seller. If your return request arrives in our system before 6 p.m., the driver will pick up your return the following day. If it gets to us after 6 p.m., they'll pick it up two days later.

Unfortunately, we cannot set a specific timeframe to pick up your return at this time. Our pick up times for a return are 8am to 9pm, 7 days a week. To reschedule your return pickup, please complete our form by clicking here to schedule a new return date.

If the driver is unable to pick up your return, the pick-up will be automatically postponed to the following day.

Share with us any additional information, such as a security code, call box, etc. to facilitate the pickup of your package. You will be able to add this information to your pickup request in the first email we send you, as soon as we receive the information from the seller.

The returned product will be identified in our confirmation email.

It depends on how you initiated your return:

• If you initiated a return of a single item, then we can only accept that item, since the merchant may not be able to refund you for the other items.
• If you initiated a return of multiple items, be sure to notify the driver so that the items are handled correctly.

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

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

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

All pick-ups follow Intelcom’s strict guidelines to ensure the protection of your items. The driver will place your items in a secure, resealable envelope to protect them during transport.

Intelcom is proud to offer an easy, convenient and secure return pick-up service to all customers.

We're making returns even easier with our Couche-Tard drop-off option. We've outlined each step of the process on our Couche-Tard page.

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

Please use our support form to subscribe to email notifications.

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.