Frequently asked questions

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.

Absolutely! You can change the delivery address to anywhere within the region we serve. To update the delivery address, give us a call at (514) 807-6086 or 1-833-640-2301.

Please keep in mind that since we have to make the change manually, this may cause a delivery delay.

This option isn’t available right now.

Absolutely! To update the delivery date, give us a call at (514) 807-6086 or 1-833-640-2301.

If your parcel was not handed to you directly, you should have received a delivery photo by email. Using the photo, check around the delivery location, including behind objects visible in the proof of delivery, as the parcel may sometimes be placed there (e.g., planters, furniture, etc.).

Didn't get a photo? Please also check around your property and in the mailroom. The driver may have hidden the package to prevent theft.

Still can't find your package or think it might have been stolen? Give us a call right away at (514) 807-6086 or 1-833-640-2301 so we can sort this out for you.

For security and privacy reasons, Intelcom does not know the contents or value of the delivered packages.

We're so sorry this happened. If you suspect your package has been stolen, give us a call right away at (514) 807-6086 or 1-833-640-2301 so we can sort this out for you.

For security and privacy reasons, Intelcom does not know the contents or value of the delivered packages.

If the contents of your package are damaged or there's something missing from your order, please reach out to the merchant you placed your order with originally and file a claim.

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

If your package wasn't handed to you directly, you should have received a photo of the delivery via email.

If you don’t recognize the drop-off location in the photo and you’re unable to retrieve your package, give us a call at (514) 807-6086 or 1-833-640-2301 so we can sort this out for you.

For security and privacy reasons, Intelcom does not know the contents or value of the delivered packages.

You can check the latest status of your package anytime on our tracking page.

Keep in mind that our customer service agents have access to the same information as you, so they won't have any additional details beyond what you see on the tracking page.

If you're signed up for our email notifications, you'll receive an email 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 yet.
  
  
• The tracking number doesn’t start with a series of letters followed by a series of numbers, like 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 to confirm that your order has shipped.

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

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

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

This may be because:

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

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

Pickups at our stations are not available right now. 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.

Based on your agreement with the merchant, your package may be left in a place deemed safe by the delivery driver.

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.

To learn everything about counter deliveries to Couche-Tard and Circle K locations, visit our Convenient Counter Delivery.

Deliveries can be affected by factors outside our control, such as weather or route conditions. Rest assured, your package is safe with us! When this happens, we closely monitor the situation and work hard to get it to you as soon as possible.

There’s nothing you need to do. Once your package is back on the road, you’ll receive an email notification with the updated delivery date.

You can check the tracking page anytime for the latest details.

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.

If the driver needs additional information to access your pickup location like a security code, call box code, or directions, feel free to include them in your instructions. The more detailed, the better!

You can set pickup instructions via the email(s) we've sent confirming your pickup.

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.

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

Of course! To reschedule your return pickup date, please complete our form by clicking here.

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 Circle K and Couche-Tard counter return option. We've outlined each step of the process on our Convenient Counter Returns page.

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

Please be aware that we never request payment or personal information for your delivery. We already have everything we need. The only exception is if you choose to provide additional delivery instructions to help us make your delivery as secure and convenient as possible. You may receive an email inviting you to add these optional instructions, but it will never request your name, address, or any other personal information.

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@intelcom.ca
3. Delete the e-mail

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.

Delivery or return instructions allow you to provide additional details to help the driver access your address more easily and complete the delivery or pickup according to your preferences.

1. Use the link in Intelcom’s tracking emails to access the delivery or return instructions form.
2. Fill in the fields to provide your preferences or any useful information for the driver.
3. Choose whether you want to save this information for future deliveries or returns.
4. Submit the form.

Yes. When filling out the form, you can choose to save your preferences for future deliveries or returns to the same address.

Saved instructions will become your default preferences and may be automatically suggested for future deliveries or returns.

You can modify or delete your preferences at any time using the instructions form.

If you choose not to save them, the instructions will apply only to the current delivery or pickup.

Yes. As long as your package has not been delivered or the pickup has not been completed, you can return to the instructions form to modify your instructions.

At the bottom of the instructions form, you will find a button allowing you to delete your instructions.

Deleting your instructions will remove the information associated with your current and future deliveries or returns.

You can access the instructions form using the link included in Intelcom’s tracking emails.

A button in the email will redirect you to the appropriate page where you can set your delivery or return instructions.

No. Intelcom will never ask for payment or sensitive personal information through the instructions form.

The information requested is used only to help the driver locate the correct address and complete the delivery or pickup.

You can add useful details to help with the delivery or return of your package, such as:

• where to leave the package (front door, back door, etc.) (only for deliveries);
• access codes or call box numbers;
• directions to help the driver find the address more easily;
• instructions for safely dropping off or picking up the package.

Never share payment information, passwords, or other sensitive personal information in the instructions form.

For more details, please refer to our Privacy Policy.

Your delivery instructions are used only to prepare and complete the delivery or pickup of your package and will not be used for marketing purposes.

We apply the same security measures used to protect all other information related to deliveries and pickups.

For more details, please refer to our Privacy Policy.