Frequently asked questions

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.

We work with many, various-sized Quebec, Canadian and international clients.

As e-commerce and home delivery continue to grow, we’re continually working to develop partnerships with small and medium-sized businesses to give consumers a superior shopping experience.

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 signed up to receive notifications, you’ll get 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. 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 website where you made your purchase, as well as in the confirmation email you received when your order has shipped.

Our delivery hours are 8 a.m. to 9 p.m., seven days a week.

Of course! You can change the delivery address to anywhere within the region we serve. To change the delivery address, please contact us with the tracking number of your package and the address you would like your package delivered.

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 contact us with the tracking number of your package and the date you would like your package delivered.

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.

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, based on the optimal sequence of packages to be delivered, sends each consumer a personalized notification when their package is scheduled for delivery within the next three hours so they can be ready or ask a neighbour to accept their package.

Over 99.5% of our packages are delivered the same day we receive them, so package theft is more fiction than fact. What’s more, most recipients are spending more time at home due to the pandemic so they can receive their packages in person while respecting physical 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. In all cases, Intelcom will work with both buyers and merchants to try to resolve any situation.

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.

We invite you to check the latest status of your package on our tracking page. If it indicates that your package is still out for delivery, it will be delivered soon.

This means that we attempted to deliver your package, but were unable to.

This may be because:

• Your front door was inaccessible
• We didn’t have the access code for the door
• Your company was closed
• There was no safe place to leave the package

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

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 our customer service team to 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. For security and privacy reasons, Intelcom doesn’t know the contents or the value of the delivered packages.

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.

If your package wasn’t delivered to you in person, you should have received a delivery photo by email. If not, you can contact our Customer Service team, they will be able to send you proof of delivery.

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

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.

You can simply click on the “Unsubscribe” link at the bottom of the email you received or contact our Customer Service team.

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

We invite you to visit the Media section of our website. You’ll find answers to the most frequently asked questions as well as our media tools.

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.

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.

If you would like to submit your information to become an IDC, you can join our IDC community here. If you do not see the city that interests you in the list, you can send us an email at IDC@intelcomexpress.com to find out if we are currently looking in that location.

For any other questions, you can reach out to us via email at IDC@intelcomexpress.com and we will gladly respond to your enquiry. Please note that this email will be only used for Independent Delivery Contractor questions.

Since the safety of our employees, independent delivery contractors and customers is a top priority, we’ve put several safety measures in place, including:

• Touchless delivery
• Remote working for all administrative employees
• Preventative measures in all our facilities
• Remote recruitment activities

If a person develops symptoms, they will be asked to self-isolate at home until they receive a diagnosis. With our internal contact tracing, we can quickly pinpoint people who may have been exposed in the past few days so they can also go into precautionary quarantine.

The concerned person's workplace will be temporarily closed and thoroughly disinfected. As a precautionary measure, an email alert will also be sent to recipients of packages that may have been handled by the individual.

To learn more about our COVID-19 measures, please visit our COVID-19 page.

The pandemic has created some unique challenges for the online retail industry.

But our business model gives us the edge to increase our volume to meet the growing needs of our customers. Despite the current high demand, we’re happily—and easily—meeting our customers’ needs seven days a week.

We’re constantly expanding across Canada and opening new distribution centres to better serve our customers and our fellow citizens.

The safety of our employees, our independent delivery contractors and our customers is a top priority. To learn more about our COVID-19 measures, please visit our COVID-19 page.

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.

In order to limit the risks of propagation, we invite all customers to follow the recommendations from the Public Health Agency of Canada: “Parcels generally take a few days to be delivered, the risk of spread is low. To protect yourself from COVID-19, make sure to do the following when handling products shipped within or outside of Canada:

• 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, pick up at our locations is not available at this time. If we haven’t been able to deliver your package after 4 attempts or if you’d like to pick up your package at the warehouse, we invite you to contact our Customer Service team so we can find an alternative.

Our employees and independent delivery contractors follow appropriate hygienic guidelines. We have implemented strict hygienic measures to all our facilities and we have increased the frequency of our installations’ cleaning. Our measures include but not limit 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 of 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.

Our employees and independent delivery contractors are essential to our operations and their health is a priority for us. We are issuing the following guidelines, which remain in effect until further notice:

• Remote work for administrative personnel;
• If an employee is back from traveling abroad, we ask the employee to stay isolated at home for 14 days;
• Any employee or independent delivery contractor experiencing symptoms associated with the flu or diagnosed as a case of COVID-19 will cease its activities with Intelcom for the period of recovery or non-contagion.