Thank you again for your understanding as we navigate these new times and for your continued support of employment for the neuro-diverse community. We’ve provided some FAQ’s regarding our new protocols relating to COVID-19 below. This includes introducing contactless pick-up and drop-off options, as well as updated information about discontinuation of signatures, our default no contact delivery methods and more. You can read our general FAQs here.
Contactless delivery is how we maintain physical distancing and minimize unnecessary contact between our Couriers and Customers when exchanging packages.
Contactless deliveries can happen outside or in a building. For instance, deliveries to residential homes will always be outside; however, for apartment buildings, business sites and retail stores, the pick-up or drop-off may occur inside the building, should an alternate arrangement not be possible.
All of our deliveries will feature some variation of contactless delivery where possible, whether it’s leaving a package on someone’s doorstep, meeting a resident outside their apartment building or going directly to someone’s unit and safely placing the order outside the customer’s door. You can indicate which option you would like for every order you place.
Prior to reaching a pick-up or drop-off address, the Courier will call the customer to make arrangements to meet outside the building or in the lobby area to exchange packages; this is our preferred option. In cases where this is not possible, such as the customer is self-isolating, has accessibility concerns or does not answer the call, the Courier will go to the address unit.
When at the unit, the Courier will announce their arrival by pressing the doorbell or knock on the door and will step back at a comfortable distance to maintain physical distancing. At the pick-up, we expect the customer to leave the package on a safe surface and step back. At the drop-off, the Courier will leave the package on a safe surface and step back. In either case, we require 2 meters of space to be created for a safe retrieval by the other party.
For a package that doesn’t require a recipient’s confirmation, our Courier will leave it outside the door or a secure spot as directed in the order form (such as behind a porch table/planter etc.). The Courier will take a photo that shows where the order has been left. This photo will be included in the delivery confirmation email.
Absolutely. Just let us know where you have left the package in the comments section of the order form. Useful information includes – any COVID-19 related restrictions in your building, details of the spot where the package may be left (e.g. behind porch table or planter), building buzz code. Our Couriers may call you if needed.
Absolutely – this is currently our default delivery method unless otherwise specified in the comments. Please let us know your preference in the comments section of the order form. Useful information includes – any COVID-19 related restrictions in your building, details of the spot where the package can be dropped off (e.g. unit door, behind porch table or planter), building buzz code. We will also send you an email confirming delivery. Our Couriers may call you if needed.
Upon delivery, important order details such as the location of delivery, time of delivery and recipient name (if requested) will be shared via a confirmation email. If we are unable to complete a delivery, our Customer Service team will call the customer to ask for next steps.
We have temporarily suspended offering this service. However, under the comments section in the order form, you can request for recipient acknowledgment. Our Courier, while practicing physical distancing, will receive the recipient’s name and share it via the confirmation email.
Our delivery rates remain the same.
A majority of our Basic and Express delivery options will have the same delivery time that our customers have come to expect. However, TTC restrictions and protocols for contactless service may adversely impact some deliveries, therefore we cannot guarantee our delivery times at this time. If running late, our Customer Service team will do their best to contact you to provide an update.