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FAQs

COVID-19 Protocols

What is Contactless Delivery?

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.

How do contactless deliveries work at Good Foot?

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.).

Can a Courier pick up a package without meeting me?

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.

Can a Courier drop off a package to the recipient if they are not there?

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.

How will I know if a package has been delivered successfully?

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 deliver as per order preferences, our Customer Service team will call the customer to ask for next steps.

Can I request a signature for recipient acknowledgement?

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.

Are there any changes to delivery rates?

Our delivery rates remain the same.

Are there any changes to delivery times?

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.

General Questions

What areas do you service?

Toronto is our primary service area, although we service parts of North York, Etobicoke and Scarborough via TTC and on foot. Our service area is typically 2.8 kms from any TTC subway station, with some exceptions.

What are your hours of operation?

Monday to Friday 9:00 AM to 4:00 PM
Last pickup at 3:30 PM
At this time, we do not complete deliveries on the weekend.

We are closed on all public holidays including:
New Year’s Day – January 1st
Family Day – February 17th
Good Friday – April 10th
Victoria Day – May 18th
Canada Day – July 1st
Civic Holiday – August 3rd
Labour Day – September 7th
Thanksgiving Day – October 12th

Additionally, we are closed from December 24th, 2020 to January 1st, 2021. We reopen on Monday, January 4th, 2021.

If I don’t have an account, can I still place an order?

At this time, all customers must create an account with us to place an order.

Can I ship unpacked items? Do you supply packaging of shipping supplies such as envelopes or boxes?

At this time Good Foot Delivery does not offer shipping supplies.  You are responsible for ensuring your orders are properly packaged. Couriers do not accept responsibility for any products damaged due to poor packaging by the customer. The Courier reserves the right to refuse products they consider improperly packaged without liability to deliver the package on time. Refunds will not be issued for improperly packaged products.

 

 

What are your size specifications?

Please note, as our Couriers take transit to deliver orders, we are unfortunately limited with the size, weight and sometimes the types of items we can deliver.

We accept packages in varying sizes, however we cannot accept packages larger than a milk crate, at 12′ X 12′ X 12′, with some exceptions. If you have a package larger than this, please contact us directly before placing your order to see if we can accommodate your order. Additional fees may apply.

How large is too large of a package?

Good Foot Delivery accepts orders up to 8 lbs and no bigger than a milk crate, with some exceptions. If your package is larger or heavier than this, please contact us directly to see if we can accommodate your request. At times, we may ask that the order be split into multiple orders. This allows us to send more than one Courier to complete the order.

There will be additional overweight fees applied to your order if you fail to place more than 1 order for an over sized or over weight item, without prior approval. 

How do I amend or cancel my delivery?

Due to the time sensitivity of deliveries, you are not able to amend or cancel a delivery on your account. We ask that you reach us from 9:00 am to 4:00 pm by phone at (416) 572-3771 or email us at info@goodfootdelivery.com with any requested changes.

How do I contact Customer Service?

You can reach us from 9:00 am to 4:00 pm by phone at (416) 572-3771 or email us at info@goodfootdelivery.com

What methods of payment can I use?

As an individual, once your order is completed, your credit card will automatically be charged and a receipt will be sent as confirmation.

As a business, you have the option to pay via credit card upon completion of the order, or receive monthly invoices.

Payment can then be made in a variety of ways:

  • Pay online through the “Pay Now” button in the Quickbooks invoice email
  • Electronic Funds Transfer (EFT)
  • Pay via credit card by calling the Good Foot office at 416-572-3771
  • Mail a cheque made out to Good Foot Delivery to the following address:
    Good Foot Delivery
    720 Bathurst St
    Toronto, ON M5S 2R4

Please note, we do not accept cash, e-tranfers or AMEX and Couriers cannot accept payment for your order.

What is your refund policy?

We will investigate each instance on a case by case basis to determine if a refund is applicable. Any refunds will be returned to the credit card used to make payment.  

Our Refund Policy is as follows:

  • 100% refund if the delivery is cancelled before a Courier is en route to pick up.
  • 50% refund if the delivery is cancelled if the Courier is en route to the pick up or is unable to pick up the package (the package isn’t ready at the given time, we cannot get a hold of the pick up customer, etc). 
  • Customers receive no refund if the delivery is cancelled or failed once the Courier has left the pick up address and/or is en route to drop off.
  • No refunds are provided when the drop off customer refuses a package.

How can I see who accepted my order at the drop off?

You will receive an order confirmation once the order has been completed. This will include the name of the recipient in this email. If it has been delivered to a concierge or reception desk, this will be indicated as well. Alternatively, you can find information on who accepted the package on your Good Foot account through your order history. Select the order you are inquiring about and all the details regarding the delivery should be there.

Where can I find Good Foot Delivery’s Terms and Conditions?

Please see our Terms and Conditions here.

Troubleshooting

I’ve forgotten my username and/or password. How do I find it?

On our “Create an Account” or “Login” pages, select ‘Forget password” on the left hand side. Enter your email address. An email will be sent with your username and a link to reset your password.

What happens if the Courier arrives for the pickup and the shipment isn’t ready?

Couriers have been instructed to wait up to five minutes for an order upon arriving at the pick-up location.  If the Courier does not receive the package within five minutes upon arrival at the pick-up location, customers are charged an additional $1.00 per 5 minute increments or the order is marked as “failed” and the customer will be charged for 50% of the cost of the delivery – whichever option the customer chooses.  Please see our refund policy for more information.

My order was never received, what should I do?

We’re sorry that you haven’t received your order!  There are multiple reasons you may not have received your item, please contact the Good Foot Customer Service team at info@goodfootdelivery.com and they will be more than happy to help locate your package. 

Please note, Good Foot Delivery will not be liable for any non-delivery or loss of any of the contents of any order unless the Client gives written notice of the non-delivery of the order within 2 business days of the date for delivery stated in the order Confirmation.