Purolator Customer Care: An Expert, Practical Guide

How to reach Purolator customer care quickly

For time‑sensitive shipment issues, call Purolator Customer Care at 1‑888‑744‑7123. Have your Purolator PIN (tracking number) ready to be routed faster. You can also get support via the “Contact Us” and “Support” areas on purolator.com, including live chat and secure web forms for claims, delivery instructions, and billing questions.

Outside of phone and chat, Purolator handles service inquiries on social channels. Their dedicated support handle @PurolatorHelp on X (Twitter) is built for simple tracking questions and delivery follow‑ups; do not share full addresses or payment details publicly. For in‑person assistance, use the Location Finder on purolator.com to locate Shipping Centres and authorized drop‑off points near you.

• Phone (Canada/US): 1‑888‑744‑7123
• Website: https://www.purolator.com (Support, Contact Us, Tracking, Service Updates)
• Tracking: https://www.purolator.com (select “Track” and enter your PIN)
• Service alerts (weather, network): https://www.purolator.com (see “Service updates”)
• Social support: X (Twitter) @PurolatorHelp
• Location Finder (Shipping Centres): https://www.purolator.com (see “Locations”)

What customer care can do for you

Customer care can add detailed delivery instructions (gate codes, buzzer, safe drop permissions), convert a residential delivery to “Hold for Pickup,” schedule or re‑schedule pickups, and investigate late or missing scans. For business shippers, agents can help with account setup, EFT/ACH billing questions, and authorized pickup windows.

They can also request a driver callback for time‑critical issues, initiate a trace when a package has no movement, open a case for damage or loss, and advise on signature options (No Signature Required, Signature Required, Adult Signature). For cross‑border shipments, they coordinate with brokerage to resolve customs holds and release packages once duties/taxes are settled.

Tracking, delivery windows, and pickup/hold options

Purolator PINs are typically 12 digits. As soon as your label is created, you’ll see “Label created” or “Shipment information received.” Movement scans (Pickup, In‑Transit, Out for Delivery) follow once a driver collects the parcel and it enters the hub network. “Out for delivery” generally indicates arrival by end of day to that address unless a service alert states otherwise.

Residential deliveries are commonly attempted once; if unsuccessful, Purolator may redirect to the nearest Shipping Centre for pickup and leave a door tag. Hold-for-pickup periods are typically several business days before return‑to‑sender; bring government ID that matches the name on the label. If you need a second attempt or a different day, call customer care with your door tag number and PIN to arrange it before the hold period expires.

Claims, refunds, and proof‑of‑delivery

Start a claim as soon as you discover loss or damage. You’ll need the PIN, shipment date, contents description, declared value or invoice, photos of damage and packaging (inside and out), and a description of the packaging used (box strength, cushioning). Keep the box and all packing materials until the investigation closes; Purolator may arrange inspection.

For guaranteed services, eligibility for a refund depends on the service level purchased and any network/service alerts in effect on the ship date. If your shipment missed a guaranteed delivery time and no service suspension applied, request a delivery refund review promptly—late submissions can be denied. You can also request Proof‑of‑Delivery (POD) with signature image when applicable; agents can email a POD PDF for records or audits.

Cross‑border shipments, brokerage, and self‑clearance

For U.S.–Canada shipments, Purolator or its designated customs broker may advance duties/taxes and invoice the recipient or account holder. If your tracking shows “Customs hold” or “Clearance delay,” contact customer care with the PIN to identify the broker and next steps. Have your commercial invoice, HS tariff code (if known), and receiver tax IDs ready to accelerate clearance.

If you prefer to self‑clear in Canada, advise customer care before delivery. You’ll need broker contact details, a copy of the commercial invoice, and to visit or contact a Canada Border Services Agency (CBSA) office to pay duties/taxes. For CBSA general enquiries, call 1‑800‑461‑9999. After you self‑clear, provide the broker with proof of payment so the shipment can be released. Timely coordination avoids storage fees at the bonded facility.

Service options and delivery instructions that reduce issues

Choose a service level that aligns with your deadline and risk tolerance. Purolator offers time‑definite options (e.g., next‑day by morning/noon) and cost‑optimized ground services. Add Signature Required for high‑value items and consider Adult Signature for age‑restricted goods (note: the age of majority is 18 or 19 depending on the province). If your location is hard to access or unattended, set Hold‑for‑Pickup at a Shipping Centre to avoid missed attempts.

Use clear, practical delivery notes: gate/buzzer codes, safe drop policy, unit number, and a reachable phone number. If weather or building access is a factor, specify an alternate entrance or loading dock. For multi‑package shipments, label boxes 1 of N, 2 of N, etc., and include the PIN on each—customer care can more easily trace split deliveries when every piece is identified.

Escalation, documentation, and response‑time expectations

For complex cases (repeated delays, missing scans beyond 48–72 hours, damage disputes), ask the agent to open a case and provide the case ID. Record the date/time of each interaction, the agent’s name, and the commitments made (e.g., “trace launched,” “driver follow‑up requested,” “refund review submitted”). If resolution stalls, request a supervisor review with your case history.

Well‑prepared documentation speeds outcomes. Photos of packaging and damage, the commercial invoice showing value, and any correspondence with the seller are critical. For address complications (e.g., new builds), GPS notes or cross streets help dispatch contact the courier terminal and driver.

• Have ready: PIN (12 digits), ship/receive addresses, contact phone/email, invoice or order ID, box dimensions/weight, and photos (damage, packaging, label).
• Typical timelines: trace updates within 1–2 business days; claims investigations vary by case complexity; refund reviews for guaranteed services are generally initiated immediately upon request and decided after verification of scan history and service alerts.

Privacy and security when contacting support

Only provide full addresses, phone numbers, and payment details through official Purolator channels (phone, live chat on purolator.com, or at a Shipping Centre). Do not share those details via public social posts; if using @PurolatorHelp, move to direct messages when asked and verify the account handle carefully.

For corporate accounts, limit shipping data to authorized users and use company email domains for case correspondence. When requesting PODs or invoices, ensure documents are sent to secure, monitored inboxes to protect customer data and commercial information.

Practical troubleshooting examples

If your tracking shows “Delivered” but nothing is at your address, first check for a door tag and with building management or a concierge. Then review the tracking detail for the exact delivery time and scan location. Call 1‑888‑744‑7123 with your PIN and ask for a driver inquiry; provide any camera footage timestamps you have. Fast action (within 24 hours) improves recovery odds.

When a package shows “Out for delivery” for two consecutive days, ask customer care to check for terminal delays or weather restrictions on the Service Updates page. You can switch to Hold‑for‑Pickup to control the handoff. For fragile items arriving damaged, keep all materials, photograph the inside cushioning, and start a claim immediately with the invoice value and SKU details.

Is Purolator in the US?

Purolator International (formerly Purolator Courier US, Ltd. and then Purolator USA, Inc.) is a US-based freight forwarder that provides cross border logistics services between the United States and Canada. Headquartered in Jericho, New York, the company is a subsidiary of Canada-based Purolator Inc.

What do I do if my Purolator item is not delivered?

If your shipment is lost or missing contents, a trace would need to be initiated before a claim can be submitted. To initiate a trace investigation, please contact us at using one of the following methods: Chat at Purolator.com. Email [email protected].

How do I speak to a person at Purolator?

Or, call 1 888 SHIP-123 (1 888 744-7123) to speak to one of our Customer Service Representatives to schedule a pickup. Our Representatives are available from 8 a.m. – 8 p.m. local time.

Who owns 9% of Purolator?

Purolator is a Canadian courier that is owned by Canada Post (91%), Rainmaker Investments Ltd. (7%) and others (2%).