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Submitted URL: https://wp4jffq0.r.ca-central-1.awstrack.me/L0/https://dragonflyshipping.ca/en/faq/?utm_source=DFCA_ConsumerRM&utm_medium=Email&utm_campaign...
Effective URL: https://dragonflyshipping.ca/en/faq/?utm_source=DFCA_ConsumerRM&utm_medium=Email&utm_campaign=FAQ&utm_content=OnTheWay_FAQ_EN
Submission: On December 24 via api from AE — Scanned from CA
Effective URL: https://dragonflyshipping.ca/en/faq/?utm_source=DFCA_ConsumerRM&utm_medium=Email&utm_campaign=FAQ&utm_content=OnTheWay_FAQ_EN
Submission: On December 24 via api from AE — Scanned from CA
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Skip to navigationSKip to content Located in Québec? Visit intelcom.ca to see Intelcom's new colors. Go to intelcom.ca Dragonfly Shipping Canada * Track * Ship * Shipping Services * Retailers * 3PL-4PL Providers * Small Businesses * Ideal Returns * Deliver * Work * Tech * About * Company * Sustainability * Network * Blog * FAQ * Change location We operate in different regions and countries. Canada Quebec Other provinces Australia * fr * * * Menu * Track Ship Shipping ServicesRetailers3PL-4PL ProvidersSmall BusinessesIdeal Returns * Deliver * Work * Tech About CompanySustainabilityNetworkBlog * FAQ fr Change location We operate in different regions and countries. Canada Quebec Other provinces Australia SUPPORT Track your packageFAQHelp PROFESSIONALS Shipping ServicesClient PortalDeveloper Integration Center COMPANY About usCareersJobs at DragonflyTechnological PlatformMediaBlog Follow Us Holiday Operations Notice At-home return pick-ups will not be available on December 25th, December 26th and January 1st. Pick-ups scheduled for these dates will have to be rescheduled. Happy Holidays! Reschedule FREQUENTLY ASKED QUESTIONS Search in FAQ Search in FAQ SHIPMENT TRACKING (9) When will I receive my package? 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 are signed up for our e-mail notifications, you’ll get an e-mail when your package is estimated to be delivered to your door within the next three hours. I get an error message when I try to track my package. 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 DRNFLY1234567 or LPKEN000000012345678. * The tracking number is more than three months old. I lost my tracking number. 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 you to confirm that your order has shipped. Can I change the delivery address? Of course! You can change the delivery address to anywhere within the region we serve. To change the delivery address, please call us at 1-833-622-1570. Please note that since we must make the change manually, this may cause a delivery delay. Can I change the scheduled delivery time? This option is not available at this time. Can I change the delivery date? Of course! To change the delivery date, please call us at 1-833-622-1570. What happens if I can't receive my package in person? 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. I was supposed to receive my package within three hours, but I'm still waiting. Where is it? 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. You can check our tracking page for the most up-to-date information that we have on file about your package. If the page indicates that it is still out for delivery, we'll be there as soon as we can be. The shipping status of my package says "Delivery postponed". This means that we weren't able to deliver your package today. This may be because: * Your front door was inaccessible * The driver wasn't able to complete his route today * There was no safe place to leave the package * The driver wasn't able to find the package in the van We’ll try to deliver your package on the next business day. DELIVERY (8) What measures are you taking to prevent package theft? At Dragonfly, we continually review and improve our measures to prevent package theft and give our customers the highest-quality service. Our innovative notification system sends each consumer a personalized notification with an estimated delivery timeframe. This allows for the consumer to prepare themselves to receive their package or ask a neighbor to accept it if necessary. If a customer doesn’t receive their package, we suggest that they make a claim with the merchant with whom they placed their order. Can I pick up my package at a Dragonfly warehouse? Pick ups at our locations is not available at this time. However, you can contact our Customer Service team to request a change of address, delivery date, or add delivery instructions. What are your delivery hours? Our delivery hours are 8 a.m. to 10 p.m., seven days a week. I can't find my package. If your package was not delivered to you in person, you should have received the photo of the delivery by email if the merchant has provided us with your email address. If not, please check your property, mailroom, and neighbor's doors before contacting us. The driver may hide the package to keep it from being stolen, so checking in more hidden areas can be the key to finding your package. If you do not find it, please call us immediately at 1-833-622-1570 to help make this right! For security and confidentiality purposes, Dragonfly does not know the contents or the value of the packages which are delivered. My package was stolen. 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. Please call us at 1-833-622-1570 to help make this right! For security and privacy reasons, Dragonfly doesn’t know the contents or the value of the delivered packages. My package was damaged during delivery. We’re sorry about that. 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. For security and privacy reasons, Dragonfly doesn’t know the contents or the value of the delivered packages. My package was delivered to the wrong address. If your package wasn’t delivered to you in person, you should have received a delivery photo by email if the merchant has provided us with your email address. If you don’t recognize the location of the package in the photo and you haven’t been able to retrieve it, please call us at 1-833-622-1570 to help make this right! For security and privacy reasons, Dragonfly doesn’t know the contents or the value of the delivered packages. Why is my proof of delivery signed "N/A"? Our delivery procedures have been adapted to offer a contactless service. Customers are no longer expected to sign on our independent delivery contractors’ devices. Our independent delivery contractor will sign N / A (Not available) after making sure the package has been delivered to a safe location. RETURNS (10) What do I need to do to prepare for my Dragonfly return? 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 Dragonflyreturn 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. When will the driver be coming to pick up my return? 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. I live in an apartment or condo building, where do I meet the driver? Share with us any additional information, such as a security code, call box, etc. to facilitate the pickup of your package. You will be able to add this information to your pickup request in the first email we send you, as soon as we receive the information from the seller. What product does your return tracking number correspond to? The returned product will be identified in our confirmation email. Can I hand the driver multiple items from different return requests? 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. Can someone else in my family hand off my return to the driver? Sure. Just have the item ready to be handed over so you don't keep the driver waiting. Can I reschedule a return pick up if I am not home? Of course! You can always reschedule your return pickup date. Please click here to fill out our form to set a new return pickup date. When will I be refunded for my return? 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. How are the returned items secured during transportation? All pick-ups follow Dragonfly’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. Dragonfly is proud to offer an easy, convenient and secure return pick-up service to all customers. How do I return an item at Circle K or Couche-Tard? We're making returns even easier with our Circle K and Couche-Tard drop-off option. We've outlined each step of the process on our Convenient Drop-off Returns page. NOTIFICATIONS (2) Why did I get an email from Dragonfly? You received this email because you recently ordered an item from an online merchant who contracted Dragonfly to deliver it. Will Dragonfly contact me asking for payment details or personal information? If you have received a suspicious email, call, or text message which appears to have originated from Dragonfly, 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@intelcomexpress.com 3. Delete the e-mail Please be aware that we never request payment or personal information in return for your delivery. 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. CUSTOMER SERVICE (3) What are your Customer Service hours? 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. How do you manage to deliver packages in just a few days? Dragonfly'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. Who can I contact to find out more about delivering packages? At Dragonfly, our clients' parcels are delivered by independent contractors and their drivers. You can visit the Independent Delivery Contractors (IDC) page to find out more. ABOUT US (6) Who is Dragonfly? Dragonfly is a private, 100% Canadian-owned company. We’re proud to offer delivery services in 12 Canadian provinces and territories. 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. I live in Quebec, and I noticed that the name Dragonfly is more and more often associated with that of Intelcom. Are you changing your name? In fact, we are changing the company name across Canada and internationally to Dragonfly, the brand name under which we operate in Australia. We are proud to be a Quebec company, born in 1986 in Montreal, and we have therefore decided to continue using the Intelcom name in Quebec. Read more. I live in Canada, and I noticed that your name has changed to Dragonfly in the emails I receive or on the delivery vans. What explains this change? Indeed, we recently announced that the Dragonfly name and the new turquoise logo will gradually begin to be used across Canada (except Quebec), and internationally. More information. Why did you change the brand? We needed our brand to evolve and be consistent with our international growth. The Dragonfly brand began in 2021 when we opened a subsidiary in Australia and this name continues to grow in awareness among our clients and consumers. Building on our success in this country, we can now consolidate our current and future international operations under the Dragonfly name and under a new brand image. Does your recent rebranding change anything for my deliveries? Nothing at all. We will continue to provide fast, reliable and predictable delivery service. The online parcel tracking platform will gradually evolve into new colors and the new logo but will retain the same practical features. The delivery driver wore a vest marked with the old colors and drives a vehicle lettered with the old logo. Is this normal? The transition will be gradual. Some vehicles will continue to be identified with the old colors for some time to come. The same goes for the delivery people's jackets. In Quebec, the Intelcom brand will continue to be used, while adopting a new logo and new colors. Elsewhere in Canada, it is possible that the Intelcom and Dragonfly names will coexist for some time. NEED HELP? Didn't find an answer to your question? Please contact us, we'll be happy to help. Contact us Contact us Chat with Us Dragonfly Shipping Canada * Track * Ship * Deliver * Work * Tech * About * FAQ SUPPORT * Track your package * FAQ * Help PROFESSIONALS * Shipping Services * Client Portal * Developer Integration Center COMPANY * About us * Careers * Jobs at Dragonfly * Technological Platform * Media * Blog Follow Us * LinkedIn * Facebook * Youtube Change location We operate in different regions and countries. Canada Quebec Other provinces Australia fr Change location We operate in different regions and countries. Canada Quebec Other provinces Australia SUPPORT Track your packageFAQHelp PROFESSIONALS Shipping ServicesClient PortalDeveloper Integration Center COMPANY About usCareersJobs at DragonflyTechnological PlatformMediaBlog Follow Us LinkedInFacebookYoutube Legal Terms of UsePrivacy Policy français© 2024 Dragonfly Shipping. All rights reserved. Terms of UsePrivacy PolicyManage cookies Close Can I reschedule a return pick up if I am not home? My package was damaged during delivery. I can't find my package. Track my package Deliver packages for Dragonfly Jobs at Intelcom Send packages with Dragonfly FAQ About Dragonfly