How can we help?

Exceptional customer support is the mainstay of the Parcel Port Experience. Whether you’re a courier, a residential, retail or business partner or end user you can count on our support team to go the last mile to make sure you’re satisfied.

Fill out the form below and we’ll get back to you quickly.

Keep in touch with Parcel Port for up to date notifications of new locker locations, upcoming events and some secret happenings just for Parcel Porters.

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There's a good chance your questions can be answered by reading our FAQ's

General Inquiries

Can I have personal orders sent to the locker?

Absolutely! The Parcel Port Smart Locker is yours to be used for any type of courier shipment, business or personal.

What if my delivery requires a signature?

Any signature-required parcels will be delivered in the building as they do today.

What happens if the package is too big to fit into the locker?

If your order is too large to fit into the locker it will be delivered to your floor in the “old fashioned” way (the driver will try to deliver it directly to you).

Do I need to include my floor number in the Ship To address?

Yes please, including your floor number will help the courier make sure you’re the right person the parcel is destined for, especially in case of duplicate names. Furthermore, if your parcel is not delivered into the locker for any reason, the courier will deliver it to your floor.

Does Canada Post deliver into the locker?

Unfortunately, at this time Canada Post doesn't deliver into lockers – we are working on making this happen.

What happens to my shipment if the parcel locker is full?

No worries if the locker is full, the courier will deliver your parcel to you in the “old fashioned” way (the driver will try to deliver it directly to you).

Can I ship something out from the locker?

We are working on this functionality as part of a Parcel Port Smart Locker 2.0 upgrade. We will let you know once we have it in place.

What if my order requires a signature?

Signature-required parcels are delivered into the locker – however, adult signature required (19+) cannot be accepted by the locker at this time and will be delivered to your floor.

Can I have someone else pickup my parcel at the locker?

Yes they can! Just forward your Parcel Port confirmation email or text message to a friend, family member or colleague. Using the embedded QR or numeric pickup code they can access your parcel just the same as you would. It's that simple.

The top slots of the locker are too high for me – what happens if I can’t reach my parcel?

We’ll fill up the lowest slots first to ensure that majority of parcels are accessible. If any parcel is stored in one of the top three (3) slots you will receive a prompt at the screen to either ‘continue’ or ‘cancel’ your pickup. You can select ‘cancel’ and find assistance before re-initiating the pickup process.

Can I receive more than one parcel at a time?

Yes! Each parcel is typically stored in its own slot, so you will receive multiple notifications if you have more than one parcel in the locker. Scan your QR code and your first slot door will pop open, then wait for the next slot door to pop open. Note that the doors will open automatically. If you don’t want to collect all parcels at once you can close the slot door and come back for your parcel later.

Technical Questions

Why isn’t the scanner reading my QR code?

Here are some tips for using the scanner:

·        Hold the QR code further away from the scanner (about 6-8 inches away)

·        Tilt the QR code towards the ceiling on an angle, observe that the red light is shining on the code

·        Turn up screen brightness (if it is on the phone)

·        Move the QR code around until it catches

You also have the option of entering your numeric pickup code on the keypad if the scanner doesn’t work.

What happens if my pickup code is not recognized?

If you receive an error message on screen saying “This code is invalid” it may mean the code has already been used to pickup a parcel. This indicates that you likely have no parcel to pick up currently. You may also try looking through your inbox for a more recent email from us.

What if I enter my code and the slot doesn’t open?

Try re-scanning or re-typing your code. If it still doesn’t open, please contact us at 1-800-818-0870 or via email at support@theparcelport.com for further assistance.

What if I open the slot door and it is not my parcel?

Please close the slot door so the item stays safe and contact us at 1-800-818-0870 or via email at support@theparcelport.com for further assistance.

Still Need Help?

Needsome more help? Our help line at 1-800-818-0870 is open Monday to Friday from 9AM-5PM EST. You can also e-mail us any time at support@theparcelport.com.