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A guaranteed shipment includes a courier service commitment for delivery by a specific date or time.
If an eligible guaranteed shipment is delivered after the courier’s committed delivery time, you may be able to request a refund of some or all of the eligible transportation charges, depending on the courier and service.
A guarantee does not mean a shipment cannot experience delays. Guarantees generally apply only when the delay is within the courier’s control, and the shipment meets all applicable terms and conditions.
Pickups are not guaranteed.
How do I know if a service is guaranteed?
When comparing rates in ShipTime, review the available Service Options for the courier and service you select.
Guaranteed services will be identified where applicable.
Purolator Express
Effective May 31, 2026, Purolator’s On-Time Service Guarantee provides a 50% refund of eligible transportation charges when a qualifying guaranteed Express shipment is delivered later than the committed delivery time.
The guarantee does not apply to certain shipments, including:
- Dangerous Goods
- Chain of Signature shipments
- Heavyweight shipments
- Residential Heavyweight shipments
- Undeliverable shipments
- Shipments requiring Special Handling
- Adult Signature Required shipments that are undeliverable
Eligibility remains subject to Purolator’s applicable terms and conditions.
Canpar Select
The Canpar Select service guarantee does not apply in certain circumstances, including:
- returned or undeliverable shipments
- packages exceeding Canpar’s size limitations
- packages subject to an Extra Care charge
- recipient unavailability or refusal to accept delivery
- shipments exceeding applicable value limitations
- Dangerous Goods or hazardous materials
The guarantee may also be excluded when a delay is caused by circumstances outside the courier’s control, including:
- recipient-related delays
- severe weather or natural events
- government or customs authorities
- strikes or other labour disruptions
- civil disturbances
- disruptions to air or ground transportation
Canada Post
Canada Post’s money-back guarantee generally applies to eligible transportation and fuel charges only.
Additional charges, such as oversize or signature fees, are not typically included in the refund.
What services are not guaranteed?
Examples of non-guaranteed services include:
- Ground services
- Pickups
Always review the specific courier and service terms before relying on a delivery guarantee.
Are weather delays covered by a guarantee?
Generally, no.
Couriers may interrupt or delay service during storms, severe weather, or other unsafe operating conditions to protect employees, customers, and shipments.
Delays caused by weather or other circumstances outside the courier’s control are generally not eligible for a service-guarantee refund.
What other situations can affect guarantee eligibility?
A shipment may not qualify for a refund when the delay is caused by circumstances outside the courier’s control or by issues with the shipment itself.
Examples can include:
- incorrect or incomplete address information
- inadequate or incorrect shipment markings
- severe weather or natural events
- transportation network disruptions
- mechanical disruptions
- war, terrorism, riots, or civil disturbances
- public health emergencies or quarantine
- strikes or other labour disruptions
- customs or government agency delays
- customs clearance delays
- incomplete or incorrect import/export documentation
- shipments requiring extraordinary handling, documentation, or routing
Guarantee eligibility is always subject to the applicable courier’s terms and conditions.
If you’re unsure whether your shipment qualifies for a service-guarantee refund, contact our Heroic Support™ team for assistance.
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