- Purolator

Purolator Quick Reference Tool - Effective November 1, 2013
Table of Contents
Products and Services
Shipping Restrictions
Online Shipping
International (including the U.S.)
Account Drop-offs at Staples
Contact Purolator
3-11
12-16
17-30
31-35
36-39
40-41
The contents of this manual are for training and information purposes only.
Purolator Terms and Conditions of Service available at purolator.com govern all
shipments tendered to Purolator for transportation and are to be referenced for
further clarification of the information set out herein.
2
Products and Services
3
Products and Services
Purolator Express® Envelope
Purolator Express® Box
- This cardboard envelope is designed to accommodate standard letter and
legal-size paper.
- It ships at a flat rate up to 1 lb based on postal code. Purolator reserves the
right to reweigh and charge accordingly if the shipment exceeds 1 lb.
- Purolator Express® Envelopes can be shipped worldwide and move through
the Purolator system using the fastest mode possible.
- The bill of lading is affixed to the Purolator Express® Envelope using a clear
self-stick envelope.
- Purolator Express® Envelope shipments are single piece shipments.
If there are multiple pieces, they must be entered in as separate shipments
online.
- This cardboard box is designed to accommodate binder-like materials.
- It ships at a flat rate up to 7 lb based on postal code. Purolator reserves the right
to reweigh and charge accordingly if the shipment exceeds 7 lb.
- The Purolator Express® Box can be shipped worldwide using the fastest mode
possible.
- The bill of lading is affixed to the Purolator Express® Box using a clear
self-stick envelope.
- Purolator Express® Box shipments are single piece shipments. If there are
multiple pieces, they must be entered in as separate shipments in online.
Purolator Express® Pack
- This is a flexible, sealable plastic package that is tear free and water resistant.
- It ships at a flat rate up to 3 lb based on postal code. Shipments over 3 lb are
priced according to weight.
- As long as the goods fit into the pouch, they can be shipped by Purolator
Express® Pack worldwide and move at the fastest mode possible.
- The bill of lading is affixed to the Purolator Express® Pack using a clear
self-stick envelope.
- Purolator Express® Pack shipments are single piece shipments. If there are
multiple pieces, they must be entered in as separate shipments in online.
Customer Packaging
- Customers are able to use their own packaging, as long as it conforms
to Purolator’s Shipment Acceptance Policy.
- Packages that are paper or plastic bags, cardboard gift boxes, improperly sealed
boxes, packages tied with string, or cartons with torn or missing flaps, will not be
accepted as they have a risk of being damaged during shipping.
- The bill of lading is affixed to these packages using a clear self-stick envelope.
- For all non-envelope customer packaging, the shipment’s measurements and
weight must be entered online under the ‘Package Details’ section (please see
page 24 for more information).
4
Products and Services – Canada delivery options
Purolator Express® 9AM
Purolator Ground® 10:30AM
- When the package needs to be there early-morning, offer the guaranteed*
9 a.m. service.
- The shipment destination must be a Purolator Express® 9AM delivery point from
the point of origin; otherwise the fastest mode will be used.
- The 9 a.m. delivery time is available for many next day and two-day points.
- When the package needs to be there mid-morning on the estimated arrival date
(2 to 6 business days), offer the guaranteed* Purolator Ground® 10:30AM service.
- The shipment destination must be a Purolator Ground® 10:30AM delivery
point from the point of origin; otherwise, the shipment will travel as a
Purolator Ground shipment.
Purolator Express® 10:30AM
Purolator Ground®
- If your customer would like mid-morning delivery, offer Purolator’s guaranteed*
10:30 a.m. service.
- Shipment destination must be a Purolator Express® 10:30AM delivery point from
the point of origin; otherwise the fastest mode will be used.
- The 10:30 a.m. delivery time is available for many next day and two-day points.
Purolator Ground® is a cost-effective alternative to the Purolator Express® suite of
services. Your customer’s package will be delivered in two to six business days,
depending on the destination.
Purolator Express®
- With Purolator Express®, your customer’s shipment will arrive by end of day
the next business day guaranteed*.
- Where geographic limitations apply, guaranteed* delivery will be on the
delivery day specified by Purolator.
Evening Delivery
For customers who are not available for deliveries during business hours, Purolator
offers Evening Delivery Service. This is available on both Purolator Express® and
Purolator Ground® services. The customer will receive the delivery between the
hours of 5:30 p.m. - 9 p.m. Monday to Friday. The shipment destination must be a
Purolator Express® Evening and Purolator Ground® Evening delivery point
(Canadian destinations only).
Purolator Ground® 9AM
- When the package needs to be there early-morning on the estimated arrival
date (2 to 6 business days), offer the guaranteed* Purolator Ground® 9AM service.
- The shipment destination must be a Purolator Ground® 9AM delivery point
from the point of origin; otherwise, the shipment will travel as a
Purolator Ground® shipment.
When shipping online, you will automatically provide the
price and confirm if these services are available.
*All guaranteed services are subject to certain terms, conditions and restrictions (including point of origin and destination guarantee restrictions and money-back guarantee restrictions) which are defined in the Purolator
Terms and Conditions of Service. In most cases, end of day means 6 p.m.
5
Products and Services – International delivery options
Purolator Express® U.S. 9AM
Purolator Express® International 9AM
- When the package needs to be delivered in the U.S. early-morning
(on estimated arrival date), offer the guaranteed* 9 a.m. service.
- The shipment destination must be an eligible delivery point from the point of
origin; otherwise the fastest mode will be used.
- Delivery guaranteed* from most points in Canada to select international (non-U.S.)
points by 9 a.m. on the second business day after tender. However, where
geographic limitations apply, guaranteed* delivery will be by 9 a.m. on the
delivery day specified by Purolator.
Purolator Express® U.S. 10:30AM
Purolator Express® International 10:30AM
- If your customer would like mid-morning delivery to the U.S. (on estimated
arrival date), offer Purolator’s guaranteed* 10:30 a.m. service.
- The shipment destination must be an eligible delivery point from the point of
origin; otherwise the fastest mode will be used.
- Delivery guaranteed* from Canada to select international (non-U.S.) points by
10:30 a.m. on the second business day after tender. However, where geographic
limitations apply, guaranteed* delivery will be by 10:30 a.m. on the day specified
by Purolator.
Purolator Express® U.S. 12PM
Purolator Express® International 12PM
- If your customer’s U.S. shipment needs to arrive by noon the next business day,
choose Purolator Express® U.S. 12PM.
- When your customer needs delivery to an international (non-U.S.) destination by
noon, Purolator Express® International 12PM service guarantees* the shipment to
arrive by noon the second business day to select international points, from most
points in Canada.*
Purolator Express® U.S.
- When your customer needs to have a package delivered the next business day
to the U.S. offer our Purolator Express® U.S. service.
- We offer guaranteed* next business day delivery by end of business day to
most destinations in the U.S. However, where geographic limitations apply,
guaranteed* delivery will be by end of business day on the delivery day
specified by Purolator.
- Shipment destination must be a Purolator Express® U.S. delivery point from the
point of origin; otherwise the fastest mode will be used.
- Available from most points in Canada to select points in the U.S.
Purolator Ground® U.S.
- Purolator Ground® U.S. is a cost-effective alternative to our Purolator Express® U.S.
service. Shipments will reach most points in the U.S. in two to seven business days.
Purolator Express® International
- Delivery guaranteed* from Canada to select international (non-U.S.) points
by 6 p.m. on the second business day after tender. However, where geographic
limitations apply, guaranteed* delivery will be by 6 p.m. on the delivery day
specified by Purolator.
Price confirmation and service availability will be provided when
shipping online.
*All guaranteed services are subject to certain terms, conditions and restrictions (including point of origin and destination guarantee restrictions and money-back guarantee restrictions) which are defined in the Purolator
Terms and Conditions of Service. In most cases, end of day means 6 p.m.
6
Products and Services – Canada
The following chart is a list of Purolator’s products and services within Canada.
Purolator Express®
Arrival Time
Additional Notes
Purolator Express® Envelope 9AM
Next Business Day by 9 a.m.
Cannot be combined with Saturday Service
Purolator Express® Envelope 10:30AM
Next Business Day by 10:30 a.m.
Cannot be combined with Saturday Service
Purolator Express® Envelope Evening*
Next Business Day / Fastest Mode
Cannot be combined with 9 a.m., 10:30 a.m. or Saturday services
Purolator Express® Envelope
Next Business Day / Fastest Mode
Can be combined with Saturday Service
Purolator Express® Pack 9AM
Next Business Day by 9 a.m.
Cannot be combined with Saturday Service
Purolator Express® Pack 10:30AM
Next Business Day by 10:30 a.m.
Cannot be combined with Saturday Service
Purolator Express® Pack Evening*
Next Business Day / Fastest Mode
Cannot be combined with 9 a.m., 10:30 a.m. or Saturday services
Purolator Express® Pack
Next Business Day / Fastest Mode
Can be combined with Saturday Service
Purolator Express® Box 9AM
Next Business Day / Fastest Mode by 9 a.m.
Cannot be combined with Saturday Service
Purolator Express® Box 10:30AM
Next Business Day / Fastest Mode by 10:30 a.m.
Cannot be combined with Saturday Service
Purolator Express® Box Evening*
Next Business Day / Fastest Mode
Cannot be combined with 9 a.m., 10:30 a.m. or Saturday service
Purolator Express® Box
Next Business Day / Fastest Mode
Can be combined with Saturday Service
Purolator Express® Evening*
Next Business Day / Fastest Mode
Cannot be combined with 9 a.m., 10:30 a.m. or Saturday services
Purolator Express®
Next Business Day / Fastest Mode
Can be combined with 9 a.m., 10:30 a.m. or Saturday services
Purolator Ground®
Arrival Time
Additional Notes
Purolator Ground® 9AM
9 a.m. on estimated arrival date
Cannot be combined with Saturday Service
Purolator Ground® 10:30AM
10:30 a.m. on estimated arrival date
Cannot be combined with Saturday Service
Purolator Ground® Evening*
2-6 business days
Cannot be combined with 9 a.m., 10:30 a.m. or Saturday services
Purolator Ground®
2-6 business days
Cannot be combined with Saturday Service
*Available Monday to Friday between 5:30 p.m. - 9:00 p.m.
7
Products and Services – U.S.
The following chart is a list of Purolator’s products and services to U.S. destinations.
U.S.
Arrival Time
Additional Notes
Purolator Express® Envelope U.S. 9AM
Expected date of delivery by 9 a.m.
Cannot be combined with Saturday Service
Purolator Express® Envelope U.S. 10:30AM
Expected date of delivery by 10:30 a.m.
Cannot be combined with Saturday Service
Purolator Express® Envelope U.S. 12PM
Expected date of delivery by 12 p.m. (noon)
Cannot be combined with Saturday Service
Purolator Express® Envelope U.S.
Fastest Mode
Can be combined with 9 a.m., 10:30 a.m., 12 p.m. or Saturday services
Purolator Express® Pack U.S. 9AM
Expected date of delivery by 9 a.m.
Cannot be combined with Saturday Service
Purolator Express® Pack U.S. 10:30AM
Expected date of delivery by 10:30 a.m.
Cannot be combined with Saturday Service
Purolator Express® Pack U.S. 12PM
Expected date of delivery by 12 p.m. (noon)
Cannot be combined with Saturday Service
Purolator Express® Pack U.S.
Fastest Mode
Can be combined with 9 a.m., 10:30 a.m., 12 p.m. or Saturday services
Purolator Express® Box U.S. 9AM
Expected date of delivery by 9 a.m.
Cannot be combined with Saturday Service
Purolator Express® Box U.S. 10:30AM
Expected date of delivery by 10:30 a.m.
Cannot be combined with Saturday Service
Purolator Express® Box U.S. 12PM
Expected date of delivery by 12 p.m. (noon)
Cannot be combined with Saturday Service
Purolator Express® Box U.S.
Fastest Mode
Can be combined with 9 a.m., 10:30 a.m., 12 p.m. or Saturday services
Purolator Express® U.S.
Fastest Mode
Can be combined with 9 a.m., 10:30 a.m., 12 p.m. or Saturday services
Purolator Ground® U.S.
2-7 business days
Cannot be combined with 9 a.m., 10:30 a.m. or Saturday services
Contact 1 888 SHIP-123 for specific information.
8
Products and Services – International
The following chart is a list of Purolator’s products and services to international destinations.
International
Arrival Time
Additional Notes
Purolator Express® Envelope International 9AM
Expected date of delivery by 9 a.m.
Saturday Service not available
Purolator Express® Envelope International 10:30AM
Expected date of delivery by 10:30 a.m.
Saturday Service not available
Purolator Express® Envelope International 12PM
Expected date of delivery by 12 p.m. (noon)
Saturday Service not available
Purolator Express® Envelope International
Fastest Mode
Can be combined with 9 a.m. and 10:30 a.m. services
Purolator Express® Pack International 9AM
Expected date of delivery by 9 a.m.
Saturday Service not available
Purolator Express® Pack International 10:30AM
Expected date of delivery by 10:30 a.m.
Saturday Service not available
Purolator Express® Pack International 12PM
Expected date of delivery by 12 p.m. (noon)
Saturday Service not available
Purolator Express® Pack International
Fastest Mode
Can be combined with 9 a.m. and 10:30 a.m. services
Purolator Express® Box International 9AM
Expected date of delivery by 9 a.m.
Can be combined with 9 a.m. and 10:30 a.m. services
Purolator Express® Box International 10:30AM
Expected date of delivery by 10:30 am
Can be combined with 9 a.m. and 10:30 a.m. services
Purolator Express® Box International 12PM
Expected date of delivery by 12 p.m. (noon)
Cannot be combined with Saturday Service
Purolator Express® Box International
Fastest Mode
Saturday Service not available
Purolator Express® International
Fastest Mode
Can be combined with 9 a.m. and 10:30 a.m. services
Contact 1 888 SHIP-123 for specific information.
9
Purolator Specialized Services
Saturday Service
Special Handling
- Purolator offers guaranteed delivery by end of day Saturday (for shipments
picked up on a Friday) or delivery by end of the day specified by Purolator
(for shipments picked up on a Saturday).*
- Saturday delivery is available to Canadian and U.S. destinations only.
- Saturday pickup is not available for shipments to U.S. destinations.
- The destination postal code must be a Saturday Service delivery point from the
point of origin.
- Price confirmation and service availability will be provided when shipping online.
- Before processing a Saturday Service shipment, make sure to call 1 888 SHIP-123
to ensure this service is available from your area.
The Special Handling charge will be applied to all pieces shipping within Canada,
U.S. and international destinations that are deemed “Special Handling”.
Hold For Pickup (Canada only)
Customers may request that a shipment be held at Purolator’s delivery depot
closest to the receiver’s address for in-person pick up, instead of having the
shipment delivered to a civic address indicated on the bill of lading. You can
select the closest Hold For Pickup (HFPU) location when shipping online.
- If your store receives a HFPU for a customer in error, please give it to your
pickup driver. Let them know you received in error.
Origin Signature Not Required (O-SNR)
All destination postal codes indicating a residential area will not require a
signature on delivery. These shipments shall default to O-SNR shipments (and
may be subject to the Residential Delivery Service charge) unless the Signature
Required (Residential) option is selected. If a signature is required, an additional
charge will apply.
Items which require “Special Handling” include, without limitation:
Non-Packaged Items – Unboxed pieces (excluding Purolator Express® Envelopes,
Purolator Express® Packs, Purolator Express® Boxes, and document shipments) or
items not fully encased in a suitable shipping container including, but not limited to,
tires, pails and shrink-wrapped items.
Over-Weight/Over-Sized Pieces – Items that exceed 70 lb (including Purolator
Express® Envelopes, Purolator Express® Packs or Purolator Express® Boxes weighing
more than 70 lb). Over-weight pieces require Heavy Weight service to be prearranged. Items that equal or exceed five feet in length, or exceed an overall
package size of 165 inches calculated as (length + 2 x height + 2 x width).
Unsuitable Items – Items which, due to their nature (size, shape, packaging,
contents) are deemed by Purolator to be unsuitable for sorting and/or handling
using Purolator’s automated systems (e.g. ball bearings, nuts, bolts, fasteners,
liquids, wooden or metal crates, etc.).
For additional details, contact a Customer Service Professional at 1 888 SHIP-123
or visit purolator.com for full terms and conditions.
*Certain terms, conditions and geographic restrictions apply (including point of origin and destination guarantee restrictions and money-back guarantee restrictions). In most cases, end of day means 6 p.m. See Purolator
Terms and Conditions of Service at purolator.com for full details.
10
Purolator Specialized Services and Shipping Charges
The following are a list of Purolator Specialized Services and
shipping charges. For more details on any of the services,
please visit purolator.com.
Shipping Charges
- Beyond Point Surcharge
- Declared Value Surcharge
- Fuel Surcharge
- Residential Area
- Multipiece®
Specialized Services
- Return Services*
- Dangerous Goods
- ExpressCheque®
- Chain of Signature (COS)*
- Saturday Service
- Brokerage Services
- Special Handling
- Signature Not Required (SNR)
- Signature Required (Residential)
- Hold For Pickup
Note: Not all services are available in Staples locations.
*Available only to select Purolator Business Account customers. Additional charges may apply. See Purolator Terms and Conditions of Service for full details.
11
Shipping Restrictions
12
Prohibited Articles
Purolator will not accept the following items for shipping
within Canada:
a) Human remains in any form.
b) Animals, birds or insects.
c) Live plants or cut flowers.
d) Currency (including cash or coins) or other securities negotiable without
endorsement such as bearer bonds, gift certificates, etc.
e) Fish, seafood, or meat (fresh or frozen).
f ) Tobacco or alcohol, inter-provincial/state
(i.e. across provincial boundaries/state boundaries).
g) Firearms, weapons of any kind (including parts thereof ).
h) Dangerous Goods that are classified as “acceptable only with prior approval by
Purolator” and “not acceptable”. See Purolator Terms and Conditions of Service
for more details.
i) Drugs prohibited by law.
13
Prohibited Articles (continued)
The following items in addition to those listed on page 13
will not be accepted for shipping to (or from) the U.S. or the
rest of the world.
a) Animal products (non-domesticated).
b) Gem stones, industrial diamonds and unset precious stones.
c) Ivory.
d) Personal effects and unaccompanied baggage shipped to any country
except the United States.
e) Any package having a value of more than $50,000.
f ) Any shipment that, in Purolator’s judgment, could cause loss, damage or delay
to equipment, personnel, or other shipments.
g) Other prohibited articles that vary by country. Please contact Purolator
for details.
Pre-approval
The following articles will not be accepted for shipping to (or from) the U.S. and
the rest of the world, unless the customer has received prior written approval
from Purolator:
(i) Biological Substances Category B.
(ii) Dangerous Goods (see Purolator Terms and Conditions of Service).
(iii) Diagnostic specimens.
(iv) Dry ice (except when shipped via Purolator Ground®).
(v) Furs.
Pre-approval is defined as Purolator’s written consent.
Contact 1 888 SHIP-123 for additional details.
Items prohibited by U.S. Government Agencies
and U.S. Customs include, but are not limited to:
a) Obscene Matter.
b) Articles for causing unlawful abortion and literature thereof.
c) Any matter advocating treason against the United States.
d) Merchandise subject to economic sanctions.
e) Merchandise produced by convict, forced or indentured labour.
f ) Endangered species or their by-products.
g) Cable TV decoder.
h) Counterfeit coins, obligations and other securities; illustrations or
reproductions of coins or stamps.
i) Cultural Property - archeological and technological material subject to the
1970 UNESCO Convention.
j) Lottery tickets.
k) Switchblade Knives.
l) White Phosphorus Matches.
Restricted items vary by country. For further information,
please call 1 888 SHIP-123 to speak to a Customer Service
Professional.
14
Shipper’s risk / Shipment coverage
Shipper’s Risk
Shipper’s Risk items are those shipments that are not well suited to Purolator’s
distribution and sorting systems and are therefore subject to a high risk of
damage.
These shipments will be accepted for shipping, but only at “shipper’s risk”.
They must travel at a “no value” basis (must be declared as $0.00 in value).
This applies to shipments travelling to Canada, U.S., and international
destinations.
Here is a list of Shipper’s Risk items:
a)
b)
c)
d)
e)
f)
Glass, china, crystal, pottery, ceramics and other similarly fragile items.
Collectors’ items.
Liquids.
Precious metals.
Items requiring temperature control.
Perishable items, and foods and beverages requiring refrigeration or other
environmental control.
g) Unpackaged items.
h) Privately packaged articles (e.g. items not in manufacturer’s original packaging).
i) Articles not packaged in accordance with Purolator’s Shipment Acceptance Policy.
j) Items not properly labelled in accordance with Purolator’s labelling requirements.
k) Artwork.
l) Antiques.
m) Jewelry, other than costume or novelty jewelry.
n) Seeds.
o) Household goods and personal effects.
p) Those items that are prohibited but which are tendered to Purolator and
accepted for delivery.
Declared Value Surcharge
(For Purolator liability purposes only - Purolator does not provide insurance)
All Purolator shipments are covered against loss or damage up to
$100.00 declared value.
- Additional coverage is available for shipments over $100.00 in value, at an
additional cost. Purolator E-Ship® Online System will automatically provide
the price.
- Submit all shipment coverage values under Step 2 of the process in the
declared value field.
- Shipments listed as prohibited items & Shipper’s Risk will travel on a
“no value” basis. (i.e. must enter as $0.00 for in the declared value field).
- Maximum of $5,000.00 can be declared. Anything beyond that must
get clearance.
- Call 1 888 SHIP-123 to obtain approval for the customer.
Note: If you are unsure whether something is “Shipper’s
Risk” or if you can have shipment coverage added,
contact 1 888 SHIP-123.
15
Size and weight limitations
Is the package bigger than this? Call 1 888 SHIP-123 for details.
SIZE LIMITATIONS
WEIGHT LIMITATIONS
Maximum length
Per Package
Maximum size*
Per Shipment
Canada
Canada
(Express)
96 inches (244 cm)
144 inches (366 cm)
(Express)
150 lb (68 kgs)
Unlimited
(Ground)
120 inches (305 cm)
216 inches (549 cm)
(Ground)
150 lb (68 kgs)
Unlimited
US
US
(Express)
(Ground)
108 inches (274 cm)
108 inches (274 cm)
165 inches (419 cm)
(Express)
150 lb (68 kgs)
Unlimited
165 inches (419 cm)
(Ground)
150 lb (68 kgs)
Unlimited
150 lb (68 kgs)
Unlimited
Int’l
Int’l
(Express)
108 inches (274 cm)
165 inches (419 cm)
(Express)
In some cases “Purolator Express®” may be eligible for ground limitations where air transportation is not required for next business day delivery i.e. Toronto - Montreal.
*Maximum size is calculated as follows: length + (2 x height) + (2 x width).
16
Online Shipping
17
Purolator.com
Visit purolator.com to ship online and to find other
useful information.
Available Tools/Documents:
- Tracking
- Shipment Estimate
- Terms & Conditions
- Resources & Support
- Purolator Shipping Locations
- Purolator Delivery Services
- Import & Export Centre
Menu Navigation
The menu navigation display includes many of the options listed above as well
additional reports and tools.
18
Online Shipping – Launch Page
Select shipping destination or click on “Get a Quick Rate”
to obtain an estimate.
You can also track customer shipments from this launch page.
19
Estimate Time & Cost (Quick Rate)
This option can be used when customers have general
inquiries or simply looking for an estimate.
STEP 1
Enter/select the origin and destination information.
Use the “Code Lookup” link if the customer
does not have the Postal/Zip Code.
STEP 2
Select the package type. If applicable, enter the number of pieces,
total weight and/or the Declared Value.
STEP 3
Click “Estimate”.
20
Online Shipping – Step 1
Under “SHIP FROM”
For Shipments within Canada:
- Enter the customer’s name.
- Enter the customer’s phone number.
- The Staples store address will already be
pre-populated and should not be changed.
For Shipments destined to international points (including the U.S.):
- Enter the customer’s complete name, address and
phone number. (Select “Edit” to make any changes).
Note: If you do not enter the customer’s information
for international shipments (including the U.S.), you risk
receiving the invoice for customs duties and delaying
the shipment.
Icon indicates next step
21
Online Shipping – Step 1 (continued)
Under “SHIP TO”:
Enter the receiver’s information.
(Use the “Postal Code Lookup” if the customer does
not have the receiver’s Postal/Zip Code).
Before clicking “NEXT”, verify that all address
information is correct with the customer.
Note: P.O. boxes are not acceptable as delivery addresses
within Canada and the U.S. They are accepted for some
international points (see page 33 for more details) provided
there is a valid telephone number for the receiver.
Icon indicates next step
22
Online Shipping – Step 1 – Hold For Pickup
Hold For Pickup (HFPU) – Domestic shipments only
If the customer would like the shipment to be held at one of our Retail or
Agent locations, click on the HFPU option.
Once the HFPU checkbox has been selected, a pop-up screen will appear
which allows the selection of the location where the shipment will be held.
Enter the postal code and select the kilometre radius.
Icon indicates next step
23
Online Shipping – Step 2
On the “SHIPMENT DETAILS” tab, under “SHIPMENT OPTIONS”, select/enter:
A description of the contents.
Package Type
Product/Service
If customer would like to add coverage, enter the amount in the
declared value field.
For shipments that meet Purolator’s special handling requirements,
click the“Special Handling” checkbox. See page 10 for details.
Select any additional services.
For document shipments, click on “Documents Only”
checkbox (International Shipments only [including the U.S.] ).
Under “Package Details”
Enter the weight and measurements for any non-envelope shipments.
When the information is entered click “SAVE”.
the total weight will automatically be calculated.
Click“Add Piece”or“Copy Last Piece”for additional pieces.
Continue to do this until all pieces are entered.
Under “REFERENCES/INSTRUCTIONS” (Optional):
If the customer would like to provide special instructions to the courier,
they can be entered in the “Special Instructions for Delivery” field.
Under “NOTIFICATIONS” (Optional):
Click on “Edit” if the customer would like to include e-mail address(es)
for advanced shipment notification.
Icon indicates next step
24
Online Shipping – Step 2 – Origin Signature Not Required
Under “SHIPMENT OPTIONS”
For deliveries to residential addresses in Canada, Origin Signature Not Required
(O-SNR) will be the default. The courier will not obtain a delivery signature and if
the receiver is not home, the package will be left unattended.
If the shipper requires a delivery signature, click on “Residential Signature Required”
check box. An additional charge will apply. If the receiver is not home, the
shipment will be taken to a Hold For Pickup (HFPU) location and a notice of
delivery will be left at the door.
If O-SNR is selected, a pop-up will appear when you click “NEXT”.
It confirms that the sender authorizes Purolator to deliver the shipment without
a signature and releases and indemnifies Purolator from any claims.
For U.S. shipments, please ask the customer if the shipment is destined to a residential
address. If it is, ask them if a delivery signature is required and advise them that a
delivery signature charge may apply.
At the discretion of Purolator (or its agents), a shipment may be left at a private
residence without obtaining a signature. If a signature is required on a shipment,
or Purolator (or its agents) is otherwise unable to “release” a shipment, it may be
delivered to a neighbouring address and Purolator (or its agent) will obtain a
signature from the neighbour when completing an indirect delivery.
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Online Shipping – Step 2 (continued)
For International Shipments Only (including the U.S.)
See Page 31 -35 for more details on shipping to International
destinations (including the U.S.).
Enter the description of the contents for International shipments (including the U.S.)
and click “SAVE” when the information is entered. For additional content, click on
“ADD ROW”.
Note Harmonized Code is not mandatory.
Select customs documents required for shipment by clicking
in the designated box.
Customs Documents to be Generated:
Click on “What documents do you need?” if you do not know what to select.
The Customs Invoice will already be selected.
If the customs form you require is not listed, choose
“Click to select other Customs Documentation not listed”.
If the customer decides to use a manual commercial invoice (customs invoice),
it must match what is entered in when shipping online.
Import/Export Type:
Verify the information with the customer and select the appropriate choice.
Duty:
The duty field will always default to “Receiver” pays.
Please advise the customer that duties and
custom fees are paid by the receiver.*
Click “NEXT” to advance to the next screen.
Note: *The customer needs to be advised that duties and
brokerage fees may apply and that they may receive an
invoice from UPS.
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Online Shipping – Step 2 – Estimate
Service/Upgrade Details
Provide the customer with a delivery date and price for their shipment.
At this point, you have an opportunity to change/upgrade the service type.
Other Benefits of using the “SHIPMENT COST ESTIMATE”:
Provide customer with shipping rate prior to step 3.
Review the shipment details with the customer.
Navigation Buttons
Use the navigation buttons to go back and edit or process the shipment.
This is your last opportunity to make a change to the shipment.
Once you click “Ship” a bill of lading number will be generated.
Note: If you are processing the shipment after your cut-off
time, be sure to add an additional business day to the
“Estimated Delivery Date”.
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Online Shipping – Step 3
The page will automatically print the required number of
copies for each document needed to process the shipment.
Bill of Lading:
One copy of the bill of lading is needed for each piece of the shipment
(to be placed on the shipment).
Customs Documents:
One copy of each customs form is needed to go with the shipment however, with
a multipiece shipment, the custom documents need to travel with box #1 only.
(international (including the U.S.) only). Be sure to get the customer’s signature
in blue ink!
Note: Ensure the customer’s shipment is labelled before
they leave the store.
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Customer Receipt
Two copies of the customer receipt will automatically print along with the
customer’s shipping documents when you click “VIEW/PRINT”.
Once you have printed the shipping documents,
click on the link in the “FINISHED” section to return
to the main menu.
Review receipt with customer.
Indicate customer’s method of payment.
Have customer sign the receipts (retain a copy in store).
Show customer Terms & Conditions of the shipment.
Provide customer with their receipt. Indicate their PIN and tracking
information.
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Cancelling a Shipment
Shipments requiring cancellation must be cancelled on the same day
they are created.
- Be sure to cancel all shipments used for training purposes.
- Shipments must be cancelled if a customer changes his/her mind
about sending a shipment or changes the details of shipping.
There are two ways to cancel a shipment:
1) If you have just completed processing a shipment and are still
on the final screen (Step 3 of Processing a shipment where you
print/view documents):
Select “Cancel this Shipment”
System will ask if you are sure you want to cancel – select “OK”.
System will display cancellation details.
2) If you need to cancel the shipment and you have just logged in
(i.e. customer has left the store and comes back 30 minutes
later to cancel shipment):
Select “Ship and Track” from the top of the screen.
Select “Cancel Shipment” from the menu.
Select the shipment you want to cancel and click “CANCEL”.
System will ask if you are sure you want to cancel – select “OK”.
System will display cancellation details.
Note: Shipments will only appear in the “Cancel Shipment”
screen on the day the shipment is created. Shipments not
canceled on the same day of creation may appear on your
store’s invoice.
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International (including the U.S.)
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Processing an International Shipment (including the U.S.)
Complete Step 1 and 2 Online Shipping (see pages 21-27)
Customs Information
Complete the contents chart “U.S./Int’l”
(Step 2).
Verify Customs documents that accompany shipment by using the
“Click to select other Customs Documentation not listed” link in Step 2 (see page 26).
- If value greater than $2,000 = a B13 form is required
(Call 1 888 SHIP-123 for specific details)
- Documents must be completed in English.
Print and verify all documentation under “Shipment Confirmation”.
Place documents in a resealable plastic label envelope.
Attach to shipment and place in designated area.
Note: Custom documents can also be printed from this tab
in purolator.com
Note: Unless the customer knows what the specific
Harmonized Code is for the shipment, you do not need to
include the Harmonized Code.
ITEM
DOCUMENTS REQUIRED
Document
Bill of Lading ONLY
Clothing / Textile
Bill of Lading/Commercial Invoice,
Manufacturer’s name and address/IRS
Food & Drug
Bill of Lading/Commercial Invoice/IRS
Electronics
Bill of Lading/Commercial Inv/FCC form
740/ Radiation Control Form FD 2877
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Processing an International Shipment (incl. the U.S.) – countries not serviced
The following is a list of countries that are currently not
serviced by Purolator. This list is subject to change without
notice. Any changes will be reflected on Purolator E-Ship®
Online automatically.
The following is a list of the ONLY countries that accept
shipments addressed to a P.O. Box. The receiver’s phone
number for these shipments is mandatory and the packages
will be held at origin if there is no phone number.
Antarctica
Ascension Islands
Bouvet Island
British Indies / Chagos
Caroline Islands
Christmas Islands
Cocos (Keeling) Islands
Cuba
Falkland Islands (Malvinas)
French Southern Territories
Guantanamo Military Base
Heard & McDonald Island
Midway Islands
Myanmar
Bahrain
Iran
Jordan
Kuwait
Lebanon
Northern Mariana Islands
Oman
Nauru Island
Niue
Northern Cyprus
North Korea
Pitcairn
Sao Tome & Principe
Somalia
St. Helena (Ascension Islands)
St. Pierre & Miquelon
Svalbard & Jan Mayen (Norway)
Tokelau
Turkmenistan
Wake Island
Western Sahara
Philippines
Qatar
Saudi Arabia
Syria
United Arab Emirates
Yemen
Military Addresses
Purolator (through its third party service provider) does NOT ship to
Army Post Office (APO) and Fleet Post Office (FPO) addresses, a physical
address is required for the receiver.
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Processing an International Shipment (including the U.S.) - continued
Shipping food to international destinations (including the U.S.)
Shipping gifts to the U.S.
The FDA (Food & Drug Administration) requires a Prior Notice Number (PN)
for foods being shipped to international destinations (including the U.S.).
The customer must obtain a PN from the FDA – direct customers to www.fda.gov
U.S. Customs allows gifts with a maximum of US $100.00 per person with no
limit on the value of the total shipment to enter the country duty free when the
following conditions are met:
Currently the following are exempted when shipping person-to-person
for non-commercial purposes:
- Food in household goods, including military, civilian, governmental agency,
and diplomatic transfers.
- Food purchased by a traveler and mailed or shipped to the traveler’s
U.S. address by the traveler.
- Gifts purchased at a commercial establishment and shipped by the purchaser,
not the commercial establishment, to an individual.
- Food contained in diplomatic pouches
(shipments having diplomatic immunity).
- Homemade goods.
All other shipments require a PN. However, note that it is at the discretion of the
FDA to allow/deny items into the U.S.
The shipment must be accompanied by a Purolator International Bill of Lading,
and a commercial invoice, which includes the following:
- Description of the gift.
- Value of the item.
- Country of origin where the commodity was made.
- Full name and address of both the sender and the receiver, adding a telephone
number for both parties is highly recommended in case of queries.
- U.S. Customs would like the word gift to appear on the outside of the package.
- If the shipment contains gifts for more than one person, the sender must
indicate each person’s name next to the description of each gift, plus the value
of that gift on the shipping documentation.
Within the shipment, gifts listed for different people must be individually
labelled.
The duty free policy does not apply to international points and customers will
be assessed the same way as a regular shipment.
Note: For more information on shipping to an international
destination, please visit purolator.com.
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Payment Identifier Label
In 2011, Purolator changed some procedures related to export shipments as a
response to changes in regulations by the United States Transportation Security
Administration (TSA).
Payment Identifier
Purolator introduced a Payment Identifier Label. This applies to all air shipments
of more than one pound (1 lb) going to the United States and international
destinations.
A Payment Identifier Sticker must be applied to all U.S. and international shipments
to the right of the bill of lading when a customer is paying by cash, debit card or
company cheque and the shipment weighs more than one pound. This includes
document shipments (i.e. Purolator Express® Envelope shipments).
Sample Payment Identifier Sticker to the right– not actual size.
Payment Identifier
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Account Drop-offs at Staples
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Account Drop-offs at Staples
Purolator account customers can drop off their package at any Staples location.
There are two types of bill of lading:
- the automated bill of lading.
- the manual bill of lading.
The Staples Associate must ensure account customers have filled out all manual
bills of lading and customs paperwork (if applicable) in advance and have labelled
the packages properly.
Note: Service guarantees
do not apply to shipments
processed with a manual bill
of lading. In addition, there is a
Manual Shipping surcharge
applied for customers shipping
on an account.
Note: In addition, the
shipper/receiver information
should be completely filled in,
along with a telephone number.
Be sure to cross check the areas
highlighted on the manual bills
of lading samples shown here.
Sample of Automated Bill of Lading
Samples of manual bills of lading
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Account Drop-offs at Staples (continued)
Associate’s Responsibilities:
Ensure the account number has been filled out on the customer’s bill of lading.
No account number = no shipping. The customer can ship the package if they
pay for the shipment at the STAPLES store. If the customer agrees, you would
log into online shipping and process the shipment.
Check that the customer has selected ship mode, package, service, payment
and entered the shipment details.
Verify that the customer has signed the bill of lading (particularly manual
bills of lading) and that there is a description of the contents in the
designated area on the bill of lading.
If a customer is using a manual bill of lading there are three parts that need
to be distributed:
- Accounting Copy (Red & White copy) > Goes to your Purolator Driver.
- Customer Receipt (Green copy) > Goes to your customer.
- Address/barcode label (sticker) goes on package (for U.S./Int’l bills of lading
there is no sticker. Place the copy inside a U.S./Int’l clear pouch).
If the customer is sending a domestic multipiece shipment (maximum 4 pieces)
the additional barcodes need to be used on each of the other pieces (each extra
piece in the shipment must be manually labelled with the receiver address, in
addition to affixing with an additional barcode).
Note: In addition, the shipper/receiver information should
be completely filled in, along with a telephone number.
Be sure to cross check the areas highlighted for the
manual bills of ladings samples shown here.
Samples of manual bills of lading
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Account Drop-offs at Staples (continued)
Return Services
Return service is where Purolator account customers can enclose a pre-printed
Return Service Bill of Lading in their outgoing shipments. If, for any reason, the
end customer needs to send the shipment back to the original shipper, or other
pre-determined destination (warranty repair, service, etc.), the end customer
completes the enclosed bill of lading (which includes the account number) and
can drop it off at a Staples location to be sent back to its destination. The charges
for the shiment are billed to the original customer at no cost to the end customer.
Removable
sticker
with PIN#
For some automated bills of lading, there is a removable sticker at the top with
the shipment tracking number/PIN that can be provided to the customer for
tracking purposes.
Note: If the customer requests a receipt, please advise them
that there is no paper receipt. Write down the tracking
number /PIN and advise them to track the shipment on
purolator.com on the expected day of delivery. You could
also provide them with a copy of the bill of lading.
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Contact Purolator
40
Contact Purolator
Purolator Customer Service
To order Purolator Shipping Supplies
- Do you have any questions about Purolator’s service or about a specific
Purolator product?
- Purolator Customer Service provides bilingual telephone support
between 7:00 a.m. and 8:00 p.m. (Eastern Time) and can be reached at
1 888 SHIP-123 (1 888 744 -7123).
- For information about online shipping or your Purolator scale, the Purolator
Technical Helpdesk provides bilingual telephone support between 7:00 a.m.
and 8:00 p.m. (Eastern Time) and can be reached at 1 800 459-5599.
- The easiest way to order shipping supplies such as labelopes (clear, self-stick
envelopes for online shipping bills of lading), Purolator Express® Envelopes,
Purolator Express® Packs and Purolator Express® Boxes is under the “Ship & Track”
menu option online.
- Simply log into the online shipping and select “Order Shipping Supplies” from
the “Ship & Track “ menu option.
- Fill out the form and the order will be filled within a few days.
OR
- Go to purolator.com, click on “Ship & Track” and go to the “Order Supplies” link.
- Fill out the form and the order will be filled within a few days.
Staples Computer Hardware/Systems Issues
Ordering Payment Identifier Sticker
Purolator Technical Helpdesk
Please refer all questions to:
6 Staples Avenue, Richmond Hill, ON L4B 4W3
(905) 737-1147 ext. 2230
- Please e-mail Retailgroup@purolator.com for your request.
Allow 3-4 business days for delivery.
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