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Frequently asked questions

Shipment tracking

When will I receive my package?

You can view the latest shipping status for your package on our tracking page. If you signed up to receive notifications, you will get an email when your package goes out for delivery.

 

What happens if I’m not there to receive my package?

Your package can be delivered without a signature if the driver can leave it in a secure location.

I was supposed to receive my package within 3 hours, but I’m still waiting. Where is it?

We’re sorry we couldn’t keep our promise. Our estimates are based on the driver’s schedule, but they may have gotten a little behind on their deliveries for the day.

Why was my package delivered without a signature?

Your package may have been delivered without a signature because the driver was able to leave it in a secure location.

Why do I get an error message when I try to track my package?

A: This can happen if:

  • We haven’t received the information from the sender. In some cases, there might be a few hours delay between when you place your order on the sender’s website and when we receive the information in our system.
  • The tracking number doesn’t start with INTLCMA followed by a series of numbers.
  • The tracking number is more than three months old.

What should I do if I lose my tracking number?

You can find your tracking number on the sender’s website and in the confirmation email for your purchase.

My shipping status says “Attempted delivery.” What does that mean?

It means we tried to deliver your package, but were unable to. This may be because:

  • Your front door was inaccessible
  • We didn’t have the access code for the door
  • Your company was closed
  • There was no safe place to leave your package without a signature

We will try to deliver your package on the next business day.

My shipping status says “Problem with delivery.” What does that mean?

Unfortunately, there was a problem with delivering your package. This may be because:

  • The address or contact information we received was not valid
  • We tried to deliver the package but were unable to
  • You refused the delivery

If you have not received a call or email from us, please contact the sender for the next steps.

Why is there a “possible delays” warning on the tracking page?

Unfortunately, certain weather conditions or exceptional situations can cause delivery delays.

Delivery

What are your delivery hours?

Our delivery hours are 9 a.m. to 9 p.m., seven days a week. 

 

 

Can I change the delivery time?

This option is not currently available.

 

I can’t find my package. What should I do?

Sometime packages are very well hidden! If your package was delivered without a signature, we can send you proof of delivery.

If you don’t recognize the place in the photo, you’ll need to contact the sender for a refund.

 

The delivery photo doesn’t match my delivery address.

Oops! Not our finest hour. If you don’t recognize the place in the photo, you’ll need to contact the sender for a refund.

 

I received a delivery notice. What should I do?

We will try to deliver your package on the next business day. You don’t need to do anything at this point—we’ll be back soon!

 

Can I change the delivery address?

Of course! Just know that changing the address may delay the delivery by 24 to 48 hours. The new address must also be in a region we serve.

 

Can I change the delivery date?

Of course! Please contact us with the tracking number and date you would like your package delivered.

 

Why did I receive a call from the driver?

Some drivers like to phone you to make sure you’re available to receive your package or to ask about your delivery preferences.

 

What do I do if my package is damaged?

If the content of your package is damaged, you’ll need to contact the sender for a refund.

Pickup Locations

What should I do if I want to pick up my package from the warehouse?

Please contact us with your package tracking number. A warehouse employee will confirm that your package is there and ready for pickup. 

Bring your confirmation email and an ID with you when you come to pick up your package.

 

Are you going to have drop-off points other than at the warehouses?

We’re working on that right now and will be ready to tell you about it soon. Stay tuned!

I received an email that my package is ready for pickup at the warehouse. Where to I go to pick it up?

We will hold your package for 7 days at the warehouse nearest you.

Bring your confirmation email and an ID with you when you come to pick up your package.

 

Customer service

What are your Customer Service hours?

Our Customer Service representatives are available from 8 a.m. to 11 p.m. (ET), Monday to Friday, and 9 a.m. to 8 p.m. (ET) on Saturdays and Sundays.

How do I unsubscribe from email notifications?

Just click “Unsubscribe” in the notification email you received.

 

How do I re-subscribe for email notifications?

Contact us and we will happily reactivate your email address.

Why did I get an email from Intelcom Express?

You received this notification because you recently ordered an item from an online store.

Your package will be delivered by one of our drivers. You receive a notification when your package is on the way and when it has been delivered.

If you did not order online in the past days, please ignore this email. You can unsubscribe from the notifications by clicking the link in the email.

I’m from a media, how can I contact you?

We will be happy to answer any questions you may have. Please fill out the contact form and a member of our team will get back to you as soon as possible.

Call Us

Phone: 514 370-5096

Toll Free: 1 844 370-5096

Write Us

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