Purolator tracking status

Purolator says delivered but no parcel: what to do

The short answer

Take action

Tracking says Purolator left your parcel, but you do not have it. Read the words after 'Shipment delivered' and open the proof of delivery first. It may be at another door, with a neighbour or at the wrong address, and at homes no signature may have been taken.

When to act: If you cannot find the parcel by the end of the next day, file a complaint and we send it to Purolator.

Also shown as: “Shipment delivered at: FRONT DOOR” · “Shipment delivered at” · “Shipment delivered to” · “Delivered”

What to do now

Read the words after 'Shipment delivered' in the tracking history, as they can say who took it and where it was left.
Open the proof of delivery on the tracking page and enter the postal code. Compare any photo, name and signature with your door and household.
Check the side door, garage, porch, mailroom and front desk, and ask neighbours and anyone in your building.
Save doorbell or security camera footage from around the delivery time.
Take screenshots of the delivery line, photo and signature, and keep your tracking number and order number.
Still not sorted? File your complaint here. We write it with you and send it to Purolator, so you do not have to chase it yourself.

Start my complaint

Says delivered, but it is not here with another courier

Tracking says delivered but nothing arrived: who is responsible? →

What is going on

The driver scanned the parcel as delivered. At addresses Purolator treats as residential, its FAQ says the driver may leave a parcel without a signature when the spot is reasonably safe and secure, and its terms say parcels to homes labelled through an automated shipping system travel without a signature unless the customer asks for one. So there may be no signature at all, just a scan saying who took it or where it was left, such as 'Shipment delivered to NAME at: SHIPPING DOCK' or 'Shipment delivered at: FRONT DOOR'. Its terms also let Purolator deliver to someone who accepts for you or to an authorized agent location.

The tracking page can show a receiver name and signature, and the full proof of delivery asks for a postal code. Purolator says a delivery photo is only required on shipments that were cleared to be left without a signature, and that drivers cannot always take one, so a missing photo proves little either way. In tracking histories people share, photos have shown a neighbour's door, or only the label with nothing to show where it was left.

Why it happens

It was left at another door, the garage, a mailroom or a front desk
A neighbour or someone in the building took it in
It went to the wrong address, such as a similar house number
It was handed to Canada Post or an agent and scanned before final delivery
It was taken after being left outside

What usually happens next

If someone at the address or a neighbour took it in, it can turn up once you ask. If a photo shows another house, people in shared histories have found their parcel by going there, though not always. If it has gone, the fix is a replacement or refund, which for an online order is in most cases for the seller to put right. Purolator gives no time for any of this.

Other Purolator statuses

Delayed in transit due to disruptionKeep an eye on it
Delayed in transit due to rail delayKeep an eye on it
Delayed in transit due to missed connectionKeep an eye on it
Weather delay - service will resume weather permittingKeep an eye on it
Mechanical delayKeep an eye on it
Tracking not updatingKeep an eye on it
Shipper created a labelKeep an eye on it
Attempted delivery - receiver unavailableTake action
Shipment available for pickupTake action
Item being returned to sender, determined as undeliverableTake action

All Purolator statuses →

Who is responsible for a late or missing parcel from Purolator?

If you bought online from a business, the seller chose Purolator and is its customer, so a late, lost or missing order is in most cases for the seller to put right, with a replacement or a refund. Purolator's terms also say that only the party obliged to pay it for the shipment can file a claim, which for an online order is normally the seller.

If you sent the parcel yourself, your contract is with Purolator, under its Terms and Conditions of Service. Its liability is limited to C$2.00 per pound (C$4.41 per kg) of the shipment's weight unless you declared a higher value and paid the surcharge, up to C$5,000 for a courier shipment. A guaranteed service that arrives late may earn the payer a refund or credit of half the service rate. Standard Ground has no guarantee. No refund applies when the delay comes from events beyond Purolator's control, such as weather or mechanical delays, or when Purolator has suspended the guarantee.

Questions about “Delivered but not received”

Purolator says delivered but I did not get it. What do I do?

Read the words after 'Shipment delivered', open the proof of delivery, and check around your home and with neighbours. If you still cannot find it, file a complaint here and we send it to Purolator.

Does Purolator need a signature to deliver?

Not always. At homes, the driver may leave a parcel without a signature if the spot looks safe and secure, unless the sender or the contents require one. Businesses normally sign.

How do I see Purolator proof of delivery?

Enter your tracking number on Purolator's tracking page. Basic details are open to anyone, and the full proof asks for the origin or destination postal code. A photo appears only on some shipments.

What if the delivery photo shows another house?

Save the photo, then look for the number or door in it and go and ask there, as people in shared histories have done. If it does not turn up, include the photo when you file a complaint here.

Who pays if my Purolator package was stolen from my door?

For an online order, the seller chose Purolator and is its customer, so it is in most cases for the seller to put right, though some sellers push back once tracking says delivered. Purolator's terms release it from claims over parcels left under a signature waiver.

Based on

Purolator: FAQs for receiving shipments (tracking updates, missed delivery line, 5 business day hold, ID, proof of delivery)
Purolator Terms and Conditions of Service
Amendment #1 to the Purolator Terms and Conditions of Service (guarantee refunds, undeliverable shipments, events beyond its control, who may claim)
Purolator Your Way: delivery preferences for receivers (photo proof of delivery, Hold for Pick Up)
Purolator: FAQ on Purolator Your Way (text message link, address change, hold for pick-up, delivery spots)
Reddit r/purolator (shared tracking history): screenshot, Shipment delivered to a name at: Shipping Dock
RedFlagDeals forum, Purolator Shipping Support Thread, page 16 (shared tracking history: 'Shipment delivered at: FRONT DOOR')
RedFlagDeals forum, Purolator Shipping Support Thread, page 14 (shared tracking history: 'Shipment delivered to' a name at the front door)
Reddit r/purolator (shared tracking history): Package marked delivered (photo shows my door)
Reddit r/purolator (shared tracking history): delivered but nowhere to be found, with a delivery photo of only the label
Reddit r/purolator (shared tracking history): delivered to the wrong address
Reddit r/purolator (shared tracking history): photo of a door that was not theirs
Reddit r/purolator (shared tracking history): marked delivered at a Canada Post depot
Purolator: Terms and Conditions of Service page (current terms and amendments in force)