In case your package is marked as delivered but you didn’t receive it, please contact us as soon as possible and we will investigate right away. Please reach out to us through “Parcel Delivery Inquiries” at fleetopticsinc.com/delivery/ or by chat. In case your package was misdelivered, we will contact the driver, try to fix the error and redeliver it to the correct address. In case the package is lost or stolen, please report the issue to the sender.
FAQ
You’ve Got Questions.
We’ve Got The Answers.
We’ve Got The Answers.
Delivery Process
What do I do if my package is stolen/damaged?
Unfortunately, we are unable to replace the product or issue a refund if the parcel is lost or the contents is damaged. In case you received a damaged item or your package is stolen, please inform the sender as soon as possible and they will provide a solution for you.
What do I do if my package was misdelivered/lost?
What happens if I am not at home to receive my package?
We usually make 3 attempts to deliver your package. The package will be left at your door if the location is secure or handed over to a concierge or security guard in your building. You can also provide a buzzer code or unit number of your neighbour (superintendent) who can receive the package on your behalf.
Safe Drop Protocol
Our drivers will always attempt to deliver to you directly. In the event that you are not available to receive your shipment, the driver has the authority to leave your shipment without a signature if the location is reasonably determined to be safe and secure. For shipments that do require a signature or identification verification, drivers are not authorized to safe drop.
How long does it take for my shipment to arrive at its destination (How fast is my shipment delivered?)
Once we receive your package at our terminal it’s usually out for delivery within 24/48 hours.
Do you deliver packages on the weekend?
We usually deliver packages from 8 am till 8 pm local time on weekdays. Sometimes we make deliveries on the weekends, depending on the volume and availability of our drivers. If you want to provide special instructions to us, please reach out to our customer service team via chat or use the parcel inquiries form in contact us.
How can I track my package?
To track your package simply go to our main website, click on track and enter your tracking number and postal code or click this link.
How many delivery attempts do you usually make?
We usually make 3 attempts to deliver packages. If all 3 attempts are unsuccessful, the package will be returned to the sender.
Can I re-route my package to a different address while in transit?
Unfortunately, we are unable to reroute your package to a different address for security reasons. We can only add or correct a unit number, street number, buzzer code or phone number. If you need changes other than the above, please reach out to the e-commerce store or merchant you bought from and request those changes. They are the only ones that can change shipping addresses on file.
Do you deliver to PO Box?
Unfortunately, we don’t deliver packages to PO boxes.
Do you send email notifications/text messages about my shipment status?
We have the ability to send SMS and email delivery notifications for packages. However, it is dependent on the communication agreement with the individual e-commerce retailers. We suggest all customers to check with the retailer’s website on their communication policy or use our tracking page for the latest info.
What are your delivery hours?
Deliveries are usually made between 8am till 8 pm local time on weekdays.
Can I schedule a delivery time/date?
Unfortunately, this option isn’t available at the moment. There are several ways you can conveniently contact our Customer Service Team. Unfortunately, we can’t guarantee that we will be able to accommodate your request but we will try to do our best.
- Via ia email [email protected]
- Use our online chat
- Click on contact us and fill out the “Parcel Delivery Inquiries” form
Will the driver contact me prior to delivery?
The driver will only reach out to you by phone if they require additional information to reach your front door i.e. buzzer code or access to building is required. If you wish to leave special instructions prior to the delivery, please contact us via email [email protected] or via online chat.
Why is my package returned to sender?
There might be various reasons why your package was returned to the sender.
- The package arrived at the wrong terminal.
- We have made 3 unsuccessful attempts to deliver the package.
- The address provided is incomplete.
Do you provide a delivery notice?
We don’t provide delivery notices/slips at the moment. For the most current status on your delivery, please click on TRACK on our website or click on the link here and enter your tracking ID.
Do you require a signature for delivery?
If your package requires a signature, the recipient or a responsible party needs to sign for the package upon delivery. If there is no one available to sign for your package, we will re-attempt the delivery within 24-48 hours.
Where can I see a photo on delivery?
The photo on delivery is available upon request. Please contact our Customer Service Team via email [email protected], by chat and we will email the photo to you. You can also view the photo on delivery by entering your tracking number and postal code at our tracking page.
Who can receive a package on my behalf?
Your family member (neighbour, concierge, receptionist or security guard) can receive your package on your behalf.
How are the packages delivered to condos/apartment buildings?
The packages will be delivered to a concierge/security or receptionist in the building in case drivers aren’t allowed to deliver them directly to customers. Pls reach out to our customer service team via chat or email [email protected] if you wish to add special instructions to your delivery i.e. buzzer codes or leave parcels with security.
What can I do if I just missed my delivery?
We usually make 3 attempts to deliver packages. For the most current status on your delivery, please go to fleetopticsinc.com/tracking/. You can also reach out to us via chat.
What can I do if I need to update the shipping information on file?
You can update your shipping information by contacting our Customer Service Team via email [email protected] or via chat. Unfortunately, we can’t change the shipping address for security reasons but we can update your unit number, street number, buzzer code or phone number.
I missed three delivery attempts. Can I ask for one more?
We usually make 3 attempts to deliver your package before it’s returned to the sender. In case your package is still at our warehouse, you can contact our Customer Service Team via email [email protected] or submit a ticket at fleetopticsinc.com/delivery/ or by chat and ask if it’s possible to have your package redelivered once again.
How can I cancel my shipment?
You can contact our Customer Service Team via email [email protected] or submit a ticket at fleetopticsinc.com/delivery/ or via chat and make a request to return your package to the sender.
Can I pick up my package?
Unfortunately, we don’t have pick up points at the moment.
General Questions
Can I track my parcel without a tracking number?
No, you cannot track a parcel without a tracking number and for privacy reasons we won’t provide private information over email or chat lines. We encourage you to reach out to the retailer’s customer service with whom you made the purchase from to locate the tracking ID.
Where is your office located?
Our main office address is 4090A Sladeview Crescent, Mississauga, Ontario, Canada. We have several sites in multiple Canadian cities: Mississauga, Toronto, Montreal, Calgary, Vancouver and Edmonton.
How can I reach someone to assist me with my packages?
The quickest way to reach out to us is to use our chat box or send us an email at [email protected] with your TrackingID and any pertinent information.
Where can I find more details on working at FleetOptics?
You can learn more on our careers page: https://fleetopticsinc.com/about/
I want to learn more about FleetOptics and the services it provides.
Glad to hear it, we are constantly innovating and improving. Please find us on LinkedIn or follow us on Instagram to learn more about what we have been up to. Our sales team would love to hear from you directly to jump start your conversation so please send us a note here https://fleetopticsinc.com/contact-us/.
Are you experiencing a delay in your deliveries?
If you are interested in learning if your parcel will be delayed due to unforeseen circumstances such as weather or other uncontrolled events, please go to our home page to read the alerts bar.
We also maintain updates on our tracking website https://fleetopticsinc.ca/cons_portal.php where you can enter your Tracking ID for up to date information.
Technical Related
Can I use FleetOptics Access on more than one computer or smartphone?
Yes!
FleetOptics Inc. Access can be accessed via any computer or smartphone with a connection to the internet. Multiple users and administrator roles are possible within Access itself, ensuring all authorized users within your company have 24/7 access.
What are the minimum system requirements to adequately use the FleetOptics portal?
In a general sense, it is always prudent to keep your enterprise-level systems up-to-date with the most current operating systems and software. The following configurations/requirements are recommended, but not a prerequisite:
Windows-Based: Windows XP SP3 64-Bit or Newer / Intel Core i5 Processor Or Newer / Google Chrome 58.0.X Or Newer / Mozilla Firefox 54.0.X or Newer
Macintosh-Based: Max OS 10.9 Mavericks or Newer / Intel Core i5 Processor Or Newer / Google Chrome 58.0.X or Newer / Safari 10.X.X Or Newer
Android Devices: Nougat 7.X.X Or Newer
iOS Devices: iOS 10.x.X Or Newer (iPhone 5S or Newer Recommended)
LAN Internet Connection: Cable, DSL or Faster
Wireless Data Connection: LTE-Supported
Is there a smartphone application?
Yes!
Presently, FleetOptics Inc. Access runs natively on all Android-based devices, with plans for Apple devices available in the near future.
Where can I ask a technical or how-to question not listed here on the web site?
Have a technical inquiry, or a how-to question not covered in this section? No Problem! We would be more than pleased to answer any inquiry you may have directly.
You can contact our team directly at: +1 416.398.0999
Or, contact us via the online form found here: CONTACT US
Where can I find the manual and/or additional documentation?
FleetOptics Inc. Access and functionality has been designed from the ground up to ensure instant usability, in a “familiar” environment.
As such, we felt there was little to no need for additional documentation. The hallmark of any successful suite of software tools is indeed, its user interface, user experience and overall ease of use.
Additionally, you, as our customer or driver have access to personalized, face-to-face training and workshops that are available on-demand, whenever the need arises.
All new customers and drivers participate in these personalized training sessions as part of the familiarization process with our portal
Account / Billing Related
I Forgot My Access Credentials To FleetOptics Client Portal
No problem! It happens!
Should you or any of your authorized team members misplace or forget their access credentials to FleetOptics Inc. Access, we would be more than pleased to manually reset them at a moments notice, and resend them to you.
Contact us via the online form found here: CONTACT US
I am having trouble logging into the portal. Please help!
Generally speaking, portal access issues are largely internet/data connectivity issues on our client or owner/operator end. Best practices dictate that you first reset any router, wi-fi or data connections on the device or terminal you are using to restore internet connectivity.
If the problem persists, we strongly encourage you to first liaise with your IT provider and/or ISP before contacting the FleetOptics Inc. team.
Should connectivity not be restored to FleetOptics Inc. Access after completing the above processes, please do not hesitate to contact us directly. We would be pleased to explore the issue alongside you.
Contact us via the online form found here: CONTACT US
Can I set up multiple logins and/or administrator roles in FleetOptics Access?
Yes!
Multiple administrator and user roles can be created with differing privileges and access.