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John Ferguson

John Ferguson
President and CEO
Purolator Inc.

Message from our President and CEO

We’re here for you, 24/7

April 6, 2020

Hi,

I wanted to give you a brief update since the last note I sent a little over a week ago. As we enter this new normal, there are a few things I want to make sure Purolator gets absolutely right for you, our customers, during the weeks and months ahead.

Health and safety matters more than anything. This is a battle being fought by our employees on the frontlines, every day. Since we started planning on day one, our first mission was to focus on their health and safety. Protecting the wellness of our people plays a direct role in safeguarding our customers, and everyone who does business with us. We’ve outfitted our frontline employees with hand sanitizer, disinfectant spray and gloves, with more protective supplies on their way. We’ve also stepped up physical distancing and sanitation efforts across our terminal and retail networks. As I’m sure you know, there’s a massive global shortage of sanitation supplies, like hand sanitizer. Our procurement team has literally scoured the globe and put forward a herculean effort to get them to our people.

Healthcare needs are priority. We’re prioritizing healthcare shipments to flatten the curve. We’ve partnered with leading healthcare organizations to deliver COVID-19 testing kits and advanced diagnostics equipment. This will help the federal government accelerate progress towards its testing goals. We’ve also re-tooled our network to make sure critical medical treatments for chronic diseases make it to their destinations quickly without interruption. Some of these treatments have a shelf life of 36 hours. Speed, safety and reliability matter!

Read the full message

Past messages
Our duty during unprecedented times (March 20, 2020)
Delivering your promises safely during times of uncertainty (March 15, 2020)

We’re committed to health and safety

At Purolator, protecting the health and safety of our employees, operations, customers and communities is our top priority.

To help protect against the spread of the coronavirus, we have established a cross-functional COVID-19 taskforce and robust emergency preparedness and business continuity plans that address detailed scenarios that could arise across all of these workstreams, including our operating locations, retail stores, office spaces and partners across North America.

Purolator is following all travel and health advisories identified by the Public Health Agency of Canada and Centers for Disease Control and Prevention. We continue to closely monitor this pandemic and have implemented several safety measures to help mitigate health and safety risks to our employees and customers.

Service alerts

Currently, we are well prepared to meet our customers’ expectations and we are proud to act as a critical supply chain partner during this unprecedented time. We are monitoring our service levels closely.

See here for service alerts and updates related to our COVID-19 response.

Coronavirus (COVID-19) key facts

For the latest coronavirus outbreak updates, symptoms, treatment and travel advice, please visit the Public Health Agency of Canada website.

Coronavirus (COVID-19) FAQs

Preparation plans

We have established a cross-functional COVID-19 taskforce with representation from senior leadership across operations, commercial teams, communications, human resources, business continuity management and finance. We have developed, and are continually evolving, robust business continuity plans that address detailed scenarios that could arise across all of these workstreams, including our 170 operating locations and retail stores, international business lanes, office spaces and extended vendor and partner supply chains. Purolator’s COVID-19 response model is a cross-functional group structured with the key focus areas:

  • Business Continuity Management Team:
    Responsible for assessing and planning for a significant or prolonged disruption to Purolator’s network including node isolation, service interruptions, operational backlogs or staffing shortages. 
  • Pandemic Response Team:
    Led by Purolator’s Operations Excellence department, this leverages past proactive response events experience (Labour Disruptions, Peak Season Planning, Volume Variation to prepare for near-team issues and business fluctuations.
  • Executive Pandemic Committee:
    Includes all of Purolator’s Executive team members, along with key sub-team members across functions to provide the business with directional and cross-functional oversight.

Purolator has experienced no impact to our current service levels or operational performance due to coronavirus as of today. We regularly practice world-class emergency management exercises across our network to prepare for major incidents.

We also have well-practiced business continuity plans and customer-specific protocols to protect service levels for our diverse customer base.

Here’s what we’re doing and how we’re doing it:

  • We’re following all advice from the Public Health Agency of Canada, Centers for Disease Control and Prevention (CDC) and medical experts to guide our COVID-19 response and protect our people, customers and the communities we serve.
  • We’ve put in place advanced sanitation practices and increased the frequency of sanitizing all facilities.
  • We’re conducting “contactless deliveries” through our retail store and courier networks.
  • To further protect people who are shipping packages, we’re encouraging individuals to use Purolator’s online tools to schedule and track shipments, and pay invoices.
  • We have detailed volume forecasts from every sector, and we’re continuously working with our customers to help them plan.
Service impacts

Purolator has been designated as an essential service in Ontario, Quebec and Nova Scotia, as we are a critical supply chain partner for businesses, consumers and partners across North America. We are confident this designation will continue in every province if they put in place emergency management measures. We will continue to deliver every day to help our customers and Canadians get through this unprecedented time.

As the global response to coronavirus (COVID-19) continues to evolve, we temporarily changed  operating hours in most of our Shipping Centres to protect the well-being of our people, customers and communities we serve. Our Purolator Shipping Centres will temporarily operate Monday to Friday and close by 6 p.m. local time (earlier closing times vary by location). Please visit Locator Tool on purolator.com to see the most up-to-date hours of operation and which Staples and Authorized Shipping Agent locations remain open.

Due to the rapidly evolving impacts of COVID-19 on retail businesses, please contact Staples and Authorized Shipping Agent locations directly to confirm its hours of operation before visiting.

Our service is currently operating normally. We are monitoring the situation closely and will communicate with customers if we begin to experience service impacts.

In accordance with government authorities and service partner restrictions we are temporarily adjusting service to U.S. and international destinations until further notice. Click here for details.

We are implementing interim changes to our process for capturing customer signatures. Verbal consent will temporarily be accepted instead of a written signature for most shipments. For Adult Signature Required shipments, recipients are required to show proper government-issued photo identification (ID), in person.

Yes, you can create a shipment online with our E-Ship® Now shipping portal. If on your mobile device, download our app for IOS or Android to create a shipment, schedule a pickup, track a shipment and print your shipping label at home. If you don’t have a printer, select the QR code option and schedule your pickup. The QR code will be scanned when your parcel is dropped off at a Purolator Shipping Centre.

For businesses and shipping to the U.S.:

Business shipping accounts can create an online account with our E-Ship® Online portal.

Questions?

If you have questions about our online shipping services, see our shipping FAQs or contact us.

Yes, our service guarantees for time-definite services are still in place. As COVID-19 continues to evolve, we encourage you to regularly check our Service Alerts and Updates for all the latest service updates.

We recommend shippers contact their customers to determine if locations they are shipping to remain open in order to reduce unsuccessful deliveries and shipment returns, as businesses impacted by COVID-19 continue close their stores and operations.

Health and safety

As stated by the Public Health Agency of Canada, coronaviruses generally do not survive on surfaces after being contaminated. The risk of spread from products shipped over a period of days or weeks at room temperature is very low. There is no known risk of coronaviruses entering Canada on parcels or packages.

In addition to conducting “contactless deliveries” (accepting verbal vs. written consent for most shipments), our employees are encouraged to avoid prolonged close contact with others and maintain a minimum physical distance of approximately two metres from others. We have stopped our morning “3-minute meetings” will all staff in terminals and are taking even more customized approaches that work for locations across our network. To support this, we may limit the number of customers in our Purolator Shipping Centres at one time.

As the global response to COVID-19 continues to evolve, we have put in place advanced sanitization practices across our network and increased the frequency of sanitizing our facilities and vehicles. We are making the following temporary service changes to continue to protect the wellbeing of our employees, our customers and the communities we serve.

  • Changing operating hours of Purolator Shipping Centres. Please use the Locator Tool on purolator.com for the latest information.
  • Obtaining verbal consent instead of requiring a written signature for most types of shipments. This avoids the spread of germs through scanners and styluses being passed back and forth.
  • Accepting payments at our Purolator Retail Centres using only debit or credit card.

Encouraging customers to use our online tools on the home page of purolator.com to schedule and track shipments, and pay invoices.

More helpful information

For more information on the coronavirus (COVID-19), visit Public Health Agency of Canada website and Centers for Disease Control and Prevention websites.