Accelerating our plans to help businesses recover following COVID-19
June 30, 2020
Our President and CEO, John Ferguson, shares how Purolator is meeting our customers’ changing needs and how we will support Canadians as the economy opens back up, through job creation and by keeping goods flowing across the country.
Moving mountains in minutes (May 27, 2020)
An update on Purolator’s Calgary terminal (May 11, 2020)
We’re here for you, 24/7 (April 6, 2020)
Our duty during unprecedented times (March 20, 2020)
Delivering your promises safely during times of uncertainty (March 15, 2020)
We are continuing to make operational adjustments in order to keep our employees, customers and communities safe throughout the COVID-19 pandemic. For urgent deliveries, please select from our suite of time-definite Purolator Express® services. Click here to see current service impacts.
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 updates and FAQs
We’re committed to supporting Canadians
Thank you to the amazing doctors, nurses, medical students, and volunteers who are fighting against COVID-19 every day. Keeping these healthcare heroes safe is important to us because it means they can continue to treat patients and help contain the spread of the virus.
We’ve delivered 8 million respirators and more than 24 million pieces of personal protective equipment – including masks, gloves and gowns – and we’re still going strong. We’re also delivering COVID-19 testing kits and diagnostic equipment to hospitals to help the federal government accelerate its testing goals.
Additionally, we’re excited to have teamed up with Conquer COVID19 and are proud to play a role in delivering critical personal protective equipment to Canadian hospitals across the country.
Purolator’s commitment to tackling hunger in Canada remains unchanged. Amidst the overwhelming effect of COVID-19, the need is increasing and food banks across the country are feeling the strain.
We’ve reinvigorated our Purolator Tackle Hunger® program and launched a Purolator Tackle Hunger (PTH) COVID-19 website, dedicated to raising donations for Food Banks Canada and to help strengthen the food supply for those in need. Thanks to the partnership of the Canadian Football League, the program and community support is further extended.
Small Business COVID-19 Resources
We’re here to support small businesses. Learn more about small business FAQs, tips and other resources on COVID-19.
Purolator Tackle Hunger
Canadians are relying on food banks now more than ever. Learn how you can support our cause to tackle hunger during COVID-19.
Promises delivered with gratitude
We’re thankful for the outpour of community support and words of encouragement. See the shoutouts to our couriers.
Coronavirus (COVID-19) FAQs
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.
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.
We have changed operating hours and have enforced social distancing practices to ensure the safety of our customers and employees. Please visit our 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 to service your needs.
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.
Due to an increase in volume and operational adjustments required in order to keep our employees, customers and communities safe throughout the COVID-19 pandemic, please note the following service impacts:
- Effective immediately until further notice, temporary suspension of our on-time delivery guarantees for all Purolator Express® services.
- Effectively immediately, until May 10, 2020, temporary suspension ad hoc shipment pickups (i.e., pickups that are not regularly scheduled) within the Calgary region.
- Delays of one to three days for Purolator Ground® shipments and shipments requiring our Special Handling service. These shipments will display as “Delayed due to current pandemic disruption,” when tracked online.
See our Service Alerts and Updates for more details.
We have put in place changes to our process for capturing customer signatures. Verbal consent is now 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 at the door, while staying a safe distance from the courier.
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.
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 to close their stores and operations.
To help protect our employees and customers from the possible spread of COVID-19, for the time being, our employees will not be able to assist in filling out manual waybills. We’re following Public Health Agency of Canada recommendations around physical distancing (two metres apart) and avoiding prolonged interaction with others. As such, manual waybills must be completed and attached to packages when picked up by our couriers or dropped off at our Purolator Shipping Centres.
You can create shipments, schedule pickups, track packages and create shipping labels online with our E-Ship® Now shipping portal. If on your mobile device, download our app for IOS or Android, and you can 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.
As stated by the Public Health Agency of Canada, coronaviruses generally do not survive on surfaces. 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.
- Offering curbside pickup at select Purolator Shipping Centres. Visit our Locator Tool to find a curbside location near you.
Encouraging customers to use our online tools on the home page of purolator.com to schedule and track shipments, and pay invoices.
Throughout COVID-19, we made a promise to deliver important items to help make Canada stronger, while maintaining the health and safety of our employees and the communities we serve. Here’s a snapshot of how we quickly adjusted and expanded our capabilities and network to meet demand during an unprecedented time.
Purolator Pivots to ‘deliver promises’ at home
May 28, 2020 – strategyonline.ca
“We see it as a promise our customers made to their customer,” Cheng-Kai-On says. “We continue to deliver promises across the country. We’re proud to be deemed an essential service in Canada, so while everyone needs to stay at home, we’re still at work.”
Purolator Tackle Hunger Partners with CFL, TSN and RDS for Early Kickoff
Toronto, April 27, 2020 – CFL.CA
While Purolator usually gets the food drive rolling at stadiums across the country starting in June, the global COVID-19 pandemic has obviously increased the urgencyfor donations. That’s why the CFL and Purolator are kicking off their 2020 food drive on Monday, April 27
Purolator begins N95 mask shipments
Toronto, April 14, 2020 – BNN Bloomberg
Purolator CEO John Ferguson discusses prioritizing healthcare equipment shipments and managing overwhelming demand during the pandemic.
Lockdowns, grounded planes and Donald Trump: How COVID-19 has turned the courier business on its head
Toronto, April 13, 2020 – Kevin McGran, The Star
Earlier this month, when Canadian hospitals placed an order for 500,000 medical masks to help protect front-line workers from contracting the deadly coronavirus…
She takes care of your mother. He gets your groceries to you. These are the unsung heroes who will get us through the COVID-19 pandemic.
Toronto, April 12, 2020 – Laura Armstrong, Katie Daubs, The Star
There are couriers who deliver medical supplies to doctors and craft projects to families stuck at home, and public health workers who are tracing the virus from person to person in a bid to stop its spread. In these bewildering times, helpers are everywhere.
These are just a few of their stories.
Purolator delivers masks and protective equipment for frontline healthcare workers in Canada
Toronto, April 8, 2020 – Newstalk 1010 (CFRB)
President and CEO of Purolator spoke on Newstalk 1010 about how Purolator is helping get critical protective gear to healthcare workers across Canada.
B.C. truckers having trouble due to COVID-19 closures
British Columbia, April 1, 2020 - Global News
B.C. truck and delivery drivers, who are keeping the necessities of life on the shelves, are having a hard time finding something to eat, and even finding restrooms. John Hua reports.