Purolator Claims & Refunds

Does your business ship with Purolator? Save up to 20% on your shipping invoice through automated refund claims with LateShipment.com’s parcel audit software.

Automated Purolator Claims for superior last mile delivery

Purolator like most shipping carriers provides a money back guarantee for service failures including late delivery, damaged, lost and 50 others. Constantly analyzing shipping invoices and filing claims for service failures can be laborious when you have a business to run.

Having an automated claim process in place can help your business save up to 20% of your shipping spend through refund claims. Holding shipping carriers responsible for service failures also results in receiving better performance from them.

Claim Purolator refunds for these
50+ service failures

  • Late Delivery
  • Damaged Shipment
  • Lost Shipment
  • Incorrect Residential Surcharges
  • Address Correction Charges
  • Incorrect Dimensional Weight Pricing
  • Void Shipment
  • Additional Fuel Charges
  • Duplicate charges
  • …and 50 more.

Purolator refunds policy for businesses

If Purolator delivers a guaranteed Courier Shipment after the applicable guaranteed delivery time on the applicable guaranteed delivery day, Purolator will, upon request by the Customer, refund or credit (at Purolator’s option) the Service Rate and Taxes (excluding any Additional Charges and Customs Clearance Charges) paid by the Customer to Purolator in respect of the Shipment (see “Refunds for Purolator Service Guarantees”). If Purolator cannot deliver a guaranteed Courier Shipment on the applicable guaranteed delivery day, delivery will take place by End of Day on the business day specified by Purolator.

Purolator reserves the right, at its sole discretion, to refuse a request for a refund or credit of shipping charges for any Shipment, when such request is made by any party other than the payer of the shipping charges. To obtain a refund or credit where applicable in accordance with Purolator’s service guarantee(s), Customers should call the telephone number on their invoice and be ready to provide their Bill of Lading number. Purolator must receive a request for refund or credit in respect of a Shipment to which a delivery service guarantee applies within 45 calendar days after Purolator’s acceptance of the Shipment for carriage

The following limitations apply to Guaranteed Courier Shipments:

  • The Shipment destination must be an eligible guaranteed delivery point from the point of origin for the applicable guaranteed service. If a Shipper selects an ineligible guaranteed delivery point from the point of origin for the applicable guaranteed service, the guarantee for such Shipment will be deemed to be:
    • (a) in the case of Purolator Express Shipments travelling within Canada, End of Day; and
    • (b) in the case of Shipments travelling to Canada from the U.S. or the rest of the world (and vice-versa), the next best service guarantee available from such origin point to such delivery point (e.g., if Purolator Express U.S. 9AM is selected but not an eligible guaranteed delivery point, and Purolator Express U.S. 10:30AM and Purolator Express U.S. (i.e., End of Day) are eligible guaranteed delivery points, the guarantee will be deemed to be a Purolator Express U.S. 10:30AM guarantee). In the case of Purolator Ground Shipments travelling within Canada, if a Shipper selects an ineligible guaranteed delivery point from the point of origin for a particular Purolator Ground service, delivery will be deemed to be End of Day and the Shipment will travel as Purolator Ground (i.e., End of Day), to which no guarantee applies
  • The delay must not be caused by some event beyond Purolator’s control, including but not limited to, those items described in “Liability of Purolator – Events Beyond Purolator’s Control”.
  • The Shipment must not be left in a Purolator “Drop Box” after the posted pickup time; must not require pickup after local cut-off times; and must not be tendered to Purolator after local cut-off times.
  • Each Piece in the Shipment must weigh no more than 70 lbs (approx. 32 kg) for the service guarantee to apply.
  • There must be a record of scanning activity for the Shipment, indicating it has actually been inducted into the Purolator network.
  • The Shipment must be tendered to Purolator with a Bill of Lading generated using an Automated Shipping System. The Bill of Lading must be acceptable and contain the correct and sufficient information for delivery (see “Tendering Shipments to Purolator”). No Shipment tendered to Purolator with a manual Bill of Lading shall be entitled to any guarantee.

The service Guarantee will not apply to the following Shipments:

  • Dangerous goods Shipments (see “Purolator Specialized Services – Dangerous Goods (Hazardous Materials)”);
  • COS Shipments (see “Purolator Specialized Services – Chain of Signature”);
  • Heavyweight Shipments (see “Tendering Shipments to Purolator – Heavyweight”);
  • Residential Heavyweight Service (“see “Tendering Shipments to Purolator – Residential Heavyweight Service
  • Shipments originating from or destined to points deemed by Purolator to be remote, where such points are not serviced directly by Purolator;
  • Undeliverable or returned Shipments;
  • Shipments exceeding Purolator’s size limitations (see “Shipment Acceptance Policy – Size Limitations”);
  • Shipments that require special handling; and
  • ASR Shipments where delivery was not completed due to failure of the Receiver to provide Proof of Age.
Guaranteed services

If Purolator delivers a guaranteed Courier Shipment after the applicable guaranteed delivery time on the applicable guaranteed delivery day, Purolator will, upon request by the Customer, refund or credit (at Purolator’s option) the Service Rate and Taxes (excluding any Additional Charges and Customs Clearance Charges) paid by the Customer to Purolator in respect of the Shipment (see “Refunds for Purolator Service Guarantees”). If Purolator cannot deliver a guaranteed Courier Shipment on the applicable guaranteed delivery day, delivery will take place by End of Day on the business day specified by Purolator.

Purolator reserves the right, at its sole discretion, to refuse a request for a refund or credit of shipping charges for any Shipment, when such request is made by any party other than the payer of the shipping charges. To obtain a refund or credit where applicable in accordance with Purolator’s service guarantee(s), Customers should call the telephone number on their invoice and be ready to provide their Bill of Lading number. Purolator must receive a request for refund or credit in respect of a Shipment to which a delivery service guarantee applies within 45 calendar days after Purolator’s acceptance of the Shipment for carriage

Limitations

The following limitations apply to Guaranteed Courier Shipments:

  • The Shipment destination must be an eligible guaranteed delivery point from the point of origin for the applicable guaranteed service. If a Shipper selects an ineligible guaranteed delivery point from the point of origin for the applicable guaranteed service, the guarantee for such Shipment will be deemed to be:
    • (a) in the case of Purolator Express Shipments travelling within Canada, End of Day; and
    • (b) in the case of Shipments travelling to Canada from the U.S. or the rest of the world (and vice-versa), the next best service guarantee available from such origin point to such delivery point (e.g., if Purolator Express U.S. 9AM is selected but not an eligible guaranteed delivery point, and Purolator Express U.S. 10:30AM and Purolator Express U.S. (i.e., End of Day) are eligible guaranteed delivery points, the guarantee will be deemed to be a Purolator Express U.S. 10:30AM guarantee). In the case of Purolator Ground Shipments travelling within Canada, if a Shipper selects an ineligible guaranteed delivery point from the point of origin for a particular Purolator Ground service, delivery will be deemed to be End of Day and the Shipment will travel as Purolator Ground (i.e., End of Day), to which no guarantee applies
  • The delay must not be caused by some event beyond Purolator’s control, including but not limited to, those items described in “Liability of Purolator – Events Beyond Purolator’s Control”.
  • The Shipment must not be left in a Purolator “Drop Box” after the posted pickup time; must not require pickup after local cut-off times; and must not be tendered to Purolator after local cut-off times.
  • Each Piece in the Shipment must weigh no more than 70 lbs (approx. 32 kg) for the service guarantee to apply.
  • There must be a record of scanning activity for the Shipment, indicating it has actually been inducted into the Purolator network.
  • The Shipment must be tendered to Purolator with a Bill of Lading generated using an Automated Shipping System. The Bill of Lading must be acceptable and contain the correct and sufficient information for delivery (see “Tendering Shipments to Purolator”). No Shipment tendered to Purolator with a manual Bill of Lading shall be entitled to any guarantee.
Exceptions

The service Guarantee will not apply to the following Shipments:

  • Dangerous goods Shipments (see “Purolator Specialized Services – Dangerous Goods (Hazardous Materials)”);
  • COS Shipments (see “Purolator Specialized Services – Chain of Signature”);
  • Heavyweight Shipments (see “Tendering Shipments to Purolator – Heavyweight”);
  • Residential Heavyweight Service (“see “Tendering Shipments to Purolator – Residential Heavyweight Service
  • Shipments originating from or destined to points deemed by Purolator to be remote, where such points are not serviced directly by Purolator;
  • Undeliverable or returned Shipments;
  • Shipments exceeding Purolator’s size limitations (see “Shipment Acceptance Policy – Size Limitations”);
  • Shipments that require special handling; and
  • ASR Shipments where delivery was not completed due to failure of the Receiver to provide Proof of Age.

How much can I save on my annual Purolator invoice through refund claims?

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4 reasons your business needs an automated claims process

Audit Your Purolator Invoice Automatically

Analyze your invoice automatically and identify more than 50 service failures which are eligible for a complete refund

Save Up To 20% On Shipping Spend

Claim Purolator refunds automatically for eligible failures and instantly reduce your shipping spend by up to 20%

Access Actionable Reports

Make smart shipping decisions with actionable reports on service type distribution, carrier performance, shipping spend and more.

Ensure Better Carrier Performance

Hold your carrier accountable for their performance through regular audits and give your customers excellent last mile experiences.

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Frequently Asked Questions about Purolator refund claims

You can file Purolator Claim by submitting an online form here. To have an automated claim process Sign Up with LateShipment.com and automatically file a claim for eligible refunds.

Yes, Purolator provides a refund for late delivery. The claim submission has to be made within 180 days.

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