Frequently asked questions

You can check the latest status of your package anytime on our tracking page.

Keep in mind that our customer service agents have access to the same information as you, so they won't have any additional details beyond what you see on the tracking page.

If you're signed up for our email notifications, you'll receive an email when your package is estimated to be delivered within the next three hours.

This can happen if:

• The shipper hasn't notified us of the shipment. Sometimes, we may receive the information in our system a few hours after you place your order on the shipper’s website.
• The tracking number doesn’t start with a series of letters followed by a series of numbers, for example ABCD00000000123456789.
• The tracking number is more than three months old.

You can usually find your tracking number on the merchant's website (where you made your purchase), as well as in the confirmation email they send you to confirm that your order has shipped.

Of course! You can change the delivery address to anywhere within the region we deliver. To change the delivery address, please call us at 1 833-622-1570.

If you’d like us to leave your package with a neighbour, you should have received an email allowing you to provide delivery instructions to the driver.

Please note that since we must make the change manually, this may cause a delivery delay.

This option is not available at this time.

Of course! To change the delivery date, please call us at 1 833-622-1570.

If you aren't home to receive your delivery, we'll try one more time the following business day before returning the package to the merchant.

If you’d like us to leave your package with a neighbour, you’ll receive an email allowing you to provide delivery instructions to the driver.

We’re sorry for the delay. Our estimates are based on the delivery driver's schedule, but they may have gotten a little behind on their deliveries for the day.

You can check our tracking page for the most up-to-date information that we have on file about your package. If the page indicates that it is still out for delivery, we'll be there as soon as we can be.

This means that we weren't able to deliver your package today.

This may be because:

• Your front door was inaccessible
• The driver wasn't able to complete his route today
• There was no safe place to leave the package
• The driver wasn't able to leave the package with your neighbour
• The driver wasn't able to find the package in the van

We’ll try to deliver your package on the next business day.

At Dragonfly, we continually review and improve our measures to prevent package theft and give our customers the highest-quality service.

Our innovative notification system sends each consumer a personalized notification with an estimated delivery timeframe. This allows for the consumer to prepare themselves to receive their package or ask a neighbour to accept it if necessary.

If a customer doesn’t receive their package, we suggest that they make a claim with the merchant with whom they placed their order.

Pick ups at our locations is not available at this time. However, you can contact our Customer Service team to request a change of address, delivery date, or add delivery instructions.

Our delivery hours are 2 p.m. to 10 p.m., Monday to Saturday.

If your package was not delivered to you in person, we'll try one more time the following business day.

If you'd like us to leave your package at your door or with a neighbour, you should have received an email allowing you to provide delivery instructions to the driver.

If you've already provided delivery instructions but can't find your package, please check your property, mailroom, and neighbour's doors before contacting us. The driver may hide the package to keep it from being stolen, so checking in more hidden areas can be the key to finding your package.

If you still can't find it, please call us immediately at 1 833-622-1570 so we can help make this right!

For security and confidentiality purposes, Dragonfly does not know the contents or the value of the packages which are delivered.

We’re so sorry this happened. We continually review and improve our measures to prevent package theft and give our customers the highest-quality service. Please call us at 1 833-622-1570 so we can help make this right!

For security and privacy reasons, Dragonfly doesn’t know the contents or the value of the delivered packages.

If the contents of your package are damaged or there's something missing from your order, please reach out to the merchant you placed your order with originally and file a claim.

For security and privacy reasons, Dragonfly doesn’t know the contents or the value of the delivered packages.

If your package wasn't handed to you directly, you should have received a photo of the delivery via email.

If you don’t recognize the drop-off location in the photo and you’re unable to retrieve your package, give us a call at 1-833-622-1570 so we can sort this out for you.

For security and privacy reasons, Dragonfly does not know the contents or the value of the delivered packages.

We offer contactless service upon request in your delivery instructions, which means you aren’t required to sign for your package upon delivery.

Your delivery driver will sign “N/A” (not available) once your package has been delivered to a safe location.

You received this email because you recently ordered an item from an online merchant who contracted Dragonfly to deliver it.

You can unsubscribe from notifications by clicking the link at the bottom of the email.

If you have received a suspicious email, call, or text message which appears to have originated from Dragonfly, we recommend you take the following steps:

1. Report the email as junk or phishing to your email provider
2. Forward the email to [email protected]
3. Delete the email

Please be aware that we never request payment or personal information in return for your delivery.

Occasionally, people take advantage of our name and services in a series of email scams known as “phishing.” We urge our customers to be vigilant of such emails and to never respond with any personal information. A good way to recognize phishing emails is through design flaws, misspellings, and unusual requests.

We are committed to protecting your information and are taking all the necessary precautions to protect the security of our network. Please don’t hesitate to contact us if you have questions regarding the legitimacy of an email.

Our Customer Service hours are 8:00 a.m. to 6:00 p.m. Monday to Friday, and 9:00 a.m. to 5:00 p.m. on Saturdays and Sundays.

Dragonfly is a last-mile logistics company enabling the delivery of packages every day in multiple countries across the world.

Headquartered in Montréal, Canada, we employ more than 3,600 permanent staff, constantly opening new sorting stations and expanding our international network.

We think of ourselves as more of a technology platform than a traditional transportation company. That’s because our advanced software infrastructure continuously optimizes our delivery routes, making us faster and more efficient and giving us a clear competitive edge.

Dragonfly's mission is to give customers the most reliable, responsive home delivery service. To do this, we use route optimization technologies to minimize our Independent Delivery Contractors’ travel time from one delivery to the next.

Since the number of packages to be delivered varies greatly from one distribution centre to another, our independent delivery contractors aren’t assigned quotas. Our only goal is customer satisfaction.

At Dragonfly, our clients' packages are delivered by independent contractors and their drivers. You can visit the Independent Delivery Contractors (IDC) page to find out more.