FREQUENTLY ASKED QUESTIONS

GENERAL

What areas do you serve?

We currently serve all of Toronto and the GTA, to a maximum of 100 kilometers from downtown. If you do need something collected or delivered from outside the indicated area, please contact GOFR Courier 24/7 chat support for immediate assistance, or send your inquiries to [email protected] prior to your booking request.

What are your operating hours?

It is our ultimate goal to eventually serve GOFR customers 24/7 for your convenience! During our startup phase, however, you can book deliveries with us any day of the week between the hours of 7:00am to 9:00pm.

If you require service outside of these hours, please contact GOFR Courier 24/7 in-app chat support for immediate assistance, on the possibility that we have an available courier in your area that is able to meet your task at an additional charge. Please note that during our start-up phase, we cannot guarantee availability outside of regular operating hours.

Do you do food deliveries?

Yes, we do! Customers are invited to pre-pay for food purchases and attach a photo or screenshot of their receipt, along name and phone number for pick-up, via mobile app chat so that their GOFR driver can collect it on their behalf. Please make sure to describe you consignment as a food delivery under ‘Notes’ when creating the booking request.

As an option for your convenience, your GOFR Courier can make the food purchase for you via credit card, at an additional 15% purchasing fee, beyond the food and delivery costs incurred. The cost of your food order, the 15% GOFR purchasing fee, and GOFR delivery cost will appear on your bill as separate items. Please note, GOFR Courier is not able to make cash purchases. However, if you wish to give a cash tip to your GOFR driver, then you may do so at your own discretion.

How can I reach GOFR Courier by phone?

You can request a callback by getting in touch with customer service via GOFR Courier 24/7 chat support for immediate assistance, or send your inquiries to [email protected] and request a callback. We’re available Monday to Friday from 7:00am to 9:00pm.

Is my information safe?

We take our customers’ security very seriously. We use secure payment provider Stripe to manage transactions – this means that we do not have direct access to your card details, as Stripe is fully PCI compliant. We also have a similar level of security with regards to your personal information as it’s secured and stored on PCI compliant servers on Google’s Cloud Platform.

My item is not addressed, will your courier accept this?

GOFR Courier will not accept any items, particularly consignments, that are not addressed. A courier can accept many items in any given day so it’s important that your package is properly labelled to avoid any mishaps or confusion. Should the package not be properly addressed but the courier is made to accept it we accept no responsibility for any loss or damage.

My item is not packaged or labelled, will your courier accept this?

We recommend sending your on-demand consignments in appropriate packaging, especially those which are fragile or involve loose parts. We cannot guarantee the integrity of the item if it is not placed inside protective packaging. We understand that some larger van-sized items might not be possible to package, however it is highly advisable that they are suitably protected or wrapped as to avoid damage.

My package has arrived damaged.

It is sometimes very difficult to determine without photo proof at what point the package was damaged, so we ask GOFR customers to attach a photo of their consignment package in the ‘Notes’ section of their delivery order. Our couriers are vigilant as well – if they suspect a package might have been damaged before pick-up, they are asked to report it to HQ. If a consignment is of a fragile nature, it’s important that our customers to mark it as fragile so we can treat it as such. Should you believe one of the couriers is at fault for damaging your package, please contact us, we treat each case individually and are happy to mediate.

We are able to reimburse for lost or damaged packages according to GOFR Courier’s standard liability which covers up to $100.

I want a refund. What’s next?

We do our utmost to keep our customers happy. Of course, there can sometimes be mitigating circumstances surrounding why you may be unsatisfied with the service (e.g. traffic, inclement weather, zombie apocalypse). As such, we treat each case individually and on its merits. Please contact us with your complaint via our 24/7 chat support or by sending an email to [email protected].

It says my tasks are completed, but I don’t see my driver. What’s next?

All our couriers are required to provide delivery information upon completion of each and every delivery task. Please take a look at your proof of delivery details which you can find in your ‘Tasks’ email receipt, or the ‘Tasks’ section of the mobile app. Here you’ll find information about where the package was delivered and the person it was left with, along with any notes, signature or photo the courier may have added. If this does not help you in locating your package please contact us and we will look into the issue.

I am experiencing technical issues, what should I do?

Please get in touch with our customer service team via 24/7 chat support and describe your problem. If you can take screenshots and attach them to us via the mobile app or website chat support, even better for a faster response. You can also reach us via [email protected].

BOOKING PROCEDURE

Why are some vehicle types not available to me?
Our system will automatically assign the best vehicle for your tasks, based on the approximate size, weight and a detailed description in the ‘Notes’ field of the consignment being sent, and the distance being covered.
Please note, that bicycle couriers will generally stay within the GTA and won’t travel distances further than 11 kilometers. Motorcycle, car, and van couriers can go much further.

What is the largest package I can send?

The system will automatically assign the best vehicle for your tasks, based on the standard maximum size 40L x 30W x 20H inches, with a maximum weight of 70 pounds. If your consignment exceeds these limits, please contact GOFR Courier 24/7 chat support for immediate assistance and availability of larger vehicles to meet your request, or send your inquiries to [email protected] prior to your booking request.

Can I have my package picked-up/delivered outside of operating hours?

Yes, just get in touch through our 24/7 in-app or website window chat support for immediate assistance and we’ll check availability, and adjust the pick-up/delivery window to meet your needs. Please note, that night time delivery charges apply to all consignments from 9:00pm – 7:00am, any day of the week.

How can I get a quick quote?

We’ve made this part very simple for you! Just download our iOS or Android mobile app, or open existing GOFR Courier app on your mobile device. Define the pick-up and delivery details, then click the “Proceed to Pay” button to view your instant quote. You can then apply any available discounts/promo codes you may have on your account to the task to get an idea of what the cost estimates are likely to be for the pick-up and drop-off locations defined.

How do I give detailed directions for delivery?

Upon booking, you will be able to specify the detailed pick-up and delivery addresses and contact details for each location, and add any other pertinent directions in the ‘Notes’ fields under each. The ‘Notes’ field is where you can include any useful information that will help your courier find the place, sort their way through reception/security, include the buzzer or door codes where applicable, to avoid unnecessarily hindrances to the pick-up and delivery of the consignment. If you need to make changes to your notes, please contact GOFR Courier 24/7 chat support.

Why do you need my recipient’s contact information?

The phone number is so that our couriers can call the pick-up or delivery contact directly should the need arise – it helps to get the task completed more efficiently, because it saves them having to contact GOFR, and GOFR having to contact you. We ask for their email address so that they can be sent a link to track the delivery live, ensuring the reliability and transparency of the on-demand delivery.

Do you use my provided details for marketing purposes?

Never. GOFR Courier will never call, send SMS messages, or sell your information for marketing purposes. Should your contact visit our website it is possible they could be targeted through online ads via cookie collection, but that is the work of their preferred web browsers, not GOFR Courier.

I don’t have a contact person or mobile number for the pick-up/delivery area.

If you don’t have contact information include your own, but beware that not having this information generally makes the process of delivering jobs more difficult, leading to possible wait charges while we try and find the pick-up and delivery address. If the pick-up/delivery point is not found and there’s nobody to give/receive the package, there may be cancellation costs incurred as well.

How do I add more than one parcel in the same task?

GOFR orders are able to accommodate up to ten (10) parcels in the same task, as long as their combined weight does not exceed our weight maximum of 70 pounds (32 KG). Weight beyond this maximum must be added into a new task.

Is my on-demand consignment insured?

At this moment, all deliveries are covered under standard liability and covered by GOFR Courier up to $100 in case of loss or damage to your consignment during transit. Please note our policy only covers the material cost of the items. This is standard for all courier services, otherwise you may require a specialist fine art courier service.

How do I schedule a task to another day?

GOFR customers are able to schedule their on-demand pick-up and delivery day up to one month in advance. Once you have specified details for your task you are then asked to schedule the window for your chosen day and time via the ‘Ready for Pickup’ & ‘Latest Delivery By Time’ selector tabs. Customer must ensure that both the sender and the recipient parties are available on the specified pickup and delivery time and date. Note: All the pick-ups and deliveries are made on the same day, and we do not hold consignments overnight.

My task hasn’t been assigned. What should I do?

The average acceptance time for tasks from the moment you confirm your booking may vary depending on the daily demand, but generally, same-day deliveries are assigned instantly. Delays in assignment may be experienced when advance delivery orders are made. For scheduled future tasks, couriers will be assigned up to 24 hours in advance of the scheduled pick-up.

PAYMENT

What cards are accepted?

We accept Visa, Mastercard, American Express, Discover and Visa debit cards to open your GOFR account.

Do you accept cash on arrival?

No – all transactions are cashless and paperless. For both security and administrative reasons, we do not accept any form of cash payments.

How can I tip my courier?

Your courier will gladly accept cash tips at your discretion while we work on our tip-add option in-app. Compliments and kudos from you via our chat support will earn them points in our internal contests for prizes and bonuses though, so don’t forget to let us know if your driver went above and beyond for you!

CONSIGNMENT TRACKING

My courier doesn’t appear to be moving..

This could be for many reasons: either the courier is stationary waiting for more jobs, their battery has died, or the GPS signal is poor in their current area.

I can’t reach my GOFR Courier and I have an issue?

In the case that your courier is unreachable, please send us a message on our chat support and we’ll gladly assist you.

How can I get in touch with my driver?

After a courier has accepted your job, his/her phone number will be visible in the tracking link we provide you upon assigning your GOFR Courier to your task. You can always access it on the ‘Tasks’ tab in your app menu or through logging into your account on our website with the same sign-in credentials. Click on the relevant task in the ‘Tasks history’ tab to see more details and contact information.

How can I see ETAs?

If you booked the job in your account, go to your ‘Tasks’ and choose the relevant task you want to get an ETA for. Also, you will be getting updates at every step of your delivery process during transit. As soon as your GOFR Courier is within a 700 meters, you will be notified.

How do I adjust a task that is currently in process?

First of all, you will need to contact us, since we do not have a feature that allows you to modify a task that is in process. Adjustments on notes and contact details are free of charge prior to pick-up. Otherwise, adjustments to the consignment specification, the pick-up or delivery address and deadlines might incur extra charges, of which you will be notified in the case of.

PACKAGING

Please note that it is the Customer’s responsibility to properly and carefully packing the consignment prior to pick-up. GOFR Courier is not liable for any loss or damage due to insufficient packaging, and extra charges may be incurred if your courier must wait while you adjust your packaging.

Should I package my on-demand consignment?

Definitely – you are responsible for the proper packaging of you on-demand consignment. Read our packaging tips here.

How do I label my consignment?

All GOFR Courier operations are completely paperless. When you are placing your booking request make sure to provide all information completely and correctly, as mistakes and errors can cause costly delays. After your booking is placed, you will be able to see your Task number which should be written on the top of your consignment packaging clearly in pen or marker. This will help to ensure that your GOFR Courier is picking-up the correct consignment from you.

How do I know that my on-demand consignments are safe and correctly packaged for GOFR Courier services?

We recommended to use new packaging for fragile or delicate consignments since reused materials tend to get weaker and less firm with use. It is your responsibility to ensure to pack your items in such a way that they are shock resistant, if necessary.

Do I need to retain damaged packaging and the consignment for which I want to submit a claim?
No. If you are making a claim, make sure to simply take photos of all sides of the package, to be compared against the photos of the consignment that your courier took prior to delivery as proof if its condition. If we find your courier at fault, you will be reimbursed per our Terms and Conditions.

MANAGING YOUR ACCOUNT

How can I refer a friend?

If you like our service and want to recommend it to a friend, you can copy and paste the referral code found on the ‘Referrals’ tab of the app and send it to them. You and your friend will then receive a $10 credit towards your next booking as a thank-you for spreading the word!

How do I add my promo codes?

You will be able to add all of your available promo and discount codes under the ‘Payments – Promos’ in your mobile app. Then, you will be able to select the desired codes for your current tasks at the time of booking request.

How do I make a claim?

You can submit a claim by following this link: Make a claim.

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Before you leave, would you like to know if you are eligible for up to 20% off on all local deliveries for a whole 1 year?