Frequently Asked Questions
Have a question? Check out the most frequently asked questions and answers below. If you still have questions, please reach out to us anytime!
What address do I use to have an order or shipment sent to me?
88 Queens Quay West
Also please ensure your address is listed as 88 Queens Quay W in myInformation Updater.
Can I have personal orders sent to the smart locker?
Absolutely! The Parcel Port Smart Locker is yours to be used for any type of courier shipment, business or personal.
What if my delivery requires a signature?
Any signature-required parcels will be delivered in the building as they do today.
Will I receive my notifications that a shipment is in the locker through my Royal Bank email?
How much will the service cost me?
What happens if the package is too big to fit into the locker?
If your order is too large to fit into the locker it will be delivered to your floor in the “old fashioned” way (the driver will try to deliver it directly to you) or left with the concierge, security, or staff member (if present).
Do I need to include my floor number in the Ship To address?
Including your floor number can help the courier make sure you’re the right person the parcel is destined for, especially in case of duplicate names. Furthermore, if your parcel is not delivered into the locker for any reason, the courier will deliver it to your floor.
Does the USPS or Canada Post deliver into the locker?
Unfortunately, at this time, delivering into a 3rd party smart locker is not sanctioned by Canada Post. The USPS, in general, will deliver into a 3rd party smart locker, although contacting the regional USPS office may be required to prompt usage of your smart locker.
What happens to my shipment if the parcel locker is full?
No worries if the locker is full, the courier will deliver your parcel to you in the “old fashioned” way (the driver will try to deliver it directly to you) or leave the package with concierge, security or staff (if present).
Can I ship something out from the locker?
Outbound shipping is available from select ParcelPort smart lockers. Those smart lockers with this capability will have instructions on the screen or provided by the property manager where the smart locker is located.
How long will a parcel be kept in the locker and what happens to it after that?
Can I have someone else pickup my parcel at the locker?
Yes they can! Just forward your Parcel Port confirmation email or text message to a friend, family member or colleague. Using the embedded QR or numeric pickup code they can access your parcel just the same as you would. It’s that simple.
The top slots of the locker are too high for me – what happens if I can’t reach my parcel?
We’ll fill up the lowest slots first to ensure that majority of parcels are accessible. If any parcel is stored in one of the top three (3) slots you will receive a prompt at the screen to either ‘continue’ or ‘cancel’ your pickup. You can select ‘cancel’ and find assistance before re-initiating the pickup process.
Can I receive more than one parcel at a time?
Yes! Each parcel is typically stored in its own slot, so you will receive multiple notifications if you have more than one parcel in the locker. Scan your QR code and your first slot door will pop open, then wait for the next slot door to pop open. Note that the doors will open automatically. If you don’t want to collect all parcels at once you can close the slot door and come back for your parcel later.
Why isn’t the scanner reading my QR code?
Here are some tips for using the scanner:
- Hold the QR code further away from the scanner (about 6-8 inches away)
- Tilt the QR code towards the ceiling on an angle, observe that the red light is shining on the code
- Turn up screen brightness (if it is on the phone)
- Move the QR code around until it catches
You also have the option of entering your numeric pickup code on the keypad if the scanner doesn’t work.
What happens if my pickup code is not recognized?
If you receive an error message on screen saying “This code is invalid” it may mean the code has already been used to pickup a parcel. This indicates that you likely have no parcel to pick up currently. You may also try looking through your inbox for a more recent email from us.
What if I enter my code and the slot doesn’t open?
Try re-scanning or re-typing your code. If it still doesn’t open, please contact us at 1-800-818-0870 or via email at email@example.com for further assistance.
What if I open the slot door and it is not my parcel?
Please close the slot door so the item stays safe and contact us at 1-800-818-0870 or via email at firstname.lastname@example.org for further assistance.
Still Need Help?
Need more help? Our support line at 1-800-818-0870 is open Monday to Friday from 9AM-5PM EST. You can also e-mail us any time at email@example.com or complete our online form here.