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Shipping Tips & Trends

How to Request a Refund From Purolator for Late Delivery

Published on July 05, 2024

 A delivery van filled with stacked cardboard boxes from various brands.

Late deliveries can be a significant headache for your business. It can lead to customer dissatisfaction and potential revenue loss. If you're using Purolator to ship your products, you'll be happy to know that they offer a money-back guarantee for certain services if they fail to meet their delivery commitments.

This comprehensive guide will walk you through the process of claiming a refund for late Purolator deliveries, helping you recover your costs efficiently.

What is Purolator's Money-Back Guarantee?

Purolator's Money-Back Guarantee is a policy that allows you to claim a refund for the shipping charges if your package is delivered later than the guaranteed time. This guarantee applies to several Purolator services, including:

  • Purolator Express 9AM
  • Purolator Express 10:30AM
  • Purolator Express 12PM
  • Purolator Express
  • Purolator Express Evening
  • Purolator Ground 9AM
  • Purolator Ground 10:30AM
  • Purolator Ground Evening

It's important to note that standard Purolator Ground and Purolator Freight services are not covered by this guarantee.

How to Request a Purolator Refund for Late Delivery

Before you file a Purolator refund claim, you'll want to ensure that your package was indeed delivered after the scheduled date. Here's how you can proceed with your refund request:

What do you need before making a claim?

Before contacting Purolator for a refund claim, make sure you have the following information:

  • Bill of Lading number
  • Purolator account number
  • Shipment details, including the date of dispatch and intended delivery date
  • Reason for the refund request

File a Refund Request

Purolator offers several ways to file a refund claim:

  1. Call Purolator: Contact the number on your invoice or receipt and provide your Bill of Lading number.
  2. Use Purolator's Virtual Assistant: Available 24/7 on Purolator's website to guide you through the claim process. Simply click on the blue conversation icon in the bottom right corner of your screen to chat with the Purolator Agent.
  3. Web Form: Fill out a manual claim form on Purolator's website. You should be aware that this method may take longer to process than using the Virtual Assistant.
  4. Email: Send your claim details to claims@purolator.com.

Follow Up on Your Claim

After submitting your claim, you can track its status through your Purolator account or chat with the Purolator Virtual Assistant.

Process and Timelines for Purolator Refund Requests

Once you've submitted your refund request, Purolator typically processes refunds within 10-15 business days. If approved, the refund will appear as a credit on your online invoice.

Factors that May Affect the Processing Time

Several factors can influence how quickly your refund is processed:

  • Volume of refund requests
  • Complexity of the refund request
  • Accuracy of information provided
  • Peak shipping seasons

Common Issues and How to Address Them

Here are some common issues you might encounter when filing a late delivery claim with Purolator, and how to avoid them:

  1. Missed Claim Window: Claims must be submitted within 15 calendar days from the original invoice date for account customers. Always file your claim as soon as possible.
  2. Using a Non-Guaranteed Service: Refunds are not available for standard Purolator Ground or Purolator Freight services. Ensure you're using an eligible service.
  3. Incorrect Address Information: Purolator may refuse refunds if incorrect address information was provided by the shipper.
  4. Ineligible Delivery Point: Refunds may be denied if the shipment destination is not an eligible guaranteed delivery point from the origin.

Automating the Purolator Refund Process for Your Late Delivery

For businesses shipping large volumes, manually tracking and claiming refunds can be time-consuming. Consider using a third-party auditing service like Buster Fetcher to automatically file claims and ensure you never miss a refund opportunity.

By understanding Purolator's refund policies and following this guide, you can recoup some of your shipping costs and mitigate the impact of late deliveries on your business. Stay proactive, keep your documentation in order, and don't hesitate to claim what you're owed.


About the Author

matt lessard

Matt Lessard

E-commerce Entrepreneur and Founder of Buster Fetcher®

Since 2001, Matt Lessard has launched various projects, ranging from an E-commerce SaaS to an online store shipping to over 80 countries. He created Buster Fetcher®, a technology that significantly reduces shipping costs, with a mission to help businesses Win the shipping game™.


Thousands of clients benefit from his expertise in finding refunds for late packages, optimizing costs, and clarifying their shipping profiles, thus helping businesses grow.

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