Frequently Asked Questions

In order to pick up a package, you must have an active membership and bring a physical piece of government-issued photo ID (passport, age of majority card, driver’s license).

We kept this simple by creating a recurring month-to-month subscription of $8.99 plus tax. Or alternatively you can sign up on a per packagae basis of $3.99. Subscription plans are for individual use. If you are a business or commercial user please click here

Effective Nov 1, you do have the option of subscribing to a business subscription. Please contact us for more details,

sales@penguinpickup.com

To cancel your plan, please follow these simple steps:

1. Log in to your PenguinPickUp account.

2. Navigate to the "My Order History" section.

3. Locate and click on the "Manage Subscription" option.

4. From the available choices, select "Cancel Plan."

By following these steps, you will be able to cancel your plan hassle-free.

As part of your subscription, we will hold your package for 21 days. After 21 days, there may be additional charges based on your selected tier.

Any parcels collected past 21 days will be subjected to additional fees. Any parcels not picked up within 60 days will be treated as abandoned, unless PenguinPickUp agrees in writing, in advance to hold your parcel for a longer period.

PenguinPickUp offers a 30 day subscription, canceling the subscription will not make you eligible for a refund, unless PenguinPickUp charged you after you cancelled the subscription.

The first and last name on the parcel needs to match the first and last name on the PenguinPickUp Account. You will need to add your PenguinPickUp Account number next to your Last name. When checking out your online order, simply enter the address of your PenguinPickUp location of choice as your Ship To address.

The number of packages depends on the subscription tier. 30 packages per month for personal indivisual tier and 100 packages per month for commerical tier.

PenguinPickUp Get It is a 30 day subscription that you can cancel at any time.

To have your parcels stored and picked up at your convenience, a PenguinPickUp Get It subscription is required. For packages to be accepted, an active PenguinPickUp account number must be included on all packages.

You will not need a subscription for the following cases:

1. When you order from a retailer partner.
2. When you have a Courier Doortag.
3. When you need to ship packages from a PenguinPickUp store.

For a complete list of our retail partners, please visit PenguinPickUp Partners

You will not need a subscription when ordering from one of our retail partners

For a complete list of our retail partners, please visit PenguinPickUp Partners.

Choose PenguinPickUp as a pickup option when ordering from one of our listed retail partners. When PenguinPickUp shows up as a pickup option during checkout, you will not be asked to put in a PenguinPickUp address or your account number.

If you want to see if your selected retailer is one of our partners, please refer to our list PenguinPickUp Partners.

If the courier redirected your package after attempting delivery to your home, you will not need a PenguinPickUp Get It subscription to pick up your parcel. The courier will leave you a note indicating your parcel was delivered to a PenguinPickUp location.

A subscription is not required for dropping off online returns, shipping out parcels or purchasing packaging materials or other items for sale at a PenguinPickUp store.

New members will be able to sign up on November 1st, 2022 through our website or App.

Existing PenguinPickUp members will be able to add the subscription plan to their existing account on November 1st, 2022.

The first and last name on the parcel needs to match the first and last name on the PenguinPickUp Account. You will need to add your PenguinPickUp Account number next to your Last name. When checking out your online order, simply enter the address of your PenguinPickUp location of choice as your Ship To address.

If you're unable to include your account number next to your last name. Try to include the account number into the secondary address line.

We do have limits for oversized items. Please click here for more information. The restrictions in the link are only for inbound packages.

The PenguinPickUp account number is an 8-digit alphanumeric code that identifies your account. The PenguinPickUp account number needs to be added to your last name when shipping packages to any PenguinPickUp store. Please log in to your PenguinPickUp account to view your account number. Parcels without account number have the risk of not being accepted.

Food items will only be accepted from our retail partners. Please visit our website for a list of our retail partners.

Once your order arrives at a PenguinPickUp location, you will be notified via email and/or SMS once it is ready to be picked up.

Until your package has arrived, PenguinPickUp will not have information on the status of your package. You can check with the retailer you ordered the package from or track the package with the shipping company.

Yes! All of our locations are staffed and equipped with 24-hour security surveillance.

Almost anything! We will not accept live animals, illegal items and hazardous materials. Please click here for more information about our restrictions.

You can order packages from any online retailer that ships to Canada! You must have an active membership at the time of pickup.

Absolutely! You can have someone pick up on your behalf. Please log into your account, go to My Order History, click on details, and select Share PickUp Code. In order to pick up the package, the person coming on your behalf needs to present this Share PickUp Code.

No, unlike your PenguinPickUp account number, Your Share Pick Up Code can be shared with friends and family when you want them to pick up a package on your behalf. This is not your account password, nor does it provide access to any of your personal information. It only allows someone to pick up on your behalf. Please log into your account, go to My Order History, click on details, and select Share PickUp Code.

Please visit your account to make any changes? Click on Manage membership

No. The name on the package needs to be the same name as the one listed on the Account.

The name you sign up with must match government issued ID

If you are experiencing issues with your PenguinPickUp account, please try resetting your credentials using forgot password.

If you received a notification but didn't place an order to be shipped to PenguinPickUp, please contact us at info@penguinpickup.com

Packages are received into your account immediately upon arrival. If a package has been marked as arrived but you did not receive a notification from PenguinPickUp, please email us at info@penguinpickup.com

Please click here to see a map of our locations!

Our operating hours vary by location. Please see our locations list and their respective operating hours by visiting https://penguinpickup.com/Location

For any questions, concerns or feedback, please email us at info@penguinpickup.com

Yes, you are able to use PenguinPickUp for business or commercial-use under a commercial agreement. Please visit our Business page for more information and to get in touch with our team.

To find out what couriers are accepted at each PenguinPickUp location, click here https://penguinpickup.com/Location

ReturnBear is a returns platform powering Canada’s first end-to-end reverse logistics network. Brands using ReturnBear can offer self-serve returns to their customers, along with convenient package-free drop-off options for immediate refunds. They can count on ReturnBear to gain visibility into returns across sales channels, save on return shipping costs, and get products back into forward-supply faster.

PenguinPickUp locations are now proudly part of the ReturnBear drop-off network. Starting with 10 high-demand locations in Ontario in July 2023, together we plan to expand to all PenguinPickUp locations across Canada by the end of the year.

For more information, go to ReturnBear - Platform

Please pay in store. We accept Visa, Mastercard, AMEX and debit only. No cash.

You can pay them in stores while picking up your parcels.