What can I ship and what do I need when I pick up?
We can handle a lot of things at Penguin Pick-Up! Our size restrictions are quite generous and many of our locations have Green Passes. Equipped with freezers and refrigerators so that we can handle food safely, you can even have fresh and frozen food delivered to us. You can check whether or not a specific location accepts food based on the location map that we’ve provided.
Please review our limited liability policy for lost or damaged goods in the Terms and Conditions section before having them shipped. If you are still unsure about an item you would like to have shipped to us, please contact us at (905) 760-6203 or email email@example.com, and we will be happy to answer your questions.
We Do Not Accept
- Live animals
- Illegal items
- Hazardous materials
The following size limitations apply to all shipments travelling within and to Canada.
Packages can be up to:
- 68 kg (150 lbs)
- 419 cm (165 inches) in length and girth combined
- 270 cm (108 inches) in length
COD, Taxes and Duties
Penguin Pick-Up locations are not equipped to handle any financial transactions. We cannot accept any deliveries that are COD, or that require tax or duty payments. Please ensure that all associated costs are paid in full prior to delivery to us. If a package is delivered to us and requires C.O.D, we will do our best to get in touch with you so that you can pay the outstanding fees and have the packaged redelivered to our location, if possible.
Picking Up Your Goods
To pick up your purchase, simply come to the Penguin Pick-Up location and present your Penguin Pick-Up ID provided with your order confirmation. You can either print, or present from your mobile device the email or text we send you. Government issued photo I.D. is also required in the form of a Passport, and/or driver's license.
If you wish to have another authorized person pick up for you, that person must present the Order Confirmation and your Personal Pick-Up Code, and otherwise comply with, and is bound by, these Terms and Conditions. A Personal Pick-up Code will only allow someone to pick up on your behalf; it does not give them access to any of your personal information or your password.
You or your authorized representative must pick up your goods within seven days of the delivery to the Penguin Pick-Up location you selected. If the goods are not picked up within the seven days, we will contact you to make alternate arrangements.
Damaged or Unsatisfactory Goods
If your package arrives to us in damaged condition, we will receive the package and get in touch with you about the condition. Often it’s just the box that is damaged and the contents are fine. However, as we are a convenient shipping destination, should you want to return your item, you will have to do this directly with the retailer from which you ordered as per their policy. Our associates will help you in any way we can!