Intelcom tracking

What is Intelcom?

Intelcom, also known as Intelcom Courier Canada Inc., is a Canadian courier company specializing in last-mile delivery for e-commerce. Founded in 1986 by Daniel Hudon in Montreal, Quebec, the company started as a same-day delivery service for professional businesses. Over the decades, Intelcom has evolved to become a major player in e-commerce logistics in Canada, handling nearly 500,000 parcels per day across the country.

Intelcom's head office is located at 200-1380 William Street in Montreal, Quebec. The company employs over 3,600 permanent employees and relies on a vast network of independent delivery partners, called Independent Delivery Entrepreneurs (IDEs), to ensure daily routes. This hybrid structure allows the carrier to maintain great operational flexibility while ensuring broad territorial coverage.

• Founded: 1986, founded by Daniel Hudon as a same-day courier service for professional businesses
• Head office: Montreal, Quebec, Canada (200-1380 William Street, H3C 1R5)
• Daily volume: Nearly 500,000 parcels delivered daily across Canada
• Workforce: Over 3,600 permanent employees, plus thousands of independent delivery partners
• National coverage: 96% of Canadian addresses accessible via 135 stations across the network

Intelcom's history is marked by several significant milestones. In 2000, Canada Post acquired 50% of the company's shares, a transaction that was controversial at the time due to Intelcom's alleged ties to the Liberal Party of Canada. Critics questioned the fairness of Canada Post's decision-making process. In 2007, Intelcom bought back these shares to become a fully independent company, allowing it to continue its growth autonomously.

In 2012, the carrier diversified into pharmaceutical delivery services with the acquisition of Le Livreur Plus inc. and Eco Plus inc. services in Quebec. This expansion allows it to collaborate with major pharmacy chains such as Jean Coutu, Pharmaprix, Brunet, Familiprix, Uniprix and numerous independent pharmacies for home medication delivery.

The explosion of e-commerce in the 2010s prompted Intelcom to launch a new high-volume delivery service. From the start, the company set itself apart in the market through unmatched flexibility, offering deliveries seven days a week, from 8am to 9pm. In 2015, Amazon tested Intelcom's services and quickly decided to expand the partnership nationally. This collaboration with the e-commerce giant marked a turning point in the company's history, driving its growth and solidifying its position as Canada's leader in last-mile delivery.

Today, Intelcom operates under a dual brand identity. In Quebec, the company retains the Intelcom name to honor its history and strong ties to the local community. Everywhere else in Canada and internationally, it adopts the name Dragonfly Shipping to illustrate its global expansion aspirations. This branding strategy allows the company to maintain its local roots while developing international recognition.

Intelcom's market positioning relies on a cutting-edge technology platform that generates optimized routes daily for its delivery partners. This technological orchestration of sorting, routing and real-time tracking enables the company to achieve a 98% success rate for on-time deliveries, even during peak periods. Consumers consistently rate Intelcom with average satisfaction scores exceeding 4.5 out of 5, reflecting the quality of service provided.

In which countries does Intelcom deliver?

Intelcom has developed impressive geographic coverage, primarily concentrated on Canadian territory, but also extended internationally in recent years. In Canada, the carrier serves 96% of the country's addresses thanks to a network of over 70 delivery centers spread across the ten provinces and two territories. This national presence allows Intelcom to offer services in major metropolitan areas like Toronto, Vancouver or Montreal as well as in the most remote rural areas.

Intelcom's Canadian network is built around 105 stations that handle sorting, preparation and loading of delivery routes. These facilities are strategically positioned to optimize logistics flows and ensure fast delivery times across the country. The company continues to expand westward, with many new locations planned west of Ontario.

• Canada: Coverage of 96% of Canadian addresses, including all ten provinces and two territories
• Australia: Presence since April 2021 via Dragonfly Shipping subsidiary, with six operational sorting stations
• Netherlands: Last-mile delivery services available for local and international retailers
• International deliveries: Capacity to deliver to over 200 cities across Canada and neighboring countries

In April 2021, Intelcom reached a historic milestone by becoming the first Canadian company to perform last-mile delivery outside the Americas. Its Dragonfly Shipping subsidiary made its first deliveries in Brisbane, Australia, marking the beginning of the group's international expansion. Since then, the company has opened six new sorting stations in Australia and has established itself as an innovative player in that market, notably by being the first to offer a seven-day-a-week last-mile delivery service in that country.

International expansion continued with the establishment in the Netherlands, where Intelcom now offers last-mile delivery services to local, national and international retailers. This European presence allows the company to serve a diverse customer base and meet the needs of merchants seeking reliable logistics solutions for shipments to Europe.

For cross-border shipments, particularly to the United States, Intelcom can process international shipments with electronic customs declaration submission via partner integration platforms. International delivery times can reach up to 15 days depending on the destination, due to customs procedures and regulations specific to each destination country.

Although primarily specialized in domestic delivery in Canada, Intelcom continues to expand its international footprint under the Dragonfly brand. The company aims to become a global player in last-mile delivery for e-commerce, leveraging its technological expertise and proven operational model in Canada.

What are Intelcom's services and delivery times?

Intelcom offers a complete range of delivery services tailored to the needs of modern e-commerce. The company has built a reputation for excellence thanks to its ability to deliver quickly and reliably, seven days a week, with extended time slots from 8am to 10pm. This extended availability is a major competitive advantage for merchants looking to offer an optimal delivery experience to their customers.

Intelcom's standard delivery times are particularly competitive in the Canadian market. For domestic destinations, the company typically guarantees delivery within 2 to 4 business days. However, many deliveries are completed faster, with same-day or next-day delivery options available depending on the region and commercial agreements with merchants.

• Standard delivery: 2 to 4 business days for domestic destinations in Canada
• Express delivery: Same-day or next-day options available depending on region and merchant agreements
• International delivery: Up to 15 days depending on destination, including customs clearance times
• Delivery window: Deliveries from 8am to 10pm, seven days a week, 365 days a year
• On-time rate: 98% of parcels delivered within promised timeframes, even during peak periods

One of Intelcom's strengths lies in its ability to maintain consistent performance even during peak periods. Thanks to its real-time optimization system, each delivery is planned and dynamically adjusted to ensure promised timeframes are met. This operational agility allows the company to effectively manage volume spikes, particularly during major commercial periods such as Black Friday or year-end holidays.

Intelcom also offers weekend delivery services with no additional charge, a feature particularly appreciated by consumers who want to receive their parcels during their days off. Deliveries can be made on Saturdays and Sundays at the same times as weekdays, offering maximum flexibility to recipients.

For merchants, Intelcom provides a professional interface to submit shipping information, track shipment progress and manage any distribution issues. Technical integration channels are available to automate logistics flows and optimize order management at scale.

Recipients benefit from a proactive notification system that keeps them informed of delivery progress. Email or SMS alerts indicate the various stages of the parcel's journey, including an estimated delivery window for the delivery day. This transparency helps reduce failed delivery attempts and improves the overall consumer experience.

What are Intelcom's rates and maximum dimensions?

Intelcom's pricing policy stands out for its transparency and absence of hidden fees. Unlike many carriers that apply surcharges during peak periods or for rural zone deliveries, Intelcom maintains a stable pricing grid throughout the year. This approach allows merchants to accurately budget their logistics costs without worrying about unpleasant surprises during seasonal peaks.

Intelcom's rates vary based on several factors, including parcel weight, dimensions, destination zone and desired service level. Merchants interested in Intelcom's services typically need to contact the company directly to obtain a personalized quote tailored to their shipping volume and specific needs.

• Maximum weight: 32 kg per parcel
• Maximum dimensions: 76 x 76 x 30 cm
• Peak period surcharge: No surcharge applied during peak activity periods
• Rural zone surcharge: No surcharge for rural area deliveries
• Delivery attempts: Up to three attempts included at no additional cost
• Insurance: Automatically included in the shipping rate

One of Intelcom's distinctive advantages is the automatic inclusion of shipping insurance when creating each label. Insurance costs are integrated into the standard rate, providing basic protection for all shipments without merchants needing to purchase additional coverage. This coverage protects against losses and damage occurring during transport.

Regarding accepted dimensions, Intelcom imposes limits that correspond to industry standards for last-mile delivery. Parcels must not exceed 76 cm in length, 76 cm in width and 30 cm in height. These restrictions ensure that parcels can be efficiently handled by automated sorting systems and transported in standard delivery vehicles used by delivery partners.

For parcels exceeding these limits or with special characteristics, it is recommended to contact Intelcom's sales team directly to evaluate available options. Some oversized shipments may be accepted under conditions, at rates negotiated on a case-by-case basis.

Intelcom also applies a deferred billing system, charging for a label only after delivery confirmation. This practice allows merchants to pay only for deliveries actually completed, providing better cash flow management and protection against fees for canceled or unshipped parcels.

What are Intelcom's delivery options?

Intelcom offers a range of delivery options designed to accommodate the different lifestyles of Canadian consumers. Flexibility is one of the pillars of the carrier's offering, aimed at maximizing successful delivery on the first attempt. This customer-oriented approach results in several delivery methods adaptable to each recipient's preferences and instructions provided by merchants.

Home delivery is Intelcom's main service. Parcels are delivered directly to the address provided by the recipient, with an extended delivery window from 8am to 10pm, seven days a week. Depending on agreements between the merchant and Intelcom, the parcel can be handed directly to the recipient or left in a secure location by the driver if no one is present at the time of delivery.

• Home delivery: Direct delivery to the recipient's address, 8am to 10pm, seven days a week
• Secure drop-off: Ability to leave the parcel in a secure location if absent, based on merchant instructions
• Photo proof of delivery: Photo of drop-off location emailed to recipient to confirm delivery
• Address change: Ability to change delivery address by contacting customer service
• Return drop-off points: Network of return points available at Couche-Tard and Circle K, open 24/7

When a parcel is left without direct hand-to-hand delivery, Intelcom automatically sends an email notification to the recipient including a photo of the drop-off location. This visual proof allows the recipient to easily locate their parcel and verify it was placed as agreed. If the recipient does not recognize the drop-off location in the photo, they can contact Intelcom's customer service for assistance.

If absent or if the driver cannot find a sufficiently secure location to leave the parcel, it is returned to the local Intelcom facility. A new delivery attempt is then scheduled automatically. Intelcom offers up to three delivery attempts at no additional cost, giving the recipient several opportunities to receive their parcel.

Recipients wishing to change their delivery address can contact Intelcom's customer service by phone at (514) 807-6086 or 1-833-640-2301. This change is possible as long as the parcel has not been sent out for delivery on its route. It is important to note that changing the address may result in an additional delay if the new destination is in a different area than originally planned.

For merchandise returns, Intelcom has developed a particularly convenient drop-off point network. Consumers can drop off their returns at participating Couche-Tard and Circle K stores, these collection points being accessible 24 hours a day, 7 days a week. This time flexibility allows customers to return their items whenever convenient, without opening hours constraints.

Intelcom also offers a premium service called Ideal Return, which allows collection of returns directly at the consumer's door. This service eliminates the main constraints associated with traditional returns: the customer does not need to package the item, print a label or travel to a drop-off point. The driver places collected items in a secure, resealable envelope to ensure protection during transport. This service is currently available in Quebec and the Maritime provinces, with rollout underway for Ontario and Western Canada.

What should I do if my Intelcom parcel is lost or damaged?

When a problem occurs with an Intelcom delivery, whether a parcel is lost, stolen, damaged or not received, there are established procedures to resolve the situation. It is important to understand that responsibility for handling claims is generally shared between Intelcom and the merchant from whom the order was placed, each having a specific role in the resolution process.

For any issue related to parcel contents, whether a damaged, missing or incorrect item, the recommended procedure is to contact the merchant seller directly. For security and privacy reasons, Intelcom does not know the contents or value of the parcels it transports. Only the merchant has the information needed to process a claim regarding the merchandise itself and to process a refund or return.

• Damaged parcel or missing item: Contact the merchant to file a claim and obtain a refund or return
• Parcel not received or lost: Call Intelcom at (514) 807-6086 or 1-833-640-2301, then contact the merchant if necessary
• Stolen parcel: Report the situation to Intelcom's customer service and file a claim with the merchant
• Delivery to wrong address: Check the delivery photo received via email, then contact Intelcom if the location is not recognized
• Claim deadline: Act quickly to maximize chances of favorable resolution

If your parcel appears lost or was never delivered, the first step is to check the tracking status on Intelcom's website. It can happen that parcels marked as delivered were left in a secure location near the delivery address. In this case, a photo of the drop-off location should have been emailed to the recipient. Take time to carefully examine this photo and explore the area around your home before reporting a problem.

If after checking you still cannot find your parcel, contact Intelcom's customer service to report the situation. The support team can launch an investigation to locate the parcel and determine what happened. Customer service is available from 8am to 11pm Monday to Friday, and 9am to 8pm Saturdays and Sundays. Intelcom strives to respond to each request within 72 hours of receipt.

Alongside your contact with Intelcom, it is advisable to also contact the merchant to inform them of the situation. The merchant can initiate an investigation on their end and, depending on their policy, send a replacement or process a refund. Most major online retailers have established procedures to handle this type of situation and generally offer a satisfactory solution to customers.

For parcels delivered to the wrong address, start by examining the delivery photo received via email. If you do not recognize the drop-off location and cannot retrieve your parcel, call Intelcom's customer service immediately. The team can review the delivery information and help determine where the parcel was left. In some cases, an address error can be corrected and the parcel retrieved for new delivery.

Regarding insurance, Intelcom automatically includes basic coverage in its shipping rates. This insurance covers losses and damage occurring during transport. However, for insurance claims, it is usually necessary to go through the merchant who shipped the order, as the merchant is Intelcom's contractual client and responsible for the business relationship with the final buyer.

Does Intelcom handle international shipments and customs procedures?

Although Intelcom is primarily recognized for its specialization in last-mile delivery in Canada, the company has developed international capabilities that allow it to handle certain types of cross-border shipments. This international expansion was realized through the establishment of the Dragonfly Shipping subsidiary in Australia in 2021, then in the Netherlands, marking the first steps in a global ambition for the Montreal-based group.

For international shipments from Canada, Intelcom can process shipments to neighboring countries and certain international destinations. Delivery times for these shipments vary considerably depending on the destination, potentially reaching up to 15 business days. These timeframes include the time required for customs clearance and regulatory checks specific to each destination country.

• International timeframes: Up to 15 days depending on destination and applicable customs procedures
• Customs declarations: Electronic submission available via partner integration platforms
• Required documents: Customs declarations and commercial invoices according to destination country requirements
• Restrictions: Certain goods may be subject to prohibitions or restrictions depending on local regulations
• Customs fees: Recipient's responsibility according to destination country import regulations

Managing customs procedures is a technical aspect of international shipping that requires special attention. Intelcom can electronically submit customs declarations to the carrier via integration platforms such as ShipStation or ShipEngine. These tools allow merchants to automatically generate required documents and transmit them to the customs authorities of the destination country.

Shippers must ensure they provide accurate and complete information about parcel contents, including item description, declared value and country of origin. This information is essential for proper customs clearance and to avoid delays or customs blockages. Any inaccuracy or omission can result in complications and additional delays.

It is important to note that customs fees, taxes and import duties are generally the recipient's responsibility and vary according to destination country regulations. These fees are not included in Intelcom's shipping rates and must be paid by the recipient before the parcel is released by local customs authorities.

Certain goods may be subject to import restrictions or prohibitions according to the destination country's laws. It is the shipper's responsibility to verify that shipments comply with applicable regulations before shipping. Prohibited or non-compliant items may be seized by customs authorities, returned to the shipper or destroyed, with no possibility of claiming against the carrier.

For merchants wishing to develop their international sales through Intelcom, it is recommended to contact the company's sales team directly to discuss available options and specific conditions applicable to different destinations. Requirements can vary significantly from one country to another, and proper preparation is essential to ensure successful international shipments.

Intelcom's international expansion through its Dragonfly brand illustrates the group's desire to become a global last-mile delivery player. In Australia, where Dragonfly has operated since 2021, the company pioneered by offering the first seven-day-a-week last-mile delivery service in that country. This international experience enriches the group's expertise and allows it to offer increasingly comprehensive solutions to its merchant customers.

Understanding tracking statuses

When you track an Intelcom parcel online, different statuses may appear to indicate the progress of your delivery. These statuses reflect the different stages of the logistics journey, from receipt of shipping information by the carrier to confirmation of final delivery. Understanding these statuses allows you to precisely track where your parcel is and anticipate its reception.