We do our best to get your equipment shipped quickly, but delivery issues can occasionally happen with Canada Post. A package may be delivered to the wrong mailbox or parcel compartment, marked as delivered before it actually arrives, left with a concierge or mailroom, or in some cases show a delivery city that does not match your location.
Please remember that Netcrawler equipment is provided on a rental basis and remains the property of Netcrawler. Customers are responsible for equipment assigned to their account, including reporting any package that cannot be located.
Please check:
Your mailbox or community mailbox
Parcel lockers
Front or side entrances
Concierge or security desk
Mailroom or package room
Other household members
Nearby neighbours, where appropriate
If tracking shows Delivered, we also recommend waiting until the end of the delivery day, as packages can sometimes be scanned before the final delivery is completed.
If you still cannot find the package, please contact Canada Post and open a lost or missing package ticket. Once Canada Post provides you with a service ticket number, please send it to our support team. The easiest way to do this is through Canada Post online chat.
We cannot arrange a replacement until the receiver has opened a Canada Post ticket. If no ticket is opened and the equipment remains outstanding, you may be responsible for the applicable unreturned equipment amount.
After the ticket is opened, please allow Canada Post up to 48 hours to investigate and attempt to locate the package. Many missing packages are found during this period.
If the package still cannot be located after 48 hours, we can arrange a replacement at no additional cost to you. If Canada Post later delivers the original package, we’ll provide a prepaid return label so you can send the original equipment back to us free of charge.
We understand how important it is to get your internet service up and running as quickly as possible.
If you cannot wait the full 48 hours, please contact our support team. We may be able to send a second package sooner. In that case, a $25 shipping fee will apply to the second shipment.
The receiver must still open a Canada Post ticket for the original package. If Canada Post confirms that the original package was lost, the $25 second-shipment fee will be refunded.
If both packages arrive, the extra equipment must be returned to Netcrawler. Since the equipment is provided on a rental basis and remains the property of Netcrawler, any additional equipment assigned to your account must be returned.
Please contact our support team for return instructions. If the extra equipment is not returned, the applicable unreturned equipment fee may apply.
Without a Canada Post ticket, we cannot confirm that the package was lost or delivered incorrectly. For insurance and claims purposes, Canada Post requires the receiver, rather than the sender, to open the missing-package ticket.
Until Canada Post confirms the package is lost or the equipment is returned, it will remain outstanding on your account. If no ticket is opened and the equipment remains outstanding, you may be responsible for the applicable unreturned equipment amount.
Cancelling your internet service does not remove responsibility for rental equipment that has been shipped or delivered.
If Canada Post confirms that the package was delivered to the correct address and the equipment is not returned, the applicable unreturned equipment fee will apply.