The Trexity team aims to make your experience on the platform as smooth as possible. The best way to do that is for us to work together in a courteous and respectful way at all times.
It's your responsibility to provide accurate delivery information (including addresses, names, contact info, delivery notes, requirements). Please double check these details before posting a delivery to our courier community.
Packages should be labelled and ready to go by the time a courier arrives for pickup. If couriers are waiting for longer than 6 minutes, they can contact Trexity support and move on to the next delivery (full cancellation fees apply).
All packages must have Trexity labels attached in a visible way in order for couriers to accept them. Be sure to check that each label is attached to the correct package.
You should note any specific delivery instructions that couriers should follow in the delivery details through the portal. Instructions given in a different format i.e. verbally or written on the package may not be followed.
Packages must be closed containers (i.e. boxes or bags) and fit within a standard sedan. As well, each package should weigh no more than 35 lbs. If you have any questions about managing deliveries and package sizes, contact your merchant concierge. Please also be aware there are some items we can't deliver.
A representative of your business must be on-site at the pickup location while deliveries are happening to ensure packages are safe until pick up. Your business and contact info should be kept up to date in your profile so we can easily reach you. We also need to be able to return any undeliverable items to your representative. It is not within our policy to keep packages overnight. If no one is on site to receive a return, you assume all risks associated with the order being left with our courier overnight (including packages being lost, stolen, damaged, etc).
Please ensure that your pickup location is either: a) Clearly marked outside i.e. with signs; or b) Well described with wayfinding instructions in your delivery's pickup notes in the portal.
Your pickup location must be a reasonably clean and safe environment for couriers to enter and pick up deliveries.
How to work with couriers
By using our platform, you and your staff agree to treat our couriers with respect and courtesy at all times. Please be helpful to the best of your ability, i.e. if couriers need to clarify how to find your location. Communication will always minimize errors.
Trexity support is standing by if you need help interacting with a courier. If there's a question, concern, or dispute at any point, contact support immediately so we can help keep your deliveries running smoothly.
Trexity support is also available should couriers have questions related to using the app. Trexity trains all couriers in using the platform; in the event a courier asks you question about the app, please ask them to contact Trexity support (courier training is not your responsibility!).