We aim to make your experience 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. If there is ever an issue or you have feedback you want to share, don’t hesitate to reach out to us at support@trexity.com
Business Contact Information:
A representative of your business must be on-site at the pickup location to ensure packages are picked up successfully. Your business and contact information should be kept up to date in your profile to ensure we can easily reach you. In the event of a return, someone needs to be available at the original pick-up location to accept the return.
We do not store packages overnight. If no one is on site to receive a return, you assume all risks and any extra return fees associated with an unsuccessful return (including packages being lost, stolen, damaged, etc).
Package Size and Requirements:
Packages must be closed containers (i.e. boxes or bags) and easily fit within a standard sedan.
Each package should weigh no more than 20lbs, not exceed 20"x12"x12" in size, and easily fit in a sedan. We reserve the right to reject any packages that exceed these parameters, and you may be subject to cancellation fees.
Perishable and fragile items must have the necessary packaging/insulation needed for delivery.
If delivering pharmaceuticals, alcohol or tobacco/vape products, please adhere to specific guidelines found here.
It's your responsibility to provide accurate delivery information (including addresses, names, contact info, delivery notes and delivery requirements). Please double check these details before scheduling a delivery.
For a smooth & seamless delivery experience please ensure you provide your customer’s phone number and email address as this is the only way they will be notified about their delivery.
If information is incorrect or incomplete, we are not responsible for lost or stolen items and additional fees may apply.
Orders ready with labels:
All individual packages must have a unique Trexity label attached. Orders should be ready to go by the time a courier arrives for pickup. If couriers are waiting for longer than 5 minutes, they can contact Trexity support and move on to the next delivery (full cancellation fees apply) and the order will then be scheduled for the next available pickup window.
We are not responsible for issues that occur to packages with missing or incorrect labels. It is your responsibility to ensure this information is available and correct.
Pick-up Process:
Merchants are responsible for supervising and facilitating the pickup process to ensure a smooth and timely handoff of orders to couriers.
Your pickup location must be a clean and safe environment for our courier. Please ensure your pickup location is either:
Clearly marked outside i.e. with signs; or
Well described with wayfinding instructions in your delivery's pickup notes.
We do not do any pick-ups or deliveries at airports.
Delivery Drop Off Process:
Any delivery instructions that couriers should follow must be added in the delivery details section.
Instructions given in a different format i.e. verbally or written on the package may not be followed.
Instructions given about delivery timeline constraints will not be followed as routes are predetermined.
Drop-off Protocol and Proof of Delivery (photo, in-person):
We offer two types of proof of delivery
Photo drop-off - couriers will knock upon arrival and all packages will be left at the door, with concierge or lobby/mailroom with photo proof.
In-person (PIN) drop-off - customers will need to be ready with the PIN provided to them, in order for the delivery to be completed. Return fees may apply if the customer is unavailable.
For more detailed information regarding photo and in-person drop-off, click here. Please note, all pharmaceutical, alcohol and tobacco/vape deliveries are required to use PIN verification.
For Hospital deliveries, we are able to deliver to the main reception. Please ensure proper wayfinding notes are attached.
Service Level Agreement:
To learn more about our service level agreement, click here.
While SLA agreement is in place, deliveries may run late due to things outside of ours and the couriers control. We do not provide product refunds for late deliveries.
Resolving delivery issues:
For all delivery related issues/questions please email support@trexity.com
All claims must be made within 14 days of the delivery in question for an investigation to occur and for a resolution to be provided.
