Service Alerts

UPS is Open for Business

UPS operations will continue, with daily pickups and deliveries except where constrained by government restrictions. 

UPS is closely monitoring the impact of the novel coronavirus around the globe. We have developed and routinely practice contingency plans to maintain network operations, and we work daily to ensure the health and well-being of our employees. 

 Over the last several weeks, volume has increased significantly as Canadians shop online from home.  As always, we will work closely with customers to help ensure that we meet their unique needs as the situation evolves. While some delivery delays may result from new contingency measures to keep our employees and the public safe, we use our flexible global transportation network to adjust and deploy assets to meet our service commitments to the fullest extent possible based on local conditions. Of course, UPS also follows all laws and government containment actions taken by governments of all countries and territories.

 In the affected areas, we continue to support current, and in some cases, rising demand from our customers and consumers, to receive their medication and essential needs supplies, while assuring business continuance for customers of all sizes.

 With guidance from the World Health Organization (WHO) and Public Health Agency of Canada (PHAC), we remind our employees daily on the most effective ways to stay safe, which includes the frequent and proper washing of hands, and practicing social distancing.  If an employee exhibits symptoms, has recently traveled, has come into contact with someone infected or are concerned about their health, we are asking them to not come into work, self-isolate and seek medical attention.  With safety as the top priority, we have also staggered start and end times, and we remain flexible to the needs of our customers and employees.  We must also remain equally flexible within our network. To better serve the public, the following changes have been implemented throughout Canada.    

• Due to the Coronavirus pandemic, Customer Service is experiencing higher than usual wait times. Customers are encouraged to track packages, schedule pickups, file claims and much more at http://www.ups.com. We apologize for the delay and appreciate your patience.
• Requests for pick-up must be made at least one day in advance of the requested pick-up date on http://www.ups.com.  Alternatively, contact your nearest UPS Access Point^® location to drop off your packages.
• Suspension of Service Guarantee - Effective March 26, 2020 and until further notice, we have suspended the UPS Service Guarantee for all shipments from any origin to any destination. 
• A limited number of UPS^® shipments, with certain origins and destinations throughout Canada, may require additional time in transit from 1-4 days.  Please see the Calculate Time and Cost calculator on http://www.ups.com for the most up-to-date transit time information.
• The delivery commit time for all UPS Domestic and International Air Services will be extended by 90 minutes.
• Customers receiving international packages with import charges due are to pay online by tracking their package on ups.com or through UPS My Choice^®. Payment will no longer be accepted at time of delivery and must be paid in advance before a delivery attempt is made.
• Register for UPS My Choice for free at ups.com/mychoice.
• All Canada origin Collect on Delivery (COD) service has been suspended.  Canada origin shipments with a COD tag will be not be picked up, and will be returned to the shipper if within our network.
• Signatures will no longer be required for all UPS deliveries. 
• The code “ID [Customer Name]” will be applied to the tracking detail for signature required packages, once confirmation of receipt is established at the time of delivery.
• Select UPS Customer counters are closed and shipments will be routed to a nearby UPS Access Point^® location.  To find your nearest The UPS Store^® location for drop off or to view operating status and hours, visit ups.com/dropoff/ca.
• All shipments to a commercial location known to be closed for more than 9 days, will be returned to the shipper.  If it is known that the commercial location will be closed for less than 9 days, UPS will hold the shipment and attempt delivery at a later date.  We recommend you contact the receiver before the shipment is processed.

These changes will remain in effect until further notice.  Please check ups.com regularly for the most up to date information, or contact your UPS Account Representative.