Frequently Asked Questions

Sending Your Packages to PenguinPickUp

The first step is to register for an account with PenguinPickUp. When checking out your online order, simply enter the address of your PenguinPickUp location of choice as your Ship To address. Don’t forget to add your PenguinPickUp ID in your second address line!

Your PenguinPickUp ID is an 8-digit alphanumeric code that serves as a unique identifier for your account. Please put your PenguinPickUp ID on all packages and present it upon pick up. To view your PenguinPickUp ID, please log in to your account and it will be displayed in the top right corner.

Food items will only be accepted from our retail partners. Please visit their website for available PenguinPickUp locations.

You can order packages from any online retailer that ships to Canada!

Almost anything! We will not accept live animals, illegal items and hazardous materials. Please click here for more information about our restrictions.

We do have limits for oversized items. Please click here for more information.

When your order arrives at a PenguinPickUp location, it will be received under your account. As soon as this is done, you will receive an email or text message notification stating that your order is ready for pick up.

Until your package has arrived, PenguinPickUp will not have information on the status of your package. You can check with the retailer you ordered the package from or track the package with the shipping company.

PenguinPickUp keeps packages for 7 days. If you need more time to pick up your package, please contact us with your package details, including the PenguinPickUp location the package was sent to.

Yes! All of our locations are staffed and equipped with 24-hour security surveillance.

Picking Up Your Packages

To pick up your package, government-issued identification (passport, age of majority card, driver’s license) is required. To speed up the process, please present your PenguinPickUp ID which can be found on your notification email.

If your location has drive-up service, park in the designated PenguinPickUp spot. A PenguinPickUp associate will deliver your package to your car. At walk-in only locations, please approach the PenguinPickUp associate for service. Please note, our UPS Store locations do not offer drive-up service. For more information about the services offered at your PenguinPickUp location, please contact that location directly! Visit our map for contact information.

Absolutely! However, for your first pick up we require you to pick up the package yourself and present government ID. After the initial pick up, you can have someone pick up on your behalf. Please forward them your notification email, with the subject line “Your PenguinPickUp Order is Ready for You” and provide them with your Pick Up Code.

No, unlike your PenguinPickUp ID, your PenguinPickUp Code is a password that you create when you activate your PenguinPickUp account. Your PenguinPickUp Code can be shared with friends and family when you want them to pick up a package on your behalf. This is not your account password, nor does it provide it access to any of your personal information. It only allows someone to pick up on your behalf. To create or change your PenguinPickUp Code, please log in to your PenguinPickUp account and select “My Profile” in the top right corner.


Not a problem! If you are experiencing issues with you PenguinPickUp account, please call us at 1-877-330-4PPU (4778) or email us at and we will be pleased to assist you.

If the contents of your package are damaged, please contact the retailer from which you purchased the item. If you have any concerns, please contact us at 1-877-330-4PPU (4778) and we will do our best to assist.

If you received a notification but didn’t place an order to be shipped to PenguinPickUp, please contact us by phone at 1-877-330-4PPU (4778) or email us at

Packages are received into your account immediately upon arrival. If a package has been marked as arrived but you did not receive a notification from PenguinPickUp, please contact us by phone or by email.

Please ensure that the PenguinPickUp address was not used as your billing address. For your billing address, it must be the same as the address used for your credit card (usually your home address). For additional troubleshooting, please call 1-877-330-4PPU (4778) or email us at

About PenguinPickUp: Hours, Locations and Contact Information

Please click here to see a map of our locations!

Our operating hours vary by location. Please see our map for exact hours.

Please register for an account to be notified of new locations!

For any questions, concerns or feedback, please contact us by email at or by phone at 1-877-330-4PPU (4778). To contact a specific PenguinPickUp location, please see our map for contact details.

PenguinPickUp for Your Business

Yes, you are able to use PenguinPickUp for business or commercial-use under a commercial agreement. Please visit our Retailers page for more information and to get in touch with our team.

PenguinPickUp Market

No. Feel free to browse our products and service information without creating an account. If you are not signed in to an account, when you add a product to your cart you will be prompted to enter your name and email address to confirm that you sign in as a guest.

There is no minimum order for the pick up service. There will be a $10.00 + HST delivery fee if you choose our home delivery option.

Your order is hand-selected by our trained staff who choose only the freshest and finest. Orders are packaged in our temperature-controlled facility. We have fridges and freezers on site to keep your products as fresh as possible.

You can pay for your groceries online by VISA, MasterCard, American Express or PayPal.

We regularly feature products with special pricing. Our “DEALS” page features our products that are on sale. Sale prices and promotions are noted beside the original prices below product photos and titles. Sign up for our newsletter to get notified of new specials!

Our team reviews every order before you pick up. If for any reason you are not satisfied with an item, please contact and we will arrange for a credit to your account.