FAQs

FAQs

Penguin Pickup Get It Subscription

What do I need to pick up my Penguin Pickup package?

In order to pick up a package, you must have an active subscription and bring your pickup notification text or email and a physical piece of government-issued photo ID (passport, age of majority card, driver’s license).

What are the subscription plans, and what does it include?

Penguin Pickup Get It offers three plans to meet your out of home delivery needs. As a member you can select your plan after signing up for your account and are able to cancel at any time. Reoccurring plans are billed monthly from the day you sign up. 

What if I want to cancel?

You can cancel your monthly subscription at any time by signing into your account, navigating to the Manage Subscription section, and selecting Cancel Plan.

 

How long will Penguin Pickup hold my packages?

All Penguin Pickup packages are held for 21 days after they are received. This does not apply to packages redirected to Penguin Pickup by our courier partners or orders placed online through our retail partners.

What happens if I do not pick up my parcels after 21 days?

Any Penguin Pickup package held for more than 21 days will be subject to an $8.99 one-time fee.

In the event that a package has not been picked up within SIXTY (60) DAYS, it will be considered abandoned, unless Penguin Pickup agrees in writing, in advance, to hold your parcel for a longer period of time.

There will be an additional charge of $1.00/day for parcels that remain unclaimed after 30 days, up to 60 days in total. The applicable tax will be added to all charges.

What is the refund policy?

Penguin Pickup offers a 30-day subscription, canceling the subscription will not make you eligible for a refund, unless Penguin Pickup charged you after you cancelled the subscription.

What is the difference between Penguin Pickup Get It and pay per use plan ?

Is this a contract?

Penguin Pickup Get It is a 30-day subscription that you can cancel at any time. You must agree to the terms and conditions to use our services.

Why would I need to sign up for a subscription?

An unique Penguin Pickup account number is generated when you sign up. This is how we identify your package once in our stores. For your convenience we will also notify you once we receive a package in store for you to pick-up.

When would I not need a subscription?

You will not need a subscription for the following cases:

  1. When you order from a retailer partner. 
  2. When you have a Courier Door tag.
  3. When you need to ship packages from a Penguin Pickup store.     
For a complete list of our retail partners, please visit our website.

 

Do I need a subscription when ordering from your retail partners?

You will not need a subscription when ordering from one of our retail partners
For a complete list of our retail partners, please visit our website.

Choose Penguin Pickup as a pickup option when ordering from one of our listed retail partners.

When Penguin Pickup shows up as a pickup option during checkout, you will not be asked to put in a Penguin Pickup address or your PPU account number.

 

When I order parcels to be delivered to my home, sometimes the courier company will deliver my package to my closest Penguin Pickup location. Will I need a subscription to retrieve my package?

If the courier redirected your package after attempting delivery to your home, you will not need a Penguin Pickup Get It subscription to pick up your parcel.

The courier will leave you a note indicating your parcel was delivered to a Penguin Pickup location.

Will I need to subscribe if I want to drop off my online returns and/ or ship out a package?

A subscription is not required for dropping off online returns, shipping out parcels or purchasing packaging materials or other items for sale at a Penguin Pickup store.

How do I switch between subscription plans?

You can change your Penguin Pickup Get It subscription by logging into your account and navigating to the Choose Plan section.

 

How do I pay for my single use and/or storage fees?

Please pay in store. We accept Visa, Mastercard, AMEX and debit only. No cash

Sending Your Packages to Penguin Pickup

How do I address my package to Penguin Pickup?

The first and last name on the parcel needs to match the first and last name on the Penguin Pickup Account.
You will need to add your Penguin Pickup Account number next to your Last name.

When checking out your online order, simply enter the address of your Penguin Pickup location of choice as your Ship To address.

Example:

I can't type in my account number at checkout.

If you're unable to include your Penguin Pickup account number next to your last name. Try to include the account number in the secondary address line.

Are there any size restrictions on my package?

We do have limits for oversized items. Please click here for more information. The restrictions in the link are only for inbound packages. Please click here for more information. 

What is my Penguin Pickup Account number?

The Penguin Pickup account number is an 8-digit alphanumeric code that identifies your account.

The Penguin Pickup account number needs to be added to your last name when shipping packages to any Penguin Pickup store.

To find your account number, please log in to your Penguin Pickup account, navigate to the My Order History section, and select View Account #.

Parcels without account number have the risk of not being accepted.

Can I order food and perishables to PenguinPickUp?

Food items will only be accepted from our retail partners. For a list of our retail partners, please visit our website.

What happens when my order arrives at Penguin Pickup?

Once your order arrives at a Penguin Pickup location, you will be notified via email and/or SMS once it is ready to be picked up.

My package has not arrived yet. How can I check its status?

Until your package has arrived, Penguin Pickup 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.

Are my packages safe at Penguin Pickup?

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

So, I can ship anything to Penguin Pickup?

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

Where can I order packages from?

You can order packages from any online retailer that ships to Canada! You must have an active subscription when your order arrives and when you visit the store to pick up.

Picking up your packages from Penguin Pickup

Can a friend or family member pick up my packages on my behalf?

The first time you send a package to Penguin Pickup, you will have to pick it up yourself by presenting your pickup confirmation text or email and a piece of government-issued photo ID.

After your first pickup, you are more than welcome to send someone else to collect an order on your behalf.

Please log into your account, go to My Order History, click on details, select Share Pickup Code, and enter the name and email address of the person picking up. The person you designated for pickup will receive a Share Pickup Code email, which they must present to the Penguin Pickup staff to collect your parcel.

What is my Share Pick Up Code - Is this the same as my Penguin Pickup Account number?

No, your Penguin Pickup Account Number is a unique identifier used to link packages with your account. Our Share Pickup Code feature allows you to authorize friends or family members to collect packages on your behalf.

This is not your account password, nor does it provide access to any of your personal information. It only allows someone to pick up on your behalf. This is not relevant to business subscribers.

Account

How do I change/update my account/payment options?

To change your payment method, simply log into your Penguin Pickup Account, navigate to the My Order History section, and select Manage Subscription. From there, you can add a new card, delete your old card, and select a default payment method.

Can I share my Account with family and friends?

If you have an Individual Monthly or Pay Per Use subscription, you cannot share your account with others. The name on your package must match the name on your account.

If you have a Business subscription, you can add up to 4 authorized users for your account.

Help! I got locked out of my account.

If you are experiencing issues with your Penguin Pickup account, please try resetting your credentials using forgot password.

I received a notification from Penguin Pickup but did not order anything. What do I do?

If you received a notification but didn't place an order to be shipped to Penguin Pickup, please contact us at info@penguinpickup.com

My shipping company says that my package was received by Penguin Pickup, but I haven't received a notification. What do I do?

Packages are received into your account immediately upon arrival. If a package has been delivered, but you did not receive a notification from Penguin Pickup, please contact us at info@penguinpickup.com

Can I change my Penguin Pickup Account email address?

You can change your account email address by logging in and navigating to the My Profile section.

For any questions or concerns, please contact us by email at info@penguinpickup.com

Penguin Pickup Location and Hours

How do I find the closest Penguin Pickup location to me?

Please click here to see a map of our locations!

What are Penguin Pickup operating hours?

Our operating hours vary by location. Please see our locations list and their respective operating hours by visiting 
https://penguinpickup.com/Location

How do I contact Penguin Pickup?

Please contact us at info@penguinpickup.com if you have any questions, concerns, or feedback.

Other

Can I use Penguin Pickup services for my business?

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

What kind of courier drop-offs do you accept?

To find out what couriers are accepted at each Penguin Pickup location, click here https://penguinpickup.com/Location

What is ReturnBear?

ReturnBear is a returns platform powering Canada’s first end-to-end reverse logistics network. Brands using ReturnBear can offer self-serve returns to their customers, along with convenient package-free drop-off options for immediate refunds. They can count on ReturnBear to gain visibility into returns across sales channels, save on return shipping costs, and get products back into forward-supply faster.

Penguin Pickup locations are now proudly part of the ReturnBear drop-off network. 

For more information, go to ReturnBear - Platform

A courier redirected my package to Penguin Pickup, how long will you hold it for?

The holding period for packages redirected to Penguin Pickup will vary depending on the courier. If you are unsure how long your package will be held for, please check your delivery notice or the courier’s tracking page for more information.

Can I order packages with duties to Penguin Pickup?

No, if there are outstanding fees owed upon delivery, Penguin Pickup will not be able to accept your package. Please ensure any duties or fees are paid prior to delivery.

What do I need to pick up my Penguin Pickup package?

In order to pick up a package, you must have an active subscription and bring your pickup notification text or email and a physical piece of government-issued photo ID (passport, age of majority card, driver’s license).

What are the subscription plans, and what does it include?

Penguin Pickup Get It offers three plans to meet your out of home delivery needs. As a member you can select your plan after signing up for your account and are able to cancel at any time. Reoccurring plans are billed monthly from the day you sign up. 

What if I want to cancel?

You can cancel your monthly subscription at any time by signing into your account, navigating to the Manage Subscription section, and selecting Cancel Plan.

 

How long will Penguin Pickup hold my packages?

All Penguin Pickup packages are held for 21 days after they are received. This does not apply to packages redirected to Penguin Pickup by our courier partners or orders placed online through our retail partners.

What happens if I do not pick up my parcels after 21 days?

Any Penguin Pickup package held for more than 21 days will be subject to an $8.99 one-time fee.

In the event that a package has not been picked up within SIXTY (60) DAYS, it will be considered abandoned, unless Penguin Pickup agrees in writing, in advance, to hold your parcel for a longer period of time.

There will be an additional charge of $1.00/day for parcels that remain unclaimed after 30 days, up to 60 days in total. The applicable tax will be added to all charges.

What is the refund policy?

Penguin Pickup offers a 30-day subscription, canceling the subscription will not make you eligible for a refund, unless Penguin Pickup charged you after you cancelled the subscription.

What is the difference between Penguin Pickup Get It and pay per use plan ?

Is this a contract?

Penguin Pickup Get It is a 30-day subscription that you can cancel at any time. You must agree to the terms and conditions to use our services.

Why would I need to sign up for a subscription?

An unique Penguin Pickup account number is generated when you sign up. This is how we identify your package once in our stores. For your convenience we will also notify you once we receive a package in store for you to pick-up.

When would I not need a subscription?

You will not need a subscription for the following cases:

  1. When you order from a retailer partner. 
  2. When you have a Courier Door tag.
  3. When you need to ship packages from a Penguin Pickup store.     
For a complete list of our retail partners, please visit our website.

 

Do I need a subscription when ordering from your retail partners?

You will not need a subscription when ordering from one of our retail partners
For a complete list of our retail partners, please visit our website.

Choose Penguin Pickup as a pickup option when ordering from one of our listed retail partners.

When Penguin Pickup shows up as a pickup option during checkout, you will not be asked to put in a Penguin Pickup address or your PPU account number.

 

When I order parcels to be delivered to my home, sometimes the courier company will deliver my package to my closest Penguin Pickup location. Will I need a subscription to retrieve my package?

If the courier redirected your package after attempting delivery to your home, you will not need a Penguin Pickup Get It subscription to pick up your parcel.

The courier will leave you a note indicating your parcel was delivered to a Penguin Pickup location.

Will I need to subscribe if I want to drop off my online returns and/ or ship out a package?

A subscription is not required for dropping off online returns, shipping out parcels or purchasing packaging materials or other items for sale at a Penguin Pickup store.

How do I switch between subscription plans?

You can change your Penguin Pickup Get It subscription by logging into your account and navigating to the Choose Plan section.

 

How do I pay for my single use and/or storage fees?

Please pay in store. We accept Visa, Mastercard, AMEX and debit only. No cash

How do I address my package to Penguin Pickup?

The first and last name on the parcel needs to match the first and last name on the Penguin Pickup Account.
You will need to add your Penguin Pickup Account number next to your Last name.

When checking out your online order, simply enter the address of your Penguin Pickup location of choice as your Ship To address.

Example:

I can't type in my account number at checkout.

If you're unable to include your Penguin Pickup account number next to your last name. Try to include the account number in the secondary address line.

Are there any size restrictions on my package?

We do have limits for oversized items. Please click here for more information. The restrictions in the link are only for inbound packages. Please click here for more information. 

What is my Penguin Pickup Account number?

The Penguin Pickup account number is an 8-digit alphanumeric code that identifies your account.

The Penguin Pickup account number needs to be added to your last name when shipping packages to any Penguin Pickup store.

To find your account number, please log in to your Penguin Pickup account, navigate to the My Order History section, and select View Account #.

Parcels without account number have the risk of not being accepted.

Can I order food and perishables to PenguinPickUp?

Food items will only be accepted from our retail partners. For a list of our retail partners, please visit our website.

What happens when my order arrives at Penguin Pickup?

Once your order arrives at a Penguin Pickup location, you will be notified via email and/or SMS once it is ready to be picked up.

My package has not arrived yet. How can I check its status?

Until your package has arrived, Penguin Pickup 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.

Are my packages safe at Penguin Pickup?

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

So, I can ship anything to Penguin Pickup?

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

Where can I order packages from?

You can order packages from any online retailer that ships to Canada! You must have an active subscription when your order arrives and when you visit the store to pick up.

Can a friend or family member pick up my packages on my behalf?

The first time you send a package to Penguin Pickup, you will have to pick it up yourself by presenting your pickup confirmation text or email and a piece of government-issued photo ID.

After your first pickup, you are more than welcome to send someone else to collect an order on your behalf.

Please log into your account, go to My Order History, click on details, select Share Pickup Code, and enter the name and email address of the person picking up. The person you designated for pickup will receive a Share Pickup Code email, which they must present to the Penguin Pickup staff to collect your parcel.

What is my Share Pick Up Code - Is this the same as my Penguin Pickup Account number?

No, your Penguin Pickup Account Number is a unique identifier used to link packages with your account. Our Share Pickup Code feature allows you to authorize friends or family members to collect packages on your behalf.

This is not your account password, nor does it provide access to any of your personal information. It only allows someone to pick up on your behalf. This is not relevant to business subscribers.

How do I change/update my account/payment options?

To change your payment method, simply log into your Penguin Pickup Account, navigate to the My Order History section, and select Manage Subscription. From there, you can add a new card, delete your old card, and select a default payment method.

Can I share my Account with family and friends?

If you have an Individual Monthly or Pay Per Use subscription, you cannot share your account with others. The name on your package must match the name on your account.

If you have a Business subscription, you can add up to 4 authorized users for your account.

Help! I got locked out of my account.

If you are experiencing issues with your Penguin Pickup account, please try resetting your credentials using forgot password.

I received a notification from Penguin Pickup but did not order anything. What do I do?

If you received a notification but didn't place an order to be shipped to Penguin Pickup, please contact us at info@penguinpickup.com

My shipping company says that my package was received by Penguin Pickup, but I haven't received a notification. What do I do?

Packages are received into your account immediately upon arrival. If a package has been delivered, but you did not receive a notification from Penguin Pickup, please contact us at info@penguinpickup.com

Can I change my Penguin Pickup Account email address?

You can change your account email address by logging in and navigating to the My Profile section.

For any questions or concerns, please contact us by email at info@penguinpickup.com

How do I find the closest Penguin Pickup location to me?

Please click here to see a map of our locations!

What are Penguin Pickup operating hours?

Our operating hours vary by location. Please see our locations list and their respective operating hours by visiting 
https://penguinpickup.com/Location

How do I contact Penguin Pickup?

Please contact us at info@penguinpickup.com if you have any questions, concerns, or feedback.

Can I use Penguin Pickup services for my business?

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

What kind of courier drop-offs do you accept?

To find out what couriers are accepted at each Penguin Pickup location, click here https://penguinpickup.com/Location

What is ReturnBear?

ReturnBear is a returns platform powering Canada’s first end-to-end reverse logistics network. Brands using ReturnBear can offer self-serve returns to their customers, along with convenient package-free drop-off options for immediate refunds. They can count on ReturnBear to gain visibility into returns across sales channels, save on return shipping costs, and get products back into forward-supply faster.

Penguin Pickup locations are now proudly part of the ReturnBear drop-off network. 

For more information, go to ReturnBear - Platform

A courier redirected my package to Penguin Pickup, how long will you hold it for?

The holding period for packages redirected to Penguin Pickup will vary depending on the courier. If you are unsure how long your package will be held for, please check your delivery notice or the courier’s tracking page for more information.

Can I order packages with duties to Penguin Pickup?

No, if there are outstanding fees owed upon delivery, Penguin Pickup will not be able to accept your package. Please ensure any duties or fees are paid prior to delivery.

The subscription that delivers,
even when you're not home

Bid farewell to delivery anxiety with our subscription service. Your parcels stay safe with us, avoiding
porch pirates and delivery drama. It's like a spa day for your packages — minus the cucumbers.

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No missed deliveries

‘Sorry, we missed you' is so last season. Enjoy the peace of mind of never missing a delivery again. Sounds nice, doesn't it?

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Growing number of locations

Enjoy the convenience of having a growing network of PenguinPickUp locations close to where you live

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Flexible subscription tiers

From the occasional item to lots of things all the time. Flexible pricing tiers available that fit your lifestyle - even for those late night shopping sprees.