FAQs

Penguin Pickup Get It offers two 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. In order to sign up, the customer must have a credit card on file

Penguin Pickup will consider a package abandoned if it has not been picked up within 21 days, unless Penguin Pickup agrees in writing, ahead of time, to hold it.

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.

A 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.

You will not need a subscription for the following cases:

1. When you have a Courier Door tag.
2. When you need to ship packages from a Penguin Pickup store.     

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.

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.

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

In the Penguin Pickup store, you can make payments with Visa, Mastercard, American Express, and debit cards only. Cash is not accepted.

In the case of Partner Shops, you can make payments using a QR code that is provided at the store. 

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:

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.

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.

As a Penguin Pickup Get It Subscriber, you can order packages through any courier company of your choice. You are not limited to using only our designated pickup and drop-off courier partners.

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.

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.

As a Penguin Pickup Get It Member, you can address your packages to Penguin Pickup Lockers in the same way you would a regular Penguin Pickup store. Simply enter the address of your preferred locker during checkout and make sure to include your full name and Penguin Pickup Account Number on the shipping label.

Please note, you must ensure that any packages you order to Penguin Pickup Lockers fall within our size restrictions.

Click here for locker dimensions. 

Locker sizes (mm):

• Small: Small: [502 x 66.8 x 665]
• Medium: Medium: [502 x 162.3 x 665]
• Large: Large: [502 x 353.3 x 665]

Packages must be able to fully fit inside the locker with the door locked. Any parcel that exceeds the stated dimensions may be refused, reallocated to a different Locker (if available), or subject to other measures described Terms of Use. It is the user’s responsibility to comply with the above requirements, as well as those outlined in our Parcel Policy.

As a Penguin Pickup Get It Member, your packages will be held for a total of 14 calendar days. However, additional storage fees will apply after the first 2 days and will continue to accumulate every 2 days after that.

If you do not collect your package within 48 hours of delivery, you will be charged a storage fee of $3.99. An additional charge of $3.99 will be applied for every subsequent period of 48 hours. For more information about our storage fee schedule, please click here.

Please note, tax is not included in the listed costs.

The fees will be automatically applied to the payment method on file for your account at the time of package collection. This includes the initial pickup fee for Pay Per Use Members, as well as any accumulated storage fees.

For more information about our storage fee schedule, please click here.

Please note, tax is not included in the listed costs.

For a complete list of outbound courier services offered at our locations, including Penguin Pickup lockers, please click here.

When your package arrived, you should have received a pickup confirmation email with a scannable barcode. When you visit the Penguin Pickup Lockers to collect your item, simply scan the barcode included in your pickup confirmation email. The applicable box will open automatically so you can retrieve your package.

Please note, we kindly ask that you close the locker after collecting your order so it can continue to be used.

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.

You cannot share your Penguin Pickup Account with others. When addressing a package to Penguin Pickup, the name on your shipping label must match the name on your account and government-issued photo ID.

After your first pickup, you can authorize friends or family for collection using our Share Pickup Code feature.

You cannot change the email address associated with your Penguin Pickup Account.

To change your Penguin Pickup Account name, phone number, or address, simply log into your Penguin Pickup account, click on your name in the top right corner of the page, and select ‘Account Settings.’ From there, you can click ‘Edit’ to change your account details.

Penguin Pickup Get It offers two 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. In order to sign up, the customer must have a credit card on file

Penguin Pickup will consider a package abandoned if it has not been picked up within 21 days, unless Penguin Pickup agrees in writing, ahead of time, to hold it.

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.

A 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.

You will not need a subscription for the following cases:

1. When you have a Courier Door tag.
2. When you need to ship packages from a Penguin Pickup store.     

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.

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.

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

In the Penguin Pickup store, you can make payments with Visa, Mastercard, American Express, and debit cards only. Cash is not accepted.

In the case of Partner Shops, you can make payments using a QR code that is provided at the store. 

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:

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.

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.

As a Penguin Pickup Get It Subscriber, you can order packages through any courier company of your choice. You are not limited to using only our designated pickup and drop-off courier partners.

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.

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.

As a Penguin Pickup Get It Member, you can address your packages to Penguin Pickup Lockers in the same way you would a regular Penguin Pickup store. Simply enter the address of your preferred locker during checkout and make sure to include your full name and Penguin Pickup Account Number on the shipping label.

Please note, you must ensure that any packages you order to Penguin Pickup Lockers fall within our size restrictions.

Click here for locker dimensions. 

Locker sizes (mm):

• Small: Small: [502 x 66.8 x 665]
• Medium: Medium: [502 x 162.3 x 665]
• Large: Large: [502 x 353.3 x 665]

Packages must be able to fully fit inside the locker with the door locked. Any parcel that exceeds the stated dimensions may be refused, reallocated to a different Locker (if available), or subject to other measures described Terms of Use. It is the user’s responsibility to comply with the above requirements, as well as those outlined in our Parcel Policy.

As a Penguin Pickup Get It Member, your packages will be held for a total of 14 calendar days. However, additional storage fees will apply after the first 2 days and will continue to accumulate every 2 days after that.

If you do not collect your package within 48 hours of delivery, you will be charged a storage fee of $3.99. An additional charge of $3.99 will be applied for every subsequent period of 48 hours. For more information about our storage fee schedule, please click here.

Please note, tax is not included in the listed costs.

The fees will be automatically applied to the payment method on file for your account at the time of package collection. This includes the initial pickup fee for Pay Per Use Members, as well as any accumulated storage fees.

For more information about our storage fee schedule, please click here.

Please note, tax is not included in the listed costs.

For a complete list of outbound courier services offered at our locations, including Penguin Pickup lockers, please click here.

When your package arrived, you should have received a pickup confirmation email with a scannable barcode. When you visit the Penguin Pickup Lockers to collect your item, simply scan the barcode included in your pickup confirmation email. The applicable box will open automatically so you can retrieve your package.

Please note, we kindly ask that you close the locker after collecting your order so it can continue to be used.

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.

You cannot share your Penguin Pickup Account with others. When addressing a package to Penguin Pickup, the name on your shipping label must match the name on your account and government-issued photo ID.

After your first pickup, you can authorize friends or family for collection using our Share Pickup Code feature.

You cannot change the email address associated with your Penguin Pickup Account.

To change your Penguin Pickup Account name, phone number, or address, simply log into your Penguin Pickup account, click on your name in the top right corner of the page, and select ‘Account Settings.’ From there, you can click ‘Edit’ to change your account details.