Frequently
Asked
Questions

At Reliable Logistics, we value your feedback and are committed to providing exceptional service. Whether you have a compliment, concern, or complaint, we’re here to help and ensure your feedback reaches the appropriate team.

Service, Delivery & Product Concerns

Please contact our Customer Service team if your inquiry relates to:

• Delivery service concerns
• Shipping or delivery delays
• Lost, damaged, or missing shipments
• Delivery driver service
• Warehouse or fulfillment services
• Product concerns
• Order issues
• General customer service
• Tracking questions
• Returns or delivery problems

Contact Customer Service:

📧 service@reliablelogistics.ca

Accessibility Feedback

Reliable Logistics is committed to providing accessible goods, services, and facilities for all customers.

If you have feedback regarding the accessibility of our services or require communication in an accessible format, please contact us.

Accessibility Contact:

📧 service@reliablelogistics.ca

We will provide or arrange accessible formats and communication supports upon request.

Concerns About a Reliable Logistics Employee

If your concern relates to the conduct or behaviour of a Reliable Logistics employee (other than a delivery service issue), please contact our Management Team directly for a confidential review.

Examples include:

• Employee conduct
• Workplace behaviour
• Professionalism concerns
• Ethical concerns

Confidential Contact:

📧 hr@reliablelogistics.ca

Please note: Concerns regarding delivery drivers or delivery service should be directed to Customer Service at service@reliablelogistics.ca so they can be investigated promptly.

What Happens After I Submit Feedback?

Once we receive your feedback or complaint:

1. Your submission will be reviewed by the appropriate department.
2. We may contact you if additional information is required.
3. We will investigate the matter and take appropriate action where necessary.
4. We aim to review all feedback within a reasonable timeframe and resolve concerns as quickly as possible.

All complaints are handled in accordance with Reliable Logistics’ internal complaints process.

Customer Service Coverage

Standard Hours of Operation

Monday to Friday – 9:00am to 5:00pm (EST)
(excludes statutory holidays)

Email: service@reliablelogistics.ca
Escalation: darlener@reliablelogistics.ca

After-hours and weekend coverage

Any request sent outside standard hours of operation will be actioned the following business day.

For time sensitive matters sent outside standard hours of operation, forward the email to darlener@reliablelogistics.ca or call 416-938-7019

I am in need of general information on my order/shipment.

We are happy to assist but need more information. Please contact Customer Support service@reliablelogistics.ca at service@reliablelogistics.ca and provide your tracking number and one of our team members will contact you to help resolve your question.

If you have a billing question for a package you received, please contact the merchant directly.

Head Office

Reliable Logistics
1575 South Gateway Rd.
Mississauga, ON L6S 3L2
Canada

Customer Service
📧 service@reliablelogistics.ca

General Inquiries
📧 info@reliablelogistics.ca

Telephone
📞 905-670-1234

Our Operations

Reliable Logistics has operations strategically located throughout Canada and the United States to support domestic and cross-border transportation, warehousing, fulfillment, and distribution.

Canada

• Vancouver, BC
• Calgary, AB
• Toronto, ON
• Montreal, QC

United States

• Los Angeles, CA
• Chicago, IL
• Buffalo, NY
• Newark, NJ
• Dallas, TX
• Miami, FL

How Can We Help?

Whether you have questions about a shipment, fulfillment services, warehousing, transportation, returns, or your account, our Customer Service team is here to help.

Customer Service
📧 service@reliablelogistics.ca

For general business inquiries, partnership opportunities, or sales questions, please contact:

General Inquiries
📧 info@reliablelogistics.ca

Or call us at:

📞905-670-1234

Frequently Asked Questions

Do you have warehouses across Canada?
Yes. Reliable Logistics has operations in Vancouver, Calgary, Toronto, and Montreal.

Do you have locations in the United States?
Yes. Our U.S. operations include Los Angeles, Chicago, Buffalo, Newark, Dallas, and Miami.

Where is your head office?
Our head office is located at 1575 South Gateway Rd., Mississauga, Ontario, Canada.

How do I contact Customer Service?
You can reach our Customer Service team by emailing service@reliablelogistics.ca.

How do I contact Reliable Logistics for general inquiries?
Please email info@reliablelogistics.ca or call our main office.

If your shipment arrives damaged or is lost, a claim may be submitted for review.

Required Information

Please provide the following:

• Tracking number
• Proof of value or invoice (non-commercial invoice)
• Photos of damaged items (if applicable)
• Photos of packaging materials (if applicable)
• Description of the damage (if applicable)

Steps to Submit a Claim if Damaged

1. Document all visible damage immediately.
2. Keep all original packaging materials.
3. Contact Customer Support or submit a claim online.
4. Provide all required documentation.
5. Await claim review and investigation.

Steps to Submit a Claim if Lost

1. Contact Customer Support at service@reliablelogistics.ca or submit a claim online.
2. Provide all required documentation.
3. Await claim review and investigation.

Important Notes

• Claims should be submitted as soon as possible after delivery or as soon as the package is deemed to be lost.
• Failure to retain packaging materials may impact claim review for damaged packages.
• Additional documentation may be requested.

Claim Review Timeline

Claim timelines vary depending on shipment complexity and documentation completeness. If your claim is approved refunds are typically processed within 30 days of the investigation’s conclusion. You will receive notification once the refund has been issued.

Frequently Asked Questions

Q: Why do you need the non-commercial invoice?
A: The carrier requires this document to open a formal investigation and confirm the parcel details.

Q: What happens if the parcel is found and redelivered?
A: In this case, the claim will be marked as Denied, as the issue has been resolved through delivery correction.

Q: What if I don’t have a non-commercial invoice?
A: Please contact Customer Support at service@reliablelogistics.ca for guidance on acceptable documents.