Frequently Asked Questions

Services

What Services do you offer?

We are a Calgary based company and most of our courier services take place right here in the YYC. We also work in Calgary’s surrounding communities, and can ship world wide. We are a full service fleet, from bicycle couriers mobile in the downtown core to 5 ton trucks with power tailgates, and flat deck trucks, we have a vehicle that will suit your needs.

What are the boundaries for Core services?

Core stands for downtown core, and includes much of the commercial core in Calgary. Core or C-services are only used where the pick up location and delivery location are within the core area.

The boundaries for the core area are:

Bow River to the north to 17th Ave
3rd St including East Village is our East boundary
11th St between 1st and 8th Avenue and 14th St between 9th and 17th ave on the West

What are the boundaries for Out of Core Services?

Out of Core is anywhere outside Calgary's downtown commercial core, but still within Calgary's city limits. Out of Core or O-Services are used whenever the pick up location or delivery location are outside of the downtown core but within city limits.

Do you offer services to Calgary's Surrounding Areas?

We offer same-day delivery service to several of Calgary's surrounding areas, including Chestermere, Strathmore, Airdrie, Balzac, Cochrane, Okotoks and High River. Same day deliveries must be ordered prior to 12:00 PM to ensure same day delivery. Packages are delivered between 2:00-5:00 PM to surrounding areas.

We can pick up from surrounding areas in the afternoon between 2:00-5:00 PM for delivery back in Calgary the following morning.

Need a delivery there faster? We also offer a direct drive Hotshot service.

Do you offer national or international services?

Yes, we offer shipping all around the world, partnering with affiliated national and international carriers. Get in touch with us for more information!

Do you have dollies, pallet jacks or forklifts?

Our cargo and minivan drivers are equipped with dollies, while our 5 ton trucks are equipped with both dollies and pallet jacks to make moving your packages easier. None of our drivers supply Forklift services.

Do you supply moving equipment or boxes

We do not supply tarps, blankets, packing supplies or other moving equipment, but our fleet is equipped with dollies and pallet jacks to make moving your packages easier.

What are the cutoff times for placing an order?

Our fleet stops providing regular service at 4:30PM, and regular service jobs placed that extend delivery time past 4:30PM will push delivery for the next day. If you need your packaged delivered in the same-day it may be possible on a faster delivery service.

Deliveries

What if my package can't be delivered?

If your package can't be delivered for any reason we will always keep your package and give you a phone call for more delivery instructions, unless you have already requested otherwise.

You may also choose to have your package left at the delivery location (no signature required), or if you would like us to reattempt delivery. If you have any special instructions for our drivers you can include them in the "instructions" box on the order entry page.

How do I know my package has been delivered?

You can always view the status of your package online under the "Order Status" tab. Order Status is located in the second column beside the unique Order ID assigned to your delivery. Once delivered, the Order Status will read 'Delivered' and the background of the row will be shown in green. Trips that haven't been delivered yet have a grey background.

How can I request that a package be left without a signature?

If you don't require a signature upon delivery, or would like us to leave the package in the mailbox you can include these instructions in the "instruction" box when placing an order.

NSR is shorthand for No Signature Required.
MB OK is shorthand for mailbox okay upon delivery.

How can I obtain a proof of delivery?

You can request a proof of delivery when placing an order by selecting the option "Email Delivery Notification" on the order entry screen. Once selected you will need to enter an email address for us to send our proof of delivery to. You will receive an email automatically as soon as your trip is completed. You can also view a proof of delivery online.

How can I view my proof of delivery online?

If you are using our new order entry system, viewing your proof of delivery online is very easy. Once you have logged into your account, navigate to the "Order Status" tab, or search for the job using your Job ID in "Order Search". Double-click on the job number to view the "Order Detail" page. From here you can see information about your order, from time of delivery, to signatures, and even attached photographs.

Opening an Account

How can I open an account?

It's easy to open an account with us! Please email us at csr@westdirect.ca or click on our 'Open Account' button on our website, and we will be in touch with you soon!

Can I pay for an individual trip with a credit card?

Unfortunately we no longer offer credit card services, however opening an account with us is easy and free! Get in touch with us at csr@westdirect.ca or click on our 'Open Account' button on our website, and we will be in touch with you soon.

How long does it take to open an account?

It can take less than 24 hours to open a new account with us, once your forms have been submitted.

Is there any charge to open a new account?

There are no charges involved in opening a new account with us, however we do have a monthly minimum usage requirement.

Online Accounts

How do I log in to my Online Account?

If you are an authorized user of your account, you should receive a Login Token in your inbox once you have registered with us. Inside this email is a link to your Online Account. Feel free to bookmark this link for future use. If you haven't been registered as an authorized user, please give us a call at 403-264-6666 X2 and we can help you get set up in minutes.

How do I change my address or billing information?

To protect our clients from unauthorized address changes or billing changes, we require you to speak with us in person, or email us from an authorized account at csr@directitgroup.ca. You may also get in touch with us at 403-264-6666 X2 and we will help you make the changes you need.

How do I view an existing order?

You can always view an existing order online under the 'Order Status' tab, or you may search for an order using our 'Order Search' Feature. To view the details of an order, click on the Job ID to navigate to the 'Order Detail' page.

If you can't see the order you just put in under the 'Order Status' tab, try refreshing the page. If you are still having difficulties please give us a call at 403-264-6666 X2.

How do I cancel an order?