At pickup, the sender reads the pickup code
The driver enters it to record collection. Keep it private until the driver is physically there.
GuelphDrops help centre
Get a clear answer. Then get on with your day.
Find the next step for a direct delivery, account access, proof of delivery, or a safety concern. We keep help specific so you do not have to decode courier jargon.
Try “driver accepted”, “safe drop”, or “password reset”.
Start here
Choose what you need help with.
Each path puts the useful answer or next action first. If a delivery needs attention, include its request number when you contact support.
My signed-in deliveries
Trips booked while signed in appear in your account. For a guest request, contact support with its request number.
Open my account →A delivery needs attention
Use the request number so support can review the next safe step.
Contact support →Pickup, PIN & photo proof
Understand which code is used where, and what a safe drop requires.
Review handoffs →Account & sign-in
Create an account, sign in, or reset your password.
Manage account →Safety & privacy
Read the practical guidance for a direct handoff and where to escalate a concern.
Open safety centre →Service rules & pricing
Check package limits, delivery options, and the terms before you request.
Read service terms →Direct handoffs
A simple record at each important moment.
The route is intended to be one driver from sender to recipient. The proof method helps both people understand what happened without making a stranger responsible for holding a code.
The driver takes the package directly to the recipient
A direct request is not a warehouse or relay service. If delivery cannot be completed safely, it is recorded as an issue instead of being left without approval.
Delivery ends with photo proof or a recipient PIN
Photo proof needs a clear safe-drop note. A recipient PIN is read by the recipient at the door—not shared with the driver in advance.
Contact support
Tell us what happened.
Include your request number, what changed, and a safe callback number. That gives the support team enough context to review the next step.
Common questions
Short answers, before you need them.
If these do not address your situation, use the delivery-help route with your request number rather than guessing about a handoff.
Contact support →When is my delivery request confirmed?
A request is confirmed only when a driver accepts it. If you booked while signed in, your account shows the current status. For a guest request, contact support with the request number.
Can I use a safe drop?
Yes, when you choose photo proof and leave a clear safe-drop instruction. The driver should photograph the package placement, not people. If the location is not safe, the driver should record a delivery issue instead of leaving it.
What is the difference between the pickup code and recipient PIN?
The sender reads the pickup code to the driver at collection. A recipient PIN is read by the recipient at the door for a hand-to-hand delivery. Do not send either code to someone who is not part of that handoff.
How do I change a request or report a failed handoff?
Use delivery help and include the request number. Changes, retries, and returns must be confirmed by support before another handoff is attempted.
How do payment and delivery updates work?
No payment is taken at booking. The displayed delivery fee is due when delivery is completed, and GuelphDrops does not process or hold customer funds. If you booked while signed in, your account is the primary source for status. Provide working phone numbers because email updates may not always be available.
What can I send?
Only a small, sealed ordinary package within the displayed limits. Read the sending rules before booking; prohibited, unsafe, valuable, medical, perishable, or unsealed items are not accepted by GuelphDrops.