One direct chain of custody
The same driver is intended to collect the package and take it directly to the recipient. GuelphDrops is not a warehouse, storage, or driver-to-driver transfer service.
Safety & trust centre
Simple handoffs need clear boundaries.
A direct delivery has fewer moving parts: one sender, one driver, one recipient. This page explains the practical steps that make that simplicity feel safer for everyone.
Direct by design
The safeguards that shape each request.
These operating expectations help senders, recipients, and drivers make a clear decision at each handoff.
Proof at the handoff
A pickup code records collection. Delivery ends with a photo at an agreed safe drop or a PIN read by the recipient in person.
Clear service limits
A driver may refuse an unsafe handoff or item. A request is confirmed only when a driver accepts, and a failed handoff is reviewed before another attempt.
A safer handoff flow
The right detail at the right moment.
Codes should not travel ahead of the package. The driver records a code when the relevant person is present, and the proof method should match the delivery instructions.
Read the handoff guide →Before requesting
Use a small, sealed ordinary package. Give accurate weight, description, contacts, and a clear safe-drop note when choosing photo proof.
At pickup
The sender reads the pickup code to the driver only after the package is ready to hand over. The driver enters it to record collection.
At delivery
For photo proof, the driver follows the agreed safe-drop instruction. For a PIN delivery, the recipient meets the driver and reads the PIN at the door.
If a handoff is not safe
The driver should not leave the package. The request becomes a delivery issue so the next safe step can be reviewed with the sender.
For senders
Make collection predictable and protect the person receiving your package.
- Package the item securely and describe it accurately.
- Be ready during the selected pickup time.
- Keep the pickup code private until the driver is present.
- Tell the recipient if a PIN delivery is coming.
For recipients
Choose a confirmation method you can actually complete.
- For a PIN delivery, meet the driver and read the PIN yourself.
- For photo proof, make the safe-drop instruction specific and reasonable.
- Do not give a code to a neighbour, building stranger, or unknown caller.
- Check the delivery record in the sender’s account when appropriate.
For drivers
Operate the direct route and protect customer information.
- Accept only a job you can complete safely.
- Use customer details only for the accepted delivery.
- Do not request a code before a physical handoff.
- Record an issue rather than leaving a package somewhere unsafe.
Immediate danger
Do not use a delivery app for an emergency.
If anyone faces an immediate threat, call 911 or your local emergency service. Do not wait for a support email, a driver response, or a status update.
Call 911Items we do not accept
Some packages need a different service.
Do not send prohibited, illegal, hazardous, irreplaceable, high-value, medical, perishable, oversized, or unsealed items. The direct delivery rules explain the limits in detail.
Read sending rulesReport a concern
Make the next safe step clear.
For a safety, privacy, or delivery concern, include the request number, the relevant time, and what happened. Do not put a pickup code or recipient PIN in a support request.
Privacy in the handoff
Only the details needed for the direct trip.
The assigned driver needs contact and delivery details to complete the accepted job. A driver is not sent the pickup code or recipient PIN in advance; the relevant person provides it during the handoff.
Read the privacy policy →What does a driver see before accepting a request?
Job information is shown so a driver can decide whether the direct trip is feasible. The product is designed to avoid exposing handoff secrets before they are needed.
What does photo proof capture?
For an agreed safe drop, the driver photographs package placement, not people. Photo proof is a delivery record; it does not replace a safe-drop instruction.
What happens if I choose a recipient PIN?
The recipient must meet the driver and read the PIN. The sender can see the PIN in their account so they can arrange the handoff, but it should be shared only with the recipient.
What should I do if I think my information was used improperly?
Use the safety contact route above and include enough detail to identify the request. You can also make a privacy request through the privacy policy contact.
Payment at delivery
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. For a payment or delivery question, contact support with your request number.