Most "where is my Purolator package" problems fall into one of four situations. Identify yours first — the right next step depends entirely on which one it is.
Find the right tracking number
Purolator tracking numbers are usually 12 digits, sometimes called a PIN. If a retailer gave you a different-looking reference, it may be an order number — check the shipping confirmation email for the carrier name and number.
Purolator tracking not updating
Tracking only changes when the parcel is scanned. Gaps of a few business days between hubs are normal, especially on long-distance or cross-border legs. Purolator parcels that miss a delivery attempt are often redirected to a nearby Purolator location or Shipping Centre; the tracking page will name it.
Tracking says delivered but nothing arrived
- Check the delivery details on the tracking page: some carriers record a signature name, a photo, or the place the parcel was left.
- Look around the property, with neighbours, building reception, parcel rooms and mailboxes.
- Wait one business day — parcels are sometimes scanned delivered before the final drop.
- Contact the sender. The shipper holds the contract with the carrier and can open an investigation faster than a recipient.
Tracking never moved past 'label created'
This almost always means the sender printed a label but Purolator has not received the parcel yet. Contact the sender, not the carrier — only they can confirm when it was handed over.
When and how to contact the carrier
Contact Purolator through the official support page once the parcel is past its expected delivery date, with your tracking number ready. For damage or loss, the sender usually files the claim.
ParcelPath.ca is independent and not affiliated with Purolator. Always confirm details on the official Purolator site.