Frequently asked questions

You can view the latest shipping status of your order, at any time, on our tracking page.

Please note that our Customer Service agents only have access to the same information as you, so they don’t know more than what you see on the tracking page.

If you are signed up for our email notifications, you’ll get an email when your order is estimated to be delivered to your door within the next three hours.

This might happen if:

• The shipper hasn’t notified us of the shipment. Sometimes, we might get the information in our system a few hours after you placed your order on the shipper’s website.
• The tracking number doesn’t start with a series of letters followed by a series of numbers, for example, DRNFLY010101010101.
• The tracking number is more than three months old. It’s past its use-by date.

You can usually find your tracking number on the merchant's website (where you made your purchase), as well as in the confirmation email they send you to confirm that your order has shipped.

Not a problem! You can change the delivery address to anywhere within the region we deliver. Please contact us with the tracking number of your order and the new address to make the change.

Keep in mind that address changes are done manually and could cause a slight delay in your delivery. Also, please note that we are unable to deliver to P.O Boxes.

This option is not available at this time.

Sure thing! To change the delivery date, please contact us with the tracking number of your package and the new date you would like your package delivered.

According to your agreement with the merchant, your order may be left in a place deemed safe by the delivery person.

If there’s no secure location to leave the order at the delivery address, it will be returned to the warehouse and delivered the next business day.

We’re sorry for the delay. Our estimates are based on the delivery driver's schedule, but they may have gotten a little behind on their deliveries for the day.

You can check our tracking page for the most up-to-date information that we have on file about your order. If the page indicates that it is still out for delivery, we'll be there as soon as we can be.

This means that we weren't able to deliver your order today.

This may be because:

• Your front door was inaccessible
• The driver wasn't able to complete his route today
• There was no safe place to leave the order
• The driver wasn't able to find the order in the van

We’ll try to deliver your order on the next business day.

At Dragonfly, we continually review and improve our measures to prevent order theft and give our customers the highest-quality service.

Our innovative notification system sends each consumer a personalized notification with an estimated delivery timeframe. This allows for the consumer to prepare themselves to receive their order or ask a neighbor to accept it if necessary.

If a customer doesn’t receive their order, we suggest that they make a claim with the merchant with whom they placed their order.

Pickups are by appointment only, between 9am and 6pm.

To schedule a pickup, please contact us with your order tracking number. An employee at our delivery center will then send you a confirmation as soon as the order is ready for pickup.

Our delivery hours are 7 a.m. to 9 p.m. AEST, seven days a week.

If your order was not delivered to you in person, you should have received the photo of the delivery by email if the merchant has provided us with your email address.

If not, please check your property, mailroom, and neighbor's doors before contacting us. The driver may hide the order to keep it from being stolen, so checking in more hidden areas can be the key to finding your order.

If you do not find it, please contact us immediately to help make this right!

For security and confidentiality purposes, Dragonfly does not know the contents or the value of the orders which are delivered.

We’re so sorry this happened. We continually review and improve our measures to prevent order theft and give our customers the highest-quality service. Please contact us to help make this right!

For security and privacy reasons, Dragonfly doesn’t know the contents or the value of the delivered orders.

We’re sorry about that. If the contents of your order are damaged and unusable when you receive them, you must make a claim with the merchant from whom you made your purchase.

For security and privacy reasons, Dragonfly doesn’t know the contents or the value of the delivered orders.

If your order wasn’t delivered to you in person, you should have received a delivery photo by email if the merchant has provided us with your email address. If you don’t recognize the location of the order in the photo and you haven’t been able to retrieve it, please contact us to help make this right!

For security and privacy reasons, Dragonfly doesn’t know the contents or the value of the delivered orders.

Our delivery procedures have been adapted to offer a contactless service. Customers are no longer expected to sign on our independent delivery contractors’ devices. Our independent delivery contractor will sign N/A (not available) after making sure the order has been delivered to a safe location.

All you need to do is click the “Unsubscribe” link at the bottom of the email you received.

Please contact us to subscribe to email notifications.

You received this email because you recently ordered an item from an online merchant who contracted Dragonfly to deliver it.

You can unsubscribe from notifications by clicking the link at the bottom of the email.

If you have received a suspicious email, call, or text message which appears to have originated from Dragonfly, we recommend you take the following steps:

1. Report the email as junk or phishing to your email provider
2. Forward the email to contact @ dragonflyshipping . com
3. Delete the email

Please be aware that we never request payment or personal information in return for your delivery.

Occasionally, people take advantage of our name and services in a series of email scams known as “phishing.” We urge our customers to be vigilant of such emails and to never respond with any personal information. A good way to recognize phishing emails is through design flaws, misspellings, and unusual requests.

We are committed to protecting your information and are taking all the necessary precautions to protect the security of our network. Please don’t hesitate to contact us if you have questions regarding the legitimacy of an email.

Our Customer Service representatives are available from 8:00 a.m. to 9:00 p.m. (AEST) Monday to Friday, and 8:00 a.m. to 7:00 p.m. (AEST) on Saturdays and Sundays.

Dragonfly is a last-mile logistics company enabling the delivery of more than 600,000 orders every day all across Australia, Canada and the US.

Headquartered in Montréal, Canada, we employ more than 2,500 permanent staff, constantly opening new sorting stations and expanding its network in Australia, Canada and the US.

We think of ourselves as more of a technology platform than a traditional transportation company. That’s because our advanced software infrastructure continuously optimizes our delivery routes, making us faster and more efficient and giving us a clear competitive edge.

Dragonfly's mission is to give customers the most reliable, responsive home delivery service. To do this, we use route optimization technologies to minimize our independent delivery contractors’ travel time from one delivery to the next.

Since the number of orders to be delivered varies greatly from one distribution centre to another, our independent delivery contractors aren’t assigned quotas. Our only goal is customer satisfaction.

At Dragonfly, our clients' orders are delivered by independent contractors and their drivers. You can visit the Independent Delivery Contractors (IDC) page to find out more.