Answers to common questions — and a direct line to us when you need it.
You can cancel at no charge up to 2 hours before your scheduled pickup time. Submit a cancellation request here and we'll process your refund within 1–2 business days.
To reschedule, email info@carefulto.ca with your booking details and preferred new date. We'll do our best to accommodate.
We take every precaution with every parcel — but in the event of damage, please email info@carefulto.ca within 48 hours of your scheduled delivery time.
Our full liability policy, including coverage limits and how to file a claim, is set out in our Terms of Service. We respond to all claims within 5 business days.
At the moment of delivery, we take a photo of your parcel at the recipient's door and email it to you directly. You'll receive this confirmation the same day your delivery completes — no need to follow up or chase a tracking link.
Same-day delivery means pickup and drop-off both happen on the day you book. To be considered for same-day service across Toronto, please book before noon.
A $10 rush surcharge applies on top of your standard zone rate. Same-day availability depends on our schedule — if we can't accommodate your request, we'll let you know immediately.
Inner GTA ($25): Toronto, North York, Scarborough, Etobicoke, Markham, Richmond Hill, Vaughan.
Outer GTA & Beyond ($45): Aurora, Newmarket, East Gwillimbury, Bradford, Mississauga, Oakville, Burlington, Guelph, Hamilton, St. Catharines, Niagara Region.
If your destination isn't on this list, email us at info@carefulto.ca before booking and we'll let you know if we can help.
We accept all major credit and debit cards through our secure checkout, powered by Stripe. Payment is collected in full at the time of booking. You'll receive an email receipt automatically.
We do not accept cash, e-transfer, or payment at the door.
Business accounts are available for clients with regular delivery needs. Volume discounts and monthly invoicing are available. Email info@carefulto.ca with a brief description of your volume and we'll put together a custom plan.