FAQ
Normally, once an order is placed it takes 48 to 72 business, non-statutory holiday hours for the package to arrive.
Good to know: Planet Courier can sometimes make deliveries on weekends if the package is ready and if they have staff available.
If you ordered Helix equipment, log in to My Account to view the delivery status, or access Planet Courier’s detailed tracking by clicking on the tracking number.
Important: For your first login to My Account, enter your email and the temporary 4-digit PIN you received when you subscribed. Learn more.
To track a shipment of a non-Helix product, enter your Videotron account number without the dashes in the Tracking number box on the Planet Courier website and click on Track.
You will find the tracking number for Helix products in My Account.
You will also find the delivery tracking number in the Helix Order Confirmation email sent to you on the day you ordered the equipment.
If you can’t find this email, check your spam folder or contact Customer Service.
For any other product, the tracking number will be your Videotron account number (displayed in the top right-hand corner of your invoice), without the dashes.
Check the delivery status with Planet Courier directly, using the tracking number found in the Helix Order Confirmation email sent on the day you ordered the equipment.
On the day of delivery, the delivery person will ring your doorbell and give the package to whoever is there to receive it. If no one is home, the delivery person will leave a note with the information on how to retrieve the package and the telephone number to contact the carrier.
If you haven’t received you package, check the delivery status:
For Helix, log in to My Account, or click on the tracking number in the order confirmation email.
For another product, enter your Videotron account number, without the dashes, in the Tracking number box on the Planet Courier website, and click on Track.
If the delivery is less than 24 hours late, contact Planet Courier directly at 438-896-4009.
If your delivery is more than 24 hours late, contact our Customer Service.
You can schedule a new delivery with our partner, Planète Courrier. Schedule it online or call 438-896-4009 and make sure you have your package tracking number or Videotron account number handy.
You can schedule a new delivery with our partner, Planète Courrier. Schedule it online or call 438-896-4009 and make sure you have your package tracking number or Videotron account number handy.
Contact our Customer Service to get the help of a representative.
Contact our Technical Support to have a representative diagnose the issue.
If your package doesn’t match your order (e.g., incomplete or duplicate equipment), contact Customer Service. A representative will check the situation with our partners.
Once an order has been confirmed online or with a representative, it cannot be cancelled. However, you can refuse the package when the delivery person comes by and then call Customer Service. If you have already accepted the package, please contact Customer Service.
Contact Customer Service.
Does the delivery status indicate “Delivered,” but you haven’t received your package yet? If the situation persists for more than 72 hours, contact Customer Service.
You can track your package directly through the seller who sold you the equipment.
