Frequently asked questions

Expedibus

1.

What are the advantages of using Expedibus to send my packages?

Expedibus brings you the power of a bus transportation network with 135 service points on routes for Orléans Express, Intercar, Autobus Maheux and Transdev-Limocar, and a number of agreements with other transportation companies throughout Québec, Ontario and the Maritimes.

Our parcel delivery service is available 7 days a week and is the fastest in Québec. We’re also there to serve you on weekends and holidays. With multiple departures every day, we offer unbeatable service when it comes to shipping your packages.

2.

Can I send a package anywhere in Canada with Expedibus?

Thanks to our agreements with various passenger transport companies throughout Canada, Expedibus customers can send packages outside of Québec through interconnections with neighbouring provinces. Simply bring your package to your local service point and specify where you want to send it. If our parcel shipping service is available for that city, your package will be sent, and the recipient will be notified as soon as it reaches its destination.

Expedibus rates apply for all packages that are sent out from our network. All packages sent from one of the cities served by our transport partners, like Maritime Bus and Greyhound, are subject to the rates charged by the transport company in question.

To view drop-off points in other provinces, visit the websites of the individual transport companies:

For a package sent from the Maritimes with Courier Express, visit maritimebus.com.

For packages from Montréal to southern Ontario as far as Toronto, or a package from a Package Express service point, see shipgreyhound.ca.

For a package sent from northern Ontario with Ontario Northland, go to ontationorthland.ca.

Operation from one point of service to another

3.

How does Expedibus work?

With 135 service points in Québec, Expedibus customers enjoy an unparalleled frequency of departures and an intercity parcel delivery service that’s among the fastest and most economical in the country. Packages are placed in the buses’ luggage compartments, and can travel as far as the Maritimes or Ontario thanks to our agreements with transport companies in those regions.

4.

How do I check departure times?

Contact your nearest service point or check the transport companies’ schedules on their websites.

5.

How do I find my closest bus station?

Simply enter your postal code on the “Price Calculator” tab

6.

What destinations does Expedibus serve?

Check the “Drop-off Points” page.

7.

How do you calculate the transportation fees?

The cost of a delivery is determined by the weight, the distance travelled and the volume. The basic service fee includes transportation fees from the initial service point to the destination.

Regular charges apply to packages smaller than 0.33 m3 (12 cu. ft.). For packages from 0.33 m3 to 1.10 m3 (12 to 39 cu. ft.), the price is double the regular charge. All shipments for which transportation fees are payable at the destination are subject to additional fees of $3 before tax.
Download our price list here.

8.

How is the volume of a package calculated?

To calculate the volume of your package, click here.

9.

What types of payment are accepted?

Most of our service points accept cash, Interac and credit card payments. Corporate customers can also charge transport fees to their account; these fees are invoiced monthly.

10.

Can the transportation fees for my package be paid upon arrival?

The transportation fees can be paid upon arrival if you prefer. A shipping surcharge of $3, payable upon arrival, will be added to the transportation fees. *

No payment for goods can be added to the amount charged.

* The transporter is not obligated to pay compensation or accept a complaint if the transportation fees have not been paid.

11.

Can I send more than one package at a time?

The price for multiple shipments is calculated according to the destination, the weight of all the packages together, and their volume.

You can send up to 5 packages with the same origin and the same destination in a single transaction. However, each package will have its own tracking number. For example, if 8 packages are sent to the same recipient, 2 transactions will be carried out: one transaction with 5 packages and another with 3 packages.

Picking and delivery

12.

How do you calculate the pickup and delivery fees?

Download our price list here.

For any package with two dimensions larger than 101 cm (40 in), the pickup and delivery fees correspond to twice the regular charge, regardless of the package’s total dimensions.

It is possible to combine several shipments into a single run if they do not exceed a single truckload. If an additional truckload is necessary for a single pickup or a single delivery, the charges apply independently for each load. If a special truck is needed to make the run, special fees will be applied where the service is offered.

13.

Can my package be delivered to my door?

Absolutely! Delivery service is available in several cities in Québec – Hyperlink to download doc #1

Ask for it at the service point from which you’re sending the package, or talk to the agent who contacts you when your package arrives at its destination. If the service is available, the delivery costs will be added to the transportation fees from one service point to the other (pickup + transportation + delivery).

14.

Which service points offer pickup and delivery?

Check our list of service points offering a pickup and delivery service Hyperlink to download the document

15.

Will you deliver my package even if I’m not home?

We will contact you before making a delivery to make sure you are there, or agree on a time that works for you, depending on the requested service (delivery time). You can also ask us to leave the package if we have written confirmation, signed and dated and affixed to your door, so that the driver can collect it as proof of authorization.

Terms and conditions

16.

What are the maximum dimensions and maximum weight of a package?

Package dimensions must not exceed 50* x 100 x 213 cm (20 x 40 x 84 in), for a maximum of 1.10 m3 (39 cu. ft.). The package weight must not be greater than 34 kg (75 lb).

*The height can be up to 60 cm (24 in) if the total volume of the package is 1.10 m3 (39 cu. ft.) or less.

17.

How should I prepare my package?

You are responsible for preparing your package. Make sure that the packing material is strong, safe and appropriate for the contents. Remember that your package will be travelling in the luggage compartment of a bus on Québec highways. Although your package will be safe and we will handle it with care, it is important that you make sure to provide all the necessary protection for your package. Certain service points offer boxes or bags for sale. Contact them directly to find out what packing materials are available and how much they cost.

Packages which are not packed appropriately, or in which the packing material does not protect the contents or might cause damage to other customers’ packages or baggage, will be refused. Packages wrapped in plastic wrap are not accepted.

18.

Can I insure my package?

For a small additional fee, insurance coverage is available up to a maximum of $1000. All the details are provided in our terms and conditions.

Certain packages are transported at the sender’s own risk. Therefore, it is not possible to buy insurance for this type of package. Check the complete list of goods shipped at the sender’s own risk in sections 4, 5 and 6 of our terms and conditions.

19.

Can I send a package with perishable items?

Yes. However, these packages cannot be insured. Perishable products containing ice or any other liquid must be sent in a sealed plastic bag designed for this purpose (available at service points). Perishable products are shipped at the sender’s own risk, so prepare accordingly! Here are a few tips to ensure your package arrives safely:

  • Make sure it is packed in a container that will keep it cold for at least 48 hours. – Bear in mind that the service points do not have refrigerators to keep your package cold, and that your recipient may not pick up their package right away.
  • If you are sending frozen products, eliminate the risk of leaks by wrapping the package contents in a freezer bag, available at service points.
  • When sending your package, always be sure to mention to the agent that the package is perishable, so that the agent can clearly mark it with “Perishable” labels.
20.

Can I send hazardous materials?

We will not transport any hazardous materials because our packages are handled by our dedicated drivers and agents. They are not trained to work with heavy or hazardous materials. In addition, please remember that the packages we transport are placed in the luggage compartment with bus passengers’ baggage. It is essential to ensure that packages pose no risk to our passengers or other road users.

21.

Can I send a fragile or high-value package?

You cannot send packages with a value greater than $1000. Shipping of fragile and uninsurable goods is automatically considered to be at the sender’s own risk. Be sure to use sufficient and high-quality packing materials that will withstand handling and protect your items when packages are stacked in luggage compartments. Ask for “Fragile” labels to clearly identify your package.

Read our terms and conditions for tips on good practices when sending a package.

Parcel tracking

22.

How can I track my package’s progress?

Copy and paste your package number into our “Package Tracker” tab.

If you have several packages en route, you must do this separately for each tracking number.

23.

How can I track my package if I don’t have my package number?

Contact your nearest service point, or the location from which you sent your package, with as much information as you can provide. The agents will try to find your transaction based on your information. If they are unable to do so, ask your shipper to provide you with the information given at the initial service point, or to send you their confirmation email.

Recovery of my package

24.

How much time do I have to come and pick up my package?

The destination service point will keep your package for 10 days if the agent is unable to contact you. If you need a bit more time, let us know and we will try to accommodate you.

If your shipment includes multiple packages, you will be contacted only after all of them are received.

25.

What happens to my package if it has not been claimed after 10 days?

The package is stored free of charge for ten (10) days after the recipient is informed of its arrival. A package that is refused or not claimed in the first ten (10) days can be returned to the sender, if the sender wishes. The sender will then have to pay the return shipping fees (and the original shipping fees, if those fees were to be paid upon delivery). If both the recipient and the sender refuse the package or cannot be reached, the package will be kept for a maximum of 90 days from the date it was sent. After that, the package will be destroyed.

26.

When will I receive my package?

Expedibus does not commit to transporting or delivering a package by a predetermined date. Shipments are subject to the space available in the buses and to certain factors outside of our control (road conditions, weather, etc.). The recipient will be informed as soon as possible of the package’s arrival at the destination service point.

You can track your package by entering your package number in the search section.

27.

How will I know when my package has arrived?

We will contact you to let you know that your package has arrived at your service point. Be sure to provide your shipper with a valid phone number. If you are expecting a package, feel free to contact your service point to find out whether it has arrived, or check our “Package Tracker” section.

28.

Do I need identification to pick up my package?

You must present a valid form of identification in order to pick up your package. If you are picking up a package for someone else, be sure to have the bill of lading with you as an additional form of proof.

If you are picking up a package for your business, you will be asked to provide a business card and/or your account number.

Corporate Accounts

29.

What are the advantages of using a corporate account?

  • 5% discount on fees between service points, starting at a minimum of $80/month (before tax) charged to your account (applied to the invoice);
  • Significant savings on the use of prepaid products like Expedisac envelopes for sending packages that weigh less than 4.5 kg (10 lb);
  • Access to automated pickup and delivery service, if available;
  • Monthly billing;
  • Participation in our exclusive promotions
30.

Can I open a corporate account for my business?

We require a minimum of $50/month in transportation fees between service points in order to open an account. If you think you will reach this target, fill out the account creation form (link to form) and we will contact you to finalize your registration.

31.

Can I receive my invoices via email?

Contact your shipper’s billing department to check whether this option is available.

32.

How do I charge my shipments to my account?

When you come to your service point, you can have the costs for your transaction charged to your account. Simply tell the agent your account number.

When you receive a package to be paid upon delivery, you can charge the costs to your account by giving your account number to the agent at the counter.

33.

Can I create my own bills of lading?

Certain corporate customers are able to generate their own bills of lading. Certain conditions apply; contact your preferred transporter to find out whether this option is available.

34.

Where can I find my account number?

You can typically find your account number on your invoice. If you are at your service point, the agent can find your account number based on your business details. You can also contact your preferred transport company for assistance.

Claim

35.

I can’t find my package. What now?

If you can’t get the answers you’re looking for through our package tracking tool, contact the office from which you shipped the package and ask them to do a complete search for you. A package is considered lost after 30 days of searching for it after the date it was sent. After that point, if the search finds nothing, you have the right to proceed with a complaint.

36.

Who do I contact if I want to make a complaint?

All complaints relating to the shipment of a package must be submitted by the sender in writing to [email protected] within 60 days after the package was sent. It will be forwarded to the transport company involved. The complainant must attach the following to their email:

  • The original invoice indicating the real value of the lost or damaged item;
  • All details relating to the loss or damage;
  • Photos of the item, both packaged and unpackaged;
  • A copy of the bill of lading;
  • The complainant’s full contact information.

Contact us

37.

How to contact us?

  • Orléans Express for the Centre-du-Québec, Montréal, Québec City, Mauricie, Bas-Saint-Laurent and Gaspésie regions; call 1 (833) 449-6446 or send an email to [email protected]
  • For packages in the Abitibi-Témiscamingue region, contact Autobus Maheux at 1 (866) 863-6066 or by email at [email protected]
  • For the Saguenay, Lac-Saint-Jean, Côte-Nord and Québec City regions, contact Intercar at 1 (800) 806-2167 or [email protected]
  • For the Montérégie and Estrie (Eastern Townships) regions, contact Limocar at 1 (866) 692-8899 or [email protected]