Help & FAQ

FlashBird is a premium delivery service specializing in:

Same-Day Delivery (within each metropolitan area):

Next-Day Cross-Regional Delivery:

Special Services:

Allowed:

Restricted/Prohibited:

Please visit flashbird.ca/contact-us for all contact options and support resources.

Log in to the merchant portal, go to My Parcels → Drafts, and click New Parcel. Fill in parcel details (weight, destination, recipient info). Save and confirm to generate the shipment.

The cut-off time is 10:30 AM for same-day delivery requests. Parcels created after this time will be scheduled for the next available delivery window.

Before pickup: You can cancel or edit directly in the merchant portal.

After pickup: Please contact support immediately. Cancellations may not be possible once the driver has the parcel.

Signature-required parcels: The driver will always attempt delivery, regardless of whether they are able to reach the recipient. If the delivery is not completed, FlashBird will automatically schedule another attempt the following day or within two days. Re-delivery attempts are free of charge. After two unsuccessful attempts, we will contact the sender to determine the next steps.

Non-signature parcels: The driver may leave the parcel in a safe location, unless the sender has specified otherwise.

FlashBird provides digital proof of delivery, which may include:

The status is also updated in the merchant portal and tracking page, and recipients will receive an SMS delivery confirmation notification.

If a parcel is delayed or lost:

Yes. Recipients receive a tracking link with an ETA and live map view once the parcel is loaded into the driver's vehicle and the status is changed to "Out for delivery".

Emails: Sent when a parcel is picked up and when it is out for delivery, but only for signature-required or ID verification-required parcels.

SMS: For signature-required parcels, sent one stop before the driver's arrival. For all parcels, sent once the parcel is delivered.

The driver will request ID or signature at the time of delivery. The parcel will only be released once verification is successful. Failed attempts result in a missed delivery and may require re-delivery or contact the sender for updates.

Delivery rates are based on parcel weight, size, destination, service type (same-day or next-day), and any specific requirements such as earlier delivery time, signature, or ID verification. Regional deliveries between Toronto, Ottawa, Montreal, and Quebec City may have different pricing.

You can view the latest pricing details in your merchant portal or request a rate sheet from FlashBird support. Once you create an account, one of our sales representatives will contact you to discuss details, your requirements, and provide the best customized solution fit for your needs. Different businesses have different requirements, and we are happy to talk with you to come up with the best tailored shipping solution. If you do not receive any contact, you can also reach us directly by emailing hello@flashbird.ca.

We do charge for signature and ID-verified deliveries, but fees can be waived depending on shipping volume. By default, signature and ID verification are turned off. Please contact us if you need them enabled. Specialty handling (if applicable in the future) may have surcharges. Fees may also depend on the shipping volume.

Merchants receive a monthly invoice on the 1st day of each month, summarizing all shipments. The invoice includes delivery charges, adjustments, and any credits. You have 7 days to review and make payment.

By default, we use Stripe to collect payment. Download the invoice file, open it, and click the Pay Online button to be directed to the Stripe page. You can use credit card, debit card, etc. to complete payment. Contact us if you want to use other payment methods, such as Interac e-Transfer or wire transfer.

The default payment term is net 7 days after the invoice is issued. Contact us if you need net 15 or net 30 days, which may be available depending on your shipping volume. Late payments may result in service suspension.

Yes. Refund eligibility depends on the service type and cause of delay. If a parcel is lost, a claims process will be initiated, and compensation will follow FlashBird's policy.

Yes. Merchants shipping high parcel volumes may qualify for discounted rates. Please contact sales for details.

Install the FlashBird Shopify app directly from this link: https://apps.shopify.com/flashbird

Requirements:

Once installed, merchants can send orders and create shipments directly from the Shopify Order page.

Yes. We offer a WooCommerce plugin, but this feature needs to be activated for your account. Once enabled, you can download the WooCommerce plugin as a .zip file. Please contact us to enable it.

Yes. FlashBird offers a REST API for developers. You can find the documentation here: https://github.com/andyfang1105/flashbird. Please contact us to enable it for your account.

The API feature must be enabled for your account. Please contact us to request access. Once enabled, you can generate API keys from your merchant portal.

The API allows you to:

If you encounter issues with Shopify, WooCommerce, or API usage:

Special deliveries include shipments that require cold-chain handling, fragile item care, or ID verification (e.g., vape, alcohol, medications).

Cold-chain parcels are transported in temperature-controlled conditions to ensure products remain safe and effective. Please pack items appropriately before pickup.

Fragile items receive extra handling and secure placement in the delivery vehicle. Merchants should also label the package clearly as "Fragile."

For shipments such as vape, alcohol, or medications, recipients must provide valid government-issued photo ID. Drivers will record the recipient's date of birth for verification before completing delivery.

Yes, special deliveries may have surcharges depending on the type of service required. Contact us to discuss pricing and potential fee waivers based on shipping volume.

ID verification failed: The parcel will not be released and will be rescheduled for re-delivery or returned to the sender.

Cold-chain/fragile items: If delivery fails, our support team will contact the sender immediately to determine the next steps.

Log in to the merchant portal and go to Account Settings. From there you can update your business information, contact details, and billing preferences.

On the login page, click Forgot Password, then follow the instructions in the email sent to your registered address. Or log in to the website, go to Settings → Password Reset.

All policies, including terms of service, prohibited items, insurance coverage, and claims process, are available in the merchant portal or upon request from support.

FlashBird is committed to same-day delivery within the GTA, Ottawa, Montreal, and Quebec City and next-day cross-regional delivery. Service levels may vary depending on weather, traffic, and other external factors.

For all support needs, please visit: https://flashbird.ca/contact-us

You can also include shipment IDs, tracking numbers, or error messages to help us resolve your issue faster.