Once a package leaves an LVK facility, the carrier controls it. For tracking questions and delivery issues, contact the carrier directly using the table below. LVK Customer Support gets involved once a carrier confirms a package is lost or damaged, or when a package never receives a first scan, because those cases require a claim.
Table of Contents
How to Handle Carrier Issues
If a Package Is Lost or Damaged
- Contact the carrier first and ask them to confirm the package is lost or damaged.
- Review How to File a Carrier Claim to see what the claim requires.
- Submit a ticket to LVK Support using the Carrier Claims category. Support helps you start the claim.
If a Package Has No First Scan
A first scan is the carrier's initial physical scan of a package after pickup. When a package has no first scan and the ship date has passed by the window below, LVK inspects the shipment and determines whether you qualify for a shipping credit.
- Review the No First Scan article to confirm your shipment qualifies.
- Submit a ticket to LVK Support using the Carrier Claims > No First Scan category.
Attach everything the carrier gave you (case numbers, chat transcripts, email confirmations) to your ticket. Claims without carrier documentation take longer to resolve.
How to Contact Specific Carriers for Resolution
Reach out to the carrier handling your shipment. Most offer chat or a self-service portal.
| Carrier | Contact | Support Available |
|---|---|---|
| ACI Logistics | Track My Parcel | Virtual chat |
| AxleHire | Recipient Portal | Virtual chat |
| Better Trucks | Contact Support | BetterBot virtual chat |
| BlueStreak | contact@bluestreak.cc or 1-888-258-7875 | Email or phone |
| Canada Post | Track & Contact | CP Virtual Agent, mobile app |
| Canpar | Contact Us | Canpar Chat |
| DHL | Contact Support | Web form |
| FedEx | Contact Support | Virtual Support Assistant |
| GLS | Contact Us | Expert Chat |
| Passport | partners@passportshipping.com | Email. Passport reviews claim eligibility. |
| Purolator | Contact Us | Purolator Agent virtual chat |
| UniUni | Contact Support | UniUni Help Centre, mobile app |
| UPS | Contact Support | Ask UPS virtual assistant |
| USPS | Contact Support | Phone and web form |
| VEHO | Track Package | Text support, VEHO app |
Shipping with a carrier not listed here? Contact LVK Customer Support with your claim question.