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Business Information

What are Novex hours of operation?

We are open from 7:30am - 5:30pm. We also have an after hours dispatcher available weeknights until 10pm and Sat & Sun from 7:30-10pm (extra charges apply).

Is there a different phone number we can use to get to different extension?

You can call our administration line at 604-278-8044. If you know the extension, you can dial it or press 0 to speak to an operator.


Charges and Fees

The shipper did not have the package ready when the driver arrived and they sent the driver away. Why was I charged when the driver did not pick up my delivery?

If our driver arrives at a pick up location and the item is not there, the driver needs to be compensated for his time and fuel as they have completed a portion of the work. Novex charges half the price of the delivery for the no goods as compensation.

Do you charge by weight or destinations?

Our rates are based on both distance and weight. Please contact our sales department for further rate information at info@novex.ca.

How much does it cost to send something to the island?
The cost depends on the type of service required and destination you desire. Please contact us for a quote at info@novex.ca.


Dangerous Goods

What is considered dangerous goods?

The shipper is to identify which shipments are classified as dangerous goods and to provide the correct documentation. At the time of placing the order, we must be notified if a package contains dangerous goods.

What paper work is required for dangerous goods deliveries?

It is the legal responsibility of the shipper to provide the correct paperwork for dangerous goods shipments. A shipper is required to be dangerous goods certified to send dangerous goods deliveries and should know what type of paperwork is required.

Can I ship dangerous goods on any service?

Dangerous goods must be on a same day service. We do not offer our econo, overnight service, s due to our limitations of proper storage.



When do you add an hour to delivery time, and why?

Please add one hour to deliveries to/from the Fraser Valley, Pitt Meadows and Maple Ridge. This is done due to distance, ongoing construction, and increased traffic congestion.


Opening Accounts

How can I set up an account?

You can apply for an account through our application or you can email your request to info@novex.ca or call 604-278-1935.

When I set up an account will it be in affect immediately?

We do our best to have accounts completed the same day; however it can take longer due to application credit verification. In the meantime you may have the option to place a 'cash call' through one of our customer service representatives.



How can I request a verbal or written POD (proof of delivery)?

Once the delivery has been completed, a Customer Service Representative, CSR, will be glad to send a POD either by fax or email. If a signature is not required, customers can look up the POD themselves on our website.

Can your driver bring waybills? I don't have any Novex waybills.

As part of our commitment to reduce our environmental impact, we no longer use waybills. Everything is done electronically and your order number is your receipt.

Do we courier to out of town locations?

Yes, we service major cities usually the next day and other locations could take anywhere from 2 to 3 business days for delivery.

Why do not we guarantee our services? There are many factors beyond our control which limit us from being able to provide a guarantee for our delivery times including weather, traffic and construction.

Can driver bring packaging (ie envelope, etc)? Novex does not provide packaging; it is the responsibility of senders to ensure proper packaging.

What are the limits in height and length for a mini-van, van and a 1 ton truck?

Minivans can hold 6' long x 4' wide x 3' tall items. Vans hold 10' x 4' x 4'. One Tons hold 15' x 8' x 7' tall.

Can I place orders after hours?

Orders can be placed online after hours, however these orders will not be processed until our next business day. For service outside of our regular hours please call our after hours dispatcher, available weeknight until 10pm and Sat & Sun from 7:30-10pm (extra charges apply).

Can I place an order if I don't have a Novex account?

You can ask to place a "cash call" and we will do our best to accommodate you. Please note that we are not always able to service cash calls during busy peak periods because we need to ensure quality service for our account holders.

How do I know when my delivery has been completed?

Orders can be tracked online from pickup to delivery. Proof of delivery is also contained in this information.

How far do you deliver to be considered same day delivery? We can deliver as far West as Lions Bay and as far East as Agassiz.

Do you deliver to the United States?

Not at this time.

Can you send it same day to Vancouver Island?

We can only do same day to Victoria or Nanaimo. Same day to these areas must either be a Super Hot service placed before 1pm or HOT service placed before 11am.


Online Ordering

Can I change mistakes that I have made on my online account?

Changes can only be made if the status of the order is stated as “open”. This means that the order has not been dispatched. The status of the delivery can be found on the track orders tab on the online ordering site. If the order has been dispatched, please call 604-278-1935.

How do I make a return trip online?

Enter the first leg then press "return trip" - get first order number then press "continue with return trip" then "complete" to get 2nd order number.

How do I switch the pick up and delivery address online?

While still on the order entry page, select the address drop down box and choose either the right arrow for pick-up or left arrow for delivery.

Why am I not getting a price for this job online?

Please ensure you have entered a correct postal code. Also ensure that the vehicle type is correct. If bike is selected and the delivery is not staying within the downtown core, the system will not provide a price.

Where can I write instructions for the driver?

Additional instructions can be placed in the comments field.

Where can I find my old orders online?

A history of old orders can be viewed throught the search tab.

How can I look up my web ID?

Please call our CSRs at 604-278-1935 to retrieve.

What services can I do on my online account?

Many services are available online including opening accounts, placing orders, making delivery corrections (until item is dispatched), obtaining price quotes, POD, viewing invoices and creating and utilize my address book.

What services can not be done on my online account?

The following services are still not accommodated or require further assistance; collect calls, cash calls, freight orders and order correction once dispatched.

What is the difference between ready time and pick up time? ‘Ready' time and 'pick up' time are the same thing. Items should be ready by this time.

What is 'due time'?

Due time is the latest time an item should be delivered.