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Common Online Questions

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 contact us throught the web chat, email info@novex.ca, or by calling our service agents at 604-278-1935 to reset your ID. 
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, proof of delivereids (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.

Can't find the answer? Call us at 604-278-1935, or email us at info@novex.ca or, use our web chat in the bottom right hand corner. 

 

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