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Frequently Asked Question
DRIVER
Download Darwynn Driver App on your Android or IOS smart phone, follow the instruction step by step for the registration. You will need your driver’s license, vehicle registration, 3 years driving abstract, a police station criminal record report (background check report), a photo of yourself clearly showing your face without glasses, and a valid phone number of yours.
*Criminal record normally takes 2-3month depending on your province, apply ahead of time to reduce your wait time.
Once Darwynn Driver approves you as a driver, you can start taking jobs right the way on your Darwynn Driver Mobile App.
You will be picking parcels from Darwynn Distribution Center after accepting an online order. Following the Darwynn Driver SOP for the standard procedure as your guideline is a must.
Search it again in your car. Call Darwynn Distribution Center for help to see if you forgot it at the warehouse. You will be responsible for lost parcel after collecting all parcels from the Darwynn Distribution Center.
No. Darwynn driver should always avoid walking across customer’s yard/lawn unless you do not have a clean path to reach customer’s door.
Absolutely not, Darwynn driver is not allowed to leave customer’s parcel anywhere else but the front door of single house/ apartment unit and complex building unit unless customer gives clean instructions with evidence such as text message or Darwynn Driver App chat history. Verbal agreement is not acceptable unless followed by a text message and photo to the customer with a confirmation message back from the customer.
Yes, Darwynn Driver should always make this decision based on the safety risk level of the neighborhood. REMEMBER to upload a clear photo to show customer where you hide it.
No. If customer asks Darwynn driver to delivery at his/her door, it’s the driver’s obligation to deliver to the door.
Yes. If the customer is not at home or buzz doesn’t work, Darwynn driver can leave the parcel at concierge. Remember to take a photo of the parcel where you leave, and text the customer to let him/her know.
If you are still delivering other parcels in the area, it’s Darwynn driver’s obligation to re-deliver the parcel. However, let the customer know when you will attempt the re-delivery (right the way, by the end of your shift, or after your shift etc.)
Darwynn driver needs to ensure all parcels collected from Darwynn Distribution Center has no damage (internal damage is not included) before heading out for delivery. Tell the customer to call Darwynn customer service for solution. However, the Darwynn driver will be responsible if customer provides enough evidence to show the Darwynn driver caused the damage.
Try to explain and help the customer to find the parcel or ask the customer to call Darwynn customer service for evidence and solution.
No, Darwynn driver needs to complete current job and bring back all unsuccessful parcels for clearance before taking the next job.
Yes, Darwynn Distribution Center closes at 5:30 pm and all unsuccessful parcels can be returned within 24hour range from the pick-up time.
Call 9-1-1 to report such behavior and mark down the customer’s review in DDS Driver’s App
PACKAGE
You should download the Darwynn Platform app which is available for iPhone and Android smartphones.
You need to get the Darwynn Platform app first. Use your phone to go to your app store (the IOS App Store for iPhone and Google Play Store for Androids), and then search “Darwynn Platform”, click install and wait till it completed. Open the app and follow the onboarding instruction. You need a valid email or a valid phone number for account registration. Only Registered customer can manage the parcel such as communicating with the courier or make a claim for lost parcel.
You can download the Darwynn Platform app or check out our track page on our website to track your parcel status, you need to provide the tracking number obtain from your merchant.
Darwynn validates our driver’s identify and background before signing one up to reduce the risk customer’s parcel being stolen by our driver.
Darwynn driver is required to deliver right to our customer’s door, unless customer calls the driver to give specific instructions on where to leave the parcel.
Darwynn driver is required to ensure the safety of customer’s parcel. Please inform the driver by calling Darwynn customer support or using the Darwynn Platform app to communicate with the driver directly for this matter. Normally the driver will place your parcel at safe place and provide a photo proof.
Darwynn driver is required to call customer for access or instructions on where to leave the parcel. Customer could also communicate with the driver using the Darwynn Platform App to give instructions ahead of time.
Darwynn driver is required to call customer two times and follow with one text message to attempt reaching the customer. You might have unknown number filtered. Please contact Darwynn Driver customer service for verification.
Darwynn driver will leave a door tag on your door or at common poster area, and a text message is generated automatically to customer for missing parcel and self-pickup instructions.
Please contact Darwynn customer service for verification, new arrangement will be made for second delivery depending on your situation.
Yes, please call Darwynn Driver customer service for verification, new arrangement will be made for second delivery.
Please contact Darwynn customer service for confirmation and second delivery attempt.
Darwynn Driver restrict its driver to deliver damaged parcel, please contact Darwynn Driver customer service for verifications. Escalation will determine the result on photo proofs the driver provided.
Darwynn holds no responsibilities on internal damaged parcel, please contact your merchant for solution. Our driver will use the best practice to safely delivery your package.
Please use our track page or Darwynn Platform App to check the photo the driver provided to see where your parcel was dropped off at. Sometimes driver will hide your parcel due to safety reason. Contact Darwynn customer service for lost parcel, escalation team will determine the result based on photo proofs the driver provided.
Darwynn Driver holds no responsibilities on internal damaged parcel, please contact your merchant for solution.
Please use Darwynn Platform App to rate your driver. We appreciate your feedback, and Darwynn Driver is committed to improve every day.
Please contact the driver directly using Darwynn Platform App if your parcel hasn’t been delivered, however Darwynn driver has the right to decline your request for delivery if it’s out of the driver’s delivery area. You could also call Darwynn customer service to update your address for second delivery or self-pickup option.
Yes, customer could try to contact the driver after missing the delivery to see if the driver is still working at the time for second attempt. However, if the driver already finished the job, the customer needs to contact Darwynn Driver customer service for re-deliver.
Please contact Darwynn Driver customer service to check if your parcel has been returned to the distribution center. A customer service representative is able to give you instructions on where and when to pick up the parcel.
Darwynn will attempt to deliver customer’s parcel the second time for free, however Darwynn Distribution Center will only hold customer’s parcel for 30days if the customer misses the delivery the second time. Unclaimed parcels will be sent for disposal. Please call customer service for detail and solution.
If the Darwynn driver already finished his shift, the driver has the right to decline the request. However, customer’s parcel will be returned back to Darwynn Distribution Center and the second delivery will be attempt on the later days. Please call customer service for arrangement.
Customer needs to call Darwynn customer service for other arrangement of the parcel when it needs to be self-pickup. Without formal notice, Darwynn Driver administrator will not release the parcel to anyone other than the consignee.
Darwynn driver is required to verify customer’s ID before handling, or to drop the parcel off at customer’s place with photo proof. Please contact Darwynn customer service for help, an escalation team member will handle your claim.
Please call 9-1-1.
