Frequently asked questions
general questions
What is Fly and Fetch?

Fly and Fetch is a modern international shipping provider. We are up to 80% cheaper than most courier services and up to 2x faster as we deliver in just 2-4 days!

Who can use Fly and Fetch?

Anyone who is 18 years older can use Fly and Fetch. Each member needs to go through the Fly and Fetch verification process.

Is Fly and Fetch safe to use?

Yes! Safety is one of our top priorities. We are trying our best to provide the best shipping experience for everyone! We are very transparent about who we are as a company. We respect your privacy and we do not share any information with external stakeholders.

Who are the people behind Fly and Fetch?

Fly and Fetch is a start-up company based in Edmonton, Alberta. The company started when co-founders, Shelvie and Victoria realized that they were both very dissatisfied with expensive international shipping costs. Fly and Fetch’s mission is to make international shipping cheaper, faster, and friendlier.

To learn more about our team, visit our about page

Yes, Fly and Fetch is a legal entity. Our company does not condone any illegal activity. Hub Managers and Travellers inspect all packages that will be delivered. Senders are obligated to give an unpacked item. If Items require special packaging, this should be provided by the sender.

Fly and Fetch also requires all members to comply with airport security regulations and pay the fees of international import/export and customs law. We always recommend our users to check the regulations of every country they are travelling to, including stopovers.

Any member of the Fly and Fetch community that violates our terms of service are promptly flagged and removed from our roster.

Does Fly and Fetch have a referral program?

Yes, we are currently working with travel agencies. If you’d like to learn more or collaborate with us, email [email protected].

How can I contact Fly and Fetch?

The best way to contact us is through Facebook Messaging. You can send us a message from our contact page, or via [email protected]. Another option is to call Shelvie (780 995 0398). We’ll try to respond as soon as we can.

Connect with us on Instagram, Facebook as a sender, or Facebook as a traveller

How do I delete my account?

Noooooooo. Are you sure? We truly care about you and we will miss you! If you wish to delete your account, please email [email protected] so we can process that for you. Please give us up to 3 business days to process your request.

I didn't receive an email notification. What can I do?

We're sorry to hear that. Please try these remedies:

  1. Check your spam.junk folder
  2. Double-check if you entered the right email address in your profile page
  3. If all else failed, send an email to [email protected] Subject: Email Notification
sender questions
How does sending a package through Fly and Fetch work?

It’s very easy to send a package via Fly and Fetch!

  1. Pick your departure and destination
  2. Estimate the weight of your shipment
  3. Fill up the required information
  4. Pay our $10 non-refundable reservation fee
  5. Give your package to one of our hub managers
  6. After package inspection, you will receive an invoice
  7. We deliver the item to the destination and our Hub Manager will connect with your package receiver
Why do I need to pay a $10 non-refundable reservation fee?

We have a limited capacity and our shipments fill up very quickly. By paying a non-refundable reservation fee, we make sure our space is used efficiently.

How can I pay my invoice?

You can use any of the following cards: VISA, VISA Debit, MasterCard, Discover, JCB, and American Express. If you live in Canada, you can also send your payment via e-transfer to [email protected] using the security answer shipment.

I need to add more items to my shipment, how can I do it?

You will need to contact your hub manager and confirm if there is still enough capacity to ship your additional items.

I won’t be able to send my package. Can I cancel my shipment request?

Yes, you can contact us at [email protected] or contact your hub manager. You will not be charged for the capacity (weight) reserved, but we cannot reimburse the $10 reservation fee.

How can I contact my hub manager?

After paying your reservation deposit, you will receive an email with your hub manager’s information. You can also find this information on your dashboard.

Why do I need to pay local delivery fees?

Our fees only cover international shipping. Local delivery is an additional service. Receivers can pick up the package at the hub location for free.

What local couriers does Fly and Fetch use?

Our Hub Managers will communicate with you on the details of your package and how it will be delivered locally. In the Philippines, intercity delivery is done through LBC.

I can’t drop off my package. Do you offer pick-up services?

Yes, you will need to cover the additional fees. Please contact the hub manager assigned to your shipment to arrange the details.

Can you buy something for me? How does it work?

We have personal shopper services. Our hub managers will carefully buy and pack the items you need. You will be charged for the additional services.

My receiver’s information has changed. How can I update this information?

For any change you need to make, please contact the hub manager assigned to your shipment.

How can I make sure my package will be handled with care?

Our verified travellers and hub managers receive special instructions to make sure your packages are safe. In the event that the packages are lost or damaged, Fly and Fetch will communicate with you and take care of the matter. We believe that communicating with our users helps their experience with us to be better.

Is there a list of items I cannot send?

Yes! Check this list to know what items cannot be sent. Take note that different states may have different policies, so we encourage you to check beforehand to avoid any turbulence.

Fly and Fetch encourages you to pay duties and tax, as it is applicable to the item being shipped. Fees might be charged to you after the items arrive at the destination. Refer to some of these links that may answer your questions.

Bringing items to Canada

Taking items outside of Canada

traveller questions
What is the Fetcher Program?

The fetcher program pays your flight ticket or part of the ticket in exchange for your luggage space. We are a modern shipping company that helps people from all over the world to stay connected with their family and friends by providing them with affordable shipping services. As our fetcher/traveller your only job is to take those packages on the plane with you! All the packages are previously inspected by our hub managers and we require our travellers to check the packages too.

How do I become a fetcher or traveller for Fly and Fetch?

Fly and Fetch pays up to 100% of your flight tickets in exchange for your luggage space. Sign up here. We will contact you if you have been pre-selected to travel for us. Our selection is based on your destination and available dates to travel. Best of Luck!

Why does Fly and Fetch require a verified status?

Verifying your account means safety for everyone within our community and we want to do the same for you. We look forward to having safe transactions with you, hence, we strictly adhere to our safety protocols including gathering only necessary information.

I can’t see my destination.

This means the destination is not open yet. You can register to receive a notification on the sign up page and we will contact you as soon as we open that destination.

Do I need a flight ticket to apply?

We recommend our travellers to have already securely planned their trips. You may begin contacting us as soon as you have your flight ticket. After purchasing and confirming your flight, Fly and Fetch can then move to reimburse you for the flight ticket once you are a verified traveller. It’s that easy and simple!

If you do not have your ticket yet, you can also apply. We will contact you and let you know if you have been selected to be one of our travellers.

hub manager questions
How can I become a Hub Manager?

Sign up here and follow the simple application process steps. We are always happy to expand our reach provided that your location makes the best sense for our company to grow.

Is this a full-time position?

Our hub managers are independent contractors. It is not considered a full-time position. If you need more details before applying, please email us at [email protected]. Subject: Hub Manager.