Support email: support@primeroutes.ca

Phone hours: Monday to Saturday, 9 a.m. to 10 p.m.; Sunday, 11 a.m. to 6 p.m. (Eastern)

Mailing address: Obytrics Tech Solutions Inc., 530 Thorold Road, Welland, ON L3C 3W8, Canada

For sales, partnerships, and general questions, use contact@primeroutes.ca. Support requests sent there take longer to reach the right person.

Drivers

Problem on an active delivery: call +1 (289) 278-3951 now. Do not wait for an email reply while you are on a route. In the driver app you can also tap Account, then Call dispatch.
Accident or safety incident: If anyone is hurt or in danger, call 911 first. Once everyone is safe, call +1 (289) 278-3951 so we can update the customer and record what happened.
Payment or earnings: email support@primeroutes.ca with "Driver earnings" in the subject line. Include the order or route reference and the amount you expected.
Account or login: email support@primeroutes.ca with "Driver account" in the subject line. Send it from the email address on your driver account.
Licence, insurance, or documents: email support@primeroutes.ca with "Driver documents" in the subject line. Tell us which document changed or is about to expire.
Application or identity verification: email support@primeroutes.ca with "Driver application" in the subject line
Review of a restriction or removal from the platform: email support@primeroutes.ca with "Account review request" in the subject line. Explain what happened and attach anything that supports your request. A person reviews every request.
Privacy or data request: email support@primeroutes.ca with "Privacy request" in the subject line. You can also delete your account yourself. See how to delete your account.
Tax documents: email support@primeroutes.ca with "Driver tax documents" in the subject line

Customers

Problem with an active delivery: call +1 (289) 278-3951 with your order reference. Calling is faster than email for anything happening today.
Booking a delivery: Book online or request a quote. For changes to a booking, email support@primeroutes.ca with "Booking change" in the subject line.
Tracking and proof of delivery: Use the tracking link in your confirmation email. If proof of delivery is missing, email support@primeroutes.ca with "Proof of delivery" in the subject line.
Invoices and payments: email support@primeroutes.ca with "Invoice question" in the subject line. Include the invoice number.
Lost or damaged shipment claim: email support@primeroutes.ca with "Shipment claim" in the subject line. Include the order reference, a description of the loss or damage, photos, and proof of value. Claims are handled under our Terms of Service.
Account: email support@primeroutes.ca with "Customer account" in the subject line. Send it from the email address on your account.
Privacy: email support@primeroutes.ca with "Privacy request" in the subject line. Our Privacy Policy explains what we collect and your rights.

These are targets, not guarantees. Busy periods and holidays can slow us down.

Active delivery or safety issue: call us during phone hours (Monday to Saturday, 9 a.m. to 10 p.m.; Sunday, 11 a.m. to 6 p.m. (Eastern)). Phone is the fastest way to reach us.
Email to support@primeroutes.ca: we aim to reply within one business day.
Review of a restriction or removal: we aim to acknowledge your request within one business day and tell you what happens next.

Outside phone hours, email us and we will pick it up on the next business day. In an emergency, call 911.