February 2026
We launched our online knowledge base and live chat and updated our FAQs. This should help customers immediately find answers to the common questions. We also hope to free up some time for our customer care team to focus on other items.
We have made some adjustments to our toll free number to create tickets for each incoming call for those that are unable to use email.
February 2026
Everyone knows, organizing emails and responding in a timely manner is not always possible.
We have invested into a ticketing system to better manage our customer communications. It consolidates conversations (chat, email, voicemail) into a single location.
‘Shipper’s Risk‘, a common clause in the shipping industry has been adopted into our terms and conditions. Similar to these large carriers, we hold no liability for shipping fragile items like TV’s, antiques, and items without original packaging.
We have added clear statements on our website to reflect our legal terms and conditions. Including right on the home page (see below).
We have insurance. If the box is not selected at the time of making a request, we will not insure the items.
Similar to other large carriers, we have a standard $100 insurance coverage on missing and eligible damaged items. For any additional insurance coverage, we have added a check box on our delivery request form.
There are many items that we do not insure and are sent at ‘shipper’s risk’. Fragile, antiques, items without original packaging, TV’s and other monitors are just a few.
Missing and damaged items, delivery delays, and buyer pricing have been issues as we have exploded in growth. A lot of progress has been made in fixing these issues.
A larger location, more automation within our proprietary software, changes to third party delivery partners, and even how we pick up from some locations have all had a positive impact on the customer issues. There is more coming.
January 2026
We launched our first pick up depot in Mississauga. Using pick up saves the customer about 40% on their delivery costs.
Recently launched, the response has been amazing. We are extending this out to all auctions in the next few weeks.
There can be confusion as to which items we have picked up.
pkgPlace now scans all of the labelled boxes picked up from the auctions. We provide every auction with complimentary access to our software to print labels and track each box all the way back to our warehouse. Auctions can also track missing boxes in the Missing Boxes tab.
Using these barcodes, customers can track the items from the auction to their doorstep.
We continue to believe that an ecosystem for all customers and auctions is the best way to exist together.
We will continue to share more along the way.
Thank you for your understanding in 2025, a year for exhausting growth for our organization.
