Last-Mile Delivery 101: what Canadian eCommerce businesses need to know

August 2, 2022
Mary Ma
Senior Product Designer

Canadians are quickly adapting to the ease and convenience of shopping online. Statistics Canada reports that eCommerce sales have grown by an average of 20% each year since 2011 and are now worth more than $24 billion. What’s more, this number is only going to continue to grow as online shoppers become increasingly savvy and demanding. To keep up with the competition and meet the high standards of Canadian eCommerce consumers, businesses need to ensure they are delivering products through the last mile in a way that is fast, reliable and affordable. Here’s everything you need to know about last-mile delivery in Canada.

What is last-mile delivery?

Delivery is the process of getting a product from the supplier to the customer. The last mile of delivery is the most crucial and often the most challenging leg of the journey. This is the distance between the supplier and the customer's doorstep, and it's where eCommerce businesses can make or break their customer experience. Getting goods to customers quickly and efficiently is essential for any business wanting to keep up with the competition. Thanks to technological advancements, there are now more options than ever before for businesses looking to optimize their last-mile delivery.

Why is last-mile delivery important for businesses?

Last-mile delivery is the final leg of the delivery process, from the fulfillment center to the customer's doorstep. It's the most important part of the delivery process, as it's the point at which the customer interacts with your business. If you're not delivering on your promises or your products are arriving damaged or late, you're going to lose customers. That's why last-mile delivery is so important - it can make or break your business.

What are some challenges of last-mile delivery?

One of the primary challenges of last-mile delivery is ensuring a great customer experience. This often means ensuring that products arrive on time and in good condition. There are a few other considerations businesses need to take into account when it comes to last-mile delivery. For example, companies need to make sure they have the correct packaging and labelling for their products, as well as the necessary shipping supplies. They also need to consider the cost of shipping and whether they're offering free shipping. Balancing these factors can be tricky, but it's essential to get it right to provide a great customer experience.

How can businesses overcome these challenges?

Tyltgo offers businesses several tools to overcome the last-mile delivery challenges and improve the customer experience. Our same-day and next-day shipping services are designed to help businesses grow faster and go further. We also provide business owners with real-time tracking so they can stay updated on their packages every step of the way. In addition, our customer service team is available 24/7 to help businesses with any questions or concerns they may have. Contact us today to learn more about how we can help your business grow!

Tips for improving the customer experience with last-mile delivery

  1. Always make sure you have accurate product information on your website so that the customer knows what they're ordering.
  2. Indicate the delivery timeframe on your website and during the checkout process, and stick to it.
  3. Communicate with the customer if there is a delay in their order. Let them know what is being done to rectify the situation and give them an estimated new delivery date.
  4. Package the products securely and track them through to delivery.
  5. Offer customer service beyond typical 9-5 business hours. Be available to answer questions and take care of any issues that may arise.


Last-mile delivery is a critical part of the customer experience. Businesses that want to succeed in the eCommerce space need to make sure they are delivering products as efficiently and cost-effectively as possible. By understanding the challenges of last-mile delivery and taking steps to overcome them, businesses can improve the customer experience and set themselves up for success.

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