How do I book an appointment?
A new online appointment scheduling portal is available at Opendock.com. Be sure to enter the SOQ number from the Direct Delivery Vendor Portal (DDVP) into the PO Field in Opendock.
Do all deliveries require appointments to be booked in Opendock?
Yes. Drivers will not be permitted to enter the yard without an Appointment Confirmation Number. You have to book one appointment for each vehicle entering the yard.
Can I book a same-day or next day appointment?
There are no same day appointments.
For next day appointments, make your booking in Opendock by 2 PM within the timeslots available at that time. If you log on after 2 PM, there will be no available options for a next day appointment.
Can I select my own appointment time?
Yes. You can select from the available time slots at the time of booking. Unavailable time slots will not appear on Opendock.
Can I cancel or change my appointment?
Yes. If you must cancel or change your appointment, please do so at least 2 hours before the appointment. Review the Opendock instructions on how to change or cancel an appointment.
Where can I find the Confirmation Number and Appointment Time that is required to enter the yard?
Once you book your appointment in Opendock you will receive an email with your Appointment Confirmation Number and Appointment Time. You must provide this to Trillium Security for entry into the yard.
If I have a scheduled appointment and Trillium can’t meet the commitment (e.g. snow clearing issues) will I be notified?
Yes. If Trillium experiences a significant event preventing the building from operating properly, you will receive a cancellation email for all your affected appointments.
What do I need to have with me to enter the yard?
You will need to provide the following to enter the yard:
- *Valid, government-issued photo identification
- *Appointment Confirmation Number and Appointment Time (Once you book your appointment in Opendock, you will receive an email with your Appointment Confirmation Number and Appointment Time)
- *Delivery paperwork (BOL/Packing Slip) – must be complete, accurate and legible
What if I arrive early or late?
You can enter the yard up to 30 minutes early or not more than 15 minutes late.
In emergencies and you are running late, contact Trillium Shipping and Receiving:
Can I use a small vehicle to deliver the order?
Yes. All vehicle sizes/types can be accommodated
What happens if there is an issue with my delivery (including overages, shortages, substitutions, wrong shipments)?
It is critical that you ship exactly what was ordered.
*Short Shipments: If you are short inventory, then ship what is available. If you do have any of the inventory, contact firstname.lastname@example.org and the order will be cancelled.
*Overages/Mis-ships/Substitutions will be considered as unsolicited inventory. You will be notified of the unsolicited shipment and requested to provide direction to either arrange pick up at the Trillium facility or have it destroyed onsite.
If Trillium identifies any issues/discrepancies/load shifting/damage, this will be reported to and managed by the LCBO. This includes:
- *Any Substitutions/Overages/Wrong Shipments
- *Any defects identified during the inspection
- *Any visible holes, pests, animal droppings, pooling of liquids, and unusual odors
- *Any product or pallets that appear contaminated will not be accepted
- *Any drivers who fail to comply with Trillium policies and procedures
Are there any changes to the ordering process?
Yes. Orders will now come exclusively through the DDVP application. There will be no orders by phone or email.
How much time do I have to fulfill the order?
Direct Delivery orders are processed exclusively through the DDVP application. Once you receive the order through DDVP, ensure the delivery arrives at the Trillium Facility within 7 days from the date of the order. If you are not able to meet this deadline, email email@example.com for next steps.
Are there any changes to the returns process?
Yes. You will need to pick up the shipment being returned from Trillium. An appointment must be booked to pickup the return.
Is there any flexibility if the vintage on the PO is different than the one shipped?
It is important that vendor shipments comply with all aspects of the Purchase Order and the LCBO’s packaging and labelling requirements. There will be no flexibility about any details of the Purchase Orders. If the Purchase Order is not shipped as requested it will have to be corrected with charges for the associated costs, that includes correcting the information on the cartons if they refer to the cancelled PO. Vendors must comply with the LCBO packaging and labelling standard posted here.
What are the packaging and labeling standards for Trillium?
Vendors must comply with the LCBO packaging and labelling standard posted here. Case markings must match the active Purchase Order and item number.
Who can I contact if I have a problem and need help?
Trillium staff will provide assistance at the facility.
Should you have any additional questions or concerns, you can contact Store0974@lcbo.com.