Frequently
asked questions
What is Burq?
Burq is a delivery platform that helps deliver items in partnership with delivery providers.
Burq handles the logistics, tracking, and support for the delivery.
Who is delivering my item?
Your item is delivered by a delivery provider in Burq’s network. Burq facilitates the delivery, but the provider actually picks up and delivers the item.
How can I track my delivery?
You can track your delivery using the tracking link sent to you after booking the delivery.
Tracking updates in near real time as the delivery moves.
Will I receive text updates?
Yes. You may receive text messages with important updates, such as pickup confirmation, driver arrival, and delivery completion.
How do I contact support?
You can contact Burq support using the link provided in your delivery tracking page or delivery messages. Support can help with delivery issues, questions, or reporting problems.
Do I need to be present for delivery?
That depends on the delivery instructions. Some deliveries require someone to be present, while others can be left at a safe location if allowed.
How can I cancel or change my delivery?
If your order was from a store or merchant, reach out to them.
If your order was from a peer-to-peer marketplace, contact Burq support via the link on the delivery tracking page.
How can I return my item?
If your order was from a store or merchant, reach out to them.
Orders on peer-to-peer marketplaces are not eligible for return delivery.
Where can I see proof that my delivery was completed?
Depending on the delivery, the delivery tracking may display proof of delivery such as a photo and/or signature.
What if my delivery is delayed or can’t be completed?
If a delivery is delayed or encounters an issue, Burq will notify you and work to resolve it. In some cases, the delivery may be rescheduled or canceled.
What if my item is missing, lost, or damaged?
If your item is missing, lost, or damaged, please contact Burq support as soon as possible using the link on the delivery tracking page. Burq will investigate and work to resolve the problem.
What items can’t be delivered through Burq?
The following items are prohibited from being delivered through Burq:
- illegal items
- weapons and ammunition
- cannabis
- financial instruments
- recreational drugs and paraphernalia
- hazardous materials
- stolen goods
- fragile items
- offensive materials
- regulated species and animal products
- unauthorized items
- people
The following items may be delivered in B2C (business to customer) deliveries through Burq only if the merchant is registered with Burq to deliver those items, but are prohibited in C2C (customer to customer) deliveries:
- alcohol
- pharmaceuticals
Items delivered via Burq must comply with all applicable laws, regulations, and Burq policies. Violations may result in suspension or removal of access. Burq may report illegal activity to authorities and cooperate with law enforcement.
How can AI reduce delivery costs and improve margins?
AI automates manual dispatching and routing decisions, lowering operational costs and reducing failed deliveries. By analyzing performance data in real time, Pulse AI identifies the most efficient routes, matches orders to the right drivers, and optimizes batching.
What ROI can businesses expect from using Burq?
Burq customers typically see faster deliveries, higher order accuracy, and measurable savings on logistics costs. By automating dispatch, rerouting, and provider selection, Pulse AI helps teams scale operations without increasing headcount.
How does Burq improve customer satisfaction and retention?
Burq keeps deliveries on time and transparent. Through automated communication and intelligent rerouting, customers receive real-time updates and fewer delivery issues. The result is higher reliability, smoother delivery experiences, and stronger customer loyalty across every order.
Can AI help me expand delivery zones without hiring more staff?
Yes. Pulse AI optimizes routes and provider selection automatically, allowing you to reach more areas with the same resources. Its hybrid fleet model combines your in-house drivers with Burq’s national delivery network, giving you instant capacity to expand coverage efficiently.
How does Burq compare to building an in-house delivery system?
Building a delivery system from scratch is costly and time-intensive. Burq gives you a turnkey platform with AI-driven automation, a ready-to-use provider network, and full visibility without needing a development team or complex maintenance.
How does AI optimize order batching, routing, and rerouting?
Pulse AI analyzes orders in real time to detect which can be grouped for batching, selects the most efficient routes based on distance and performance history, and automatically reroutes when disruptions occur.
Can Burq integrate with my existing POS, TMS, or ERP systems?
Yes. Burq offers flexible APIs, SDKs, and no-code connectors to integrate with leading POS, TMS, ERP, and eCommerce systems. Whether you manage retail locations or fulfillment centers, integration is simple and built to fit your current workflow.
How does the Burq API work?
The Burq API connects your order management system directly to Pulse AI, automating dispatch, tracking, and updates. Developers can use clear documentation and sandbox environments to test integrations before going live, ensuring a seamless connection from day one.
What’s required to get started with Pulse AI?
You’ll need basic order data such as pickup and drop-off details, delivery preferences, and contact information. Once connected via API or dashboard, Pulse AI automates routing, assignment, and performance tracking immediately.
How quickly can I launch after integration?
Most businesses launch within a week of onboarding. Our implementation team provides hands-on support to ensure data mapping, provider setup, and testing are complete so your delivery operations are live, optimized, and fully automated in record time.
Can I use my own delivery providers or contract rates?
Absolutely. Burq’s hybrid model supports your existing contracts and fleets alongside its national network. Pulse AI automatically chooses between your providers and Burq’s based on cost, reliability, and location giving you full flexibility and control.
Does Burq offer no-code tools for setup?
Yes. Burq includes no-code setup options for teams that want a fast start without development resources. You can import data, create workflows, and automate dispatch directly from the dashboard, no engineering required.
How does Burq protect sensitive customer and delivery data?
Burq uses enterprise-grade encryption, access controls, and secure infrastructure to protect customer and delivery data at every stage. All data transmitted between systems is encrypted in transit and at rest, ensuring your information stays safe and compliant.
Is Burq SOC 2 compliant?
Yes. Burq is SOC 2 Type II certified, which means our systems and processes meet rigorous standards for data security, availability, and confidentiality. This compliance ensures your delivery and customer information are always protected.
How does AI use data responsibly in decision-making?
Pulse AI analyzes anonymized data points like route performance, delivery timing, and order density to improve efficiency without compromising privacy. No personally identifiable information is used in model training, ensuring responsible, ethical use of AI.
What safeguards exist for customer privacy and communication?
Burq’s communication tools are designed with privacy in mind. End-customer information is masked where possible, and all notifications follow compliance standards. Businesses maintain full control over what data is shared and how it’s displayed.
How are payments and Proof of Delivery data secured?
Payment and Proof of Delivery (POD) data are processed through encrypted, PCI-compliant systems. AI verification and dispute automation operate within strict access controls, ensuring sensitive delivery details remain protected and auditable.
Prohibited Items
The following items cannot be delivered through Burq:
Restricted Items
The following items may be delivered in B2C (business-to-customer) deliveries only if the merchant is registered with Burq to deliver them, but are prohibited in C2C (customer-to-customer) deliveries
Compliance
All items delivered via Burq must comply with applicable laws, regulations, and Burq policies. Violations may result in suspension or removal of access. Burq may report illegal activity to authorities and cooperate with law enforcement when required.
