We’re committed to delivering all packages on time, but there may be situations where it takes a bit longer for a package to arrive at its destination.
If your package was delivered late, the sender of the package might be eligible for a postage refund (after investigation and in compliance with our policies).
The following criteria must be met to request a postage refund:
If the package is eligible for a postage refund, and you’re the sender of the package, you should open a support ticket below.
The following information is required to request a refund:
Please note: We may ask for proof of payment, but it’s not required to start processing your request.
You can open a support ticket without signing in, but you won’t be able to track its progress.
Sign in or sign up before you open a support ticket and you’ll be able track its progress online.
Sign inWe’ll evaluate your request to confirm your package was delivered late.
We’ll contact the sender if more information is needed from them. If no other information is needed, we’ll contact them only once a final decision has been reached.
Most late claims are resolved within a day, but it can take up to 10 days for a decision to be made.
Domestic (Canada) and U.S. packages: When a support ticket is opened, and an investigation is started, you will be given an ‘Expected Resolution Date’. A decision should be reached by this date.
International (excluding U.S.) packages: It takes time to gather the required information from foreign postal administrations to make a final decision. Therefore, it will take longer to reach a decision for international packages.
If applicable, we’ll issue a refund through the original method of payment (for example, Canada Post account or credit card). Customers without a Canada Post account will receive their refund by cheque.