Please note
If you’re a commercial customer, you have the option to request a package redirection for a fee.
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My package hasn’t arrived. What can I do?
Most packages are delivered no later than 5 business days after the expected delivery date. If the delivery is taking longer than expected, and you're concerned that your package is missing, we want to help you find it.
You can ask us to start an investigation into the missing package and we’ll try to find and deliver it. If the package is declared missing, the sender can request compensation for the insured value of the package and the cost of postage (after investigation and in compliance with our policies).
If you still can’t find the package after going through the above steps, you should ask us to start an investigation by opening a support ticket below. We’ll get to work trying to find the missing package.
Check your eligibility
If you still can’t find the package after going through the above steps, you should ask us to start an investigation by opening a support ticket below. We’ll get to work trying to find the missing package.
Domestic packages
U.S. and International packages
The following criteria must be met to start an investigation into a missing domestic package:
- The claim must be started within 90 days of the shipping date
- The expected delivery date for the package must have passed and the package must not have been delivered
Please note: Both senders and receivers can initiate an inquiry. However, only senders can request and receive claims payments.
What you’ll need
- The tracking number of the missing package
- The sender’s name and address
- The main contact person’s name and contact information
- The receiver's name, address, and contact information
- The amount of additional insurance coverage purchased
- A description of the contents of the package
- The last date the sender was in contact with the receiver
- (Sender) Contacted the receiver to confirm non-receipt
Please note: We may ask for other information (proof of payment, proof of the item’s value, verification of insurance purchased) as part of the investigation, but it’s not required to start.
The following criteria must be met to start an investigation into a missing U.S. or International package:
- The claim must be started within 6 months of the shipping date
- The package must have been sent using one of the following trackable services and the required number of days must have passed:
- Xpresspost™/Tracked Packet™ – You can submit a claim 1 day after the expected delivery date
- Registered Mail™/International Parcel (Air) – You can submit a claim 30 days after the shipping date
- International Parcel (Surface) – You can submit a claim 60 days after the shipping date
Please note: Both senders and receivers can initiate an inquiry. However, only senders can request and receive claims payments.
What you’ll need
- The tracking number of the missing package
- The sender’s name and address
- The main contact person’s name and contact information
- The receiver's name, address, and contact information
- The amount of additional insurance coverage purchased
- A description of the contents of the package
- The last date the sender was in contact with the receiver
- (Sender) Contacted the receiver to confirm non-receipt
Please note: We may ask for other information (proof of payment, proof of the item’s value, verification of insurance purchased) as part of the investigation, but it’s not required to start.
Open a support ticket
You can open a support ticket without signing in, but you won’t be able to track its progress.
Continue
Sign in or sign up before you open a support ticket and you’ll be able track its progress online.
Sign inWhat happens during an investigation
Here’s how the investigation process works:
When started by the receiver
When started by the sender
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We’ll try to get your package delivered
We’ll monitor your package for a few days to see if any new tracking status scans appear.
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If the package isn’t delivered, we’ll close the missing package investigation
If the package isn’t delivered after a few days, we’ll close the missing package investigation and notify you.
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Contact the sender
If the missing package investigation is closed, you’ll need to contact the sender and ask them to start a claims investigation. Only senders are eligible to start a claim for compensation. Any further action must be initiated by them.
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We’ll try to get your package delivered
We’ll monitor your package for a few days to see if any new tracking status scans appear. If the package isn’t delivered after a few days, we’ll declare it missing.
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We'll start a claims investigation automatically
If there’s no confirmed delivery of the package, a claims investigation will start and we’ll contact the receiver of the missing package. Also, depending on the last tracking status scans, we may follow up with the delivery office and any retail outlets.
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We’ll contact you (the sender)
We’ll contact you (the sender) if more information is needed from you. If no other information is needed, we’ll reach out only once a final decision has been made.
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We’ll make a final decision
The time it takes to reach a final decision depends on you initially providing the required information, and the receiver responding to us in a timely manner.
Domestic (Canada) and U.S. packages: When a support ticket is opened, and an investigation is started, you’ll be given an ‘Expected Resolution Date’. A final 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.
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We’ll issue a refund (if applicable)
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.