Paying duty and taxes FAQ

If you paid your duty and taxes online, and your package doesn’t need a signature or proof of age upon delivery, the agent will make a best effort to deliver it to your usual delivery location.

If the package does need a signature or proof of age and you’re not home at the time of delivery, you must visit the post office to collect your item.

The  Canada Border Services Agency (CBSA) examines packages and mail items to determine admissibility and identify goods subject to duty and taxes. Duty and taxes apply to all international goods imported by mail or purchased online that exceed the CAN$20 exemption. CBSA will assess duty and taxes on international packages (containing goods) arriving in Canada. The CBSA calculates any duty owing based on the value of the goods in Canadian funds. The duty rates will vary according to the type of goods and the country from which they came from or were made in. You may be able to pay  your duty and taxes online in advance instead of at the time of delivery.

We can't provide a breakdown of the duty and taxes owing before you pay online. You can see a detailed breakdown of the duty and taxes on the CBSA's Postal Import Form (E14) which is attached to the package when it's delivered.

If you want to ask for an adjustment to the amount you owe, you have 2 options:

1. Pay the duty and taxes (either online in advance of delivery or in person at the time of delivery) and request an adjustment after delivery by contacting the CBSA directly. Instructions are provided on the CBSA's Postal Import Form (E14) which is attached to the package.
2. Decline to pay the amount owing and tell the delivery agent at the time of delivery that you'd like to appeal. In this instance, we’ll return the package to the CBSA to be reassessed.

Once the transaction is complete, you can't cancel the payment. You can ask for an adjustment of the duty and taxes assessed on the package directly with CBSA after it’s delivered.

If you inadvertently paid duty and taxes twice for the same package, you'll automatically get a refund for the duplicate payment on your credit card and a corresponding email confirmation.

If you paid online but never received your package, you can request a refund of your duty and taxes. Please note that you must wait 21 days from when the online payment was made before asking for a refund. If the refund link doesn't appear after 21 days, please  contact customer service.

To request a refund:

1. Go to the Delivery status page
2. Follow the  “Request refund”  link under the  “Delivery details”  section