Instant Answers to Frequently Asked Questions

Tracking an item

Q. How are items tracked?
A. Canada Post tracks the delivery status of items by scanning their barcode numbers. Track is available from the Personal homepage. Some common events are related through the scan messaging:

• Submitted: The item has been scanned at the originating Post Office.
• Plant: The item has arrived at a sorting facility.
• Out for Delivery: The item has been acquired by the delivery agent for attempted delivery.
• Delivery: The shipment has been delivered and the date and time are recorded under a successfully delivered scan.
• Confirmation: A scan event will reflect the capture of the signature which can be viewed on the website.

Q. What is a tracking number?
A. A tracking number is associated to a barcode and is used to confirm the delivery of your item. Track is available from the Personal homepage. Enter all letters and numbers exactly as they appear on the label or receipt you received for your item.

Q. What is a Delivery Confirmation Certificate?
A. The Delivery Confirmation Certificate displays the proof of delivery receipt that includes the recipient's name and a copy of their signature although the signatory can request not to have their signature displayed. The Delivery Confirmation Certificate is in PDF format. Adobe Reader is required to view and save the Delivery Confirmation Certificate.

Submit a question regarding Track

Q.What is a Delivery Update?
A. A Delivery Update is an email notification. It is a free option available to you if you purchase a bar-coded service. If you submit your email address Canada Post will notify you of the status of the item you want to track. Notifications can be sent to any device that supports email, including computers and a variety of mobile devices such as PDAs, cell phones, etc.

The email notification is generated by the following delivery status scans:

1. Ship - which confirms the item has entered the system,
2. Exception - which indicates a delivery interruption, including Return to Sender
3. Delivery - which confirms successful delivery.

Q. I signed up to receive Delivery Updates but I haven't received an email notification regarding the status of the item I sent. Why?
A. If you don't receive an email delivery update, it might be due to one of the following reasons:

• The proper scan event has not yet been entered into the system to trigger the email notification.
• There was a system failure of the email server for either the sender or receiver.
• The email address provided is incorrect or invalid to fulfill the request.
• The delivery update is being filtered out by the recipient's email security settings.
• The email account of the recipient ran of out space and cannot accept any new messages.

The server will attempt to transmit and deliver the email 3 times before dropping the request.

Q. I entered a tracking number but the item could not be found. Is there something wrong with my parcel?
A. Not necessarily. In some instances there is a delay between when the scanning of the item occurs and when that information is presented in our tracking tool. While Track does provide progress of items in transit to their destination, the main purpose of the Canada Post tracking tool is to provide confirmation of delivery.

It is recommended that you sign up to receive Delivery Updates by email.

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Sending Mail

Q. How do I make a claim?
A.If you purchased insurance on the item when you mailed it (or used a traceable product where insurance is included), you can make an inquiry or open a claim by contacting Canada Post’s Customer Service group online, or by telephone at 1-866-607-6301.

Submit a claim now:

• Lost Item
• Damaged Item*
• Late Delivery on a Guaranteed Service

* Note: If the item was damaged, the addressee must keep the item along with the wrapping as the Claims department may require proof of the damage.

Q. When I enter the address in the Find a Postal Code tool I get an error message. Why?
A. If the search did not generate any results it is due to one or more of the following reasons:

• Errors entering the data
  Verify the information and try again.
• New Neighbourhoods
  When new addresses are added there is a delay in displaying the information in Find a Postal Code. New postal codes are added every month therefore there may be up to a 30-day delay before they appear in the system.
• New City Names
  Due to amalgamation some cities have new city names. (e.g. North York is now Toronto). Search again using the former city name. If you don’t know the former city name, click ‘Find a City’ above the ‘City’ field to search using the old city name. This displays a list of the old and new city names. When you select a result, that name is transferred to the appropriate field in the Find a Postal Code form.

Submit a question regarding Find a Postal Code

Q.Why can't I find a Postal Code for Rural or PO Box addresses when using Find a Postal Code tool?
A. Make sure you have selected the 'Rural Route (RR) or PO Box' radio button before entering the address information. If you still cannot find the Postal Code you are looking for, it may be that you are searching for a civic address while there is a different mailing address. The mailing address for rural residents is actually a rural route number and not a street address. It is recommended you specify only the rural route number, city and province and omit street number and street name.

Submit a question regarding Find a Postal Code

Q. I sent a letter to a destination within Canada. When will it get there?
A. A general overview of the Lettermail™ service standards is as follows:

Notes:

• Service standards are only estimates and are not guaranteed.
• The number of days excludes the day of mailing, weekends and statutory holidays;
• Service standards do not apply to Northern Regions and Remote Centres as defined by Canada Post or to redirected or returned Items;
• Service standards are subject to change without notice.

Q. How can I find out if the Money Order I sent has been cashed?
A. To find out if a Money Order has been cashed or for enquires regarding a lost or destroyed Money Order, please call 1-800-563-0444.

Q. I sent a letter some time ago and it still hasn't arrived at its destination. Can it be tracked?
A. It can only be tracked if the letter (or parcel) had a bar-coded tracking service option added to it. If the letter had no tracking service option, then we will unfortunately be unable to determine the exact reason as to why a specific letter has been delayed or has never been received.

When an item is undeliverable due to incorrect or omitted addressing information, or has insufficient postage, it is returned to the sender if the return address is specified. If a return address is not specified, the item is dispatched to the Undeliverable Mail Office.

Q. I sent a letter to a destination outside of Canada. When can I expect it to arrive?
A. Sending a letter to a U.S.A. or International destination is not subject to guaranteed delivery standards. However, the service expectation for such mailings is usually 4-6 business days for the U.S.A., and 4-7 business days for International destinations.

Q. Can I track a letter or parcel without a tracking number?
A. No. The tracking number is required to track the item through its delivery activity.

Q. I'm concerned that a letter addressed to me was opened. What can I do?
A. Canada Post employees are not authorized to open mail or read the content of postcards with the exception of staff at the Undeliverable Mail Office.

Canada Customs can inspect mail items entering Canada from other countries. Upon inspection of the item, a Canada Customs Inspected stamp will be affixed to the item. When an item is defaced or open, Canada Post staff will stamp or otherwise mark the item to indicate that it was open or slightly damaged when received. This stamp or notation should not be mistaken for evidence that the item was deliberately opened.

In order to request an enquiry, the customer should retain the envelope or wrapping and contact the Customer Service group by telephone at 1-866-607-6301

Q. What is your policy on the mailing of fragile and perishable items?
A. Fragile and perishable items can be insured for loss but not against damage. Fragile items are defined as glass and/or ceramic products (including porcelain). Perishable items are items such as fruits and vegetables.

A fragile item is an item that by its nature or construction will not withstand normal transportation and handling, no matter how carefully it is packaged. Learn more about non-mailable matter

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Receiving Mail

Q. I was sent a parcel but it still hasn't arrived. What do I do?
A. If the item was mailed from within Canada, with one of our traceable services, please contact the sender to get the tracking number. With the tracking number you will be able to get a status on its delivery by entering it in the Canada Post Track tool.

If it is an item that has no tracking service option, then we will unfortunately be unable to determine the exact reason as to why it has been delayed or has never been received. When an item is undeliverable due to incorrect or omitted addressing information, or has insufficient postage, it is returned to the sender if the return address is specified. If a return address is not specified, the item is dispatched to the Undeliverable Mail Office.

Q. I just received an item from another country (other than U.S.A.*) and the contents are broken. How can I make a claim?
A. If the damaged item is Registered, insured or a Regular Parcel, you or the sender in the originating country can file a claim. However, you must be able to provide Canada Post with all of the necessary details to initiate an international enquiry with the country of origin (i.e. the sender's name and address, your name and address, service used, insurance amount, date of mailing, item number, description and value of contents).

Contact Canada Post's Customer Service group by telephone at 1-866-607-6301
* Only the shipper/sender can initiate a claim for a lost or damaged item sent from the U.S.A.

Q. Where can I cash a Money Order?
A. Canadian and International / USA postal money orders can be cashed at banking facilities as well as at Post Offices. Be advised that certain financial institutions charge a fee for cashing foreign Postal Money Orders.

Read more about Money Orders here.

Q. I received a Delivery Notice Card at my door. Now what do I do?
A. When no one is home to accept a delivery, a Delivery Notice Card will be left at the door. You are required to pick up the parcel at the Post Office indicated on the card. The address of the Post Office, the phone number and the item details will be on the card.

Q. Can the parcel be redelivered?
A. Canada Post only makes one attempt to deliver parcels. If no one is home at the time of delivery, the parcel is then sent to the Post Office indicated on the Delivery Notice Card that was left at your door.

Q. What items are prohibited from entering Canada? Where can I find import restrictions?
A. Questions regarding import restrictions for mail items entering Canada should be directed to the Canada Border Services Agency (CBSA) at 1-800-461-9999. Information can also be found on the CBSA website.

Q. Why did I get charged customs duties and taxes to receive a parcel?
A. The Canada Border Services Agency (CBSA) applies customs charges such as duty and GST or PST. As the delivery agent for items coming into Canada, Canada Post has to collect the duty on behalf of the CBSA, as those fees do not belong to Canada Post.

The item will not be released to the customer until the duties and taxes have been paid. If a customer refuses to pay the duty owing on the item, it will be returned to the sender or you can request that the item be returned to the CBSA for re-evaluation of the charges.

Q. I do not want to receive advertisement mail anymore, what can I do?
A.

1. Unaddressed Advertisement Mail
   
   To stop receiving unaddressed advertisements such as free samples, coupons, flyers and newspapers, government mailings, free distribution magazines, catalogues, non-profit and event information, as well as municipal service notices (e.g. schedule of snow removal, changes in garbage pick-up, announcement of town hall meetings), simply affix a note explaining your request on your mailbox if you receive door-to-door delivery.
   
   For a community mailbox, group mailbox or postal box, the note should not be placed on the inside or the outside of the door. The note should be placed on the inside lip of the box. When the letter carrier puts the mail into the community mailbox, group mailbox or postal box, the door panel is open and not in view.
   
   The only unaddressed materials that Canada Post will continue to deliver are as follows: community newspapers, as well as House of Commons, provincial chief electoral officers, municipal electoral offices and Elections Canada mailings.
   
   Note: Since Canada Post is only one of many distributors of unaddressed materials, you may continue to receive these materials from other distributors.
   
   
2. Addressed Advertisement Mail
   
   If the advertisements are addressed to you, you can do one of the following:
1. Contact the senders and request that they remove your name from their mailing list
2. Contact the Canadian Marketing Association so that it may notify its members to remove your name from their mailing lists.

The Canadian Marketing Association will automatically transmit the request to the U.S. Direct Mailing Association for action.

Q. How do I track items sent from another country?
A. If the item was mailed with a tracking number from the origin country, tracking may be available through that original reference, or a secondary tracking number may have been associated to the item by Canada Post. You can enter the number in the Track tool to attempt to locate the item.

Q. I am still getting the previous tenant's mail, what can be done?
A. Canada Post must deliver the mail as addressed. In regards to the mail that you are receiving, we suggest that you cross out the current address and write on the envelope "Moved", "Address Unknown" then deposit the item in a Street Letter Box. The previous tenant is responsible for completing a Change of Address Notification to have their mail forwarded.

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Mail Redirection & Hold Mail

Q. How do I use the Redirection service?
A. You can either fill out a Change of Address Notification form at your local Post Office or do so online.

If filling out the form at your local Post Office, we recommend that you submit your Change of Address Notification at least two weeks before your move.

If submitting your Change of Address Notification online, fill out the form at least three days before your move.

Q. I am going on holidays soon, how do I stop my mail from being delivered?
A. If you want to have your mail held by Canada Post you have the choice of submitting your request at your local Post Office or doing so online.

Q. How long does the Redirection service last?
A. If your move is permanent, the basic service is offered for six or twelve months. For a temporary move, the basic service is for three months. Find out more information here.

Q. Is Mail Redirection Service available outside of Canada?
A. Change of Address Service can be used when you are moving to the U.S.A. and to most international destinations. Due to customs requirements, only non-dutiable items can be redirected outside of Canada. Read more about the Change of Address.

Q. Can I amend, renew or cancel my current Redirection service?
A. Yes. You can amend, renew or cancel your current service. Once the service has started, you may only make amendments to your email address, your phone number, your consent and add or remove names but you cannot amend your address.

If you are renewing your service, applicable fees would apply. However, if you have moved to a different address since the time you last submitted your change of address request, you are required to submit a new request and pay the applicable fees.

If you cancel your service before the service has started, you will be refunded the full fee. However, if you cancel the service after the service has started, no refund will be issued.

Q. Where do I find out more about Mail Redirection?
A. Visit Canada Post's smartmoves website for more information.

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Stamps and Rates

Q. How do I calculate how much postage I need?
A. The amount of postage required is determined by the weight, size and destination of the item. You can calculate the approximate postage by using the Find a Rate tool.

To print out a postage label for a parcel, use our convenient Ship-in-a-click online tool.

Submit a question regarding Find a Rate or Ship-in-a-click.

Q. What is the PERMANENT™ Stamp?
A. The PERMANENT Stamp is a non-denominated stamp that will be accepted at the basic domestic Lettermail rate, forever. It eliminates the need to purchase 1 cent stamps and will always worth the going rate, even after a rate change.

PERMANENT stamps are available in booklets as well as coils and can be used to mail a letter anywhere in Canada up to 30 grams or can be combined with other postage to mail oversized letters, parcels and international mail. Buy online or at your local Post Office.

Q. Can the PERMANENT Stamp be used for International Mail?
A. The PERMANENT stamp can be substituted for the basic Lettermail rate and can be combined with other postage to mail oversized letters, parcels and international mail.

Q. Why did rates increase?
A. Rate increases are necessary to keep pace with inflation, direct operating costs and the need to reinvest in network infrastructure to meet customer demands. Fuel costs, for example, have risen 10 per cent since 2003. Another source of increased cost is terminal dues, a pricing mechanism that allows the postal administration receiving mail for delivery to collect for the cost of delivery from the postal administration sending the mail (in this case Canada Post).

However, even with the cost of business increasing, Canadians still enjoy one of the lowest domestic basic letter rates among industrialized nations.

Q. What is the price of sending a standard letter, weighing 30g or less, within Canada, to the U.S. and to International destinations?
A.

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epost™

Q. What is epost?
A. epost is Canada Post's free bill presentment service, where you can add, pay, view and manage over 200 types of bills and other documents like phone, hydro, cable and credit cards, all online.

Q. What is an epost mailbox?
A. An epost mailbox is a secure, Internet-based virtual 'Inbox' where you can receive, add, pay, print and manage your bills and other important financial documents. If you have signed-up to view your bills electronically via your online banking web site, then you are automatically signed up with epost: epost essentially 'powers' the electronic bill presentment portion of your online banking web site.

Q. How does it work?
A. Once you've signed up and registered with epost, you begin by adding Mailers - the companies or organizations that send bills or other financial documents to you through the epost service. When you add a Mailer on epost, you are choosing to have this bill or document delivered electronically to your epost account. Once all your Mailers have been added and the next billing cycle begins for each Mailer, you'll start to receive your bills and documents in your epost mailbox.

You can arrange for epost to send you email notifications (to the email address of your choice) when a bill is delivered to your epost mailbox. Once notified, you can login to your epost mailbox and view your bills.

In addition, you can store your documents in your "saved mail folder" within your epost mailbox for up to 7 years. Plus, you can organize and manage your financial documents electronically by sorting, printing or setting up bill payment reminders. With epost you can manage your bills and other financial documents like electronic pay stubs, tax receipts and more!

View our epost demo for more information.

Q. How much does epost cost?
A. The great news is that your epost mailbox is absolutely free. There is no epost set-up or service charges. You may incur fees for payment depending on your bank service.

Q. What are Mailers?
A. 'Mailers' are the companies and organizations that send you 'Mailpieces' - bills, pay stubs, tax receipts, and other financial documents to you through the epost service. There are almost 100 Mailers to choose from, so the more Mailers you add, the easier it is to manage your bills.

Q. What types of Mailers are available?
A. Available Mailers on epost include national credit card companies, retailers, utility companies, telecom companies and Payroll companies. See our list of Mailers here

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Mail Security

Q. Where can I find information about mail security?
A. Answers to frequently asked questions about mail security can be found here.

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Rural Mail

Q. Where can I find information about rural mail delivery?
A. Answers to frequently asked questions about rural mail delivery can be found here.

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Contacting Canada Post

Q. How do I contact Canada Post?
A. If you have any questions or inquiries contact Customer Service group at 1-866-607-6301. Optionally, you may contact Canada Post by mail:

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