Assistance for your sending services

Making a Claim

In order to file a claim the following conditions must be met:

1. A claim for a failed guarantee delivery standard can only be filed 48 hours after expected delivery date and within 15 business days.
2. A claim for a lost item may only be submitted after 15 days and within 90 days of the shipping date for domestic shipments.
3. Only the shipper/sender can file a claims request.
4. A claim can only be filed for services which have a tracking #.

The customer must provide reasonable particulars in support of a claim, including the following documentation:

1. Proof of mailing showing coverage
2. Proof of postage and, if applicable, additional liability coverage obtained and paid
3. Proof of value such as a copy of invoice, or other information acceptable to Canada Post showing proof of senders cost, repair cost, depreciation value, replacement value, of any of the items being claimed
4. Any non-recoverable provincial sales tax

To initiate a claim request the customer must contact Canada Post’s Customer Service group online or by telephone at 1-888-550-6333 or 1-866-607-6301.

Postage Stamps

Stamps are sold at the following locations:

• All post offices ( Find a Post Office)
• Authorized retailers
• On the Canada Post website at: www.shopcanadapost.ca
• The National Philatelic Centre at 1-800-565-4362

The following are not acceptable for postage:

• Stamps that are mutilated, soiled, covered with transparent material or defaced in any way
• Previously used stamps
• Stamps from another country
• Any other type of stamps not usually acceptable as postage.

Stamps can be returned at full face value; you can request a refund online or by calling 1-866-607-6301. Receipts are required for all returns. For refunds over $100, customers must also complete a Customer Refund form. Stamps that are mutilated, soiled, covered with transparent material or defaced in any way, previously used, or from another country are not eligible for refund.

Letters and Documents

Mail Delivery

See our FAQs and Instant Answers for answers on delivery service questions around:

• Delivery policy (time of delivery)
• Service standards
• Delivery to wrong address
• No delivery attempt for items requiring personal contact
• No service some days
• Not receiving mail at new address
• Receiving previous resident's mail
• To the door delivery versus community mailbox
• Two or more parties sharing an address.

You may also contact Customer Service at 1-866-607-6301.

Canada Post employees are not authorized to open mail or read the content of postcards with the exception of staff at the Undeliverable Mail Offices.

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 call Customer Service at 1-866-607-6301.

When a Customer wishes to make an inquiry about damaged mail or missing contents, the Customer should:

• Keep all wrappings, packaging materials, invoices or mailing receipts if available, and the damaged item, and
• Call Canada Post's Customer Service at 1-866-607-6301 and provide details of the damage or loss, including all postal service identification numbers (such as Registered Mail or Xpresspost number)

The customer should provide details on times, dates, type of item, type of service used, etc., so that Canada Post's Customer Service can notify the local delivery unit.

Parcels

Service Inquiries

Use Find a Rate to estimate the cost to send your item. Use Track to find out the delivery of your item.

Questions regarding import restrictions for mail items entering Canada should be directed to the Canada Border Services Agency at 1-800-461-9999. Information can also be found on the CBSA website.

For questions on Priority Courier, Xpresspost, Regular Parcel, and Priority™ Worldwide, call: 1-888-550-6333

Mailing and Shipping Supplies

If you have questions about your order or need help to complete you transaction online contact the Postal Shop's customer service:

By email:
support@shopcanadapost.ca

By Phone:
1-866-476-8292

Monday to Thursday: 8:00 a.m. to 9:00 p.m.
Friday: 8:00 a.m. to 5:00 p.m.
Saturday and Sunday: Closed (please leave a voicemail with the reason for your call, your name and phone number and a customer service agent will return your call)

General Inquiries

For general inquiries see our FAQs and Instant Answers or contact us:

By email:
Submit a Request

By Phone:
1-866-607-6301 In Canada
1-416-979-8822 Outside of Canada

Monday to Friday
8:00 a.m. to 6:00 p.m. local time.

By Mail: