We’ll evaluate your request to confirm your package was delivered late.
We’ll contact the sender
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.
We’ll make a final decision
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.
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.
What’s the compensation for packages delivered late?
If your package was delivered late, you may be eligible for a postage refund (following an investigation and in compliance with our policies).
What additional information might be needed to request a refund?
We may ask for proof of payment, but it’s not required to start processing your request.
When and how will I be contacted?
We’ll contact you if more information is needed. If no other information is needed, we’ll contact you only once a final decision has been reached. We generally contact you by email (if an email address is provided). Otherwise, we’ll contact you by phone.