Business Reply Mail™ Customer Guide – Domestic and International

Important Updates for January 2010

Customers should ensure they are using the most current version of the Customer Guide, including all amendments and other applicable documents, which are posted on the Canada Post website. See in particular, canadapost.ca/postalservices for key documents.

Note that when there is an amendment or a revision to the document, the version number will be modified as follows:

• an amendment increases the first digit in the version (e.g., version 2.0, 3.0).
• a revision increases the second digit in the version (e.g., version 1.1, 1.2).
• the version number restarts at 1.0 every January of a given year.

Table of Contents

1

Service Overview

1.1	The Purpose of this Business Reply Mail Customer Guide

This Customer Guide has been designed to give Customers detailed information needed to get the most from Canada Post’s Business Reply Mail (BRM) service.

This Customer Guide forms part of the Agreement between the Customer and Canada Post. It explains the qualifications and other terms and conditions under which this service is provided.

Customers should ensure they are using the most current version of the Customer Guide, including all amendments and other applicable documents, which are posted on the Canada Post website. See in particular, canadapost.ca/postalservices for key documents.

It is the Customer’s obligation to meet all the requirements outlined in the Business Reply Mail Agreement.

1.2	What is Business Reply Mail?

Business Reply Mail is a direct response vehicle that is used by businesses, publishers, government departments, fund-raisers and other organizations to seek responses from recipients within Canada (Domestic Business Reply Mail) and from recipients around the world (International Business Reply Mail).

Business Reply Mail is available in both envelope and card format. Customers must pay an annual, non-refundable fee and then only pay for items that are returned to them (see section 5 “Pricing” for more information).

Applications include:

• receiving payments
• generating sales leads
• initiating customer service
• identifying customer needs
• building databases
• raising funds
• voting
• researching the marketplace
• developing retail trade
• requesting information
• renewing magazine subscriptions
• returning qualified items.

To use Business Reply Mail, Customers must have an active Business Reply Mail Agreement and access to the Business Reply Mail Artwork Online tool located within Canada Post‘s Online Business Centre.

To register for and use the Business Reply Mail Artwork Online tool, which is available to Customers at no charge, visit canadapost.ca/obc or contact a Canada Post Representative.

Visit canadapost.ca/brmsupportdocuments for a list of support documents detailing Business Reply Mail requirements and to access the Business Reply Mail artwork online tool “DEMO”.

1.3	Service Standards

Standards for the delivery of the Business Reply Mail service are based on delivery from the time the item is placed into the mail stream by the recipient or when the item enters the Canada Post mail stream from other postal administrations. These service standards are not guaranteed.

A general overview of the Business Reply Mail service standards is as follows:

Once in the Canada Post mail stream:

For more information, visit Service Standards in section 2.7 “Business Reply Mail™”at canadapost.ca/postalguide.

1.4	Service Features and Options

1.4.1

Features

A feature is provided as part of the basic service.

1.4.1.1

Redirected Items

Items that cannot be delivered as originally addressed because the addressee has moved will be redirected to the addressee at no extra charge while there is a Change of Address Notification (COAN) in effect. Customers must provide a copy of their Change of Address Notification (COAN) to their Canada Post Representative.

1.4.2

Options

An option is a service enhancement that is not provided automatically as part of the basic service.

1.4.2.1

Plastic Commercial Envelope

Customers may use leak-proof plastic commercial envelopes provided they meet Canada Post’s domestic Business Reply Mail service specifications for the return of duck wings and goose tails by hunters and other “flat” objects* requiring a leak-proof container as part of the response from the recipient. For information on mailing dry biological specimens, refer to Section 3.2.1 of “ABCs of Mailing - Business”.

1.4.2.2

Labels

Business Reply Mail (BRM) offers two (2) labels that can be used by Customers for both domestic and international Business Reply Mail services:

1. Electronic Business Reply Mail label (BRM elabel)

2. BRM overlay label

Visit canadapost.ca/brmsupportdocuments for details on Business Reply Mail labels.

1.4.3

Undeliverable Business Reply Mail

A Business Reply Mail item will not be provided to the Customer and will be treated as undeliverable if:

• the item does not bear a complete and valid Business Reply Mail address
• the addressee has moved and the Change of Address Notification (COAN) has not been filed or has expired for the Business Reply Mail address
• delivery is prohibited by law
• the item cannot otherwise be delivered to the Business Reply Mail address
• a Customer has chosen to cancel their Business Reply Mail Agreement
• a Customer does not pay their annual Business Reply Mail fee and/or pay for their Business Reply Mail items.

Undeliverable Business Reply Mail items will be disposed of or recycled as determined by Canada Post.

2

Content, Format and Physical Characteristics

To be eligible as Business Reply Mail, the items mailed must meet the criteria specified for Business Reply Mail and must be prepared for mailing in such a manner as to prevent loss or damage to any item and permit easy examination of each item.

Items submitted as Business Reply Mail that do not meet the content, format and physical characteristics specified for Business Reply Mail and other requirements outlined in this Agreement, may be subject to price adjustments and/or surcharges or may not qualify for Business Reply Mail service and prices.

See section 5 “Criteria for Qualification” and section 6 “Surcharges” in the General Terms and Conditions. Visit canadapost.ca/postalservices for information on surcharges.

2.1

Content

If Customers are preparing a Domestic Business Reply Mail item that will include content other than paper documents (e.g., Ink Jet cartridges, film, etc.) as part of the response from the recipient, the Customer must submit physical samples for testing to Canada Post’s Mail Standards and Testing group (see section 3.1.1 “Confirmation of Artwork Placement and Certification of Machineability”).

If Customers are preparing an International Business Reply Mail item, only paper documents are accepted as part of the response from the recipient.

2.1.1

Enclosures

2.1.1.1

Film

Domestic Business Reply Mail may be used as a vehicle to accept films, negatives and pictures by film processors, providing the envelope meets the requirements and specifications. Items will be charged the “Other Business Reply Mail” price depending on the size and weight of the envelope. The final item, including enclosures (or content), must measure 20 mm or less in thickness.

2.1.1.2

Coin

If the recipient of a Domestic Business Reply Mail is expected to include a coin as part of the response, the Business Reply Mail item, including the coin enclosed by the recipient, must meet the following requirements:

• the coin must be secured (e.g., by means of a glue spot) in the top left-hand corner of the envelope insert
• the coin must be within 40 mm from the top edge and 60 mm from the left edge.

2.1.2

Non-Mailable Matter

Generally, non-mailable matter means any item that:

• is prohibited by law (e.g., illegal, obscene, fraudulent)
• is non-mailable due to the fact that it fails to meet certain physical characteristics or marking requirements
• contains products or substances that could:

• cause injury to those handling the mail
• cause damage to postal equipment or other items
• cause entrapment of other items.

Any item bearing a modified postage stamp in contravention of section 52, or bearing a word or mark in contravention of section 58, of the Canada Post Corporation Act and Regulations is also non-mailable matter. Dangerous substances or articles prohibited by law are not acceptable as Business Reply Mail.

Visit “Non-mailable Matter” of the Canada Postal Guide at canadapost.ca/postalguide for more information.

It is the Customer’s obligation to ensure an item does not constitute non-mailable matter and is otherwise acceptable for mailing. For information on how non-compliant items will be handled, refer to the General Terms and Conditions component of this Customer Guide.

2.1.2.1

Solicitations by Mail

Solicitations (offers) having the general appearance of a bill, invoice, or statement of account where there is no obligation to make a payment in relation to the offer unless accepted, must adhere to the regulatory obligations detailing wording and format requirements.“Non-mailable Matter” at canadapost.ca/postalguide contains the requirements. For the official requirements of the Solicitations by Mail Regulations made under the Canada Post Corporation Act, go to http://laws.justice.gc.ca/en/showtdm/cr/C.R.C.-c.1295.

2.2

Format

Canada Post provides artwork for Business Reply Mail items through the Business Reply Mail Artwork Online tool.

Artwork created with the online tool contains all the essential elements (see section 2.4 “Illustrations”), in the desired format and bearing the appropriate design and physical characteristics of the requested service type.

To register for and use the Business Reply Mail Artwork Online tool, which is available to Customers at no charge, visit canadapost.ca/obc or contact a Canada Post Representative.

Visit canadapost.ca/brmsupportdocuments for a list of support documents detailing Business Reply Mail requirements and to access the Business Reply Mail artwork online tool “DEMO”.

2.2.1

Addressing

The Business Reply Mail address and Postal Code^OM should adhere to the Addressing Guidelines. For more information on Addressing, visit the Canada Postal Guide at canadapost.ca/postalguide under Addressing Guidelines.

Customers may only modify the first line (title, logo) and, depending on the size of the envelope or card, a second line (name) may be available for customizing. When customizing the first line (title, logo) or second line (name), Customers are not permitted to change addressing information.

Address windows for the Domestic Business Reply Mail service must be located and covered in a manner that meets the applicable requirements as established in the Postal Standards. Refer to sections 3.1.1.1, 3.1.2 and 3.1.2.1 of the Lettermail Postal Standards at canadapost.ca/postalstandards for more information.

2.2.2

Markings

Customers may use the “Delivered by” logo on items delivered by Canada Post with the prior written consent of the Corporation's Manager, Brand Development or her/his designate. The Corporation's Manager, Brand Development can be contacted at info.brand@canadapost.ca. Visit canadapost.ca/cpo/mc/aboutus/media/logodownloads.jsf for available artwork.

Customers with a Standing Offer Agreement may use Canada Post postal indicia on items delivered by Canada Post without prior authorization. Visit canadapost.ca/tools/pg/indicia/default-e.asp for the requirements, artwork and the specifications.

Any use by the Customer must then be only in strict accordance with the consent granted. Any unauthorized use is an offence under the Canada Post Corporation Act and Regulations as well as being an infringement of Canada Post's trade-marks and official marks.

Note that an item will be considered non-mailable matter if, on the outside, it is marked or labelled with any of the following that were not provided or authorized by Canada Post:

• any design likely to be mistaken for a postage stamp, meter impression, service label or any other mark suggesting that postage has been paid
• any label or endorsement implying that it will be given special handling, delivered faster or be provided with any service that has not been purchased by the Customer. (However, Customers may include labels on items that are directed to the addressee as an instruction that is clearly related only to the enclosure and would not otherwise result in the item being non-mailable matter.)
• any facsimile of any label, endorsement or marking used by Canada Post that might cause confusion so as to affect its handling, e.g., confusion as to the service the Customer has paid for.

It is the Customer’s obligation to obtain approval for any proposed endorsement or other markings from Canada Post prior to printing.

2.3	Physical Characteristics

To qualify as Business Reply Mail, every item must meet the size and weight requirements for its type of format (envelope or card) and type of service (Domestic or International).

2.3.1

Domestic Business Reply Mail

To be considered Domestic Business Reply Mail, the item must be rectangular with the length being greater than the width. The maximum length-to-width ratio must be 2.6:1 and the minimum length-to-width ratio must be 1.3:1.

2.3.2

International Business Reply Mail

To be considered International Business Reply Mail, the item must be rectangular with the length being greater than the width. The maximum length-to-width ratio must be 2.6:1 and the minimum length-to-width ratio must be 1.4:1.

Any International Business Reply Mail item weighing more than 50 g or exceeding the size specifications of International Business Reply Mail may not be returned as International Business Reply Mail from other postal administrations, as per Universal Postal Union Regulations. Where items weighing over 50 g are returned, they will be considered as Letter-post – International and, will be subject to the applicable weight category at the Other Letter-post price.

2.4	Illustrations

These illustrations are provided as a visual aid to help ensure Customers produce Business Reply Mail items that meet all the applicable specifications and requirements, while leveraging the areas available for customizing (i.e., Customer-Controlled Area, first line [title], etc.). Refer to the following legend for an explanation of the various graphical elements in the figures below:

		Business Reply Mail Indicia – The Domestic Business Reply Mail indicia is the “postage stamp”. It contains the Customer number and Customer Surtaxing Code. Do not alter. The International Business Reply Mail indicia is the “postage stamp”. It contains the Customer number and has bars in both top/left and bottom/right corners. Do not alter.
		Chevrons – The chevrons shown below the indicia are the Business Reply Mail service identifier. These chevrons are not to be used on any other Canada Post service. Do not alter.
		Three (3) Extraction Bars – The three (3) vertical bars to the left of the indicia on the Domestic Business Reply Mail card or envelope prompt Canada Post’s mail processing to extract items for special handling. Do not alter. NOTE: These three (3) vertical bars are not to be used on International Business Reply Mail. Do not alter.
		Business Reply Mail Bar Code and Human-Readable Line – The bar code and the human-readable line directly above it contain Customer identification information. These elements must be placed together on the Business Reply Mail item. Do not alter.
		Business Reply Mail Address – This area is for the Customer‘s company name and the Business Reply Mail address. Customers can request the address block to be provided in a single or bilingual (swiss style) format. Do not alter either the address or Postal Code provided by Canada Post for Business Reply Mail mailings. Customers may only modify the first line (title). Depending on the size of the envelope or card, a second line (title) may be available for customizing. NOTE: When customizing the first line (title) or second line (title), Customers are not permitted to include addressing information.
		Business Reply Mail Postal Code – The Business Reply Mail Postal Code may differ from the Customer’s regular Postal Code. Do not alter the Postal Code provided to Customers for Business Reply Mail mailings. For Customers who have a rural address [e.g., Postal Code with a “0” (zero)] as the second character, the Postal Code will remain the same.
		Customer-Controlled Area – The Customer-Controlled Area is available for Customers to customize the item by adding their corporate logo or a special message. Fluorescent inks must not be used. International Business Reply Mail items must include the “BY AIRMAIL/PAR AVION” indicator at the top/left corner.
		Clear Area – This area must remain blank on the front of the item and should remain blank on the back of the item.
		“REPLY PAID / RÉPONSE PAYÉE” and “CANADA” – This designation is printed directly above the human-readable line. This designation is required to meet international mailing requirements. Do not alter.
		VES Bar Code Area - Canada Post will print a fluorescent bar code in this area which may overprint on any information located within this area. It is therefore recommended that this area be kept clear.

2.4.1

Domestic Business Reply Mail Artwork (Responses Within Canada)

Figure 1: Machineable Domestic Business Reply Mail

See also Figure 4.

Figure 2: Other Domestic Business Reply Mail [Oversize (O/S)]

See also Figure 4.

2.4.2

International Business Reply Mail Artwork (Responses From International Destinations)

Figure 3: Machineable International Business Reply Mail

See also Figure 4.

2.4.3

Back of a Domestic and International Machineable BRM

Figure 4: Location of the VES Bar Code on the back of machineable BRM items

Canada Post will print a fluorescent bar code on the back of machineable Domestic and International mail items. This area for this bar code is defined as 140 mm long by 15 mm high, measured from the bottom left-hand corner. If a Customer chooses to place information here, it will be overprinted by this bar code.

3

Preparing Business Reply Mail

3.1	Preparing Business Reply Mail Items

If the Customer or the Customer’s Representative (e.g., graphics department, printing agency) alters any of the Business Reply Mail artwork (indicia, extraction bars, bar code, address, font, “BY AIRMAIL” designation, etc.) or alters the physical characteristics, rendering the item out of specification, or places content or graphics (e.g., logos) outside of the designated Customer Controlled Area, then surcharges for Machineable and Other Business Reply Mail may apply or the item(s) may not qualify as Business Reply Mail and/or the Customer’s Agreement may be cancelled.

3.1.1

Confirmation of Artwork Placement and Certification of Machineability

Prior to printing Business Reply Mail items, Canada Post provides two (2) processes to help ensure Business Reply Mail items qualify for the lowest applicable published Business Reply Mail price:

1. The Confirmation of Artwork Placement process is the first recommended step Customers should take to ensure Business Reply Mail elements are positioned correctly on the items.
2. The Certification of Machineability process is the final recommended step Customers should take to ensure Business Reply Mail items are certified as machineable.

Canada Post’s Mail Standards and Testing group handles these processes. Send samples to:

CANADA POST
MAIL STANDARDS AND TESTING
ENGINEERING AND MAINTENANCE
2701 RIVERSIDE DR SUITE N0625
OTTAWA ON  K1A 0B1

Send electronic artwork to: mailstandardsandtesting@canadapost.ca

3.1.1.1

Confirmation of Artwork Placement

Canada Post recommends Customers submit an electronic sample of their final Business Reply Mail artwork before printing to the Mail Standards and Testing group at mailstandardsandtesting@canadapost.ca or alternatively to the Customer Data Management (CDM) group at cdmpublic@canadapost.ca. Customers must send the electronic sample in PDF format at 1:1 ratio, capable of being read in Adobe®¹ Acrobat version 5 or as otherwise required by Canada Post. Customers are to include the size of the envelope or card as well as the Customer’s crop marks in the electronic file.

The artwork will be reviewed (using the Size/Rating Template) to determine if the Business Reply Mail elements are positioned correctly on the item. The results are provided to the Customer. If issues with placement are identified, the Customer should correct the artwork and re-submit another electronic sample.

Customers remain responsible for any errors or omissions.

3.1.1.2

Certification of Machineability

Canada Post recommends Customers submit a minimum of 50 physical samples of the items to Canada Post’s Mail Standards and Testing group.

The samples will be tested and Customers will be provided with the results. A result of “PASS” certifies the items, as submitted, are machineable and should qualify for the lowest applicable published Machineable Business Reply Mail price.

A result of “FAIL” indicates the items, as submitted, cannot be certified as machineable. If this occurs, a list of deficiencies will be provided to the Customer. The Customer should correct the deficiencies and re-submit the items for testing. Otherwise, surcharges for Machineable and Other Business Reply Mail may apply or the item(s) may not qualify as Business Reply Mail and/or the Customer’s Agreement may be cancelled.

3.1.2

Size/Rating Templates

The Domestic and International Size/Rating Templates* can be used to verify whether an envelope or card is an acceptable size (length and width) for the Business Reply Mail service.

To use the template, follow these steps:

1. Line up the bottom lower right corner of the template’s indicated target marker with the bottom lower right corner of the item (envelope or card). The top left corner of the item must fall within the top left-hand corner of the shaded area on the domestic or international template. When using the Domestic Business Reply Mail service template, the barcode may be placed within the tolerances indicated in Figure 1 of section 2.4.1 “Domestic Business Reply Mail Artwork (Responses Within Canada)” and the boundaries as indicated on the template. The barcode may be placed as far as 15 mm from the left edge of an item and as high as 35 mm from the top edge down.

2. Line up the top right corner of the template’s indicated target marker with the top right corner of the item (envelope or card). The extraction bars must fall within the designated box. For International items, place “REPLY PAID” designator box over the “REPLY PAID” designation on the item; the designation and its horizontal bars must fit within the designator box.
3. For International items, line up the top left corner of the template’s indicated target marker with the left corner of the item (envelope or card). The “BY AIRMAIL” designation must fall within the designated box.

Customers must ensure all the Business Reply Mail elements are positioned in the appropriate locations. Otherwise, surcharges for Machineable and Other Business Reply Mail may apply or the item(s) may not qualify as Business Reply Mail and/or the Customer’s Agreement may be cancelled.

3.2	Printing Business Reply Mail

The Business Reply Mail Artwork Online tool provides artwork in encapsulated postscript file (eps, vector outline format) and portable document format (pdf). The artwork is designed to work with Adobe® Creative Suite² and QuarkXpress®³ version 4.1 (and upward).

To enquire about using alternate software, contact Canada Post’s Mail Standards and Testing group.

Using QuarkXpress®*, Adobe® Indesign² and Adobe® Photoshop**²

• the artwork for Business Reply Mail should be printed using the eps file. The pdf file should only be used for reviewing artwork
• the artwork should be printed at 100%
• positives or negatives should be printed using the highest quality printer settings. Ensuring that there are adequate levels of toner or ink before printing positive or negatives. Without adequate levels, the extraction bars, bar code, and address block may be unreadable
• machineable Business Reply Mail envelopes and cards must be printed using Courier New or Letter Gothic font.

3.2.1

Fonts

Within the Business Reply Mail Artwork Online tool, Customers have the option to create artwork using the following fonts:

• Courier New
• Courier New Bold*
• Letter Gothic.

The address provided in the Business Reply Mail artwork is created with a fixed pitch font. Fixed pitch fonts provide the best results with Canada Post’s sortation/address recognition equipment. Do not alter.

3.2.1.1

Canadian Standards for Acceptable Fonts and Maximum Address Lengths

3.2.2

Inks

The most suitable colour for printing the Business Reply Mail artwork is black. Fluorescent inks may not be used on Domestic or International Business Reply Mail items.

To enquire about using an ink other than black, contact Canada Post’s Mail Standards and Testing group.

3.2.3

Crop Marks

The Business Reply Mail artwork contains several crop marks. The crop marks identified by TL, BL, TR and BR represent the corners of the artwork.

TL = Top Left
BL = Bottom Left
TR = Top Right
BR = Bottom Right

3.2.4

Bar Code

The Business Reply Mail artwork contains a 4-state bar code with the human-readable line located above the bar code. There should be 52 bars in the bar code, consistent in width and spacing. The bars on the bar code should be crisp (no ghost images or blurring). Do not alter.

3.2.5

Paper Stock

Customers must choose a paper stock (i.e., envelope and card) that has low levels of luminescence.

• envelope must be uncoated (non-glossy), and have a weight that is at least 75 g/m²
• card stock must be uncoated (non-glossy), have a weight that is at least 120 g/m² and must be at least 0.18 mm (0.007 in.) thick.

3.2.5.1

Canadian and U.S. Envelope Standards

The Business Reply Mail Artwork Online tool produces artwork in accordance with the Addressing Guidelines and Canada Post’s mail processing equipment thresholds.

Standards vary between countries. The metric unit is the official measure. Imperial equivalents are provided for reference and convenience only.

3.2.6

Sealing

1. All Business Reply Mail envelopes must be fully sealed.
2. Self-mailers must weigh a minimum of 3 g and be sealed with no more than a 1 mm gap. If multi-web Self-mailers are used, they must be closed on all four (4) edges.
3. Customers are responsible for providing sealing instructions on Self-mailers.

3.2.7

Flexural Strength and Flexibility

Machineable Business Reply Mail items must have sufficient flexural strength and flexibility so they sag no more than 22 mm when freely supported between two (2) level supports that are located 10 mm from their left and right edges and can bend around 140 mm radius without being damaged.

Other Business Reply Mail items [i.e., Oversize (O/S)]:

• must have sufficient strength to remain horizontal when the edge of the item is held in one hand
• may be packaged in either flexible or rigid materials, such as paperboard or corrugated cardboard.

4

Distributing Business Reply Mail

4.1	Various Methods to Distribute Business Reply Mail Items

Customers may distribute Business Reply Mail envelopes and cards through free-standing handouts or may use Canada Post’s services. For example, in Canada, Customers may send Business Reply Mail items as part of a Publications Mail™, Addressed Admail™, Unaddressed Admail™, AdCard™, Lettermail™, Priority Courier™ and Xpresspost™ item or service.

International Business Reply Mail items are distributed through international services: Letter-post – U.S.A. and International, International Incentive Letter-post, and U.S.A. and International Parcel Services.

When Business Reply Mail cards are included as part of another type of mailing (e.g., either loose or as an attached piece of an AdCard or Unaddressed Admail item), the card must be folded inside or inserted in the mail piece in order to cover the Business Reply Mail design elements and specific Business Reply Mail address. This will avoid confusion for the recipient and Canada Post at the time of processing.

5

Pricing

5.1	Business Reply Mail Annual Fee and Prices

In order to take advantage of these prices, the Customer must meet all applicable requirements, including specifications for Business Reply Mail, as outlined in this Agreement.

Customers will be billed an annual, non-refundable fee plus applicable taxes upon signing the Agreement Activation Form and upon renewal of their Agreement on each anniversary date.

Business Reply Mail Customers are responsible for payment of each returned Business Reply Mail item even if the Business Reply Mail item is blank, incomplete or empty.

In addition, items that fail to meet the applicable specifications and requirements for Machineable and Other Business Reply Mail will be subject to surcharges.

Canada Post will provide the Customer with an invoice for Business Reply Mail that summarizes the charges posted to their account. The charges reflected on the invoice are either of the annual fee and/or of a summary of the Business Reply Mail items returned to the Customer.

Please refer to the Business Reply Mail Price Sheet at canadapost.ca/brmsupportdocuments for the applicable published prices.

6

Business Reply Mail Specific Terms and Conditions

6.1	Payment Terms

For general payment terms, see Paying For Your Mailing.

6.2	General Terms and Conditions

For general terms and conditions, see the General Terms and Conditions component of this Customer Guide.

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