Incentive Lettermail™ – Customer Guide
Important Updates for January 2010
Any description of change is provided for reference and convenience purposes only. The description of change does not form part of the Agreement between the Customer and Canada Post.
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.
Please 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 Incentive Lettermail Customer Guide |
This Customer Guide has been designed to give Customers detailed information needed to get the most from Canada Post’s Incentive Lettermail 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 Incentive Lettermail Agreement.
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NOTE:
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Some words and expressions used in this document have a specific meaning. Please refer to section 1 “Definitions” of the General Terms and Conditions for the definition of specific terms referenced throughout this document and this Agreement. |
1.2 | What is Incentive Lettermail? |
Incentive Lettermail is a category of Lettermail that consists of identical items of Standard [formerly known as Short and Long (S/L)] and Oversize (O/S) mail as defined by Canada Post that must be deposited in Canada for delivery in Canada.
In order to access the applicable Incentive Lettermail price, Customers must enter into an Agreement with Canada Post and ensure that the mail meets certain requirements established by Canada Post. These requirements include, but are not limited to, mail preparation and presortation, address accuracy, mail processing acceptability and readability, size, weight, placing Orders (Statements of Mailing) using the Electronic Shipping Tools (EST), etc.
Within the Incentive Lettermail category there are two (2) mail preparation and presortation options available.
- Machineable Standard and Oversize (O/S)
- Presort Standard and Oversize (O/S).
Visit canadapost.ca/ilmsupportdocuments for a list of support documents detailing Incentive Lettermail requirements.
1.2.1
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Machineable Standard and Oversize (O/S) Overview
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Machineable Mail is mail that is prepared in such a way that it can be efficiently processed through Canada Post’s automated mail processing equipment. Process efficiency includes but is not limited to:
- the speed at which items are processed through the automated mail processing equipment
- the frequency of processing interruptions resulting from mail items characteristics not meeting product specifications
- ensuring that there is no requirement for special machine set-up to process the mailing.
Canada Post reserves the right to decline customer requests for Machineable prices if a mailing cannot be efficiently processed through Canada Post’s automated equipment.
Mail must achieve a minimum machine readability target of 80% for Standard and 70% for Oversize (O/S) in order to qualify for the Machineable price. A readability target of 95% for Standard and 85% for Oversize (O/S) is required in order to avoid a price adjustment or surcharge. Machineable Mail may only be deposited at approved mechanized sites. A minimum of 5,000 identical items per deposit is required.
1.2.2
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Presort Standard and Oversize (O/S) Overview
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Lettermail Presort refers to mail that is sequenced, grouped and containerized to enable Canada Post to bypass various processing steps and facilities within its mail distribution network. A minimum of 500 identical items per deposit is required.
Service standards are estimates of how long it will take for the mail to be delivered from the point of deposit to the destination points. These service standards are not guaranteed.
A general overview of the Incentive Lettermail service standards is as follows:
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NOTE 1:
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Delivery service standards are calculated from the day of deposit (day 0) plus the number of business days required for delivery. The number of days excludes the day of mailing, weekends and statutory holidays. Weekend and statutory holiday deposits are considered deposited on the following business day. |
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2:
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Service standards for items deposited at Canada Post Receipt Verification Unit (RVU) sites are subject to cut-off times. Mail deposited after the cut-off time is considered as being deposited on the next business day. Visit canadapost.ca/ilmsupportdocuments for current cut-off information for each RVU site. |
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3:
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Service standards are subject to change without notice. |
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4:
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These service standards do not apply to Northern Regions and to Remote Centres as defined by Canada Post. Also, these service standards do not apply to redirected or returned items. |
For more information, visit section 2.5 “Incentive Lettermail™” of “Service Standards” at canadapost.ca/postalguide.
1.4 | Service Features and Options |
A feature is provided as part of the basic service.
Incentive Lettermail 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.
Incentive Lettermail items that are undeliverable, or if no Change of Address Notification (COAN) is in effect, will be returned to the sender at no extra charge if a Canadian return address appears on the outside of the item. When the return address is on the inside of the item, it will be returned to the Customer for a fee.
An option is a service enhancement that is not provided automatically as part of the basic service.
This service option is available under separate agreement. If the item cannot be delivered as addressed because the addressee has filed a Change of Address Notification (COAN) with Canada Post, the Do Not Forward option enables the Customer to have domestic Incentive Lettermail returned to the return address on the item and not forwarded to the addressee.
1.4.3
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Undeliverable Incentive Lettermail
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Incentive Lettermail is treated as undeliverable if:
- the item does not bear a complete and valid address
- the item is addressed to a non-existent address
- the item is refused by the addressee
- delivery is prohibited by law
- the item cannot otherwise be delivered to the addressee.
Undeliverable Incentive Lettermail items that cannot be redirected will be disposed of or recycled, as determined by Canada Post.
2 | Content, Format and Physical Characteristics | |
To be eligible as Incentive Lettermail, the items mailed must meet the criteria specified for Incentive Lettermail 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 Incentive Lettermail that do not meet the content, format and physical characteristics specified for Incentive Lettermail and the various mail preparation and other requirements outlined in this Agreement, may be subject to price adjustments and/or surcharges or may not qualify for Incentive Lettermail services and prices.
See section 5 “Criteria for Qualification” and section 6 “Surcharges” in the General Terms and Conditions. Visit canadapost.ca/ilmsupportdocuments for information on surcharges.
2.1.1
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What is Acceptable as Incentive Lettermail?
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Incentive Lettermail can include the following:
- a letter
- a card
- a postcard
- a self-mailer
- an annual, semi-annual or quarterly report
- a proxy
- a survey
- a notice of voting for federal, provincial or municipal events
- a receipt or invoice (or similar document containing financial information)
- a CD or DVD (must be submitted to Canada Post for testing and approval)
- a flexible magnet
- product/service information.
Incentive Lettermail can include enclosures, as long as they do not impede mechanized processing. Non-paper enclosures must be pre-approved, with the exception of plastic cards that meet the flexibility requirements outlined in the Canadian Postal Standards. Adhesive repositionable notes can be adhered to an Incentive Lettermail item. Visit canadapost.ca/postalstandards for more information.
2.1.3
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What is Unacceptable as Incentive Lettermail?
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To be eligible as Incentive Lettermail, the items mailed must meet the criteria specified for Incentive Lettermail 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.
Commingling of Incentive Lettermail items is not permitted. Commingling occurs when a number of separate and notably different mailings are combined to achieve the minimum deposit requirement or sufficient densities to achieve discount prices. See “Ownership of Mail” in section 6.2 “General Terms and Conditions”.
2.1.4
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Non-Mailable Matter
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Generally, non-mailable matter means any items 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.
Visit “Non-mailable Matter”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.
2.1.4.1
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Solicitations by Mail
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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.
Each item in an Incentive Lettermail mailing must be identical in design and physical characteristics. However:
- the weight, thickness and the colour of the exterior covers may vary; however, colours such as dark blue, red, black, dark green and dark brown should be avoided
- Standard items cannot be mailed in transparent wrapping
- Standard items must be rectangular with a maximum length to height ratio of 2.6:1 and a minimum of 1.3:1
- Standard items must be sealed on all sides
- Oversize (O/S) Machineable and Presort Lettermail must be rectangular
- the aspect ratio does not apply to Oversize (O/S) Machineable and Oversize (O/S) Presort Lettermail
- Oversize (O/S) items can be mailed in closed transparent wrapping as long as the address label is under or affixed to the plastic film. If the plastic is such that it cannot be written upon, the plastic film should have a 20 mm-wide white opaque band. The address label should be large enough to accommodate postal endorsements. If the closed transparent material can be written upon, a sample of the envelope must be submitted to Canada Post for testing and approval.
Each item of an Incentive Lettermail mailing must be addressed to a specific individual or a company, and include the complete mailing address and the valid Postal CodeOM for that address.
The address location and window location must be the same on all items. The return address can vary, provided that either the address or the name or logo of the company to which items are to be returned remains constant. If a mailing consists of items from various applications from the same parent company (i.e. ABC Corporation (parent company) for ABC Telephone, ABC Audio) the return addresses and the logos may be different provided that the mailings can be linked to the parent company.
Only Canadian return addresses are acceptable and only one (1) return address is permitted.
Address windows on Incentive Lettermail must be located and covered in a manner that meets the applicable requirements as established in the Canadian Postal Standards Lettermail.
Visit canadapost.ca/postalstandards for more information.
For more information on addressing, visit the Canada Postal Guide at canadapost.ca/postalguide under Addressing Guidelines.
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 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.
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NOTE:
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In no event may third parties use or replicate the tagline “From anywhere… to anyone™”. This tagline is Canada Post’s corporate tagline and is reserved for the exclusive use of Canada Post. No third parties will be granted permission to use or replicate this tagline or permitted to create a “spin-off” of this tagline. |
2.3 | Physical Characteristics |
Each item of Incentive Lettermail must be completely sealed, rectangular in shape, and meet the following size and weight specifications.
Table 1: Size – Incentive Lettermail
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A self-mailer is any item that does not have an outer cover, wrapping or envelope in addition to the paper or material on which the communication is placed. |
Table 2: Weight – Incentive Lettermail
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NOTE:
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A self-mailer is any item that does not have an outer cover, wrapping or envelope in addition to the paper or material on which the communication is placed. |
3 | Preparing the Mailing | |
Proper mail preparation is important to ensure that Incentive Lettermail items are processed and delivered efficiently. Adjustments and/or surcharges may be applied to improperly prepared mailings.
3.1 | Mail Preparation and Presortation |
Mail preparation is the process of facing and containerizing the items and labelling the containers. It ensure machineability (where applicable) and protection of mail, identification of the type of mail and ease of handling.
Mail presortation is the process of sequencing, grouping and containerizing the items and labelling the containers to allow Canada Post to bypass various processing steps and facilities within its mail distribution network.
Visit canadapost.ca/mailpreparation for more information on mail preparation and presortation.
3.2 | Summary of Options and Key Requirements |
Machineable Mail is mail that is prepared in such a way that it can be processed through Canada Post’s automated mail processing equipment.
Table 3: Machineable Standard – Incentive Lettermail
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If a full monotainer/pallet of Machineable Mail is deposited at the destination plant that will be processing the mail, there is no need to label each container. Canada Post only requires the monotainer/pallet to be identified as “STANDARD LETTERMAIL MACHINEABLE” and “OVERSIZE LETTERMAIL MACHINEABLE”. This does not apply to monotainers with mixed Lettermail services. |
Table 4: Machineable Oversize (O/S) – Incentive Lettermail
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*
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If a full monotainer/pallet of Machineable Mail is deposited at the destination plant that will be processing the mail, there is no need to label each container. Canada Post only requires the monotainer/pallet to be identified as “STANDARD LETTERMAIL MACHINEABLE” and “OVERSIZE LETTERMAIL MACHINEABLE”. This does not apply to monotainers with mixed Lettermail services. |
Machine Readability Requirements and Evaluation of Samples
Items prepared and submitted as Machineable Incentive Lettermail must meet certain requirements, including machine readability.
A readability target of 95% for Standard and 85% for Oversize (O/S) is required in order to avoid a price adjustment or surcharge.
For read rates between 80% and 95% for Standard and 70% and 85% for Oversize (O/S), full price will be applied to the portion of mail between the Customer’s read rate and the target read rate.
For read rates that are less than 80% for Standard and 70% for Oversize (O/S), full price will be applied to the entire mailing. Visit canadapost.ca/customerguides for information on surcharges.
To help reduce the risk of such price adjustments and/or surcharges and permit efficient mail processing through Canada Post’s automated processing equipment, Customers should submit samples of proposed mailings to Canada Post to test for readability and machineability. The Customer remains responsible for meeting all applicable requirements.
Customers wishing to have their items assessed for machineability and readability should contact a Commercial Service Network (CSN) representative at 1.866.757.5480. Once the Customer has contacted the CSN, they may have their mail assessed by:
- submitting an electronic version of their mail piece for review and feedback on the machineable elements of the mail piece
- submitting 200 samples of the final version to obtain a readability assessment of the samples.
Visit canadapost.ca/postalstandards for more information.
Table 5: Standard Presort – Incentive Lettermail
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Customers who deposit Standard Presort mail in Non-Letter Carrier offices (not serviced by Letter Carriers) for delivery within that same office, are exempt from Address Accuracy and Delivery Mode Code (DMC) requirements. All other requirements to access the Presort service option must be met. |
Table 6: Oversize (O/S) Presort – Incentive Lettermail
Address Accuracy is a program designed to improve delivery by encouraging Customers to accurately address mail. Every item must be addressed to a specific individual or a company and include the complete mailing address, including the valid Postal Code for that address. If the address is not complete, the mail may be delayed or returned.
Consistent and accurate addressing eliminates the need for extra handling and/or redelivery. For Customers, this translates into a more efficient service and lower costs. Accurate addressing helps ensure the mail is delivered on time, every time.
For Incentive Lettermail, participation in the Address Accuracy Program is mandatory. The minimum volume threshold for Address Accuracy is 5,000 items for Machineable and 500 items for Presort.
The standard for Address Accuracy is 95%. This means that 95% of the addresses on the Customer’s database are determined to be valid when compared to the Canada Post database. This is done by using Canada Post-recognized software that performs address validation and/or address validation and correction or by using a mail service provider who offers this service. If the percentage on the Statement of Accuracy (SOA) produced by the software is less than 95%, an adjustment will be applied to the mailing.
A Statement of Accuracy (SOA) is used to report the percentage of accurate addresses on a mailing list. The SOA must be generated a minimum of once a year. It includes the following information:
Customers must record their Address Accuracy percentage and expiry date obtained from their Statement of Accuracy (SOA) on their Order (Statement of Mailing). Failure to record the Address Accuracy percentage and expiry date on the Order (Statement of Mailing) will result in the application of an adjustment to the cost of the mailing. Adjustments are calculated as follows:
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Volume of Mail x (95% - Customer’s Actual Address Accuracy %) x Maximum* $0.05 = Total Adjustment |
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For example, on a mailing of 15,000 items of Machineable Lettermail (30 g) at a price of $0.50 ** per item (full Lettermail price is $0.52 ** with an Address Accuracy rate of 91% the adjustment would be: |
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15,000 x (95%-91%) x $0.02 = $12.00 adjustment added to the cost of the mailing |
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Adjustment rate, when added to the incentive price, cannot exceed current Lettermail full price. |
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**
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The above calculation is for illustration purposes only and does not represent actual Incentive Lettermail prices. |
Customers are requested to keep a valid copy of the Statement of Accuracy (SOA) on file in the event that Canada Post requests a copy.
More information on the Address Accuracy Program can be found on the Canada Post website at canadapost.ca/am or from a Canada Post Representative.
4 | Depositing the Mailing | |
Deposits to Canada Post’s processing plants are governed by pre-arranged local requirements. These requirements include, but are not limited to, advance notification, scheduling and work content.
Customers may be requested to provide a mailing plan and/or deposit schedule that includes details of the mailing such as volume, time/day of deposit, etc. This information will help efficient deposit and processing of Customers’ mailings.
4.1.2
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Creating an Order (Statement of Mailing)
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An Order (Statement of Mailing) must be properly completed and submitted using the EST. Use of the EST to prepare and submit an Order (Statement of Mailing) is mandatory to access Incentive Lettermail Contract prices.
Two (2) printed copies of the Order (Statement of Mailing) prepared electronically must be provided to an authorized Canada Post Representative at a postal facility approved by Canada Post at the time of mailing.
4.1.2.1
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Electronic Order (Electronic Shipping Tools [EST])
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An Order (Statement of Mailing) must be prepared and submitted using the EST online, or the desktop version, which can be downloaded to prepare Orders (Statements of Mailing) offline and submitted later. This method reduces paperwork and opportunities for error, while providing added Customer convenience.
Customers can obtain the EST, free of charge, by registering for a user ID and password at canadapost.ca/newuser. For technical inquiries regarding the EST, please call the Technical Help Line at 1.800.277.4799.
To further assist, an optional import file functionality is now available for Machineable and Presort Lettermail. Once the file is imported using the Desktop version of the EST, EST will assist in consolidating line items by weight category and product article on the Order (Statement of Mailing). The import of these files is available using the Desktop version of the EST.
4.1.3
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Mailing Summary and Mailing Details
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These documents are required for Presort mail only.
The Mailing Summary includes general information regarding the Customer and the presortation software used for the mailing. The Mailing Summary is automatically generated by the presortation software and must be submitted with each deposit. A Mailing Summary and Mailing Details may be provided electronically through the EST when using the optional Presort Import functionality.
The Mailing Details document includes a detailed breakdown of the mail preparation and presortation information and is only required upon request by Canada Post.
Visit canadapost.ca/presortationsoftware for a list of recognized presortation software vendors.
If an Incentive Lettermail mailing is inducted in more than one (1) deposit:
- the total mailing cost must be reflected in the first Order (Statement of Mailing) accompanying the first partial deposit of the mailing. The Customer will be invoiced for the total mailing as provided on the first Order (Statement of Mailing)
- the first Order (Statement of Mailing) must be deposited with the first partial mailing. A copy of this Order (Statement of Mailing) must accompany each subsequent individual partial mailing
- each applicable copy of the Order (Statement of Mailing) must state “PARTIAL MAILING”. The Customer must select the Partial Mailing option if using EST
- each individual partial shipment deposit, with the exception of the last one, must meet the minimum deposit requirement for the product (500 items for Presort, 5,000 items for Machineable)
- all partial mailings within an Order (Statement of Mailing) must be deposited within seven (7) calendar days. Any partial deposit that does not meet the 7-day window will require a new Order (Statement of Mailing)
- all deposits of the Partial shipment Order (Statement of Mailing) must be made at the same deposit location.
4.1.5
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Weight Identification
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A mailing may be comprised of items of varying weights (including items above and below the base weights). Customers must identify the number of items within each weight step.
Customers who use the Presort Import option to upload the Mailing Summary and Mailing Details in EST must specify if their mailing is in one (1) or multiple weight steps. For mailings with multiple weight steps, it is recommended that the Presort Import option not be used.
4.1.5.1
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Weighted Average Weight
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The Customer may choose to enter information on the Order (Statement of Mailing) using the weighted average weight per item. If weighted averages are used, separate average weights must be calculated and entered on the Order (Statement of Mailing) for the portions of the mailing between the following weight steps:
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Applies to Presort items only |
Example: 5,000 items of Standard Presort; 2,500 items weigh 30 g and 2,500 items weigh 20 g. Therefore, the weighted average would be 5,000 at 25 g.
Weighted average weight = Total weight of all items divided by total number of items.
Table 7: Weighted Average Weight Calculation
4.2 | At the Time of Deposit |
Incentive Lettermail items must be deposited with an authorized Representative at a postal facility approved by Canada Post.
Items deposited after the Canada Post-approved postal facility cut-off time are considered as being deposited on the next business day. Visit canadapost.ca/ilmsupportdocuments for the list of facility cut-off times.
Incentive Lettermail items cannot be deposited in street letter boxes, parcel receptacles or other mail receptacles. Each deposit must be accompanied by an Order (Statement of Mailing).
Machineable Incentive Lettermail must be deposited at a Canada Post approved site. Visit canadapost.ca/mailpreparation under “Machineable Mail” for the list of approved sites.
5 | Pricing | |
5.1 | Incentive Lettermail Pricing |
In order to take advantage of Incentive Lettermail prices, the Customer must meet all applicable requirements, including specifications, address accuracy, and mail preparation and presortation requirements for Incentive Lettermail, as outlined in this Agreement.
Please refer to the Incentive Lettermail Price Sheet at canadapost.ca/ilmsupportdocuments for the applicable published prices.
5.1.1
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Minimum Volume and Phantom Pricing
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Customers may deposit less than the minimum volume requirement provided that the difference between the actual volume and the minimum volume is entered and paid for at the phantom price.
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NOTE:
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The phantom price is only available for single deposits (not available on partial mailings). |
5.1.2
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Progressive Pricing
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This rating process means that the price will be calculated according to the exact weight of the item instead of by weight level. It applies to Incentive Lettermail Standard items over 50 g up to 100 g (Presort only) and for Oversize (O/S) Machineable and Presort over 100 g up to 500 g.
6 | Incentive Lettermail Specific Terms and Conditions | |
For general payment terms, see Paying For Your Mailing.
6.2 | General Terms and Conditions |
See General Terms and Conditions, which are modified as follows:
Add:
The Customer agrees that Items mailed under this Agreement will be mailed only on the Customer's or its Authorized User's behalf, and that Items will not include commingled mail, being consolidated mail of a type or from sources other than those approved by Canada Post.
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