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Hold Mail

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Last updated: 2014-03-07

IMPORTANT UPDATES
Last Updated Date
Description
Location
March 7, 2014
Information has been added to Opt-out for Hold Mail service related communications.
January 13, 2014
Introduced new service name: Mail Forwarding.
Throughout document.
Removed “Special Offers” from Service Features.
School Service to be discontinued as of February 10, 2014.
June 14, 2013
Removed interim mail pick up option.
Added “Special Offers” and “Self-Serve Portal” to Service Features.
May 26, 2013
Introduced new service name: Change of Address (Mail Forwarding) for Moves and Change of Address (Mail Forwarding) for Temporary Relocation.

1

What Is Hold Mail?

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Hold Mail is a service which enables customers to have their mail held by Canada Post because they are going on a holiday or will be away from their home or their business for a period of time. The service is accessible at canadapost.ca/hold or at any post office.

2

Pricing Information

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To obtain information on pricing:

3

Payment Options

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3.1

Proofs of payment

Table 1 lists the acceptable proofs of payment for Hold Mail service only if payment is made in an non-automated office.

Table 1: Hold Mail proofs of payment
Contract Customer
Consumer
  • meter impression
  • postage stamp

3.2

Methods of payment

Table 2 lists the acceptable methods of payment for Hold Mail service. Some restrictions or conditions may apply.

Table 2: Hold Mail methods of payment
Contract Customer
Consumer
  • business cheque
  • cash
  • credit card (where available)
  • Debit card (where available)
  • money order
  • cash
  • certified cheque
  • credit card (where available)
  • debit card (where available)
  • money order
NOTE:
If the Hold Mail service is purchased via the Internet, payment must be made by credit card.

For more information, see Paying For Your Mailing.

4

Request to Hold Mail Form

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Customers must complete a Hold Mail form which can be obtained from any post office. Current, valid, original personal customer identification issued by a government department or other reputable source which has the customer’s photograph must be provided to purchase the Hold Mail service. For example, customers can use identification such as their driver’s license, passport, record of landing, permanent resident card, certificate of Canadian Citizenship, or a certificate of Indian status, if the personal identification does not have the applicable address, additional identification/documentation is required.

The customer can also purchase Hold Mail service at canadapost.ca/hold and will receive confirmation of his request by email.

A maximum of four individuals, four families, or two businesses (or a combination of two family names and two businesses) can use this form. When a business and individual or family share the same form, the business fee applies.

NOTE:
“Family” is to be used when all individuals are having their mail held. Up to four family names can be identified on the same Hold Mail form. “Individual” is to be used only when some individuals are having their mail held. The first name and family name of each individual having their mail held (max. of four individual names) must be identified on the form.

5

Service Features

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The service is available for various periods of time depending on the type of customer (residential, business, or school). The minimum fee for residential customers is the 10 week days* (2 weeks) price and the minimum fee for businesses is the 5 week days* (1 week) price. However, Hold Mail service can be requested for a shorter period of time. The service can be renewed indefinitely, provided the renewal is requested before the expiry date of the service. The renewal fee will be based on the current service fee at the time of renewal.

NOTE:
To discontinue Hold Mail service related communications, canadapost.ca/holdmail-optout.
*
“week days” include Statutory Holidays.

5.1

Self-serve portal

If an email address is provided at the time of purchase, customers will receive an automated email confirmation shortly after their purchase that will include the service details and a reference number. Customers can use their reference number to extend or make changes to their Hold Mail service.

5.2

Expiry or cancellation

A customer can renew, amend or cancel the Hold Mail service at any time by presenting the receipt at any post office. However, no refund will be granted once the service has commenced.

When the Hold Mail service expires or is cancelled, normal mail delivery resumes and the held mail is delivered to the customer’s address. If the volume of held mail is too great to be placed in the mail receptacle, a Delivery Notice card is left and the customer is required to pick up the mail at the post office.

Early Return: Customers may pick up their mail prior to the specified expiry date. However, the Hold Mail service will subsequently be cancelled.

5.3

Restrictions

A Hold Mail request cannot be accepted if the customer receives mail through, or in care of, an institution such as a business, hotel, motel, rooming house, nursing home, hospital, school or similar institution, through a privately managed postal box, or if the customer shares a postal address (where several businesses share a common postal address).

When conflicting instructions are received with regard to a specific address or customer (for example, in the instance of a dissolved marriage, business or cohabitation), a court order or a signed, written agreement bearing the signature of all the involved parties is required. The agreement or court order must specify delivery instructions for individually addressed items and for jointly addressed items.

Parcels (e.g., Priority™, Xpresspost™, Expedited Parcel™ and Regular Parcel™) may be delivered and/or carded during the “Hold” period. Customers expecting any parcel deliveries should advise the senders to delay shipping until their return.

5.4

Right of refusal

Canada Post reserves the right to refuse to hold mail and to end the arrangement at any time.

5.5

Privacy Act

The use of customer information gathered by Canada Post is governed by the Privacy Act.

6

School Service

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Effective February 10, 2014, the School Mail Forwarding and Hold Mail service will be eliminated. Schools will now have to purchase our regular Business Mail Forwarding and/or Hold Mail service at regular business prices. School requests will be processed as regular business requests with regular Mail Forwarding or Hold Mail forms and will still require a Letter of Authorization. As of February 10, 2014 Schools will be able to buy the Mail Forwarding or Hold Mail services online.

7

Enquiries

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General enquiries concerning the Hold Mail service should be directed to Customer Service at canadapost.ca/support or by phone at 1-800-267-1177.

8

Addressing

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The request must be supported by a Hold Mail form that includes a legible and complete address with the correct Postal Code. See Addressing Guidelines for more information.




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