What are unpackaged returns?

Canada Post is working with merchants to offer customers an option to bring returns to a post office without packaging or a label.

Are there any restrictions for returning items without packaging?

Yes, there are some restrictions:

• The unpackaged option is managed by the merchant under agreement with Canada Post.
• Your address must be in the participating area of the service pilot.
• Your return must weigh less than 22 kg and must not contain anything we identify as dangerous goods

Will I be responsible for packaging costs?

No, you do not need to buy any packaging. The post office clerk will provide the bag to return your item.

Is this service available at all post offices?

Currently, this service is only available in select cities. We will expand it to more post offices as merchants and customers request this service option.

How do I know that my unpackaged item can be returned with this service option?

You can only use this service option for your return if it’s offered when you create your return label on our website.

When will my refund be processed?

Please check your merchant’s return policy for the refund.

Will I get a tracking number?

Yes, you will be given a receipt with the tracking number that you can use to track the status of your return.

Can I still use the original packaging in which I received the item?

Yes, you can bring the item in the original packaging. The post office clerk will print the label for you and return the item to the merchant.

Can everyone return an unpackaged item?

No, there are restrictions on this return option. Your address must be in the participating area of the service pilot and the merchant of the item must offer the unpackaged return option when you create your return label.

How should I prepare my item as an unpackaged return?

You don’t need to prepare anything! Just bring your QR code and the item to the post office without packaging or printed label. The post office clerk will provide packaging, label it and send it back to the merchant.