Hold Mail

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Last updated: 2015-03-30

IMPORTANT UPDATES
Last Updated Date
Description
Location
March 30, 2015
Clarifications made to the definition of a mail recipient.
Throughout document.

1

What Is Hold Mail?

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Hold Mail offers customers who are away from home or business the peace of mind of knowing that their important mail is stored in a secure Canada Post location to keep it safe and prevent it from piling up in their mailbox.

2

Pricing Information

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To obtain information on pricing see Canada Post Prices.

3

Payment Options

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3.1

Proofs of payment

The table below 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
Online
Automated Post Office
Non-Automated Post Office
  • Email confirmation
  • Customer receipt
  • Postage stamps
  • Printed online transaction receipt
  • Service summary
  • Meter Impressions

3.2

Methods of payment

The table below lists the acceptable methods of payment for the Hold Mail service. Some restrictions or conditions may apply.

Table 2: Hold Mail methods of payment
Business Customer
Consumer Customer
  • 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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The service is available for purchase:

  • online at canadapost.ca/holdmail (except if the request is subject to dispute regarding the receipt of mail)
  • or at any post office.
NOTE 1:
When purchasing the service at a post office, the customer must provide current, valid, original government-issued photo identification (e.g.: driver’s license, passport, permanent resident card). If the personal identification does not have the applicable address, additional identification/documentation is required.
2:
“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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5.1

Service duration

The service is available for various periods of time depending on the type of customer (residential or business). The minimum fee for residential customers is the 10 weekdays* (2 weeks) price and the minimum fee for businesses is the 5 weekdays* (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.
*
“weekdays” include Statutory Holidays.

5.2

Mail recipients

Residential requests can include a maximum of four individual names.

Business requests can include a maximum of two business names and two individual names. All mail recipients must share the same addresse.

NOTE:
If there are more than four mail recipients, a second service must be purchased.

5.2.1

Document Requirements

In order to verify identity, a government-issued photo ID, (e.g., driver's license, passport) is required.

5.2.1.1
Additional Identification Requirements

A legal document or a Letter of Authorization demonstrating the authority to act on behalf of a third party is required for the following:

  • a business or organisation
  • another person (living at a different address then the requestor’s).

5.3

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.

5.4

Expiry or cancellation

Customers can extend, modify or cancel the service, online at canadapost.ca/signin (when an email address is provided at time of purchase) or at any post office by presenting the original receipt, an acceptable government-issued photo identification (i.e., driver’s licence, passport) and if applicable, proof of authorization.

No refund is provided when the service is cancelled after the start date.

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.

5.5

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.

5.6

Right of refusal

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

5.7

Privacy Act

The use of customer information gathered by Canada Post is governed by the Privacy Act. Visit canadapost.ca/privacy for details on personal information protection.

6

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.

7

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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