Frequently Asked Questions
On this page:
- What is happening with 'signature' items that normally require the recipient to sign for them, confirming receipt?
- Are post offices still open? What are you doing to help keep people safe?
- How will I find out if my local post office has closed or is not keeping regular hours?
- Is it safe to handle mail and parcels?
- Will Canada Post hold mail for schools, businesses, caregiving facilities and other institutions that have shut down or restricted access in response to the pandemic?
- Can customers still request Mail Hold service?
- Can business customers request Mail Forwarding services?
- Is mail being delivered to the United States?
- Is mail being delivered to international destinations?
- Is mail to international destinations delayed?
- Are mail and packages from other countries being delivered to Canadians?
- Is Canada Post still delivering passports?
- What is Canada Post doing to inform its employees about COVID-19?
- Is Canada Post disinfecting its workplaces?
- What is Canada Post doing if a physician or public health tells an employee to go into quarantine?
- What would Canada Post do if an employee, who was in the workplace, tests positive for COVID-19?
- What are you doing about employees who return from international travel (to any location) and are coming back to work?
We understand some people are reluctant to sign for an item now, and we have adjusted our processes. Where possible, and to avoid contact, we will not ask customers for their signature, except for the following products:
- Proof of Identity (POI) items
- Proof of Age (POA) items
- COD items
- Items with customs due
Signature items will now be left at your address. The same applies to customs items that have been prepaid in full online but still require a signature.
For POI, POA, COD items and items with customs due: we will leave a delivery notice card (DNC) that directs you to a local post office for pick up.
We understand that people rely on their local post office. We are committed to serving Canadians while taking action to keep our people and our communities safe. We will continue to review and quickly adapt our approach with health and safety as our primary goal.
Post offices are open. In many post offices operated by Canada Post, we have reduced hours of service, opening one hour later and closing one hour earlier to clean, restock and provide some relief to employees. As well, for the first hour of each day, we offer priority service to those whom are at a higher risk (the elderly or people with compromised immune systems). Franchise operated post offices follow the measures put in place by franchise operators.
Social & Physical Distancing: We are asking waiting customers to please space themselves 2 metres (6 feet) apart. We are working on signage and floor decals for larger post offices. For smaller offices, we will look to limit the number of customers. We are also working on clear barriers for the counter to increase safety.
Transactions: We will continue to accept cash, but are encouraging customers to pay by using the “tap” function on their debit or credit cards where possible.
Parcel pick-up: Parcels left at the post-office for pickup will not be returned-to-sender until further notice. We’ve suspended our normal 15-day hold period. We ask that customers who are feeling ill or self-isolating, to please delay their visit to the post office and to pick up their parcel when it’s safe to do so.
We understand the importance of our post offices and are working hard to serve our customers. As the current situation evolves, some post offices may close temporarily due to a number of factors. For example, the buildings they are located in may close temporarily, or for staffing reasons. We are monitoring this closely and will advise customers through door signage at any affected locations.
To find the nearest post office, go to canadapost.ca and enter your location in Find a Post Office. A map will display open post offices near you and this data is updated daily. Please note that the hours of some post offices may temporarily differ from the hours posted on our website due to the COVID-19 situation.
The World Health Organization (WHO) and Public Health Agency of Canada (PHAC) have assured us it is safe to handle mail, including international mail.
According to the PHAC, there is no known risk of coronaviruses entering Canada on parcels or packages. In general, because of poor survivability of coronaviruses on surfaces, there is a low risk of spread from products or packaging shipped over a period of days or weeks. Currently, there is no evidence of COVID-19 being transmitted by imported goods or packages.
If we can’t access your building, or our delivery agent knows your location is temporarily closed, we will not attempt delivery but instead hold the mail. We will attempt to deliver once the hold period has expired.
Businesses or organizations can activate Hold Mail service online. Callers and Large Volume Receivers should call 1-877-683-5895 to make changes to delivery arrangements.
Yes. Customers requesting Hold Mail service between March 13 and April 13 will get it for free. For this to happen, residential and business customers must register online and fees will be refunded after purchase. Our Retail employees are unable to accept, then immediately refund, fees at the retail counter.
This offer is subject to change and may be extended beyond April 13.
Emergency Mail Forwarding for business customers who need it is offered free of charge online as of April 3. Business customers who already purchased the service as of March 13 will be able to receive a refund by calling customer service. We apologize for any delays. We are developing measures to help address the challenges caused by many businesses either temporarily closing or shifting their location during this time.
Mail and parcels destined to all regions of the U.S. continue to be delivered. Land border crossings between Canada and the U.S. are open to commercial traffic, which includes the movement of mail and parcels. Changes to USPS operations and delivery processes to protect employees and the public from the spread of COVID-19 may impact delivery times.
International mail and parcel services are severely impacted by the evolving COVID-19 situation. Many international postal operators have suspended mail operations and there is less air transportation available. Service is flowing to and from a select number of destinations but the situation is rapidly evolving. We regularly update our list of available international destinations on our Delivery service alerts page.
For destinations where service is still available, expect significant and unpredictable delays. Delays are the result of both limited air transportation and changes in how postal operators deliver. Like Canada Post, many international postal operators have introduced changes to eliminate customer interactions at the door and support physical distancing. These changes may delay delivery and signatures will not be available on some items.
Our goal is to continue providing timely and reliable service. But in light of the current challenges, we have suspended the On-time delivery guarantee for Xpresspost-International until further notice.
International mail and parcel services are severely impacted by the evolving COVID-19 situation. Many international postal operators are experiencing delays and some have suspended operations. However, Canada Post continues to deliver all mail and parcels once they arrive in Canada. If you have ordered something from abroad, you may experience a longer than normal waiting period. You can check the status of trackable postal items coming to Canada from an international sender here. If you need more information, please contact the sender.
The Government of Canada has stopped mailing passports to Canadians for the time being. Therefore, Canada Post will no longer be delivering them, unless they are already in the mail network. Passports that are already in the network will be delivered and left at the delivery address. Other urgent or sensitive documents will be sent by the XpresspostTM Certified service and left at the delivery address.
Nothing is more important than the health and safety of our employees. We communicate daily to our employees about this issue. They are informed about the measure to protect themselves and others, such as hand washing, avoiding shaking hands and avoiding contact with others who show symptoms of respiratory illness. We have provided nitrile gloves to employees in processing facilities.
We are taking sensible precautions. Our cleaning crews have increased frequency of cleaning of high-touch items such as door handles, light switches and table tops. When an employee has been at work prior to being put in self-isolation by public health, we have protocols to do a deep clean of the workstation and, if they used one, their corporate vehicle. If an employee who has been at work before being confirmed positive for COVID-19, we have protocols to sanitize the workplace and, if they used one, their corporate vehicle.
The health and safety of our employees and the public is our top priority. We take steps to initiate any on-site cleaning and sanitizing measures in the workplace. We also inform the local joint health and safety committee. We do not allow the employee to return to work until we have ensured, through Canada Life, that they are medically cleared to do so. To help with their peace of mind during such a difficult time, we offer the employee special leave so that they will continue to be paid.
The safety of our employees and the public is our top priority. We would take steps to initiate any on-site cleaning and sanitizing measures in the workplace. We also inform the local joint health and safety committee. We do not allow the employee to return to work until we have ensured, through Canada Life, that they are medically cleared to do so. To help with their peace of mind during such a difficult time, we offer the employee special leave so that they will continue to be paid.
The employees team leader would also work with the provincial Public Health Authority on the additional required steps, such as contact tracing and implementing any necessary quarantine steps for co-workers, notifying customers and limiting access to the building.
We are following the Public Health Agency of Canada’s guidelines, that were in place when they returned. This means, all who returned to Canada as of March 14, we have been advising them to stay home and self-isolate for 14 days, to monitor their health for fever, cough or difficulty breathing and immediately isolate themselves from others and call public health or a healthcare professional if they have any symptoms.