Track shows my item was successfully delivered, but I have not received it. What should I do?

When our Track tool indicates that a letter or parcel was successfully delivered, it means the item arrived as addressed. Some addresses do not have deliveries directly to your door; you may need to check a second location like a mail room, front desk, or safe drop location. Also, check with everyone in the household as another member of the house may have received or retrieved the item.

If a signature is shown on Track, see if it matches anyone in the household who may have signed for the item, as we deliver to the address and not to the name on the item.

What you can do

If you can’t find your delivery, try the options below:

Delivery locationWhere to look for your item

A business

Mailroom, front desk or security, courier service or 3rd party

An apartment building

In your individual box or in the parcel locker (we leave a key in your box). Check with the security desk, building superintendent or concierge.

Community mailbox

In your box or we'll leave a key in your box for the parcel compartment.

Large company or institution (e.g. university)

The mailroom. This is our final point of delivery. You may have a time lapse before the mailroom delivers the item (or notifies you to pick it up).

Safe drop

A safe location on household premises. Check around the property to locate the item. Check with other members of the household, as they may have taken the item into the house.

Note: In rare cases, a delivery scan is entered into our system before the item is delivered. If you cannot locate the item using the tips above, please allow 24 hours for updates or final delivery.

Do you still need help?

If it has been 24 hours since the Track tool indicated the letter or parcel was delivered but the item has not arrived, the sender should report the problem.  He or she can start a claim using Online Service Tickets.

Note: Only the sender can file a claim for non-delivery. If you are the recipient please contact the sender.


Still need help? Submit a service ticket.

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Choose Business if you have a Canada Post customer account number.


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