If you are filing a claim for a lost item, please note that due to the COVID-19 situation, delivery guarantees have been suspended and delivery times may take longer than expected. Please allow more time for your item to arrive before opening a Service Ticket online or contacting our call centre agents. Customers should continue to track their parcels on our website or our mobile app for the latest information. We thank you for your patience and understanding.

My mail item has a tracking number but wasn’t delivered: What can I do?

Decide which of these scenarios fits your situation to find out what you can do next:

  1. The delivery address was wrong or incomplete

    We deliver items as addressed and will make every attempt to correct any addressing issues. Learn more about what happens to a parcel or letter that is addressed incorrectly or missing information.

  2. Track status shows as Delivered

    If the Track status of your letter or parcel shows as Delivered, but the item has not been received, click here.

  3. Mail item has not arrived by the expected date

    If the parcel or letter was sent with a service that includes tracking, use the Track tool to see its status. (To use Track, the parcel must be sent using a service that can be tracked, such as Xpresspost™, Expedited Parcel™, Priority™, Registered Mail™ or Tracked Packets™.)

Submit a service ticket

Select one of the following forms based on whether you have a Canada Post customer account number. Fill out the form to submit a service ticket.