What can I do if a parcel was delivered late?

You may qualify for a postage refund if:

  • You are the sender of the parcel and you have a copy of the mailing receipt.
  • You used one of our On-Time Delivery Guarantee services.

Postage refunds for parcels delivered within Canada

You may qualify if:

  • You sent the parcel and you have a copy of the mailing receipt. (If you are the parcel’s recipient, ask the sender to start the refund claim.)
  • The parcel was shipped using Priority™ or Xpresspost™ or Expedited Parcel™ (commercial only) service.
  • The parcel arrived after the guaranteed delivery date. Use Track to ensure that date has passed. View service alerts for updates pertaining to on-time delivery guarantee.
  • You submit your claim within 30 business days of the guaranteed delivery date.

Note that on-time delivery guarantee may be modified during peak period (see canadapost.ca/notice) or suspended due to causes beyond Canada Post’s reasonable control, including, but not limited to, acts of God, epidemics, labour disruptions, equipment failures or unanticipated surges in volume.

Are all these conditions met? Please request a refund.

Postage refunds for parcels delivered to the U.S. or international destinations

Parcels sent outside Canada must clear customs. Canada Post and its partners are not responsible for delays caused by customs.

Before requesting a refund, confirm that:

  • You sent the parcel and you have a copy of the mailing receipt. (If you are the parcel’s recipient, ask the sender to start the refund claim.)
  • The parcel was shipped using Priority™ Worldwide, Xpresspost™ USA or Xpresspost™ International service.
  • The parcel arrived after the guaranteed delivery date. Use Track to ensure that date has passed. View service alerts for updates pertaining to on-time delivery guarantee.
  • Your parcel wasn’t delayed by U.S. or international customs.

Note that on-time delivery guarantee may be modified during peak period (see canadapost.ca/notice) or suspended due to causes beyond Canada Post’s reasonable control, including, but not limited to, acts of God, epidemics, labour disruptions, equipment failures or unanticipated surges in volume.

Are all these conditions met? Please request a refund.


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.