We’re committed to handling your mail with care. However, sometimes mail items can be damaged during the shipping process.
If you receive a damaged package in the mail, please inform the sender. They might be eligible to receive compensation for the insured value of the package and the cost of postage (after investigation and in compliance with our policies).
The following criteria must be met to start an investigation into a damaged package:
If the package is eligible, the sender should ask us to start an investigation by opening a support ticket below.
The following information is required to start an investigation:
Please note: We may ask for other information (proof of payment, proof of the item’s value, verification of insurance purchased) as part of the investigation, but it’s not required to start.
You can open a support ticket without signing in, but you won’t be able to track its progress.
Sign in or sign up before you open a support ticket and you’ll be able track its progress online.
Sign inA claims investigation into the damaged package will start.
We’ll ask for pictures and may need the receiver to ship the item to us for inspection.
We’ll contact the sender once a final decision has been reached.
Domestic (Canada) and U.S. packages: When a support ticket is opened, and an investigation is started, you will be given an ‘Expected Resolution Date’. The investigation should be finished by this date.
International (excluding U.S.) packages: It takes time to gather the required information from foreign postal administrations to make a final decision. Therefore, it will take longer to reach a decision for international packages.
If applicable, we’ll issue a refund through the original method of payment (for example, Canada Post account or credit card). Customers without a Canada Post account will receive their refund by cheque.