Frequently Asked Questions
On this page:
- Are parcel deliveries delayed now, and if so, why?
- How can I find out the status of my parcel shipment?
- Is Canada Post practicing physical distancing on the street and in post offices?
- 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, reduced hours (and aren’t open when Canada Post delivers their mail) or restricted access in response to the pandemic?
- Does Hold Mail apply only to mail or can parcels be held?
- Can Canada Post search for specific items that are held, so they can be delivered?
- Can residential customers request Mail Hold service?
- Can business customers request Mail Forwarding services?
- Are Community Mailboxes, other mail boxes and parcel lockers disinfected regularly?
- 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 are you doing about employees who return from international travel (to any location) and are coming back to work?
We are experiencing delays as we put safety first. Our top priority is to do everything possible to keep our people, and the communities we serve, safe. That has meant implementing significant changes right across our operations, following the guidance of national and local public health authorities.
In the last few weeks, we have seen a significant increase in parcel volumes as Canadians stay home and shop more online. With incoming parcel volumes at Christmas levels, the safety measures we’ve implemented in our processing facilities mean it is taking longer to process. Those measures include physical distancing in facilities that were not designed for keeping people 2 metres apart. While we are delivering in record numbers for this time of year, customers should anticipate delays.
Customers should continue to track their parcels on our website or our mobile app for the latest information. It’s important to understand that our call centre agents are open to serve, but have no further details if your item is delayed and you are looking for a status update. A service ticket can be opened up online too.
We’ve implemented physical distancing and several other important changes to the way we deliver and the way we operate our post offices to keep our employees and customers safe. We remind all Canadians to practice physical distancing while our employees are out delivering in the community, and when you visit a post office. You can read more here.
As well, if your business has arranged for parcel pickup, please place your items and paper work on the counter or in a location that allows you to back away in order for our employee to maintain a 2-metre distance from you or your staff.
We thank Canadians for their continued understanding and support for the measures we’ve put in place for everyone’s safety.
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.
Since the end of March, Canada Post has been holding mail addressed to businesses and organizations facing those circumstances. That mail is secure at our facilities and we will deliver it as quickly as we can when those businesses are able to receive it.
Businesses that have been receiving mail but would like Canada Post to start holding their mail can sign up for the service at canadapost.ca/holdmail. The fee will be refunded. Any Hold Mail services purchased online since late March will also be refunded.
Canada Post is also offering free Mail Forwarding service. Businesses can sign up for it at canadapost.ca/mailforwarding.
Callers and Large Volume Receivers should call 1-866-757-5480 to make changes to delivery arrangements.
Hold Mail service applies to mail items but we will try to accommodate parcels to the extent that we can given the limited space in some of our facilities.
Given the huge volume of mail and the challenge of locating individual items, it will not be possible for us to search for and deliver individual items for customers. However, customers who face hardship or other exceptional circumstances should call our customer care team at 1-866-607-6301.
Yes. For this to happen, residential 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.
Mail Forwarding directs mail to a new address. For businesses operating from a new or temporary location, this service means mail delivery continues uninterrupted. Mail Forwarding is available free to businesses who sign up online at canadapost.ca/mailforwarding. Any mail that was held as part of a Hold Mail service will also be forwarded to the new address, provided the Hold Mail service expires after the start date of the Mail Forwarding. Due to high volumes, that delivery may take longer than usual. Like Hold Mail, Mail Forwarding service applies only to mail but we will do our best to deliver parcels to a business’ forwarding address.
We’re moving mail as quickly and safely as possible, but Mail Forwarding is a manual process so delivery may be slower than usual. We thank all customers for their patience and understanding.
The World Health Organization and the Public Health Agency of Canada have said that there is a low risk of COVID-19 spread from mail and packages. Likewise, the likelihood of surface contamination of mailboxes and parcel lockers is low. The surfaces of these kinds of mail receptacles are not considered frequently touched surfaces, so they are not disinfected regularly. When Canada Post employees deliver to a community mailbox or to a parcel locker, they do not touch the individual compartment door that a given customer uses to retrieve their mail or parcel. Instead, our employees use a master key to open the entire panel all at once.
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.
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.