I set a delivery preference location. Why did my package go to the post office?

    Here are the reasons why your package may not have gone to your preferred delivery location.

    Your package was already "Out for delivery"

    You can set a delivery preference before the delivery agent attempts to deliver your package at your door. Once your package is out for delivery, you can't select or change your delivery preference. It's important to track your package and sign up for notifications as soon as you receive the tracking number from the merchant (the store where you made your online purchase).

    Duty and taxes are owed

    Canada Border Services Agency (CBSA) assesses duty and taxes on international packages arriving in Canada. Here's how you can pay your duty and taxes owing:

      • Online before the delivery agent attempts to deliver the package to your door. Online payment is available only when the package is in transit.
      • To the delivery agent at the time of delivery at your home.
      • At the post office.

      Package requires a signature

      You can't select a delivery preference for a package that requires a signature.

      Package requires Proof of Age

      You can't select a delivery preference for a package that requires a delivery agent to request Proof of Age.

      Preference not selected

      You must select a preferred delivery location for every package. You can change your delivery preference by tracking a package and clicking the "change" button. This must be done before the delivery agent attempts delivery at your door. Customers using the Canada Post mobile app (iOS only) can set a default delivery preference for all deliveries.

      Location not accessible by delivery agent

      The Canada Post delivery agent will make a best effort to leave your package in the requested location. If the delivery agent can't access the location, or if it's not secure (for example the package is at risk of theft or weather damage), the delivery agent will leave your package in another location outside your home. If there is no other location, the delivery agent will leave a delivery notice card and will bring your package to a nearby post office for you to pick up.

      Find out how to set your delivery preferences

      * There is no additional fee for paying the duty and taxes online but there's a $9.95 handling fee included in the amount owing.