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).
A claims investigation into the damaged package will start.
We’ll contact the receiver
We’ll ask for pictures and may need the receiver to ship the item to us for inspection.
We’ll make a final decision
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.
We’ll issue a refund (if applicable)
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.
What is the compensation for missing or damaged packages?
If a package goes missing or is damaged during the shipping process, the sender might be eligible to receive compensation for the insured value of the package and its postage value (after investigation and compliance with our policies).
Compensation for a package’s insured value will only be made if the item has insurance coverage. However, packages without insurance coverage may still qualify for a postage refund.
The compensation amount will be either the item's value, the amount of insurance purchased at the time of mailing, or the insurance coverage included with the shipping service used – whichever is lowest.
Many of our services include base insurance coverage of CAN$100. You can also purchase additional coverage at the time of mailing.
What additional information might be needed as part of an investigation?
As part of an investigation, we may ask for the following additional information:
Proof of payment
Proof of the item’s value
Verification of insurance purchased
When and how will I be contacted?
We’ll contact you if more information is needed. If no other information is needed, we’ll contact you only after a final decision has been made. We generally contact you by email (if an email address is provided). Otherwise, we’ll contact you by phone.