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Canada Post, Purolator, UPS, & FedEx

How to Request a Refund From Canada Post for Late Delivery

Published on June 14, 2024

Canada Post delivery truck on the road

Late deliveries can be frustrating for businesses and customers. If you’re relying on Canada Post, late parcels can trigger a domino effect: unsatisfied customers, bad reviews resulting in lost revenues. You're not imagining things if it seems like delays are on the rise.

But don’t lose hope just yet. There’s a silver lining: Canada Post offers an on-time delivery guarantee. If your shipment arrives late, you may be eligible for a refund. Here’s how you can claim those lost profits and ensure better service for your customers.

What is Canada Post On-Time Delivery Guarantee?

Canada Post provides a refund guarantee for late deliveries if an item arrives past the guaranteed delivery date. However, to be eligible, several conditions must be met:

  • Claimed by the sender: Only the sender can claim a refund, not the recipient. You must have the original mailing receipt.
  • Eligible services: On-Time Delivery is only available for certain Canada Post services
    • For package sent to a destination in Canada:
      • Priority
      • Xpresspost
      • Expedited Parcel
    • For packages sent to a destination outside Canada:
      • Priority Worldwide
      • Xpresspost — USA
      • Xpresspost — International
  • Late delivery confirmed: The parcel must be confirmed late through tracking.
  • Claim made in time: You must file the refund claim within 30 business days of the guaranteed delivery date.

For international shipment, the packages must not be delayed by customs. In that case, Canada Post will not refund you.

There's one more thing, you need to make sure you didn't waive the On-Time Delivery Guarantee!

Step-by-Step Guide to Requesting a Refund from Canada Post

Experiencing late deliveries can be hassle and frustrating. But getting a refund from Canada Post doesn't have to be part of the stress.

There's no need to let the refund process take up most of your time and effort.

First, make sure your package is indeed delayed before you file a refund claim with Canada Post.

Use Canada Post's self-service online tracking by entering your tracking number to get real-time updates on the status of your shipment.

It's that easy!

What do you need before making a claim?

Before you claim a refund to Canada Post, there are some information you'll want to have on hand.

Here's what you'll need:

  • The tracking number of the package that was delivered late.
  • Your name and address you used to send the package.
  • The name and contact information of the person who will be responsible for this claim.
  • The name and address of the person who received the packages and how they can be contacted.
  • A description of what the packages contained.
  • The proof of payment (while it’s not required to start the process, you might be required to provide it during the process).

Now that you have the necessary information, let's go through the claim process.

File a Refund Request Online

There are two ways to claim a late delivery refund online. You can create a service ticket, but won’t be able to track the progress, or you can do it through your account.

Follow these steps to claim a refund for a late delivery via your account:

  1. Log in to your Canada Post account here.
  2. Navigate to the support ticket section.
  3. Enter the information about the package you’ve gathered earlier in the ticket details form.
  4. Validate that all the information you've entered is correct and submit the ticket
  5. Once the claim as been submitted, Canada Post will review your claim and, if approved, issue a refund for the postage. You’ll be able to follow the progress in your account.

For claim on packages shipped to a Canadian or US address, you’ll receive an ‘Expected Resolution Date’ once the support ticket is opened. If Canada Post need to contact you, they will generally do it via email.

Processing Timelines

The refund process usually takes up to 10 business days before you receive your money, if approved from submission date.

Here’s what happens after you submit your claim:

  • The process starts: Canada Post will evaluate your request and confirm if your package was indeed delivered late.
  • Gathering the information: If additional information is needed, they will reach out to you. If everything is in order, they will only contact you when the final decision has been made.
  • Decision is made: The whole process for most claims for late deliveries is completed within a day, but it can take up to 10 days in some cases. International packages (outside the U.S.) may take more time.
  • The refund is sent: If your claim is approved, you’ll receive via your original payment method. If you don’t have a Canada Post account, they will send a cheque.

If your initial claim is denied, we recommend you follow up with additional documentation or request an explanation from Canada Post.

Tips for an Efficient Claims Process

By understanding and making use of Canada Post’s refund policies for late deliveries, you can mitigate some of the negative impacts on your business and customers. Ensuring timely and accurate claims will help with your profit margin and maintain customer satisfaction.

Stay proactive, keep your documentation in order, and don’t hesitate to automate the process to save time and recover your shipping costs efficiently. A solution like Buster Fetcher can automate the process on your behalf and make sure you receive a refund every time we detect your eligible packages are delivered late.

By automate their claims, our customers generally recover up to 30% of their shipping costs.

About the Author

matt lessard

Matt Lessard

E-commerce Entrepreneur and Founder of Buster Fetcher®

Since 2001, Matt Lessard has launched various projects, ranging from an E-commerce SaaS to an online store shipping to over 80 countries. He created Buster Fetcher®, a technology that significantly reduces shipping costs, with a mission to help businesses Win the shipping game™.

Thousands of clients benefit from his expertise in finding refunds for late packages, optimizing costs, and clarifying their shipping profiles, thus helping businesses grow.

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