If a Canada Post package appears lost, the sender should usually start an inquiry or claim with Canada Post; the recipient should contact the sender first, especially if the item was bought from a retailer. Whether compensation is available depends on the service purchased, its tracking and coverage terms, the evidence provided, and whether the applicable deadline has passed.
What to do first
Before filing a claim, check the tracking details and make sure the parcel is genuinely missing rather than delayed or awaiting pickup. A delivery scan can mean the item was left in a community mailbox, parcel locker, safe location, or with someone at the address. Check the delivery notice, mailbox, building’s parcel area, and nearby household members. If the tracking says “available for pickup,” follow the pickup instructions.
If tracking has not changed or the expected delivery date has passed, take these steps:
- Save the tracking number, mailing receipt, order confirmation, and any delivery notices.
- Ask the recipient to check the address, mailbox, parcel locker, building office, and usual delivery locations.
- Contact the sender if you are the recipient. For an online purchase, the seller is generally the party that can investigate the shipment and pursue a claim as the shipper.
- Use Canada Post’s official tracking and support channels to check the item’s status and find out whether an inquiry can be opened.
- If eligible, submit the claim or inquiry within the time limit that applies to the service, and keep copies of everything submitted.
Do not assume that “delivered” tracking proves the intended recipient received the parcel. Report a missing delivery promptly and provide the tracking number and delivery address details requested through official channels.
Who can file and what coverage applies
The sender is generally responsible for opening a claim with Canada Post because the sender purchased the mailing service and holds the receipt. A recipient can report a delivery problem or ask Canada Post for help, but may be directed back to the sender. If you bought an item from a store, contact the seller rather than treating the postal claim as a substitute for resolving the order. The seller can confirm what it will do while the shipment is investigated.
Compensation is not automatic. It depends on the product and options selected at mailing, the terms in force for that service, and the nature of the loss. Some services include limited liability; other coverage may require purchasing additional liability coverage. Certain items, packaging choices, or circumstances can affect eligibility. The receipt and the service terms are more reliable than assumptions based on the item’s price or the fact that it has a tracking number.
Keep in mind that tracking and insurance are not the same thing. Tracking records movement and delivery events; it does not necessarily provide coverage for the parcel’s full value. Similarly, a declared value or receipt for the contents does not establish that the mailing service covered that amount. Check the exact service and coverage shown on the mailing receipt.
Deadlines, evidence, and the claim process
Claim deadlines vary by service and by whether the issue is loss, damage, or delivery. Canada Post’s published conditions and claim instructions are the authority for the deadline that applies to a particular parcel. File as soon as the item qualifies for an inquiry rather than waiting until the last day. An inquiry may be required before a compensation claim can proceed, and investigation timelines can differ.
Gather the documents that show both the shipment and the value of its contents. Depending on the situation, useful evidence may include:
- The tracking number and original mailing receipt.
- An invoice, order confirmation, or other proof of the item’s purchase or value.
- A clear description of the contents and packaging.
- Messages between sender and recipient, plus any delivery notices or photographs relevant to the issue.
- For damage claims, photographs of the parcel, packaging, and damaged contents; keep the packaging until the claim instructions say it is no longer needed.
Describe the facts accurately and consistently. Do not inflate an item’s value or state that an item was insured unless the receipt or service record supports that claim. Submit information through the official process and retain the case number and copies of attachments. If the parcel later turns up, update the inquiry.
Claim template
| Field | Details to complete |
|---|---|
| Sender name and contact information | ____________________________ |
| Recipient name and delivery address | ____________________________ |
| Tracking number | ____________________________ |
| Mailing date and service shown on receipt | ____________________________ |
| Issue and last tracking update | ____________________________ |
| Contents and supporting proof of value | ____________________________ |
| Steps already taken and dates | ____________________________ |
| Requested follow-up | ____________________________ |
| Attachments included | ____________________________ |
Fictional sample: Sender: Alex Morgan, 10 Example Street, Ottawa, Ontario. Recipient: Jordan Lee, 25 Sample Avenue, Kingston, Ontario. Tracking number: 0000 0000 0000 (fictional). Issue: tracking has shown no new scan since 12 May; recipient checked the mailbox and parcel area. Attachments: mailing receipt and fictional order invoice. Requested follow-up: confirm the parcel’s status and advise whether a claim may be opened.
Common problems and misconceptions
A parcel that is late is not necessarily lost. Weather, volume, routing, and operational interruptions can delay scans or delivery. Use the expected delivery date as a guide, but follow the service’s stated process for reporting a missing item. Conversely, a “delivered” scan does not always settle the question if the recipient cannot find the parcel; report that discrepancy promptly and provide specific details.
Another frequent misunderstanding is that the recipient can claim the item’s full retail price directly from Canada Post. The sender usually files, and any compensation is limited by the applicable service terms and coverage. The purchase price may help establish value, but it does not by itself determine the amount payable.
For a marketplace or retail order, avoid making conflicting requests to the seller and carrier. Tell the seller what tracking shows and ask how it will handle the investigation. Keep communication in writing. If the shipment was sent by a friend or family member, ask that person for the mailing receipt and confirmation of the service purchased.
Frequently Asked Questions
How long before I can report a Canada Post package as lost?
There is no single waiting period for every service and shipment. Check the item’s expected delivery date and the current Canada Post instructions for that specific service; deadlines and when an inquiry can be opened vary.
Can the recipient file a Canada Post lost-package claim?
The sender is generally the party who files because they bought the service and have the mailing receipt. A recipient should contact the sender or retailer first and can also report a delivery concern through Canada Post’s support channels.
Will Canada Post reimburse the full value of a lost parcel?
Not necessarily. Compensation depends on the service, applicable liability limits, purchased coverage, evidence, and claim conditions. Tracking alone does not guarantee reimbursement or full-value coverage.
What if tracking says delivered but I do not have the package?
Check the mailbox, parcel locker, building office, safe locations, and with other household members. Then report the missing delivery promptly, noting the tracking number and any relevant details, and contact the sender if you are the recipient.
What documents do I need for a lost-package claim?
Commonly useful records include the tracking number, mailing receipt, proof of the contents’ value, and correspondence with the recipient. Follow the current claim instructions, since required documents depend on the service and circumstances.
What should I do if my online order never arrives?
Contact the seller with the tracking information and ask it to investigate or explain the next step. The seller is typically the shipper and can pursue a carrier claim where appropriate; do not assume that you must file the postal claim yourself.