Online shopping returns – explained
Canada Post is committed to simplifying the returns process whenever possible. Here are some ways you can return items shipped with Canada Post with ease and sustainability in mind:
Reuse the packaging for your return
We are committed to protecting the environment and encourage our customers to reuse product/shipping packaging for returns, whenever possible, to reduce waste. Reusing packaging to return a purchase you made online is often easier and more cost-effective for you. Want to reuse your packaging to make a return? Here are a few tips to ensure your item will be processed quickly.
Returns aren’t one size fits all
Different retailers offer different returns options. Familiarize yourself with the return policy of the retailer prior to purchase to avoid frustration or disappointment.
If the retailer pays for return shipments
Look for:
- Instructions sent with your package:
- For printing the return label, or
- If you do not have a printer, instructions on what to bring to the post office so we can print the return label for you, e. QR code, or a Return ID provided by a merchant.
- A ready-to-use return label sent with the package, or
- A green QR code, that states “box-free” – provided by the merchant when you initiate your return online.
Print a return label, then drop off your package
Some retailers offer you the option to request and print your own return label through their website. Apply the label to the package and drop it off at the post office or in a street letter box*. Use the tracking number that is directly on the return label, below the barcode, to track your return online.
Retailers that do not offer this may direct you to print your own return label via the Canada Post website. Follow the instructions to create the return label and you’ll receive an email that contains a link to print the return label, the tracking number and a QR code.
Apply the printed label to your package, then drop off your labelled package at a post office or street letter box*. You can then track it online. The tracking number can be found on the label below the barcode.
Don’t have a printer?
Bring your item to the post office with a return authorization (QR code, or a Return ID provided by the merchant) and we will print the label for you.
Use a ready-to-use return label, then drop off your package
Many large retailers include a pre-printed Canada Post return shipping label right in the box – along with the item(s) you purchased. This way, if there is something that’s not quite right, you have a return shipping label in hand that you don’t have to pay for. Apply the label to the package and then drop it off at the post office or in a street letter box*. Use the tracking number that is directly on the return label, below the barcode, to track your return online
If the retailer does not require a shipping box for your return
Some retailers offer a box-free option to return your item. If your return qualifies for this service (indicated by a green QR code, that states “box-free” – provided by the merchant when you initiate your return online), simply bring your item in its original product packaging – no shipping box required – to the post office. The counter staff will take your return, attach the return label and give you a receipt with the tracking information.
- For unpackaged returns: all items for a single return must fit into a maximum 47 cm x 61 cm x 5 cm (18.5 inch x 24 inch x 2 inch) mailer and weigh less than 22 kg.
- Return your item in the original product packaging, if available. This includes the manufacturer’s box, case or other packaging that came directly with the product (not the shipping box). Please note: You can still return your item if you don’t have the original packaging.
If the retailer doesn’t pay postage for return shipping or if you want to ship your other returns with Canada Post
Simply bring your package to a post office. Our agents can help you with return options for all your online purchases. Use our online Find a Post Office tool to locate the nearest post office or outlet and find the hours of operation.
Pleas note: You have two options to return the item yourself. Use a flat rate box or explore Canada Post’s sending solutions to determine the best method to return your item.
With ShipOnline, you can create, pay for and print your own label. Make sure that you indicate the retailer’s full address, as they provide it. This will ensure your package is delivered without delay. Apply the printed label to your package, then drop off your labelled package at a post office or in a street letter box.* You can then track it online. The tracking number can be found on the label below the barcode.
If you don’t have a printer, present the QR code at a participating Canada Post location so we can print the label for you! Or simply bring your package to a post office. Our agents can help you with sending options for all your online purchases.
*The following package dimensions will fit in a street letter box: 28 cm x 21.5 cm x 14 cm or 36 cm x 19 cm x 11 cm.