COVID-19 frequently asked questions
Handling letters and packages
Should I expect delays?
Since the pandemic began, Canada Post has followed the guidance of public health authorities and made the safety of our employees and customers our top priority. These measures, combined with the heavy demand for parcels, means our ability to process has been slowed down. While parcel processing and delivery is expected to continue at a high pace, customers may experience some delays as important safety measures continue.
You can track your item and check the latest shipping status at canadapost.ca or using our mobile app. Our call centre agents will not have any further information. Check here for regular updates.
Are on-time delivery guarantees still suspended?
As we continue to adjust our operations to provide timely, reliable service Canadians, our On-time Delivery Guarantees will resume for parcels shipped within Canada. The delivery guarantees take effect starting August 23, 2021.
Parcels shipped prior to August 23, 2021 will not qualify for the guarantee.
The On-time Delivery Guarantees will apply only to the delivery of domestic parcel services, including Expedited Parcel, Xpresspost and Priority. At this time, International delivery guarantees remain suspended. While we remain committed to providing timely and reliable service, given the unpredictability of the COVID-19 situation, guarantees remain subject to change.
Why do I see my parcel taking an unusual route as I track it?
Some parcels may be transferred to other Canada Post locations for processing based on capacity. While this reduces delays, customers tracking their items may notice their parcel is taking a different route than normal.
How can I find out the status of my parcel shipment?
Customers should continue to track their parcels on our website or our mobile app for the latest information. It’s important to understand that our call centre agents are open to serve, but have no further details if your item is delayed and you are looking for a status update. A service ticket can be opened up online too.
What is happening with "signature" items that normally require the recipient to sign for them, confirming receipt?
We are safely resuming deliveries of signature items to the door of homes with their own outdoor entrance where our delivery agents can remain outdoors to perform the delivery. We will capture a verbal signature while maintaining a safe distance of at least six feet, or two metres.
We will capture a verbal signature and deliver the following items at outdoor single households:
For deliveries to apartments, condos and businesses with a common entrance, or for Proof of Identity, Registered Mail and Xpresspost Certified items, we will leave a delivery notice card (DNC) that directs you to a local post office for pick up. We will capture your signature at the post office.
The health and safety of our employees and all Canadians remains our highest priority. If we cannot safely deliver your item, we will leave a DNC and direct you to a post office for pick up.
Is it safe to handle mail and parcels?
The World Health Organization (WHO) and Public Health Agency of Canada (PHAC) have assured us the risk when handling mail, including international mail, is low.
According to the PHAC, there is no known risk of coronaviruses entering Canada on parcels or packages. In general, because of poor survivability of coronaviruses on surfaces, there is a low risk of spread from products or packaging shipped over a period of days or weeks. Currently, there is no evidence of COVID-19 being transmitted by imported goods or packages.
Can Canada Post search for specific items that are held, so they can be delivered?
Given the huge volume of mail and the challenge of locating individual items, it will not be possible for us to search for and deliver individual items for customers. However, customers who face hardship or other exceptional circumstances should call our customer care team at 1-877-683-5895.
Are Community Mailboxes, other mail boxes and parcel lockers disinfected regularly?
The World Health Organization and the Public Health Agency of Canada have said that there is a low risk of COVID-19 spread from mail and packages. Likewise, the likelihood of surface contamination of mailboxes and parcel lockers is low. The surfaces of these kinds of mail receptacles are not considered frequently touched surfaces, so they are not disinfected regularly. When Canada Post employees deliver to a community mailbox or to a parcel locker, they do not touch the individual compartment door that a given customer uses to retrieve their mail or parcel. Instead, our employees use a master key to open the entire panel all at once.
Post office availability
Are post offices still open?
We understand that people rely on their local post office. We are committed to serving Canadians while taking action to keep our people and our communities safe. We will continue to review and quickly adapt our approach with health and safety as our primary goal.
Most corporate post offices and franchises are currently open, but the situation can change rapidly in a given location or region. To verify if a post office near you is open, please visit “find a post office”on the Canada Post website.
What are you doing to keep people safe? Do I have to wear a mask to enter a post office?
Canada Post has implemented a mandatory mask or face covering policy at all its facilities across the country. This is a national policy which applies to all employees, visitors and customers. Any customer entering a post office will be required to wear a mask or face covering and practice physical distancing for the duration of their visit. This is part of our ongoing efforts to keep employees, and the people we serve, safe during COVID-19. For our guidelines please see here.
Physical Distancing: We are asking waiting customers to please space themselves 2 metres (6 feet) apart, and floor decals are now in place in most post offices to assist customers in respecting the spacing requirement. For smaller offices or during busy hours, offices may be required to limit the number of customers in-store.
How will I find out if my local post office has closed or is not keeping regular hours?
We understand the importance of our post offices and are working hard to serve our customers. As the current situation continues, some post offices may close temporarily due to a number of factors. For example, the buildings they are located in may close temporarily, or for staffing reasons. We are monitoring this closely and will advise customers through door signage at any affected locations.
To find the nearest post office, go to canadapost.ca and enter your location in Find a Post Office. A map will display open post offices near you and this data is updated daily. Please note that the hours of some post offices may temporarily differ from the hours posted on our website due to the COVID-19 situation.
How long will Canada Post hold mail for schools, businesses, caregiving facilities and other institutions that have shut down or restricted access in response to the pandemic?
Businesses or organizations that require a temporary stop of mail at their location can purchase Hold Mail online here.
Any business planning to reopen before the expiry of its Hold Mail service should cancel the service online or with our Customer Service line at 1-877-262-5762. Mail delivery will resume on the business day following the cancellation.
Does Hold Mail apply only to mail or can parcels be held?
Hold Mail service applies to mail items but we will try to accommodate parcels to the extent that we can given the limited space in some of our facilities.
Can business customers request or continue using the Mail Forwarding service?
The Mail Forwarding service directs mail to a new address. For businesses operating from a new or temporary location, this service means mail delivery continues uninterrupted. Business customers can sign up for Mail Forwarding here.
Any business planning to reopen before the expiry of its Mail Forwarding service should cancel the service online or with our Customer Service at 1-877-262-5762. Mail delivery will resume to the regular address on the business day following the cancellation.
International shipping changes
Is mail being delivered to the United States?
Mail and parcels destined to all regions of the U.S. continue to be delivered. However, Canada Post and our partner USPS are experiencing unprecedented volume across our networks. The increased volume combined with modified processes to protect employees and the public from the spread of COVID-19 are resulting in delays. We have adjusted our delivery standards to better reflect expected delivery times. Consumers and business shippers should consider the additional delivery time when making commitments to recipients in the United States.
Our goal is to continue providing timely and reliable service. But in light of the current challenges, we have suspended the On-time delivery guarantee for Xpresspost TM-USA and PriorityTM Worldwide until further notice.
Is mail being delivered to international destinations?
International mail and parcel services are impacted by COVID-19. Some international postal operators have suspended mail operations and there is less air transportation available. Service is flowing to and from most destinations and the situation continues to evolve. We regularly update our list of available international destinations on our Delivery service alerts page.
Is mail to international destinations delayed?
For destinations where service is still available, customers may experience delays. We have adjusted our international delivery standards to better reflect expected delivery times. Delays are the result of both limited air transportation and changes in how postal operators deliver. Like Canada Post, many international postal operators have introduced changes to eliminate customer interactions at the door and support physical distancing. These changes may delay delivery and signatures will not be available on some items.
Our goal is to continue providing timely and reliable service. But in light of the current challenges, we have suspended the On-time delivery guarantee for Xpresspost TM-International and PriorityTM Worldwide until further notice.
Are mail and packages from other countries being delivered to Canadians?
International mail and parcel services are severely impacted by COVID-19. Many international postal operators are experiencing delays and some have suspended operations. However, Canada Post continues to deliver all mail and parcels once they arrive in Canada. If you have ordered something from abroad, you may experience a longer than normal waiting period. You can check the status of trackable postal items coming to Canada from an international sender here. If you need more information, please contact the sender.
Employee and workplace safety
Is Canada Post still practicing physical distancing on the street and in post offices?
Yes, and to keep our employees and customers safe, we continue to ask all Canadians to practice physical distancing while our employees are out delivering in the community, and when you visit a post office. You can read more here.
As well, if your business has arranged for parcel pickup, please place your items and paper work on the counter or in a location that allows you to back away in order for our employee to maintain a 2-metre distance from you or your staff.
We thank Canadians for their continued understanding and support for the measures we’ve put in place for everyone’s safety.
What is Canada Post doing to inform its employees about COVID-19?
Nothing is more important than the health and safety of our employees. We communicate daily to our employees about this issue. They are informed about the measure to protect themselves and others, such as hand washing, avoiding shaking hands and avoiding contact with others who show symptoms of respiratory illness. We have provided nitrile gloves to employees in processing facilities.
Is Canada Post disinfecting its workplaces?
We are taking sensible precautions. Our cleaning crews have increased frequency of cleaning of high-touch items such as door handles, light switches and table tops. When an employee has been at work prior to being put in self-isolation by public health, we have protocols to do a deep clean of the workstation and, if they used one, their corporate vehicle. If an employee who has been at work before being confirmed positive for COVID-19, we have protocols to sanitize the workplace and, if they used one, their corporate vehicle.
What is Canada Post doing if a physician or public health tells an employee to go into quarantine?
The health and safety of our employees and the public is our top priority. We take steps to initiate any on-site cleaning and sanitizing measures in the workplace. We also inform the local joint health and safety committee. We do not allow the employee to return to work until we have ensured, through Canada Life, that they are medically cleared to do so. To help with their peace of mind during such a difficult time, we offer the employee special leave so that they will continue to be paid.
What would Canada Post do if an employee, who was in the workplace, tests positive for COVID-19?
The safety of our employees and the public is our top priority. We would take steps to initiate any on-site cleaning and sanitizing measures in the workplace. We also inform the local joint health and safety committee. We do not allow the employee to return to work until we have ensured, through Canada Life, that they are medically cleared to do so. To help with their peace of mind during such a difficult time, we offer the employee special leave so that they will continue to be paid.
The employees team leader would also work with the provincial Public Health Authority on the additional required steps, such as contact tracing and implementing any necessary quarantine steps for co-workers, notifying customers and limiting access to the building.
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