Return your online purchase

A woman looks at her mobile phone and smiles, holding a package with a return label under her arm.A woman looks at her mobile phone and smiles, holding a package with a return label under her arm.A woman looks at her mobile phone and smiles, holding a package with a return label under her arm.

Learn how to make a return

Discover how to return an online purchase – whether your merchant sends a pre-printed label, provides instructions for printing a label at home or at the post office, or sends a QR code for an unpackaged return.

If the retailer pays for returns

Different retailers offer different return options. You will need to identify the option provided by your merchant – look for return instructions in your package, in an email from the merchant, or on their website.

Print at a post office

You receive instructions from the merchant to have the label printed at a post office (label-free return).

  1. Prepare your package: Place the item in its original packaging.
  2. Visit a post office: Bring your package and return authorization (QR code or Return ID) to the counter. The clerk will print the label and take your return.

Watch video to learn more

Print at home

The merchant provides instructions for printing your own return label at home.

  1. Prepare your package: Place the item in its original packaging, print the label and apply it to the package.
  2. Drop it off: Take your package to any post office or street letter box.

Watch video to learn more

Unpackaged returns

You receive a QR code from the merchant or Canada Post that states “box-free.”

  1. Visit a post office: Bring your item in the manufacturer’s packaging (no shipping box) and QR code to the counter. The clerk will print the label and take your return.

Watch video to learn more

Label in the box

You receive a pre-printed return label included with your original shipment.

  1. Prepare your package: Place the item in its original packaging and apply the return label.
  2. Drop it off: Take your package to any post office or street letter box.

Ready to return your online purchase?

Visit a post office or drop off your labelled package in a street letter box*.

Find a post office

*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.

If the retailer doesn’t pay for returns

A woman prepares a package for an online return.

You can use Ship Online to create, pay for and print a label online. If you don’t have a printer, you can still purchase the label online and visit a post office to have it printed.

Otherwise, simply bring your package to a post office and our agents can help you with options for returning the item yourself. You can use a flat rate box or explore other sending solutions.

Please note

Shipping to the U.S. has recently changed. All postal shipments to the U.S. require prepaid duties before your package crosses the border. Learn more about the U.S. de minimis suspension.

Tracking your return

You can track your return package once it’s been scanned at a Canada Post facility.

Depending on the return option used, you can find the tracking number:

  • On the return label (usually located below the barcode)
  • In the email confirmation from Canada Post
  • On the Canada Post mobile app or website if you used Self Scan or created the label online

You can also use the Canada Post mobile app to scan and track returns.

A woman reads Canada Post tracking information on her mobile phone.

Frequently asked questions