Managing your home pickup

If your pickup was missed, you’ll receive an email with all the next steps for rescheduling. Should you not have received our follow-up email, you may contact Canada Post support.

There are several reasons why a scheduled pickup may not have been completed, including:

• No package was found at the pickup location Our carrier arrived but did not locate a parcel to collect.
• The package was not properly sealed or labelled For safety and processing reasons, all packages must be securely sealed and clearly labelled.
• Access issues at multi-unit buildings If our carrier could not enter the building or no one was available to hand off the package, the pickup could not be completed.
• Package exceeded size or weight limits If your item was too large or heavy, it may have surpassed our pickup service limitations.
• Force majeure event Unexpected circumstances such as severe weather, natural disasters, or other events beyond our control may prevent us from completing a scheduled pickup.

To validate your label, check the tracking number in the lower part of the label. The tracking number typically consists of:

• 11 or 13 alphanumeric characters ending in 'CA', Example: AA 123 456 789 CA or
• 16 digits Example: 1234 5678 9123 4567

Find more information on Canada Post tracking numbers.

When requesting a pickup in the mobile app, you will be asked to scan or input your tracking number. Customers will only be able to schedule a pickup if a valid Canada Post tracking number is entered.