The package I sent internationally arrived damaged. What can I do?

We are committed to the safe handling of all mail and parcels. You can file a claim to recoup the postage and the insured value if you meet all of these conditions:

  • You sent the parcel through one of our trackable services with insurance coverage. These services include: Priority™ Worldwide, Xpresspost™ — USA, Xpresspost — International.
  • You are the sender. If you are the receiver, please contact the sender to initiate the claim.
  • You mailed your item within the last 6 months.

Please keep in mind that some contents do not qualify for damage refunds due to their fragile or perishable nature. Refer to our list of non-insurable contents to see if your items qualify for a refund.

If you are the receiver, keep the item and its packaging in case they're required for the claim assessment. 

Before you file your claim

  • Locate the tracking number. What a tracking number looks like.
  • Check that your item is not on our list of non-insurable contents.
  • Verify that your item was mailed within the last 6 months.
  • Locate the receiver's name, address and contact information.
  • Prepare a description of the contents, its value and insured amount.

Submit a service ticket

Select one of the following forms based on whether you have a Canada Post customer account number. Fill out the form to submit a service ticket.