Support

Item level detail is not available in Shipping profile and Performance summary reports. It can be found in the Tracking summary report.

The Intelligence 360 Tracking summary report provides item level details on the status of your Outbound and Inbound items throughout delivery.

Information is held for two years within My reports. It dates from the time your company is set up to use Intelligence 360.

Intelligence 360 does not allow you to build a custom report. You can download its eight standard reports into Excel, CSV or PDF format and then customize them.

To add a customer number to Intelligence 360, call your sales representative.

You can see items in Intelligence 360 that have a tracking number but have not been received by Canada Post.

Information in Intelligence 360 is updated every 15 minutes.

Read this article for in-depth info on managing returns.

Find answers to your questions for the Solutions for Small Business lightweight shipping temporarily reduced rates.

The Canada Post mobile app is available in English and French. Find out how to change the language and save your preference.

The EU has removed the VAT tax exemption of €22 – VAT will now need to be paid on all commercial items imported into the EU. The new rules do not impact gifts.

Automatic tracking is a free feature that automatically adds packages to your track list, sends you delivery notifications and more. Learn about this feature in our frequently asked questions.

Automatic tracking is a free feature that automatically adds packages to your track list, sends you delivery notifications and more. View the Terms and Conditions of this feature.

Find out more about how we use two-step verification to boost your online account security.

My Mailbox beta Terms and Conditions

Common questions on NCOA Mover Data Service

Find out how we keep your business account secure and what you can do as an account owner

Address Complete

My Mailbox beta release participation conditions

My Mailbox beta release participation conditions

Video tutorial for Precision Targeter.

As the situation caused by the coronavirus (COVID-19) quickly evolves, we want to assure you that all of us at Canada Post are doing everything we can to keep our employees, customers and the communities we serve safe.

Read the Canada Post Corporation credit card consent agreement. This online agreement explains why we collect credentials from you and how we use them to process payment.

Find out how to change or cancel your mail redirection services. Hold Mail or Mail Forwarding account passwords made before August 24, 2019 are no longer active.

Get information on Package Redirection online. Find out about redirection costs and package eligibility.

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Find out how to apply for a Community Foundation grant. Read all the frequently asked questions.

Learn if you meet the eligibility requirements for an award and the steps to apply. Read all the frequently asked questions.

Get answers to frequently asked questions about applying for a job with us. We’ll help you search for jobs, create a profile and get technical support.

Some deliveries require the recipient to provide Proof of Age. Here’s how that works when doing so directly is difficult:

Keep your Cash Passport funds safe while you travel and when shopping online. Tips on avoiding fraud and what to do if your card is lost or stolen.

Call Global Assistance at any time, from anywhere in the world for Cash Passport support, to notify Mastercard of a lost or stolen card or to contest a charge.

Services, guidelines and restrictions for promoting cannabis in Canada as a licensed seller.

Specialized support teams and products to support businesses shipping medical cannabis and improve the experience of their customers.

Learn about Health Canada packaging and labelling regulations for cannabis. Then find out how to prepare your cannabis for shipping to Canadians.

Sometimes clearing your cache and cookies helps Canada Post products work smoothly. Here’s how:

Find out how to set a delivery preference. Choose your location and sign up for email notifications.

Find out why your delivery may have been sent to the post office.

Find out how to pay your duty and taxes online. This means your package may be eligible to be left in a secure location outside your house if you’re not at home.

Precision Targeter - Frequently Asked Questions

New Canada Post concept stores take customer convenience to the next level with innovative features and self-serve stations.

If you no longer have access to your Canada Post sales rep, find answers to your questions here:

Everything you need to know about discounts, rates and pricing for your small business.

Your questions answered about your new Solutions for Small Business account. Create an online profile and find your shipping and marketing discount information.

Find out which shipping and marketing services and tools are available to Solutions for Small Business members.

Answers to your questions about transitioning from a Canada Post agreement to a Solutions for Small business account.

Small business members can access all online shipping tools like EST Online and Snap Ship as well as pickup and returns tools.

Find Canada Post approved vendors that can help you feel confident that your Postal Code Targeting campaign will be created according to our mailing requirements.

Intelligence 360 starts collecting your information on the day you are set up within the tool. You can access information as far back as 2 years

The Intelligence 360 Service ticket report shows the service tickets for items that are late, lost or damaged that you created with Canada Post

You can store 50 reports in the My reports section of Intelligence 360.

An Intelligence 360 user administrator controls access and sets user roles in your company.

You can only download the item level information within the Intelligence 360 Outbound, Inbound and Exception tabs that you see on your screen.

If an item is redirected, privacy policies require that the destination address be shown as Unknown in Intelligence 360.

The Intelligence 360 Shipping profile: by destination report shows the origin to the destination city but not postal code details.

The reports you create are saved in My reports section for 30 days. To access a report past 30 days, save it to a folder outside of Intelligence 360.

The Intelligence 360 Performance summary reports use 3 steps to calculate delivery performance numbers.

Intelligence 360 is not available through an Application Program Interface

Intelligence 360 Shipping profile and Delivery performance reports cannot be merged

In the Intelligence 360 Outbound view, items only appear in one category or delivery stage.

The average weight of all items billed within a timeframe is either the declared weight or the volumetric equivalent.

If you can’t access Intelligence 360 and are a user administrator, contact your Canada Post sales’ representative

In the Intelligence 360 Tracking summary report, compare delivery standard dates to the delivery or stop the clock date. Items delivered after the delivery standard date are late.

There is no limit to the number of Intelligence 360 reports you can create

A Shipping profile report defines volume as the number of items billed within the stop the clock time. A Delivery performance report checks for an electronic manifest scan AND a delivered or a attempted delivery scan.

Tracking status shows your item as successfully delivered, but you have not received it. What you can do.

Definitions of the terms that appear in Intelligence 360 reports and pages.

Use Intelligence 360 overview to see all outbound shipments and inbound returns. Track your favourite reports and add to your watch list.

Track and filter exceptions to find out why a shipment has not yet been delivered or returned

Use notifications to stay on top of the status of your most important shipments.

Get detailed status information on inbound returns

Set permissions for employees can see and do in Intelligence 360.

Get detailed status information on outgoing parcel items.

Instructions on how to create a shipping report of parcel volume and cost by destination in Intelligence 360.

Instructions on how to create a report of shipping profile by customer number

Instructions on how to create a shipping performance summary by destination.

Instructions on how to create a tracking summary report in Intelligence 360

Instructions on how to create a report of shipping profile by weight category

Learn step-by-step how to generate a performance summary by delivery standard report in Intelligence 360.

Follow these instructions to create a report with shipping variables in Intelligence 360.

Follow these instructions to create a service ticket in Intelligence 360.

Instructions on how to create a shipping performance summary by customer number.

Find out how big and heavy your parcel can be, and how that affects the cost of sending it. Calculate your shipping price based on dimensions, weight and shape.

Canada Post’s Hold Mail service makes stopping your mail easy. Set it up online in minutes.

Find out what days and times mail is delivered in Canada. Mail is not delivered on statutory holidays like Christmas Day.

The Postal Code Map, integrated into our Precision Targeter tool, helps you find high-value customer prospect areas for direct mail campaigns.

Information on Hold Mail – change dates, extend service, why parcels still may arrive, mail still arriving after Hold date has begun.

This notification means we tried to deliver to your address, but were not successful.

See the delivery standards for mail items sent from outside of Canada, how to track them and information about Customs' wait times.

See the delivery standards for how long it should take for mail, letters or parcels to arrive based on mailing price and the destination.

Request the restart of advertising mail delivery to your address.

Answers about the cost of sending direct mail with Postal Code Targeting solutions and large volume discount options.

Postal Code Targeting production FAQs with answers on quality controls, indicia, specifications, GSM best practices and your mailing’s induction.

Data lists and how to use them in Postal Code Targeting, including data overlays, existing customer list suppression and data cleaning needs.

Brief description of the features and benefits of Postal Code Targeting, different types of Smartmail Marketing solutions and how it works in acquisition.

How to create and use the Postal Code Targeting 2D data matrix barcode for automated direct mail processing, putting your piece in customer hands faster and at a savings.

If you wish to receive advertising mail, contact customer service at 1-866-607-6301 and request the restart of advertising mail delivery to your address.

Have questions about epost connect? Check the FAQ for answers:

You’ll get an email from Canada Post with a PDF when invoices are available. Here’s what to do with it:

Don’t worry! Here’s why your FlexDelivery address doesn’t match your post office:

Security Screening Guide & Instructions for Canada Post contractors only.

Find out what’s needed to prepare a Postal Code Targeting mailing. Get information on Postal Code Targeting specifications and find a direct mail partner.

See if your mailing campaign qualifies for Postal Code Targeting. Qualifications include deposit information, minimum item number, unique barcodes, quiet zones and Agreement numbers.

Ensure that your marketing mail pieces for Postal Code Targeting, Neighbourhood Mail and Personalized Mail are machineable and save on mailing costs.

Find out how to prep your statement of mailing and drop off mailing containers.

There are several ways commercial customers can pay by Credit Card. Pick the one best for you:

Requesting a copy of your invoice is easy. Follow these steps:

Shipping routes are set depending on the location of our facilities and the destination.

Can I use FlexDelivery internationally

How do I know if a company is FlexDelivery-friendly

Is this open to other delivery providers

We’ll send you an email when your package is ready to be picked up.

Yes!

Using your FlexDelivery address is easy. Here’s how:

Ready for pickup means that your item has safely arrived at a post office.

Get a parcel locker in your building for a convenient, secure way to receive parcels, even when you’re not at home.

Make payments to your commercial account directly from your bank, credit card, online, or by cheque.

How to get your package from the Canada Post parcel locker when you find a notice and a key in your mail box.

Find about the stamp selection process and how to submit a suggestion or apply to design a stamp.

Supplier Account is a new way for meter customers to pay for parcel shipments with Canada Post’s Electronic Shipping Tools (EST) or other approved supplier shipping platforms.

Printed a shipping label you won’t be using? Use Request a Refund API to reverse the charge.

Have questions about your community mailbox? Explore Frequently Asked Questions for answers:

Looking to send something internationally? Here’s how you can do it with Canada Post

Add pickup web services to your e-commerce solution. Easily request a pickup at your business. Ideal for Ship From Store applications.

Learn about our new delivery model and when it’s coming to your area.

Prepare your mailings and shipments online and print shipping labels with our electronic shipping tools.

Find out how to get a refund for your spoiled meter impressions. Find out where to return the meter impressions, and the fee involved.

Effective January 11, 2016

Find out about service and price changes for parcels, transaction mail, and marketing products and services.

Log in, enter My Support, and check the status of your service ticket. Click for more information.

Sign in to our website to find out your Savings Level, your order history for the last quarter and how close you are to reaching the next Savings Level.

Your marketing just got easier. Ready to put direct mail to work for your business? Our customizable and print-ready templates make it easy.

Commercial customers, after you sign a contract, create your online profile, username and password and use our online shipping tools and services.

Contact customer support online, by phone, or find resolution with one of our support articles.

Choose from a list of help topics for the most common mail delivery and business issues. Open a service ticket online to report the problem and get help.

Is your mail still being delivered to your old address, or not being forwarded at all? Read support articles about common Mail Forwarding™ delivery issues.

Get help with common mail delivery issues, such as mail that was delivered to the wrong address. Open a service ticket to report the problem and get help.

Having trouble with business mailings? Find out how to get help from Canada Post.

Handle your entire shipping and mailing process online from our website. For small to mid-sized businesses who ship in Canada and worldwide.

Get fast and easy online shipping and mailing from our website or your intranet. For small to mid-sized businesses who ship and mail within Canada.

Find Terms and Conditions for Canada Post Consumer P.O. Boxes here.

Find out if your mailing of more than 1,000 pieces qualifies for Personalized Mail’s reduced postage rates.

Read the terms and conditions for use of Canada Post’s Mail Forwarding service, including limitations on the service and legal statements.

Read Hold Mail terms and conditions, including service delivery limitations and legal statements.

Find out how to fill out the address form during online checkout using your FlexDelivery address.

Find the size and weight specifications for sending letters to the U.S. and internationally.

Find out about Priority, Xpresspost and Expedited prepaid envelope and label options. Includes features, options, destinations, sizes and weight.

Download the free Canada Post mobile app onto your smartphone. The app is available for Apple, BlackBerry or Android mobile devices.

Canada Post is on Facebook, Twitter, LinkedIn, YouTube and more. Learn which accounts to follow to get the information you are looking for.

How to rent, cancel, and use a commercial Postal Box at Canada Post.

Ensure that the mailboxes you install in new subdivisions and condos meet Canada Post requirements. Download the Delivery Planning Standards manual.

The National Presortation Schematic helps you prepare mailings. Updated monthly, use it for more effective mailings.

The National Presortation Schematic helps you prepare mailings. Updated monthly, use it for more effective mailings.

Find the length, width, thickness, weight and ratio specifications for Canada Post’s Registered Mail service.

Get delivery estimates for sending Neighbourhood Mail™ anywhere in Canada.

Find out how to cash your Canada Post postal Money Order and how to request a refund.

To buy a Money Order, you must provide the name of the sender and the name of the recipient (payee). These requirements protect your Money Order.

Find out why postal Money Orders don’t all look the same. Most, however, are either peach (Canadian dollars) or green (U.S. dollars).

Learn how to prepare and package parcels to help Canada Post deliver your items safely and securely.

Learn how to address envelopes and parcels to help Canada Post deliver your mail to the right place, faster.

A letter of authorization lets you act on behalf of another person or a business to pick up mail or apply for postal services. Download one here.

Find Canada Post-recognized vendors of mail presortation software.

Postal indicia saves businesses time and money while offering branding opportunities. Find out how to use it:

Learn about creating an order or Statement of Mailing and dropping off a Personalized Mail™ mailing at a deposit location.

Find out what identification you need to pick up mail at the post office, whether for yourself or on behalf of someone else or a business.

Save on postage when your mailing can be machine processed. Learn how to design your Canada Post Personalized Mail™( formerly Addressed Admail™) piece for machineable postal standards.

Find all the resources you need to confidently prepare large mailings for Canada Post.

Learn about the various tracking number formats and where to find them on your package or receipt.

Learn more about the Track tool and how it helps you trace and confirm delivery of packages or check when a parcel is expected to be delivered.

Learn why your tracking information may not be available to you when you enter your tracking number into Track

Standard delivery times vary depending on what you’re mailing and how far it’s going. Find the delivery standards for different types of mail.

Learn how to track a package using the online Track tool. Find out about the tracking number, delivery notice card number or reference number you need.

Find out what features you need to check to help you spot a counterfeit Canada Post Money Order.

Find out if your newsletter, magazine or other mailing qualifies for the discounted postage rates of Publications Mail.

Get your account balance, transaction history and more when you sign in to Manage My Accounts. If you need more help, use this form to contact us.

Designing, preparing and sorting your Canada Post Personalized Mail™(formerly Addressed Admail) for machine processing delivers the lowest postage rates. See these Machineable Presort guidelines.

Format addresses for business and marketing mail accurately and avoid processing delays, redelivery and surcharges. See correct formats with visual examples.

Rent a Postal Box in person at a post office. Fill out a form and pay by credit, debit, or cash.

PO Boxes come in 5 different sizes. Sizes range from small boxes to extra large containers for high volumes of commercial mail.

The cost of your Postal Box depends on the size you choose, how long you rent it, and whether your box is in an urban or rural location.

If your parcel was delivered late, find out if you qualify to request a refund.

Learn what you can do if an insured parcel sent within Canada was delivered damaged

Find out how to close an Individual or Commercial Postal Box.

If your tracking number shows your package has been delivered, but it hasn’t been received, here’s what to do:

If your mail has not arrived yet, you can check for a tracking number, or report the problem online to Canada Post.

Pay your bills with a MoneyGram electronic money transfer at a post office. You don’t need a bank account to use it.

Learn what you can do if an insured parcel sent to an international destination was delivered damaged.

To collect a MoneyGram electronic money transfer, go to any post office. Receive up to $500 in cash if funds are available, or receive payment by cheque.

Use MoneyGram to send money in Canada or internationally. Buy your MoneyGram in person at any post office across Canada.

Permanent stamps have no expiry. After you buy them, they’ll be accepted even if stamp prices change.

Businesses that are reopening after COVID-19 closures can submit a service ticket to receive their mail.

If your mail is being misdelivered, you can contact the sender, return to sender, or report it online to Canada Post.

Learn about what “Notice left” means in your delivery progress and how to pick up your package.

Learn what “Delivered as a safe drop” means in your delivery progress.

Learn more about detailed status items and dates displayed on the Track progress bar.

Here’s what to do when your item is marked as delivered, but has not been received.

Find out how to add money to your Canada Post reloadable Visa prepaid card and how to check your balance.

How to find and view the signature of the person who signed for a package you sent.

Learn how to track the delivery status of your package using our online Track tool.

Find out which web browsers are supported by canadapost.ca, what additional plug-ins it uses and how it uses cookies.

Most pages on our site are public with no need for security. If you use areas of the site that require passwords, you need to keep them secure.

Follow these tips to prevent mail theft and protect yourself against identity fraud. Keep the mail you receive and the mail you send safe.

Someone may have used your address to label a fraudulent mailing with a legitimate return address. There is an ongoing investigation into this matter.

How to know if a package or letter is suspicious and what to do if you receive one.

Find out how much it costs to send packages and letters with Canada Post using the Find a Rate online tool.

Read the terms of use and legal terms and conditions for the Canada Post website.

Get postal codes for Canadian addresses using the Find a Postal Code online tool.

Learn how to use the free Customized Postal Indicia template to create added marketing value for your business mail.

Find the address accuracy requirements for the best postage rates on Incentive Lettermail™, Canada Post Personalized Mail™(formerly Addressed Admail) and Publications Mail™

Find out about the customs process for receiving a package from another country.

Find all the information you need to contact Canada Post the way you prefer.

Find out how to access an epost Connect Collaboration message after you receive an email notification.

Find out how to access an epost Connect message after you receive an email notification.

You can send multiple copies of the same issue of your publication in a bundle to one address. Learn when and how to bundle Publications Mail.

If you move or temporarily relocate, Mail Forwarding service redirects your mail from your old address to another address anywhere in Canada or the world.

You can buy Mail Forwarding for someone else. You need to go to a post office to show proof that you have the authority to act for the other person.

Accurate address lists reduce undeliverable mail and help you get the best postage rates for large mailings and better customer insights from your data.

Find out more about becoming a goods or services supplier to Canada Post, a stamp seller or opening a retail postal outlet.

Process for shipping parcel pack to the merchant. Includes instruction for prepaid shipping and shipping paid by customers

How to remove your name and address from private advertising lists and Canada Post’s Name and Address Database.

Apply in person for our free general delivery service (often called Poste Restante) to receive mail at any Post Office.

Here’s how we keep data safe when you order online at Canada Post.

When you enter personal data for a purchase, it is used only to complete your request and ship your order.

Many remote communities are served by post offices called air stage offices. Find out about shipping to and from air stage offices.

Learn what COD is, how it works, and how you can use it with Canada Post.

Canada Post recognizes the several address validation services. Use ours, or find a recognized vendor.

Learn the postage you need for a letter or parcel depending on its weight, size and destination.

Rate increases allow us to serve the growing number of addresses, meet inflation costs, and maintain and replace equipment.

Received a ‘delivery attempted’ card while you were waiting for a package? Here’s what to do:

If you see a damaged or vandalized mailbox, report it to Canada Post postal security.

If you find the main door on a community mailbox is open, here’s how to report it to Canada Post.

Find out what to do if you receive an email from Canada Post that seems suspicious.

You can return stamps you bought at the post office if you have the original receipt.

Having trouble completing the identification process when buying Mail Forwarding online? You can still pay online and then show your ID at a post office.

Learn why you may not be receiving all your forwarded mail and how to correct this. If you’re still not getting all your mail you can report the problem.

If you purchased Mail Forwarding but are getting someone else's mail along with your own, use this online form to report the problem.

When you buy Mail Forwarding service you should start receiving forwarded mail within 5 business days. If not, use this online form to report a problem.

After verifying the end date on your Mail Forwarding contract, use this form to report the problem:

Looking to cancel Mail Forwarding? Here’s how:

Learn what the terms ‘date range’ and ‘expected delivery date’ mean in your Track results.

Find up-to-date fuel surcharge information on Canada Post services.

Mail forwarding, mail, forwarding, change service, change, service, extend service, extend, service

Find out what to do if you tried to complete your change of address request online, but authentication failed.

If you give your email when you purchase mail forwarding, your information will not be disclosed to other organizations.

Find out how to sign up for mail forwarding online or at the post office.

Renew, cancel or make changes to your Mail Forwarding service online or at the post office.

Find out if you have to make alternate arrangements to have your mail forwarded to your new address.

Find out what mail items get forwarded when you buy the Mail Forwarding service. Lettermail™, Registered Mail™ and magazines all use mail forwarding.

How do I change my mailing address? See how to get Mail Forwarding service, what mail forwarding costs and how far in advance to order it.

Find out how to check on where your incoming international parcel is and what may be causing the delay.

You have been tracking your letter or parcel on our website, but now tracking information no longer appears. Find out what to do.

You sent an international delivery with a tracking number, and it hasn’t arrived yet. Find out how to check on where your outgoing international parcel is and what may be causing the delay.

Had a tracking number, but can’t find it? Here’s what to do: