Delivery Exception & Claims Assistant
What to do when a parcel is marked delivered but missing, stuck in transit, damaged, or held by customs. Lookup official filing deadlines and claim document checklists.
1. What went wrong with your package?
Marked Delivered but Package is Not Found
The tracking status shows 'Delivered' or 'Item successfully delivered', but you do not have the package.
Tracking Stuck with No Updates for 5+ Days
The package is 'In Transit' with no new scan events recorded for several consecutive days.
Package Arrived Damaged or Broken
The box or container is crushed, torn, wet, or the internal merchandise inside is damaged.
Package Held in Customs / CBSA Review
Status shows 'Held by Customs', 'Presented to Customs', or 'Undergoing Import Assessment'.
Marked Delivered but Package is Not Found
Claim Timeline: Wait 24 to 48 hours from the timestamp of the delivery scan before initiating a carrier trace.Check all secure drop locations & community mailboxes
Drivers frequently place items inside a side porch, behind planters, in the garage, or in a communal parcel locker (check your mailbox for a key).
Check with household members & immediate neighbors
Over 40% of missing delivery reports are parcels accepted by a building concierge, neighbor, or family member.
Wait 24 hours for premature 'pre-scans'
Some carriers (especially during peak rush) scan a batch as 'Delivered' when the driver begins the street route, even if the parcel is dropped off several hours later.
Contact the merchant / shipper
If 24 hours have passed, notify the seller so they can initiate a formal trace with the carrier on your behalf.
2. Carrier-Specific Claim Policy & Deadlines
Select your carrier to view official requirements.
Canada Post Claims Policy
Included liability coverage: $100.00 CAD (unless higher declared value purchased).
Required Documentation Checklist
Expert Resolution Advice for Canada Post
- 💡If you are the recipient/buyer, contact the merchant/seller directly: Canada Post only reimburses the party who purchased the postage label.
- 💡Canada Post service guarantees (on-time delivery refunds) require filing within 30 calendar days of delivery.
- 💡Do NOT discard the damaged shipping box or packaging materials; Canada Post may request an inspection at the local postal depot.