Your package hasn’t arrived. Before you contact Canada Post, figure out which of these three situations you’re actually in — the steps are different for each.
The Three Scenarios — Which One Fits?
Scenario A: Tracking says “Delivered” but you have nothing. The scan fired but no package appeared. This is the most alarming scenario and also the most frequently explained by something mundane.
Scenario B: Tracking shows a delivery attempt was made but nobody was home. Canada Post left a delivery notice card. The package is sitting at a depot waiting for you.
Scenario C: Tracking is still showing “In Transit” and the expected date has passed. The package is late but not officially flagged as a problem yet.
Each has a different resolution path. Read the one that matches your situation.
Scenario A: Tracking Says Delivered — But Nothing Arrived
This one causes the most unnecessary support tickets. The first thing to know: Canada Post’s “Delivered” scan is placed when the carrier marks a delivery complete — which can happen a few hours before they physically drop the package at your door. If it’s mid-morning and the scan shows “Delivered” from this morning, check again at the end of the day.
If it’s been more than a few hours, check these locations before doing anything else:
- Community mailbox or parcel locker — flats and apartment buildings receive packages here, not at the front door
- Mailroom or front desk — many office buildings and apartment complexes have a receiving point
- Security desk or concierge — someone may have signed for it
- A safe location on your premises — a covered porch, side gate, or garage area if your letter carrier knows you
- A neighbour — occasionally a carrier will leave a parcel with the house next door if you weren’t home
If you’ve checked all of these and the package still isn’t there, Canada Post asks you to wait 3 business days from the delivery scan date before filing a trace request. Most misfiled “Delivered” scans resolve within that window — either the package shows up, or a carrier error gets caught internally.
After 3 business days: call Canada Post at 1-866-607-6301 or open a support ticket through Canada Post customer service. At this point, you can initiate a missing package investigation. Both senders and recipients can open an inquiry — but only the original sender can receive any compensation payment.
To track the current status of your shipment before calling, use Canada Post tracking and note the exact timestamp on the “Delivered” scan.
Scenario B: Delivery Was Attempted — You Weren’t Home
Canada Post leaves a delivery notice card at your address showing which post office is holding your package. The window is tight: packages are held for 15 calendar days from the date of the delivery notice, then returned to the sender automatically.
What to do:
- Find the delivery notice card — it shows the post office address and the date the hold expires
- Bring the card and a government-issued photo ID to that post office during business hours
- Pick up your package
If you’ve lost the notice card, check your Canada Post tracking — the status will show which post office has the item and when the hold expires.
You can also request redelivery to your address instead of picking up. The easiest way is through your Canada Post online account or by calling 1-866-607-6301. The first redelivery request is free.
If you need to redirect the package to a different address entirely, see the Canada Post hold and redirect options for what’s available and what it costs.
After 15 calendar days: The package goes back to the sender. What happens next depends entirely on the seller’s return and refund policy — Canada Post doesn’t control that part.
Scenario C: Package Is Late — Still Shows In Transit
If your package hasn’t arrived and tracking still shows “In Transit” or hasn’t updated recently, you may be dealing with a delay rather than a delivery failure. A few things to check first:
- Is today past the estimated delivery date, or the guaranteed delivery date? Regular Parcel has no delivery guarantee — being late doesn’t trigger a claim.
- Is there a Canada Post service alert for your region? Weather events and volume surges cause delays without showing any new tracking scans.
- Has tracking stopped updating entirely for 24–48 hours on a cross-country shipment? That’s normal — long-haul truck routes don’t scan at every stop.
For a full breakdown of why packages get delayed and when you can claim a refund, see Canada Post item delayed.
If the expected delivery window has passed by more than 5 business days with no update, contact Canada Post to open a trace request.
Why Canada Post Suspends Deliveries
Severe weather — snowstorms, freezing rain, blizzards — causes Canada Post to suspend delivery in affected areas. Safety of letter carriers and security of your package both factor into that call.
When a suspension is in place, packages don’t go missing — they queue. Delivery resumes when conditions clear, typically the next business day for most weather events.
Check the Canada Post service alerts page before calling support. If there’s a red or yellow alert in your area, you already have your answer.
What Happens to Undeliverable Packages
If Canada Post can’t deliver and the sender has a valid return address, the package goes back to the sender. If there’s no return address:
- Low-value items may be disposed of
- Items with recoverable value are held and, where possible, returned to the rightful owner
- Cash is deposited to Canada Post and converted to a Postal Money Order if a forwarding address is found
- Prohibited items are destroyed immediately
The practical takeaway: if you’re expecting an international package that seems to have vanished, the process for missing international shipments has its own timeline and rules — see the Canada Post lost international package guide.
FAQ
My tracking says delivered but I can’t find my package. What should I do first?
Check the community mailbox, parcel locker, front desk, and any safe drop location near your entrance before contacting anyone. The “Delivered” scan can appear a few hours before the physical delivery. Wait until end of day if the scan is from the same morning. If nothing turns up after 3 business days, contact Canada Post to open a trace request.
How long does Canada Post hold a package after a missed delivery?
15 calendar days from the date on the delivery notice card. After that, the package is returned to the sender. If you’ve lost the notice card, check tracking for the holding post office and expiry date.
Can I get a refund if Canada Post didn’t deliver my package?
It depends on the service used. Xpresspost, Priority, and Expedited Parcel have delivery guarantees — if they missed the guaranteed date, the sender can claim a postage refund. Regular Parcel has no delivery guarantee. For a full breakdown of which Canada Post shipping services are eligible, see the rates and service guide.
Who can file a missing package claim — sender or recipient?
Both can initiate an investigation. Only the sender can receive the compensation payment. If you’re the buyer and your package is missing, contact the seller — they need to be the one to file.
If your package genuinely hasn’t arrived and none of the above explains it, the next step is a formal missing package investigation through Canada Post’s support portal or by calling 1-866-607-6301. Have your tracking number and proof of purchase ready — investigations are faster when you come prepared.
