What should I do if my parcel has been lost?

If your parcel in Calgary has not arrived on time or has disappeared without a trace, the first 24–48 hours are critical for a successful investigation. First of all, you need to make sure that the parcel is actually lost and not just delayed in the delivery system.

Check possible delivery locations

  • Private homes — check all entrances, garages, backyards, under stairs, near fences, or in any shaded areas on your property. Canada Post sometimes uses “safe drop” delivery.
  • Multi-story buildings — check the mail room, concierge, neighbors, lobby, and areas near mailboxes.
  • Businesses — contact the receptionist, security guard, or colleagues who may have received the package.
  • Public mailboxes — check all compartments, including those that are temporarily locked.

Tracking system and problem diagnosis

Tracking status analysis

If the status is “Delivered” but the package is missing:

  • Check that the address is correct.
  • Check all possible delivery locations.
  • Ask residents or employees.
  • Contact Canada Post for an investigation.

If the last scan shows arrival in Calgary with no updates, the package may be held at the sorting center.

Time frame for action

  • Domestic: 10 business days (Regular Parcel™), 5 days (Express).
  • International: 45 days (US), 6 weeks (other countries).
  • Claims — within 6 months.

Procedure for filing a loss claim

Who can file

Only the sender can officially file a claim for compensation. The recipient must contact the sender.

Online system

  1. Go to canadapost.ca/support.
  2. Fill out the form with the tracking number and a description of the problem.
  3. Wait for the case to be assigned to the Claims team (up to 10 days).

Phone system

  • Canada: 1-866-607-6301
  • International: 416-979-3033
  • Hours: Monday–Friday, 7:00 a.m.–11:00 p.m. ET, Saturday–Sunday, 9:00 a.m.–9:00 p.m. ET.

You can use the chat on the website by typing “Agent.”

Canada Post investigation process

  • A team of 5–10 people tracks the parcel's route.
  • They check the last scan location and postal depots.
  • They contact the recipient to confirm delivery.

Compensation and insurance

  • Priority™, Xpresspost™, Expedited Parcel™ — up to $100, can be increased to $5,000.
  • Regular Parcel™ — up to $100, additional $1,000.
  • Tracked Packet™ — up to $100, no increase.
  • Restrictions: $500 (coins, jewelry, precious metals, stamps), $100 (banknotes, gift cards).

Difficult-to-deliver mail and recovery

All such mail from Calgary is sent to UMO in Scarborough:

  • 3 million letters, 18,000 wallets, 70,000 parcels per year.
  • Returns only if a return address is provided.
  • Valuable items may be forwarded or sold, prohibited items will be destroyed.

Practical recommendations

  • Always include the postal code and return address.
  • Use sturdy packaging and cross out old barcodes.
  • Consider FlexDelivery™ — delivery to a branch.
  • Enable automatic tracking in your account.

Legal considerations

  • Alberta has strong consumer protection laws: orders can be canceled if they are delayed by more than 30 days.
  • Credit card payments allow for chargebacks.

Success statistics

  • Most lost packages are not recovered.
  • Typical reimbursement: shipping costs + $100.
  • Sometimes packages are found months later (even a queen bee in Toronto).

Alternative actions

  • Media coverage can speed up the process.
  • Class action lawsuits are possible (Lambert Avocats).
  • You can contact the ombudsman.

Conclusions

Act quickly:

  1. Check all locations.
  2. Contact Canada Post within 48 hours.
  3. Ask the sender to file a claim.
  4. Keep your documents.
  5. Be prepared for a lengthy process.

Prevention: accurate addresses, insurance, FlexDelivery™.