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:
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- 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.
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Online system
- Go to canadapost.ca/support.
- Fill out the form with the tracking number and a description of the problem.
- 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
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- 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
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- 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:
- Check all locations.
- Contact Canada Post within 48 hours.
- Ask the sender to file a claim.
- Keep your documents.
- Be prepared for a lengthy process.
Prevention: accurate addresses, insurance, FlexDelivery™.