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File online through Canada Post's claims process using the tracking number on the label: you will describe what happened, state the item's value, and upload proof such as the original receipt and photos of the damaged packaging. Xpresspost parcels include coverage automatically, so many claims ride on that. Keep the box and all packing material until the claim is resolved.
The two paths start differently. A parcel is "lost" when tracking goes quiet well past the expected window with no delivery scan: no one knows where it is. A parcel is "damaged" when it arrives but the contents are broken, crushed, or waterlogged, or when the box arrives empty or partially opened. Damage claims are usually stronger because you have the physical evidence in hand; lost-parcel claims depend on the scan trail, and the last known scan location is often the deciding factor in whether the parcel is declared lost.
One wrinkle: a parcel that shows as delivered to the wrong address or that vanished after a "delivered" scan is a different problem. Check with the recipient and the delivery location first, because carriers will ask what you did to locate it before they treat it as lost.
Claims live or die on paperwork. Canada Post wants to see what the item was worth and what happened to it, and the claimants who get paid are the ones who can prove both:
| Document | Why it matters |
|---|---|
| Proof of value (store receipt, invoice, order confirmation) | Compensation is based on the item's actual value, not your asking price |
| Photos of the damaged packaging and contents | Shows the damage and whether the packing was reasonable |
| The original box and all packing material | Adjusters may need to inspect them; throwing them away can sink the claim |
| Photos taken at packing time | Proves the item's condition and packing quality before it shipped; few people have these, and they are powerful |
| The tracking number and mailing receipt | Ties the claim to the specific shipment and service level |
The item most people discard too early is the packaging itself. If the box is crushed, the adjuster wants to see the crushed box, not a description of it. Keep everything, including cushioning and the label, until the claim is fully resolved and paid.
Do not wait. File as soon as you are reasonably sure the parcel is lost or as soon as you discover the damage. Waiting does not help: memories fade, the recipient may discard the packaging, and the claim window keeps moving. For damage, photograph everything the moment you open the box, because the unboxing photos are often the strongest evidence you will have.
For lost parcels, give tracking a fair chance before filing: parcels do go quiet between scans, especially across long routes and weekends. But once the silence stretches well past the expected window with no movement, file. The claim itself prompts the carrier to investigate, and that investigation is what locates some "lost" parcels.
LetterAgent's shipping labels are Canada Post Xpresspost labels, Canada-only, for parcels up to 5 kilograms, and Xpresspost includes coverage, so the claim goes through Canada Post's standard process with the tracking number from your label. The flow stays the same: file with the tracking number, document the value and the damage, and keep the packaging. If you need the label details or tracking number from your order, ask your AI assistant: it can check a job's status any time.
Ready to ship it? Get a shipping label with LetterAgent: describe it to your AI assistant, approve the exact quoted price, and get your label.
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