The package I sent internationally arrived damaged. What can I do?

    We are committed to the safe handling of all mail and parcels. You can file a claim to recoup the postage and the insured value if you meet all of these conditions:

    • You sent the parcel through one of our trackable services with insurance coverage. These services include: Priority™ Worldwide, Xpresspost™ — USA, Xpresspost — International.
    • You are the sender. If you are the receiver, please contact the sender to initiate the claim.
    • You mailed your item within the last 6 months.

    Please keep in mind that some contents do not qualify for damage refunds due to their fragile or perishable nature. Refer to our list of non-insurable contents to see if your items qualify for a refund.

    If you are the receiver, keep the item and its packaging in case they're required for the claim assessment. 

    Before you file your claim

    • Locate the tracking number. What a tracking number looks like.
    • Check that your item is not on our list of non-insurable contents.
    • Verify that your item was mailed within the last 6 months.
    • Locate the receiver's name, address and contact information.
    • Prepare a description of the contents, its value and insured amount.

    Still need help? Submit a service ticket.

    Sign in to submit your ticket faster and track its progress.

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