At-Home Pickup Pilot FAQ

Canada Post is launching a new, convenient service called At-Home Pickup that will allow consumers to initiate, schedule and complete a pickup request for their returned packages from the comfort of their home. Canada Post will be piloting the service in limited geographical areas in select neighborhoods of Montréal and Ottawa (see details in the next question) before offering it to other Canadians. As part of the pilot, the At-Home Pickup service will be offered free of charge. All feedback collected from this pilot will be used to improve and enhance the service.

Who can participate in the At-Home Pickup pilot?

• K1C, K1E, K1W, K4A (Orléans, ON)
• K2K, K2L, K2M, K2T, K2V, K2W (Kanata, ON)
• H2M, H2N, H2P, H2R, H2S, H3N, H3P, H4N, H2G, H2J, H2T, H2V, H3S, H3T (Montréal, QC)

• Residents living in houses or townhouses who receive their mail at the door or in community mailboxes
• Residents living in multi-unit buildings that consist of three or more self-contained units sharing a common indoor area or front entrance (such as apartments and condos)
• Businesses are excluded

When does the At-Home Pickup pilot start and what is the duration of the pilot?

The At-Home Pickup pilot will start on July 8, 2024, and is expected to run for a duration of 14 weeks.

How do I participate in the At-Home Pickup pilot?

• Residents living in multi-unit buildings must be available from 8 am to 5 pm to hand off your return package in person on the day of your pickup. The delivery agent will collect the package directly from you, then scan the return label. Do not leave your package unattended.
• A Canada Post label must be affixed to the return item that must also be properly packaged. The delivery agent will not pick up return package if the label is missing or if the label is from another carrier.
• Ensure that the package weight is under 22.7 kg (50 lb.) and not larger than 3 m (118 in.). Larger packages must be dropped off at a Canada Post retail location. See the Parcel Services Customer Guide for details.
• Provide your email address. We will be communicating with you via email to confirm your scheduled pickup date and provide status updates.

If you meet the requirements above and are interested in participating, complete the At-Home Pickup online form to request your pickup.

Once you complete the online form and your address is confirmed as eligible for the service, you will receive a service pickup confirmation within 24 business hours.

I'm not sure if my label is from Canada Post or another carrier. How do I validate?

• 11 or 13 alphanumeric characters ending in 'CA',
  Example: AA 123 456 789 CA

When requesting a pickup via the online form, you will be asked to provide your tracking number. If the tracking number you provide is not from Canada Post, you will be notified via email.

You will not be able to schedule a pickup if a non-Canada Post tracking number is entered in the online form.

What type of items can be picked up?

• Weight: Not exceeding 22.7 kg (50 lb.)
• Dimensions: Up to 300 cm (118 in.) (length x height x depth) / L + 2(W) + 2(H) ≤ 300 cm (3m or 118 in)

There is a limit of 3 packages per pickup. Each one must not exceed the size and weight limits above.

Canada Post does not accept any mail that:

• Is prohibited by law (i.e., illegal items, obscene material, or items that may not be imported or sent by mail)
• Fails to meet certain physical characteristics or marking requirements
• Contains products or substances that could cause:
  • Injury to those handling the mail
  • Damage to postal equipment or other items
  • Entrapment of other items

  Is there a fee for this pickup service?

  For the duration of the pilot, the service is free for all return pickups that meet eligibility criteria.

  I'm a small business owner running my business from home. Can I participate in the pilot and have packages picked up from my home?

  The At-Home Pickup pilot is not available to businesses. The service is designed to offer consumers a convenient way to return purchases to merchants by having their packages picked up by Canada Post at their home. Canada Post offers parcel pickup services for businesses of all sizes. Learn more about pickup services for commercial customers.

  What if I missed my pickup?

  If you were not at home for your scheduled pickup, you will receive an email asking whether you would like to reschedule or cancel your pickup. If you wish to change your pickup before the scheduled pickup day, email at-home-pickup@canadapost.ca during business hours (9 am to 5 pm ET) at least 1 business day before the original pickup date. Include your full name and alternate pickup dates in the email. Note that the service excludes same-day pickups. If you are unable to provide sufficient cancellation notice, we will attempt to accommodate your request but cannot guarantee that it will be done in time. Note: you may leave your return packages outside your door where it is sheltered from the weather and visible to the delivery agent for pickup. This option is excluded for pickups from multi-unit buildings with three or more self-contained units sharing a common indoor area or front entrance.

  My return package was not picked up on the scheduled day. What should I do?

  The At-Home Pickup service team monitors all pickup requests. If your return package is not picked up on time, a follow-up email will be sent to you within 24 hours (1 business day) to reschedule your return pickup. If you have not received a follow-up email, please contact at-home-pickup@canadapost.ca. Note that Canada Post will not pick up unattended packages from multi-unit buildings.

  Can I reschedule or cancel my return pickup?

  To change the pickup date, email at-home-pickup@canadapost.ca during business hours (9 am to 5 pm ET) at least 1 business day before your scheduled pickup date. Include your full name and an alternate pickup date in the email. Note that the service excludes same-day pickups. To cancel your pickup, email at-home-pickup@canadapost.ca with your full name and the original pickup date. If you are unable to provide sufficient cancellation notice, we will attempt to accommodate your request but cannot guarantee that it will be done in time.

  If I'm not home on the pickup day, can I leave my package(s) outside (i.e., porch, mailbox, back door, etc.)?

  You can hand off your package to the delivery agent between 8 am to 5 pm on the requested pickup date or leave it outside your door where it is sheltered from the weather and visible to the delivery agents for pickup. Residents of multi-unit buildings (such as apartments and condos) must be available to hand off your package directly to the delivery agent between 8 am to 5 pm on the pickup date. Canada Post will not pick up unattended packages from multi-unit buildings. To reschedule your pickup date, email at-home-pickup@canadapost.ca during business hours (9 am to 5 pm ET) at least 1 business day before your original pickup date. Include your full name and an alternate pickup date in the email. Note that the service excludes same-day pickups.

  What is 'alternative date' for?

  • The first one is your preferred pickup date
  • The second one is an alternate date in case the first one cannot be accommodated

  Dates cannot overlap and same-day pickup is not available with this service.

  You will receive a confirmation email within 24 business hours of submitting the online form. This email will include your scheduled pickup date.

  Is the At-Home Pickup service available on weekends?

  You can only schedule a pickup on weekdays. Canada Post does not collect mail on weekends and statutory holidays.

  For additional questions or assistance regarding the At-Home Pickup pilot, contact us at at-home-pickup@canadapost.ca.