Live agents are available: Monday to Friday from 7 am to 8 pm (eastern time) Saturday, Sunday and Federal statutory holidays from 10 am to 6 … If you are travelling to Canada or moving to Canada and would like information on customs issues, we invite you to visit the Canada Border Services Agency website. Your feedback helps us to understand our clients and improve the delivery of our programs and services. If the recipient refuses the package, ... shipment has been transported to Canada via FedEx Express and it is identified as a temporary import shipment prior to customs release, FedEx Express will contact the importer advising them of the clearance options. My buyer contacted me saying they did not receive the package. We continue to work with Canada Post to process international mail without compromising the health, safety, and security of Canadians. I f your package is held at customs, you should c ontact the courier company in charge of your shipment. If the BSO determines that a mail item is not high-risk or prohibited from entering Canada and is not subject to duties or taxes, the item is released to Canada Post for delivery. Returning to resume residence in Canada: Moving Back to Canada will help you find the information you need to make your move … Who should I contact to find out if my package is stuck in customs? Here's the contact page for Customs and Border Protection. Learn what you can do if mail or a package is late or missing. The tracking also did not show the package delivered on Canada Post website. 0300 322 9434. Textphone: 0300 200 3719. In addition, you can fill out an online form to create a service ticket and report a problem. The Agency works to clear all packages as quickly as possible. We are monitoring volumes and are adjusting staffing levels to meet the increase in volumes. Did You Know? The CBSA collects duty and taxes on imported items (including all online shopping), on behalf of the Government of Canada. If there are concerns that the item may be inadmissible, wrongly labeled or contain contraband it will be referred for further inspection. How to contact us online or by phone. Never give your social insurance number or other personal information over the phone. Learn more about how scammers pose as CBSA … Once a parcel is with CBSA, we cannot intervene or inquire about the status of the parcel. What do the results from the Track tool mean? By Staff Writer Last Updated Mar 26, 2020 11:53:07 PM ET. If you're expecting a package and it is long overdue, or you think it may be lost in the mail, contact your local post office and request that a parcel tracer action be initiated to locate it. The Agency uses risk management principles to expedite international trade mail without compromising the safety and security of Canadians. When a good is mailed to Canada from abroad, the sender completes a customs declaration form which outlines the information found within Appendix A of D5-1-1, Canada Border Services Agency International Mail Processing System. The courier should have a record of your package's status and its current location. i If you are filing a claim for a lost item, please note that due to the COVID-19 situation, delivery guarantees have been suspended and delivery times may take longer than expected. In cases where prohibited goods are detected, the CBSA will take appropriate enforcement action. Track all your packages in Canada and abroad - just enter your tracking number and get real-time updates. Turns out it just cleared Canada customs 2 days ago. Fees for that service will be passed along to you. If you have tracking numbers, etc. Canada Post is authorized to charge the recipient a handling fee of $5 for mail items and $8 for express mail items for collecting duties and taxes assessed by the Canada … Check the Pandemic COVID-19 travel health notice.. What to do if your package has not been delivered, Learn what “Attempted delivery” status means. it should be pretty easy to locate. Duties and taxes apply to all international goods imported by mail that exceed the $20 exemption. We update. Once your package has cleared customs, it is handed over to Canada Post for delivery. For more information, consult cannabis (marijuana) legalization. Delays can occur due to the package itself, its documentation or the volume of packages in customs at the time. We present all incoming international parcels to the Canada Border Services Agency (CBSA) for customs review. If you still need more help, see the contact information for technical support, Postal Store orders, and more. Times for packages to clear customs vary. Depending on the nature of the item, this secondary inspection will either be conducted by the CBSA or by another government department or agency (Health Canada, CFIA, etc.) Delays can occur due to the package itself, its documentation or volumes at customs. For other countries, visit the Universal Postal Union. Most parcels/letters are released after initial inspection. Despite the fact that cannabis (marijuana) is legal and regulated in Canada, it remains illegal to transport cannabis in any form – including any oils containing THC or cannabidiol (CBD), across Canada’s national borders whether you are entering or leaving Canada. Courier companies and postal services use customs brokers to get packages processed through Canada Customs at the Canadian border. You can reach us on social media or by phone. Opening times: Monday to Friday: 8am to 6pm. We are unable to provide tracking information for the items we are processing. While the item may still be under inspection by the CBSA or another government department, there is a chance the package may have been released to Canada Post and is being processed. Find the best way to get help and connect with USPS ®. Delays can occur due to the package itself, its documentation or volumes at customs. If after secondary examination a good is found to be admissible and once the appropriate duties and taxes are applied, it will be released to Canada Post for delivery. Contact Your Courier Service Contact the courier service to ask about the status of your package if your tracking code didn’t work. Once your package has cleared customs, it is handed over to Canada Post for delivery. Normally, they should be able to help you with the customs clearing process, or even, just identifying the problem. I was about to refund her when by chance I checked the tracking before I did. 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