Canada Post Delivery Guarantee

[gifts_of_elegance]

I use Canada Post EMS Xpress Post over-seas.  Its very expensive and costs around $75 and up.  They guarantee delivery in 5 business days.

However, items are not getting there in 5 business days and they refuse to refund saying it was not their fault it was not delivered in time (held up in customs they say).

So what does the guarantee mean?

Anyone run into this problem before?  I am not very happy with the shoddy service and feel I am entitled to a refund as they did not deliver as guaranteed.

[dipmicro]

Ask Competition Bureau what they think about false advertising.

[2012beautystore]

I've never used Canada Post EMS Xpress Post over-seas, but I use Expedited parcel within Canada. It happens very often that they don't delivered on time. But, I always get refunded if it's not delivered in time.

https://www.canadapost.ca/cpo/mc/personal/productsservices/send/parcels.jsf

You should go to this link and download the Terms and Conditions of the Priority Worldwide money-back guarantee

for more detail about the guarantee.

[pjcdn2005]

It does seem pointless to guarantee delivery if they don't take customs into account. According to #3 below, the guarantee is void if there is a delay. I would ask what they consider to be a delay. (how long)

How long is it taking the items to clear through customs? If it is only a couple of days they shouldn't consider that a delay.

http://www.canadapost.ca/tools/pg/manual/PGxpresint-e.asp#1378833
7.1  On-time Delivery Guarantee

Xpresspost-International includes an On-time Delivery Guarantee (some conditions apply). Canada Post offers replacement service or credit equivalent to the shipment charges (transportation charges) if the Customer’s shipment is not delivered on time, as measured against the published delivery standards for Xpresspost-International and in accordance with the General Terms and Conditions. See General Terms and Conditions at canadapost.ca/generalterms for more information.

NOTE 1: It is highly recommended to include the addressee’s name and telephone number on the item.

2: On-time Delivery Guarantee does not apply to post office box addresses.

3: The On-time Delivery Guarantee is void on any shipments that are delayed by Customs or by any ot...

[avionsunantiques]

I use international xpresspost frequently - yes its expensive, and the only reason I use it is because its the only international method from Canada that offers online tracking and a signature on receipt (for some destinations) - as required by paypal/ebay.

If I remember correctly, the delivery guarantee only applies to certain countries - I've a feeling China for example, is excluded.   You are correct that they exclude the customs period from the delivery guarantee.  From the tracking info you can see when it was sent to customs, and when it was released.   You than therefore also extract the customs period from the delivery period.    In many places, take the UK for example, I believe customs duties are assigned, and the item is held until those duties are paid.   Sometimes it takes a long time for the recipient to pay the customs duties, and thus the item takes a long time before it is delivered.   On other occasions, the delivery date is not recorded in the tracking data, so it looks like the item has not been delivered.    In those cases, when I've filed a claim, canadapost has looked into the matter, and stated it was actually delivered, but the delivery date was not input into the tracking info.

As far as being unpleased with Canadapost, this is just one of many reasons.   The one reason I really dislike is that sending by xpresspost from Canada costs upto twice as much as sending back to Canada by the equivalent method from the destination Country.