Reference · Last verified June 17, 2026
Canadian Carrier Refund Rules
Every major Canadian parcel carrier guarantees certain deliveries and refunds the shipping cost when it misses them — but each has a different filing deadline, measured from a different starting date. This page is the single reference for all four: UPS, FedEx, Canada Post, and Purolator.
Refund Deadlines at a Glance
| Carrier | Guarantee program | Filing window | Clock starts from | Billing dispute window |
|---|---|---|---|---|
| UPS | UPS Service Guarantee Terms & Conditions | 15 calendar days | the scheduled (guaranteed) delivery date | 180 days |
| FedEx | FedEx Money-Back Guarantee | 15 calendar days | the invoice date | 180 days |
| Canada Post | Canada Post On-Time Delivery Guarantee | 30 business days | the scheduled (guaranteed) delivery date | 90 days |
| Purolator | Purolator Delivery Service Guarantee | 45 calendar days | the date the carrier accepted the shipment | 90 days |
Late-delivery (guarantee) claims and general billing disputes have different windows. Rules verified against carrier terms as of June 17, 2026; guarantees can be suspended during peak seasons or disruptions. This page is maintained by ShipSherlock, whose audit engine enforces these same rules.
UPS Refund Rules
Most UPS express and ground services in Canada are time-definite: UPS commits to a delivery date (and often a time). If the package arrives even one minute late for a reason within UPS's control, the shipping charges are refundable under the UPS Service Guarantee — but only if you request it.
Filing window
15 calendar days
Measured from
the scheduled (guaranteed) delivery date
Billing disputes
180 days
Eligible services
UPS Express Early, UPS Express, UPS Express Saver, UPS Expedited, and UPS Standard (where a scheduled delivery date applies). Check your service guide — guarantee coverage can be suspended during peak periods or disruptions.
How to file
Submit a Guaranteed Service Refund (GSR) request through the UPS Billing Center or by phone, referencing the tracking number. The request must be received within the filing window.
Most common recoverable errors
- Late deliveries never claimed (the single largest recoverable category)
- Residential surcharges applied to commercial addresses
- Incorrect dimensional-weight recalculations
- Duplicate billing for the same tracking number
- Voided shipments that were still invoiced
FedEx Refund Rules
FedEx's Money-Back Guarantee covers most Express services (and select Ground commitments) in Canada. A delivery later than the published commitment time entitles the shipper to a refund or credit of transportation charges — again, only on request.
Filing window
15 calendar days
Measured from
the invoice date
Billing disputes
180 days
Eligible services
FedEx First Overnight, Priority Overnight, Standard Overnight, FedEx 2Day, FedEx Economy, and FedEx International Priority/Economy. FedEx has periodically suspended and reinstated the guarantee by service — verify current status in the FedEx service guide.
How to file
File via the FedEx Billing Online dispute tool or customer service, citing the invoice number and tracking number, within the filing window measured from the invoice date.
Most common recoverable errors
- Late deliveries within guarantee coverage never refunded
- Fuel surcharge miscalculations
- Zone errors (billed a farther zone than actual)
- Weight discrepancies between manifest and billed weight
- Address-correction fees on valid addresses
Canada Post Refund Rules
Canada Post's On-Time Delivery Guarantee applies only to specific services — not all parcels. If a guaranteed item arrives after the published delivery standard, the shipper can claim a refund of the shipping cost (typically as a service credit for commercial customers).
Filing window
30 business days
Measured from
the scheduled (guaranteed) delivery date
Billing disputes
90 days
Eligible services
Priority, Xpresspost, and Expedited Parcel (commercial contract customers). Regular Parcel does NOT carry an on-time guarantee. Guarantees are suspended during peak season and service disruptions.
How to file
Commercial customers file a service-guarantee claim through the Canada Post claims portal or their commercial support contact, within 30 business days of the guaranteed delivery date.
Most common recoverable errors
- Late Priority/Xpresspost deliveries never claimed
- Automation discounts not applied to qualifying manifests
- Fuel surcharge errors on contract rates
- Dimensional weight disputes on irregular parcels
Purolator Refund Rules
Purolator's Delivery Service Guarantee covers its Express family (and Ground commitments where a delivery standard is published). Late delivery entitles the shipper to a credit of transportation charges on request. Purolator's filing window is the most generous of the four carriers — 45 days — but it starts from shipment acceptance, not delivery.
Filing window
45 calendar days
Measured from
the date the carrier accepted the shipment
Billing disputes
90 days
Eligible services
Purolator Express (9AM / 10:30AM / Noon / End of Day) and Purolator Ground where a published delivery standard applies.
How to file
Submit a claim through Purolator's online claim form or billing support, referencing the PIN (tracking number), within 45 calendar days of Purolator's acceptance of the shipment.
Most common recoverable errors
- Late Express deliveries never credited
- Beyond-point surcharges misapplied inside standard service areas
- Manual weight/dim corrections favouring the carrier
Frequently Asked Questions
How long do I have to claim a UPS late-delivery refund in Canada?
15 calendar days from the scheduled delivery date. UPS calls this a Guaranteed Service Refund (GSR). Miss the window and the refund is forfeited, even if the shipment was clearly late.
What is the FedEx Money-Back Guarantee deadline?
15 calendar days from the invoice date. Note the clock starts at invoicing, not delivery — if you review invoices monthly, most late-delivery refunds have already expired by the time you look.
Does Canada Post refund late deliveries?
Yes, but only for services with the On-Time Delivery Guarantee: Priority, Xpresspost, and Expedited Parcel (commercial). Claims must be filed within 30 business days of the guaranteed delivery date. Regular Parcel has no guarantee.
How long is Purolator's refund filing window?
45 calendar days, measured from the date Purolator accepted the shipment — the longest window of Canada's major carriers, but it starts earlier than you might expect.
What percentage of shipping invoices contain billing errors?
Industry analyses consistently find billing errors on roughly 5-10% of carrier invoices — late deliveries eligible for refunds, duplicate charges, invalid surcharges, and incorrect dimensional weights. Most go unclaimed because the filing windows are short.
Can I automate carrier refund claims in Canada?
Yes. ShipSherlock connects to UPS, FedEx, Canada Post, and Purolator accounts, audits every invoice line automatically, and files claims inside each carrier's deadline. It is free unless money is recovered.
Deadlines This Short Deserve Automation
ShipSherlock watches every shipment against these exact rules and files claims before the window closes. Free unless we recover money.
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