Why was my order cancelled?

We know a canceled order is frustrating, especially when you were counting on that letter going out. Our goal at Online-Post.ca is to keep the platform safe, reliable, and secure for everyone. To do that, every order goes through a review before it ships. If an order doesn't meet our criteria, we cancel it and refund you automatically to your original payment method.

Why we don't share the specific reason

To protect the privacy and security of our platform and all our users, we don't disclose the exact reason behind an individual cancellation. This is a strict policy that keeps our review process fair and effective. We can, however, share the general reasons an order might be canceled. Every order is reviewed case by case against our policies and those of our postal partners, so the list below isn't exhaustive.

Common reasons an order may be canceled

The content of your document

We review documents to make sure they follow our Terms of Service. An order may be canceled if the document contains:

• Threats, harassment, or hate speech
• Scams, fraud, or deceptive content
• Content tied to illegal activities
• A file that's corrupted, password-protected, or can't be printed correctly

Payment verification

To protect against fraud, every payment goes through verification. We may cancel an order if our system or payment processor flags a transaction as high-risk. This can happen when billing details don't match or a security filter is triggered.

Sender information

For legal and operational reasons, we need valid, verifiable sender details. We may cancel an order if the sender information is missing, incomplete, or appears falsified. We don't allow anonymous mail through our platform.

Postal service restrictions

We rely on national postal providers to deliver your mail, and they set their own rules. An order will be canceled if the provider can't or won't accept it. This can happen when:

• The recipient address is invalid or undeliverable
• The address can't receive the mail class you chose (for example, some P.O. boxes)
• The recipient's location has restrictions (for example, correctional facilities or certain government agencies)

What to do if your order was canceled

Nothing. Your full refund is processed automatically, and will be issued on the payment method you used when placing your order. It can take 5 to 10 business days to appear on your statement, depending on your bank.

Thanks for helping us keep Online-Post.ca safe and secure for everyone.