This article walks you step by step through handling the problem, working with Canadian domestic carriers to claim compensation and how we can repack goods at our Mississauga warehouse.

Step 1: Photograph the damage and keep the damaged packaging

As soon as a buyer tells you, or you receive a wet box yourself, the first thing to do is take photos and video immediately.

• Clearly photograph the shipping label with the Canadian domestic carrier’s tracking number to prove this is the parcel in question.
• Photograph the whole box, including dented, soaked or torn corners.
• Photograph the goods inside in detail to show how much damage there is (for example, smudged labels, soggy product boxes or completely ruined goods).
• Never throw away the old carton or outer padding. Canada Post or insurers may ask you to keep the original packaging so their staff can inspect it or compare it if needed.

Step 2: How to file a Canada Post claim for compensation

For domestic shipping in Canada, Canada Post states that the sender is the only party who can open a claim, unless the recipient has a special arrangement.

Create an online claim

Go to Canada Post’s website and log in to the business or personal account you used to create the shipping label. Find “Support” and choose “Create a claim”. Fill in:

• The tracking number.
• A detailed description of the rain damage.
• The photo evidence from Step 1.
• The purchase invoice or documents proving the actual value of the goods in the box.

Deadlines and compensation

The deadline to file a claim is usually within 90 days of the shipping date shown in the tracking system. Canada Post will investigate and respond within about 5 to 15 business days. If the problem is found to have happened during last-mile delivery (for example, the driver left the parcel out in the rain with no cover without ringing the bell), they will pay compensation up to the basic coverage included with the service or any extra coverage you bought.

Note that our domestic shipping service within Canada starts at just $35 per parcel. Customers are always encouraged to consider optional insurance for high-value shipments, because the standard coverage of domestic carriers usually caps the maximum compensation per incident.

Step 3: Professional repacking at the Mississauga warehouse

If your parcel is goods imported from Vietnam to Canada, or stock stored in our warehouse that was affected in transit before being handed to the domestic carrier, we activate an urgent handling process at the Mississauga warehouse (2446 Cawthra Road, B1U8, Mississauga, Ontario, Canada L5A 3K6).

Inspect and sort the products

Warehouse staff open the wet box under camera surveillance. We separate products that stayed intact thanks to their own plastic wrapping from those that got wet and need drying or disposal as the owner requests.

Repack with proper materials

For shipments within Canada and to the US, our service includes basic packing in a new, sturdy carton. We:

• Replace the damp old carton completely so bacteria and odours don’t spread to the products.
• Add waterproof shrink wrap outside the carton or crate if heavy rain or snow is forecast.
• For heavy, oversized or palletised goods, reinforce the frame so they are completely safe when handed back to the last-mile carrier.

Once repacked, we apply a new shipping label and push the order back into the system so it reaches the buyer on time.

How to reduce the risk of water damage from the start

To avoid waiting passively for compensation from domestic carriers, take these packing precautions:

• Use sealed ziplock or plastic bags: Before putting goods in the carton, wrap them in a plastic bag sealed with tape. Even if the outer box gets wet, the product inside stays completely dry.
• Use desiccant: Put a few desiccant packs in the corners of the box to absorb moisture caused by temperature changes as parcels move between Canada’s climate zones.
• Choose a reliable service: Use an all-in-one service from a provider with a physical warehouse in Canada, so problems can be dealt with on the spot.

If you have a damaged order or need advice on safe, affordable domestic shipping in Canada, contact us on +1 888-998-5199 or email the details to info@soleiltransportation.com, and our Mississauga warehouse team will help you quickly.

Why do air shipments get damp and dented?

Many customers ask why a box that was sturdy when shipped arrives in Canada soft, damp at the corners and dented. There are two basic physical reasons:

• Condensation (“sweating”): At cruising altitude, the temperature in the cargo hold drops sharply. When the plane lands at a Canadian airport in the cold season, the sudden temperature difference between the inside and outside of a box containing naturally moist goods (such as rattan, dried food or heavy fabric) creates moisture that settles on the inside of the carton.
• Weaker cardboard: Damp cardboard loses up to 50% of its compression strength. During loading and moving at transit warehouses, boxes stacked on top of each other easily dent or tear at the corners.

What to do as soon as you receive a damp or dented parcel in Canada

When the driver brings the parcel to your home in Canada, if you notice the box is wet, soft, torn or dented, take these steps right away:

1. Inspect it and take photos

Don’t rush to open the box. Use your phone to photograph all six sides, focusing on wet, torn or dented areas. Make sure the tracking label is clearly visible as evidence.

2. Note the condition with the driver

If the driver asks you to sign, write a clear note about the outer condition next to your signature, such as “Damaged box” or “Wet carton”. This is very important legal evidence that the goods were damaged before you opened them.

3. Film yourself opening the parcel

Record continuously from the moment you cut the tape until you have taken out every item. Check whether the moisture from the box has soaked into the products and whether anything is deformed or no longer works.

How to request support and compensation

Once you have all the photos and the unboxing video, contact your carrier right away to report the problem. At Soleil Transportation, the process usually works like this:

• Response time: Report the problem within 24 to 48 hours of receiving the parcel. Reporting too long after signing makes it harder to determine the cause.
• Documents required: Your order (or booking) number, an uncut unboxing video, detailed photos of the affected products and an estimate of the actual loss.
• Insurance policy: Shipments from Vietnam to Canada (7–14 days on average) normally include basic packing in a carton. However, insurance against damage caused by natural events or weather is not usually included automatically. We can always help you buy extra cargo insurance when shipping high-value goods, so you are compensated for 100% of the declared value if they are dented or damaged in transit.

How to pack to prevent damp and dents

To minimise damage from weather and temperature changes during the flight, packing in Vietnam is decisive:

• Use waterproof plastic bags: Before putting items in the carton, wrap them in thick plastic bags or sealed zip bags. This keeps them completely separate from the box if it gets wet.
• Add desiccant: For moisture-sensitive items such as electronics, books and papers, and dried food, add a few desiccant packs inside the plastic bags.
• Reinforce the corners: Tape all seams and corners of the box to keep damp air out. For heavy or fragile parcels, plastic or wooden corner protectors are well worth adding.

If you are preparing gifts, personal items or business goods to ship from Vietnam to Canada, take care with the packing from the start. For any questions about packing rules or shipping rates (from just $16/kg by air, or from $8.50 CAD per parcel for small ePacket parcels), visit the Soleil Transportation office at 2446 Cawthra Road, B1U8, Mississauga, Ontario, Canada L5A 3K6. You can also call +1 888-998-5199 or email info@soleiltransportation.com and our staff will check your order status and help you prepare your customs documents quickly.

Why does Canadian winter weather delay your order?

In winter, provinces such as Ontario, Quebec and Alberta often get major snowstorms. Bad weather directly affects several stages of shipping:

• Airports close or limit flights: Cargo flights from Vietnam to Canada have to divert or land later than planned.
• Local transport stops: Heavy snow means door-to-door delivery trucks can’t drive safely.
• Transit warehouses get overloaded: When goods pile up after a storm, couriers need extra time to clear the backlog.

Normal air transit time from Vietnam to Canada is about 7–14 days. However, natural disasters or major snowstorms can add several business days to the actual delivery time.

What to check when your order to Canada is late

Step 1: Check your tracking number online

Every parcel sent to Canada gets its own tracking number. Go to the carrier’s online tracking system and enter your order or booking number to see the latest status. If it shows “Weather Delay” or “In transit / Arrived at facility”, you can be confident the parcel is safe and waiting for clearance or onward delivery.

Step 2: Contact customer support

If your tracking hasn’t updated for more than 5 business days, contact the carrier. Give them your order number, the recipient’s name and their phone number in Canada so the staff can check the internal system directly.

Step 3: Confirm conditions where the recipient lives

Sometimes a snowstorm only hits certain cities. Ask the recipient in Canada whether roads in their area are closed or travel is restricted. This helps you understand that the delay is caused by local weather.

How to file a claim and get compensation for a lost parcel

In the worst case, if your order is confirmed lost in transit, take these steps right away to claim compensation:

1. Prepare your claim documents

To claim compensation, provide:

• The shipping receipt or invoice showing the order number.
• A detailed list of the items in the box with their estimated values.
• Photos or original purchase invoices for those items (if available) to verify their value.
• Written or email confirmation from the carrier that the order has been lost.

2. Understand the compensation and insurance rules

Basic shipping services usually don’t include insurance for high-value goods. Senders are always encouraged to buy optional insurance when shipping important or expensive parcels. Compensation generally works like this:

• Uninsured goods: Compensation is based on the carrier’s maximum liability, calculated on the parcel’s weight or a fixed amount set out in the terms of service.
• Insured goods: Compensation is based on the declared value of the goods (up to the actual value on the purchase invoice) once the claim is approved.

3. Processing time

Once all valid documents are received, the legal and insurance team cross-checks with the warehouses in Vietnam and Canada. Processing and payment usually take from a few weeks to a month, depending on the case.

Tips to reduce risk when shipping to Canada in peak season

To keep weather and loss problems to a minimum in winter, keep these points in mind:

• Pack securely in a good-quality carton: Wet conditions from melting snow can soften and tear thin boxes. Use sturdy cartons, tape every edge and add an outer layer of plastic wrap.
• Write recipient details clearly: Write the name and address clearly and accurately in English, including the Canadian postal code. A small mistake in the postal code can send the parcel to the wrong warehouse and delay delivery.
• Ship earlier than you need to: For holiday gifts, send them 3–4 weeks in advance to allow for snowstorm delays or peak-season congestion.
• Consider ePacket for small parcels: For light gifts and personal items under 2 kg, choose ePacket to keep costs down (from $8.50 CAD per parcel) with close tracking.
• Declare the true value of your goods: An accurate declaration not only helps clearance but is also the most important legal basis for compensation if something goes wrong.

If you need to ship to Canada and want advice on safe packing, insurance or checking a shipment that is already on its way, contact our Canadian office on +1 888-998-5199 or email info@soleiltransportation.com for fast support.