Frequently asked questions
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- Why do I need to verify my ID?
- We verify the identity of every customer to protect your mail and prevent fraud, and your account is fully activated once your ID is approved. You'll submit your ID online, and our team manually reviews and approves it, usually within one business day.
- What counts as a "scan"?
- A scan is when we open a piece of mail, scan its full contents, and upload the images to your account. Each plan includes a number of scans per month; scans beyond that are billed per use. Just photographing the outside of an envelope or package (which happens automatically for every item) doesn't use a scan.
- How does forwarding work?
- Request a forward on any item and tell us where it should go. We'll send you a shipping quote based on the size, weight, and destination. Nothing is shipped and nothing is charged until you approve that quote.
- Can I combine multiple items into one forward?
- Yes. Use consolidation to bundle several pieces of mail or packages into a single outgoing shipment, which usually costs less than forwarding each item separately.
- What if I don't want an item?
- Request a secure shred (for documents, $1.99 per item) or a discard (for packaging and other items, free) and we'll dispose of it for you. No pickup or forwarding needed.
- Will I be notified when something happens?
- You can turn on email notifications for each type of event individually (new mail, a completed scan, a forwarding quote, a finished pickup, and more) so you only hear about what matters to you.
- Can I pick up my mail in person?
- Yes. Request a pickup online and stop by our Vancouver location at 329 Howe Street to collect it.
- What's the difference between a virtual mailbox and a PO box in Canada?
- A PO box is issued by Canada Post and only accepts Canada Post mail, and many couriers (FedEx, UPS, Amazon) and government forms won't accept one. A virtual mailbox gives you a real street address with your own mailbox number, so it can receive mail and packages from any carrier and works with most senders and couriers that need a street address. It is a mailing address, not a residential one, so it can't be used where the law requires your residential address.
- Can I use this address to register a business in BC?
- You can use it as your BC company's registered-office mailing address. It can't be used as a registered-office delivery address, records office or address for service of legal documents, and it isn't a residential address, so it can't be used where the law requires one. Section 4 of our Terms of Service has the details, and it's worth confirming the requirement for your registration with BC Registries or your accountant.
- How does mail forwarding work from a Canadian address?
- Request a forward on any item and give us the destination, anywhere in Canada or internationally. We calculate a shipping quote based on size, weight, and destination and send it to you first. Nothing ships and nothing is charged until you approve it.
- Can I use this address if I live outside Canada?
- Yes. Sign up and verify your identity online with two pieces of ID, one of which confirms your address. Companies also provide their registration documents. Many customers manage their mailbox entirely from abroad.
- Which couriers can deliver to my mailbox?
- We accept mail and parcels from any carrier, including Canada Post and courier deliveries that require a signature.
- Can someone else pick up my mail?
- Yes, if they're an authorized recipient on your account. Each plan includes 1–3 authorized recipients; more are $9.99/month each.
- When can I pick up my mail?
- Monday to Friday, 9 am – 5 pm at 329 Howe Street, closed on statutory holidays. Request a pickup online first.
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