Mail Tracking

Mail tracking and compensation

Mail tracking

  1. Items can be traced starting from 2 weeks and within 5 months after the day of posting.
  2. Online tracking information on the delivery status of mail sent overseas is available for selective destinations. Please log on to Mail Tracking web page for the list of destinations. For destinations not on the list, tracking information is only available up to departure from Hong Kong.
  3. If no delivery status is available on the web page, please obtain and submit the completed enquiry form (Pos 28B) through the following channels:
    • call the enquiry hotline of Track and Trace System at 2921 2560, or
    • complete and return an enquiry form (Pos 28B) or Pos 28B attached to leaflet Pos 815, which are obtainable from any post office.
  4. As tracking service is provided to the sender only, an up-to-date "Acceptance Report for iMailR Service" downloaded from iMailR Online Mailing Tool should be submitted with the enquiry form (Pos 28B) to allow identity verification.
  5. When the completed enquiry form and relevant supporting documents are received, the Mail Tracing Office will issue an acknowledgement letter to the enquirer and start investigation with the corresponding overseas postal administration.
  6. The Mail Tracing Office will follow up the case and keep enquirer updated on the investigation progress. Under normal circumstances, overseas postal administrations might take two month to follow any tracing enquiries. HKP will endeavor to follow up with overseas postal administrations for an early reply.
  7. Please note that written proof of delivery or advice of delivery will not be provided under this service.
  8. In case of dispute or receipt of anomalous enquires, Hongkong Post reserves the right to ask the sender to provide a written declaration of non-receipt of mail item from the recipient. Posting records provided on Hongkong Post website will serve as final certificate of posting.

Compensation

  1. For loss or damage* to the contents of items whilst in the course of postal transmission, Mail Tracing Office will notify the sender in writing and a reply slip will be issued at the same time.
  2. Sender should complete the reply slip together with relevant supporting documents (including"Hongkong Post Charge Slip Postage Prepaid in Money"(Pos 12) or "Hongkong Post Deposit Account Debit Advice"(Pos 12A), an up-to-date "Acceptance Report for iMailR Service" downloaded from HKP website., invoice that substantiates the claim of loss or damage*) and return to :
    • Mail Tracing Office
      • Address : 12/F., Kennedy Town Community Complex 12 Rock Hill Street, Kennedy Town Hong Kong
      •  Fax : 2868 4723
    • OR any Post Office
  3. When Mail Tracing Office receives the completed reply slip and relevant supporting documents, it will process the claim of compensation. The maximum compensation amount will be determined subject to the regulations of the Universal Postal Union. Compensation amount is according to the declared value on the Acceptance Report for iMailR Service or maximum HK$320 (whichever is the lowest) and also the charges and fees paid, with the exception of the registration charge. The claimant must provide relevant invoice to substantiate the value of the content. Upon receipt of all documents required, Mail Tracing Office will process the claim as soon as possible.
  4. Under normal circumstances, overseas postal administrations may take four months to finalize the compensation procedures, if any. HKP will endeavor to follow up with overseas postal administrations for an early reply.
  5. Please refer to Section 5.6 of Post Office Guide for details.

* Claim for damage will depend on situations, and if the overseas postal administration has damage compensation policy, as well as whether the damage compensation will be made to the sender or the addressee.