Mail Delays
Postal Delivery Delays
Standard Processing Times
Standard process times refers to the time it takes for DocuPost to handover your mail to USPS.
After you submit a letter, it usually takes a short period for the document to be validated and prepared for mailing. The standard processing time is designed to quickly tender the mail to USPS, typically within two days, accounting for daily cut-off times, holidays, and weekends.
Occasionally, postal mailings may encounter delays or delivery issues beyond DocuPost's control. These delays can be due to various factors, including postal holidays, cut-off times, production time, and USPS scanning delays.
There can be edge cases where postmark dates exceed our estimates, for a number of reasons, including unpredictable delays between the time that a mailing is ready for pickup, when it actually gets picked up, and finally, when USPS actually first acknowledges it via a scan (effectively the postmark). These edge cases, while rare, mean that DocuPost is unable to guarantee post mark dates.
USPS Awaiting Item
If you choose the two available USPS certified Mail Service options that DocuPost offers, it is highly likely that will see showing tracking updates via your USPS tracking link, even if beyond the typical standard processing times, typically two days, accounting for daily cut-off times, holidays and weekends.
DocuPost Visibility Limitations
Once your mailpiece is handed off to USPS, we unfortunately have no greater visibility into the progress of the mailpiece than the information available in the dashboard. Sometimes, USPS does not scan the item until it reaches closer to its destination, but rest assured mailpieces are handed off promptly.
For users who have opted for Certified mail, specific delay information can be viewed on the USPS.com tracking webpage. You can get more details about the status of your mailing by calling 1-800-ASK-USPS and providing the USPS tracking number.
If you sent certified mail, and your mail is over 10 days late, please verify that it was one of the two First Class Certified options that DocuPost offers. If so, please contact support.
Postmark Limitations
We do not guarantee a postmark date for several reasons, including unpredictable delays between when a mailing is ready for pickup, when it gets picked up, and when USPS first acknowledges it via a scan. However, the delivery date provided on your dashboard and before mailing is an estimate and is generally quite accurate.
It's important to note that DocuPost is not notified when these changes are made, and there is no workaround provided by USPS for this process.
We are fully transparent in our communications about the constraints that we face so you know that we are doing all that is possible to get your mail on time by the deliver date estimate we presented you prior to shipping.
Delay Visibility by USPS Mail Service Option
Non-Certified
Non-certified mail on DocuPost is any Mail Service option that does not specifically state Certified within its name. This is limited to: USPS Standard and USPS First Class.
Mail Status Stages | Description | Cancellation Possible? |
|---|---|---|
Preparing | Passed validation, in queue. | If within window, there is a red cancel button on detail page. |
On the way | Traveling to postal carrier or recipient. Est. date shown on detail page high accuracy Est. date shown on detail page cannot be guaranteed | ❌ |
Delivered | Item was delivered or processed for delivery. Or, the estimated delivery date passed and it is presumed delivered. If not delivered, contact USPS for any further information, as DocuPost is not provided any further information by USPS. | ❌ |
Certified
Certified mail on DocuPost: USPS First Class Certified and USPS First Class Certified with Electronic Return Receipt.
Mail Status Stages | Description | Cancellation Possible? |
|---|---|---|
Preparing | Passed validation, in queue. | If within window, there is a red cancel button on detail page. |
On the way | Traveling to postal carrier or recipient. Est. date shown on detail page high accuracy Est. date shown on detail page cannot be guaranteed | ❌ |
See Tracking | View USPS tracking link on letter details page for all available data. | ❌ |
Delivered | Delivered | ❌ |
Delay Information
DocuPost is only able to provide the data that USPS provides to us. In other words: all the information that USPS provides to us is accessible via the DocuPost dashboard and letter details pages.
Mail Service Option | Available Information |
|---|---|
USPS | Once the Mail Status says "See / Tracking", check the USPS Tracking Number if delayed. |
USPS | Once the Mail Status says "See / Tracking", check the USPS Tracking Number if delayed. |
USPS | Once the Mail Status says "Processed for delivery", the mail has reached final destination sort facility. This is the final status that DocuPost can provide. If delayed contact USPS, DocuPost can only redirect your requests to USPS. |
USPS | Once the Mail Status says "Processed for delivery", the mail has reached final destination sort facility. This is the final status that DocuPost can provide. If delayed contact USPS, DocuPost can only redirect your requests to USPS. |
Post Mark Date Guarantees
DocuPost is unable to guarantee postmark date for a number of reasons, including unpredictable delays between the time that a mailing is ready for pickup, when it actually gets picked up, and finally, when USPS actually first acknowledges it via a scan (effectively the postmark).
However, the delivery date provided on your dashboard and before mailing is an estimate but is generally quite accurate.
Determine Selected Mail Service for Sent Mail
There are three sections on the left side of the letter details page. The first, at the top, is Recipient, with the name and address of the recipient. The second, in the middle, is Sender, with the name and address of the sender. Finally, at the bottom, there is Mail Information. This contains all information related to the letter (cost, pages, if color, if double-sided, mailed date, est. delivery, service level, extra service). Service level is important in terms of tracking as it defines the level of insight you may have into tracking.
If you did not choose a USPS First Class Certified Mail Service, as identified in the Mail Information section on the Letter Details page, you will not know when it is delivered and will only be able to a "Processed for delivery" status in DocuPost, meaning it reached the final destination sorting facility. We have no further data, so if there is a need for greater information, please reach out to USPS who will be able to provide all available information that we do not have access to.
If you elected for First Class Certified mail, you will be able to see a USPS tracking link. If you chose any other type of mail, there will be no USPS tracking link available.
The left side of the screen displays the recipient's and sender's information, including names and addresses. Below this, you will find details about the mail, such as cost, number of pages, color status, double-sided printing, mailing date, estimated delivery date, service level, and any extra services.
On the right side of the screen, there is a letter preview showing a visual representation of the letter content. You can also access a link to View mailing PDF for downloading the document.
In your Letter Details page, there is a Mail Information section. In the Mail Information section, there is a line that states "Service Level". If it states USPS First Class Certified or USPS First Class Certified with Electronic Return receipt, and it has been over 10 days since you sent your mail, please contact support.
If it's either of the First Class Certified Mail Service options, you can view further details via the USPS link on that specific mail's Letter Details page and contact them directly.
If it's neither of those options (i.e. USPS First Class (non-certified) or USPS Standard), and the letter's Mail Status is "Processed for delivery" and you expect it to be delivered, contact USPS directly at 1-800-ASK-USPS. USPS will always have the most up to date information with regard to delays and any other service disruptions, including losses.