Frequently asked questions

Can't find what you're looking for? Contact us.

Why do I need to verify my ID?

As a Commercial Mail Receiving Agency (CMRA), we're required to verify the identity of anyone receiving mail at our address before their account is fully activated — the same process used industry-wide, similar to a USPS Form 1583. 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) or a discard (for packaging and other items) 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.

Is this a PO box?

No. You get a real street address and a private mailbox number, which many carriers and institutions require in place of a PO box.