Hello,

Thank you for reaching out to CaseMail Support.

We understand how important timely mail delivery is, especially when sending legal or time-sensitive documents, and sincerely apologize for any inconvenience caused by USPS delivery delays or missing tracking updates.

We would like to clarify how CaseMail works and what happens once your mailing has been submitted to USPS.

How CaseMail and USPS Work Together

CaseMail is an online mailing service designed to simplify the traditional Post Office mailing process. Instead of visiting a Post Office, printing documents, preparing envelopes, and purchasing postage yourself, CaseMail handles these steps on your behalf.

Once your mailing has been printed, prepared, and handed over to USPS, USPS becomes responsible for its transportation, processing, tracking, and final delivery.

CaseMail does not operate the USPS delivery network and cannot directly control delivery schedules, update USPS tracking records, or expedite mail already in transit.

Importantly, these same USPS delivery delays and tracking issues can occur even when you mail documents directly from a physical Post Office. They are not specific to CaseMail or online mailing services.

Why USPS Tracking May Not Update

USPS tracking information depends on scans performed throughout its delivery network.

Occasionally, mail may:

• Continue moving through the USPS network without intermediate tracking updates.
• Experience processing or transportation delays.
• Be delivered without a final delivery scan appearing in the tracking history.

If USPS has not provided a new tracking update, CaseMail generally does not have additional delivery information beyond what USPS makes available.

What You Can Do

Depending on the urgency of your mailing, we recommend the following:

1. Verify Delivery With the Recipient

Contact the recipient directly to confirm whether the mailing has already arrived, even if USPS tracking has not been updated.

2. Allow Additional Transit Time

If your mailing is still within a reasonable delivery window, allow additional time for USPS to process and deliver it. Tracking updates may appear later.

3. Contact USPS Directly

If your mailing has been delayed significantly, you may contact USPS at 1-800-ASK-USPS (1-800-275-8777) or visit their official Missing Mail assistance page:

https://www.usps.com/help/missing-mail.htm

USPS is responsible for investigating mail movement and delivery within its network.

4. Consider Resending Time-Sensitive Documents

If your mailing is particularly urgent and USPS has not provided meaningful updates for an extended period, you may consider submitting a replacement mailing through CaseMail.

Please note that resending creates a new mailing and does not cancel or stop the original mailing already in USPS possession.

CaseMail Delay Detector

To help customers identify potential delivery issues, CaseMail provides a Delay Detector feature.

This feature automatically identifies mailings that may be experiencing delays based on available USPS tracking information and notifies you so that you can take appropriate action.

You can review delayed mailings and available options directly from the Tracking section of your CaseMail account.

Please note that the Delay Detector is a monitoring and notification feature. It cannot control USPS delivery operations or guarantee that a delayed mailing will be delivered by a specific date.

Your Mailing Records and Certificates

This is one of the reasons many clients choose CaseMail: our Certificates of Mailing provide verifiable proof that your documents, stamped with a unique CaseMail ID, were mailed on a specific date.

This documentation is especially valuable when USPS experiences delivery delays, missing tracking updates, or unsuccessful deliveries.

Even when USPS fails to complete delivery, your Certificate of Mailing can help establish that you took the necessary steps to send your documents on the recorded mailing date.

For legal professionals and businesses handling time-sensitive correspondence, this provides an important record of their mailing activity, independent of whether USPS subsequently completes delivery.

Please note that a Certificate of Mailing provides evidence of mailing, not proof of delivery. Whether it satisfies a particular legal notice, filing, or service requirement depends on the applicable rules.

Our Commitment to You

While CaseMail cannot control USPS transportation or guarantee delivery timelines, our responsibility is to simplify the mailing process, ensure your documents are properly prepared and submitted for postal processing, and provide the available tracking information and mailing records.

We remain committed to helping you manage your mailings efficiently and maintaining reliable documentation of your mailing activity.

We appreciate your patience, understanding, and continued trust in CaseMail.

Best regards,
CaseMail Support Team