CONTENTS SUMMARY: CONSUMER'S GUIDE TO POSTAL SERVICES AND PRODUCTS Getting mail to you Getting mail to us Choosing the right class of mail Sending your mail abroad Addressing and packaging your mail Using special mailing services Benefiting from other customer services Using our consumer services ---------- United States Postal Service Consumer's Guide to Postal Services and Products * GETTING MAIL TO YOU How the Postal Service gets your mail to you: + Central Point Delivery + City and Rural Delivery + Curbline Delivery + General Delivery + Mail Forwarding + Post Office Box and Caller Service * GETTING MAIL TO US How to get mail into the Postal Delivery System. * CHOOSING THE RIGHT CLASS OF MAIL What classes of mail are available: + Express Mail + Priority Mail + First-Class Mail + Second-Class Mail + Third-Class Mail + Fourth-Class Mail (Parcel Post) * SENDING YOUR MAIL ABROAD How to send mail to foreign countries and military bases: + Customs + INTELPOST + International Mail + Parcels and Publications sent to Military Bases + Recorded Delivery * ADDRESSING AND PACKAGING YOUR MAIL Regulations and helpful hints on preparing mail for delivery: + Abbreviations + Addressing Mail + ZIP Code + ZIP+4 + Minimum Size Standards + Nonstandard Size Mail + Packaging and Addressing Parcels * USING SPECIAL MAILING SERVICES Available special services: + Certificate of Mailing + Certified Mail + Collect on Delivery (COD) + Insurance + Merchandise Return Service + Registered Mail + Restricted Delivery + Return Receipt + Return Receipt for Merchandise + Special Delivery + Special Handling + Special Service Endorsements * BENEFITING FROM OTHER CUSTOMER SERVICES Other services available at your Post Office: + Cash Receipt + Easy Stamp Services + Mailgram + Money Orders + Passport Application + Personal Checks + Postage Meters + Stamp Collecting * USING OUR CONSUMER SERVICES How to deal with problems: + Claims + Complaints and Suggestions + Inquiries + Mail Fraud/Mail Order Problems + Pornographic and Undesirable Mail + Postal Answer Line + Refunds + Unsolicited Merchandise Address comments to: customer@email.usps.gov ----- GETTING MAIL TO YOU Our mission is to provide you with daily mail service. Our responsibility is to deliver this service as efficiently as possible. There are many ways in which an individual customer may receive mail. The type of delivery you receive depends on several factors, primarily physical location. Some of the common delivery methods are described below. CENTRAL POINT DELIVERY Central point service provides delivery to several addresses at one delivery point. Carriers can serve customers quickly and at less cost than if boxes were located separately. This, along with curbline delivery, is one of the two service options offered to new residential areas. Neighborhood delivery and collection box units (NDCBUs) are one example of central point service. These units are conveniently located and provide for the delivery and collection of mail. The delivery compartments are individually locked and large enough to accommodate magazines, merchandise samples, and several days' accumulation of mail. Outgoing mail may be deposited in a designated compartment. Parcel lockers, which are installed in many locations alongside NDCBUs, save the customer trips to the post office to pick up packages. With this service, customers enjoy greater mail security and convenience. CITY AND RURAL DELIVERY City and rural delivery services are provided from more than 30,000 delivery post offices across the nation. Generally, for rural delivery to be established, roads must be passable year-round; mailboxes must be on the right-hand side of the road on the carrier's line of travel; and extensions of delivery routes must serve at least one family for each additional mile of carrier travel. Areas to be served by city delivery must have paved or improved streets; street signs and house numbers displayed; and 50 percent of the building lots developed with residences or other structures. For more information, call or visit your local post office. CURBLINE DELIVERY Curbside service provides delivery to customer boxes located at curbs that can be safely and conveniently served by carriers from their vehicles. If there are unusual conditions that make it impractical or difficult to serve boxes at the curb such as excessive street parking/ customers may install boxes at the edge of the sidewalk closest to their homes where they can all be served by the carrier from the sidewalk. The local post office makes this determination after all other delivery options, including central point delivery, have been explored. GENERAL DELIVERY General delivery is used primarily at offices without carrier delivery or those serving transients and other customers who do not have a permanent mailing address. Mail endorsed "General Delivery" is placed in a general delivery case. It is delivered to the addressee upon request at a retail window and with proper identification. In offices with carrier delivery, customers with sufficient reasons may also receive their mail through general delivery. MAIL FORWARDING Before you move, complete Form 3575, Change of Address Order, at your local post office. Whenever possible, notify your post office at least one month before your move so that we can keep your cards and letters coming. Also, be sure to notify your correspondents. Be sure that the effective date of the change is on all notification forms. Your complete new address should include any directional (north, east, south, west); the correct suffix (ST,AVE, RD, etc.); apartment number, rural route number, box number; and correct ZIP Code or ZIP+4 code (if known). These are all essential to proper addressing. First-Class Mail, such as cards and letters, is forwarded for one year only. There is no charge for this service. Second-class mail, including magazines and newspapers, is forwarded at no charge for 60 days from the effective date of your change-of-address order. Publishers are required to subscribe to our address correction services. So, normally, your second-class publications will not need to be forwarded for longer than 60 days. This applies to permanent moves only. Publishers are not provided address correction information for temporary moves. So, if you file a temporary change of address, you will need to notify the publisher in advance of your move and again before you return. If you go away for less than 30 days you may want to use our hold mail service. Your local post office can provide additional information and guidance regarding temporary changes of address and holding mail. Forwarding of third- and fourth-class mail varies greatly depending on the level of service guaranteed by the sender. Contact your post office for additional information about forwarding these classes of mail. POST OFFICE BOX AND CALLER SERVICE Post office box service is available at most post offices for a small semiannual or annual fee. There are several post office box sizes from which to choose. The fee varies with the size of the post office box. Post office box delivery is a secure and private means of getting your mail any time the post office lobby is open. With post offices conveniently located near most businesses, you can get a jump on your day by receiving your mail at a post office box near where you work. Caller (pickup) service also is available for a fee. This service is for customers who receive a large volume of mail or who need a box number address when no boxes are available. Call your post office for more information . ----- GETTING MAIL TO US When you have a letter or package to mail, there are literally thousands of ways to get it to us. There are over 40,000 post offices around the country where you can deposit your mail. We have over 292,000 regular, and 26,000 Express Mail collection boxes. For a nominal fee we will make a special trip to you to pick up as many prepaid Express Mail and Priority Mail packages as you have to mail. Just call 1-800 -222-1811. If you live on a rural route, you can purchase stamps from your rural carrier to place on your letters. Place letters in your roadside box, raise the flag, and your carrier will pick them up. You can mail parcels, send registered or certified mail, insure your packages, or purchase almost any other postal product or service through your rural carrier. Contact your local post office for information on how to accomplish this, or talk to your rural carrier. If you receive curbline delivery service from a city letter carrier, you can place postage affixed mail in your mailbox, raise the flag, and it will be collected regardless of whether there is any mail to be delivered to you. In residential areas with door delivery, letter carriers, for efficiency, are not required to check the mailboxes for outgoing mail if there is no mail to be delivered. ----- CHOOSING THE RIGHT CLASS OF MAIL EXPRESS MAIL - Next Day Service Express Mail is our fastest service. It offers guaranteed delivery service 365 days a year. We also offer Express Mail International Service to over 200 territories and countries, and we are the only company to offer APO/FPO Express Mail shipments at domestic prices. To use Express Mail Next Day Service, take your shipment to any designated Express Mail post office, generally by 5 p.m.; deposit it in an Express Mail collection box; call for on demand pickup; or hand it to your letter carrier. Your local post office can give you specific Express Mail acceptance times for your area. Your mailing will be delivered to the addressee by noon the next day, if you are mailing between major markets, or no later than 3 p.m. the next day. Express Mail can also be picked up at the destination post office as early as 10 a.m. the next day. Destinations that can be reached by noon or 3 p.m. the next day from your city may be determined by using the Express Mail Next Day Service Network Directory. If you do not have a copy, ask your post office to check the destination for you, or call 1-800-222-1811 for specific Express Mail network information. Express Mail is convenient to use. There are more than 40,000 post offices and 26,000 Express Mail boxes in which you can deposit your shipments. Also, your letter carrier or rural route carrier can accept prepaid Express Mail when your mail is delivered. On-demand pickup service is available. Call 1-800-222-1811 to arrange a pickup. We even supply you with mailing containers (envelopes, boxes, and tubes) and the necessary mailing labels at no additional charge. Customers find our 2-pound flat rate envelope very convenient to use. Express Mail service comes with a money-back postage guarantee if the Postal Service does not meet its service commitment. To receive your refund, apply at any post office by presenting the original customer receipt. Also, by calling 1-800-222-1811 at any time, you can find out the delivery status of your shipment. Merchandise is automatically insured up to $500 against loss or damage. Compensation for loss of negotiable items such as currency or bullion is limited to $15. Document reconstruction insurance is avail able up to $50,000 for nonnegotiable documents. Payment can be considered for reasonable costs incurred to reconstruct an exact duplicate of a lost or damaged nonnegotiable document. However, except for per page copying cost, indemnity is not paid for documents if copies of lost documents are available, or if they could have been made before mailing. As with all claims, there are specific procedures to be followed, time limits, and qualifying conditions. Contact your local post office or your local Postal Service Consumer Affairs and Claims Office for more information . Other Express Mail services include Express Mail Custom Designed Service, Express Mail International Service, Express Mail Military Service, Express Mail Same Day Airport Service, and Express Mail Drop Shipment and Reshipment Services. You can pay for Express Mail with stamps, postage meter strips, or through an Express Mail Corporate Account. Also, in some cities, credit cards can be used. Call or visit your post office for details. PRIORITY MAIL Priority Mail is First-Class Mail weighing more than 11 ounces. When the speed of Express Mail is not needed, but preferential handling is desired, use Priority Mail. Priority Mail offers faster delivery at the least expensive rate in the industry. You also have the option of sending mail weighing less than 11 ounces as Priority Mail. The maximum weight for Priority Mail is 70 pounds, and the maximum size is 108 inches in length and girth combined. Priority Mail should be well identified. Your local post office will supply Priority Mail stickers, labels, envelopes, and boxes at no extra charge. You will find our 2-pound flat rate envelope convenient to use. A presort discount is available for large mailings. Priority Mail drop shipment service is also available. Priority Mail can be insured, registered, certified, or sent COD for an additional charge. Contact your local post office for additional information . FIRST-CLASS MAIL Use First-Class Mail for letters, postcards, postal cards, greeting cards, personal notes, and for sending checks and money orders. Use Priority Mail for First-Class items weighing more than 11 ounces. Additional services such as certificates of mailing, certified, registered, COD, and restricted delivery can be purchased at the option of the mailer for First Class Mail. Insurance can also be purchased. However, insured articles mailed at the First-Class rate must contain merchandise. All First-Class Mail receives prompt handling and transportation. If your First-Class Mail is not letter size, make sure to mark it "First-Class" or use a large green diamond bordered envelope. First Class Mail is generally delivered overnight to locally designated cities and within 2 days to locally designated states. Delivery by the third day can be expected for remaining outlying areas. SECOND-CLASS MAIL Only publishers and registered news agents approved for second-class mailing privileges may mail at the second class rates of postage. Other rates such as First-Class, single-piece third- or fourth class must be paid for magazines and newspapers mailed by the general public. Call or visit your post office for S additional information. THIRD-CLASS MAIL Third-class mail is used primarily by retailers, catalogers, and other advertisers to promote their products and services. Advertising by mail allows advertisers to reach existing customers or to target new customers by sending messages to specific neighborhoods or to certain demographic groups that are likely to be interested in their products. It also allows the advertisers to convey a significant amount of information about their products and to measure the results of their advertisements. Churches and other charitable organizations may take advantage of the attractive nonprofit rates for their large mailings. The minimum volume needed to take advantage of either the regular third-class rates or the nonprofit rates is 200 pieces per mailing. The pieces must weigh less than 16 ounces and be prepared in a manner that allows for efficient handling. Third class also includes single-piece rates that anyone may use to send individual parcels weighing less than 1 pound. If faster service is needed, use First-Class Mail, Priority Mail, or Express Mail. FOURTH-CLASS MAIL (PARCEL POST) Use this service for packages weighing 1 pound or more. If you enclose or attach First Class Mail, First Class postage must usually be paid for the enclosure or attachment. (Ask your postmaster about incidental First-Class attachments or enclosures that do not require separate payment of First-Class postage.) You can purchase insurance to cover the value of articles mailed at the fourth-class rate. (For details, see insurance .) Packages mailed within the continental United States may weigh up to 70 pounds and measure up to 108 inches in length and girth combined. Your post office also has information about lower local mailing rates and special mailing rates for books, catalogs, and international mailings. Our delivery goal for parcel post is 2-9 days, depending on distance. For faster delivery of parcels, use Priority Mail or Express Mail. ----- SENDING YOUR MAIL ABROAD CUSTOMS All mail originating in foreign countries and U.S. overseas territories, other than the Commonwealth of Puerto Rico, is subject to U.S. Customs Service examination upon entering the United States. Many imported goods are subject to the payment of U.S. Customs duty. When dutiable merchandise enters by mail, the amount due is determined by the Customs Service, but is collected by the Postal Service. When the duty is collected on behalf of the Customs Service, the Postal Service also collects a customs clearance and delivery fee on each dutiable item. This fee offsets the cost of collection and remittance. For Customs information. write to: UNITED STATES CUSTOMS SERVICE TREASURY DEPARTMENT 1301 CONSTITUTION AVENUE NW WASHINGTON DC 20229-0001 Customs forms are required when you send dutiable letter packages, small packets, printed matter, and parcels to international destinations. The specific customs form you will need is governed by the type of mail and the regulations of the destinating country. Individual countries may restrict or prohibit certain articles. Articles that are prohibited by the destinating country are nonmailable. Articles that are restricted are subject to the import requirements of that country. Specific information about restrictions and prohibitions for individual countries, and the forms required for mailing are listed in the International Mail Manual. This manual is available at your local post office. INTELPOST INTELPOST (International Electronic Post) is an international facsimile message service available between the United States and more than 40 foreign countries. A black and white image of the document (text and/or graphic) is printed and delivered in the destination country. Depending on your choice of delivery option, your facsimile message is delivered either the same day or the next day. Call your local post office for more information. INTERNATIONAL MAIL You can send airmail and surface mail to almost all foreign countries in a variety of ways: * EMS (Express Mail International Service)- high-priority or other urgently needed items, including merchandise, can be sent to more than 200 countries and territories around the world by Express Mail International Service. * Aerogrammes-air letter sheets that can be folded and sealed to form an envelope. * Letters/Postcards and Letter Packages-items of mail containing personal handwritten or typewritten communications. * Printed Matter-regular printed matter, books and sheet music, publishers' periodicals, catalogs, and directories. Small Packets-items of merchandise, commercial samples, or documents other than personal correspondence. Parcel Post-packages of merchandise or any other articles not required to be mailed at letter postage rates. Registry service, with a very limited level of indemnity protection, is available for letter mail, small packets, and all printed matter. (For details, see Registered Mail.) Insured parcel service is also available to many countries. All categories of international mail, except Express Mail , may be sent either airmail or surface mail. However, all letters and postcards originating in the United States and intended for delivery in either Canada or Mexico receive First-Class Mail treatment in the United States and airmail treatment in those two countries. Check with your local post office for specific information about the country to which you are mailing. Publication 51, International Postal Rates and Fees, is available at all post offices. This booklet contains general mailing information and current postal rates and fees for postal services from the United States to foreign countries. PARCELS AND PUBLICATIONS SENT TO MILITARY BASES Parcel Airlift (PAL) service and space available mail (SAM) are only for personal parcels and publications mailed to military personnel overseas at the third- and fourth class rates. Packages up to 30 pounds and 60 inches in combined length and girth may be sent by PAL. This mail is flown to a military mail dispatch center where it becomes space available mail for airlift overseas. You pay the regular parcel post rate to the military mail dispatch center, plus a small fee for the air service, depending on weight. Parcels of any class that weigh up to 15 pounds and are not more than 60 inches in combined length and girth marked "SAM" also are airlifted overseas on a space available basis to military post offices. However, this mail is transported by surface within the United States to a military mail dispatch center. There is no additional fee for space available mail. Express Mail Military Service is available for sending urgent letters, documents, and packages to overseas military APO/FPO addresses. We deliver to more than 300 military post offices. Postage for Express Mail Military Service is the same as for domestic Express Mail. RECORDED DELIVERY Recorded delivery service, like certified mail service, is intended for letters, documents, and items of little or no value. It is an appropriate service if you want to receive a record of mailing on international mail, and want to know that a record of delivery exists, in the event an inquiry is necessary. For an added fee, you can purchase a return receipt at the time of mailing. ----- ADDRESSING AND PACKAGING YOUR MAIL ABBREVIATIONS Abbreviations used in addressing can be confusing at times. When in doubt, check these lists. In addition to the official abbreviations for states, territories, and the District of Columbia, we have included the official abbreviations for street suffixes, directionals, and locators. STATES/TERRITORIES AL Alabama NE Nebraska AK Alaska NV Nevada AS American Samoa NH New Hampshire AZ Arizona NJ New Jersey AR Arkansas NM New Mexico CA California NY New York CO Colorado NC North Carolina CT Connecticut ND North Dakota DE Delaware MP No. Mariana Islands DC Dist. of Columbia OH Ohio FL Florida OK Oklahoma GA Georgia OR Oregon GU Guam PA Pennsylvania HI Hawaii PR Puerto Rico ID Idaho RI Rhode Island IL Illinois SC South Carolina IN Indiana SD South Dakota IA Iowa TN Tennessee KS Kansas TX Texas KY Kentucky TT Trust Territory LA Louisiana UT Utah ME Maine VT Vermont MD Maryland VI Virgin Islands U.S. MA Massachusetts VA Virginia MI Michigan WA Washington MN Minnesota WV West Virginia MS Mississippi WI Wisconsin MO Missouri WY Wyoming MT Montana ADDRESSES AVE Avenue PL Place BLVD Boulevard RD Road CT Court STA Station CTR Center ST Street CIR Circle TPKE Turnpike DR Drive VLY Valley EXPY Expressway HTS Heights APT Apartment HWY Highway RM Room IS Island STE Suite JCT Junction PLZ Plaza LK Lake LN Lane N North MTN Mountain E East PKY Parkway S South W West ADDRESSING MAIL We have thousands of dedicated employees working with the most advanced scanning and sorting machines. The better the input, the quicker and more efficiently these machines run. Following these simple guidelines when you address mail will help us a lot in getting your mail to the addressee. RETURN ADDRESS - BE SURE TO INCLUDE YOUR: * Name on the top line. * Street address, post office box number, or rural route number and box number on the next line. * City, state, and ZIP Code or ZIP+4 code. Also include "USA" if mail is going to a foreign country. DESTINATION ADDRESS - BE SURE TO INCLUDE YOUR: * Recipient's name (and/or company name if applicable). * Recipient's street address, post office box number, rural route number and box number, or highway contract route number. In addition, include the following in the address line: + Suffix: AVE (Avenue), ST (Street), DR (Drive), RD (Road), PL (Place), CIR (Circle), etc. + Directional: N (North), S (South), E (East), W (West), NE, NW, SE, or SW. + Locator: RM (Room), STE (Suite), APT (Apartment) number, etc. * Recipient's city, state, and ZIP Code or ZIP+4 code if known. For international mail, include the city or town, provincial or state name. The applicable foreign postal code, if known, should go on the same line as, and in front of, the city or town name. * The country name, in capital letters, should be on the last line of the address for international mail only. FORMAT * Capitalize everything, using plain block letters. No matter how legible your handwriting may be, machines have trouble reading script. * Omit all punctuation in the address, except the hyphen in the ZIP+4 code. * Use common abbreviations found in Publication 65, National Five-Digit ZIP Code and Post Office Directory, available in post office lobbies. * Use the two-letter state abbreviations listed above. * Use complete and correct ZIP Codes or ZIP+4 codes. Contact your local post office for ZIP Code information or check out our on-line lookup. DUAL ADDRESSING When a post office box number and a street address are used, make sure that the place where you want the mail delivered appears on the line immediately above the city, state, and ZIP Code line and that the ZIP Code or ZIP+4 code corresponds to that address. For example: (ZIP+4 corresponds to post office box) GRAND PRODUCTS INC 475 LENFANT PLZ SW PO BOX 320 WASHINGTON DC 20260-6320 Mail will be delivered to PO Box. (ZIP+4 corresponds to street address) GRAND PRODUCTS INC PO BOX 320 475 LENFANT PLZ SW RM 123 WASHINGTON DC 20260-0123 Mail will be delivered to street address. ZIP CODE The ZIP Code is extremely important in the processing and delivery of mail. While use of the ZIP Code is voluntary, we urge you to include it in your return address and the mailing address. If you need ZIP Code information, call your post office or check out our on-line lookup. ZIP+4 In 1983, the Postal Service began use of an expanded ZIP Code called ZIP+4. It is composed of the original five-digit code plus a four-digit add-on. Use of the four-digit add-on number is voluntary. However, this add-on number helps the Postal Service direct mail efficiently and accurately. Even if you prefer not to use your four-digit add-on number, use of the correct five-digit ZIP Code helps prevent delays. The four-digit add-on number identifies a geographic segment within the five-digit delivery area such as a city block, an office building, an individual high-volume receiver of mail, or any other unit that would aid efficient mail sorting and delivery. Using the ZIP+4 code reduces the number of handlings and significantly decreases the potential for human error and the possibility of misdelivery. It also will lead to better control over postal costs and, in turn, postage rate stability. ZIP+4 is intended for use primarily by business mailers who prepare their mail with typewritten, machine-printed, or computerized addressing formats that can be read by the Postal Service's automated scanners during processing. Mailers who qualify receive a rate discount on First-Class nonpresorted ZIP+4 mailings of at least 250 pieces and on presorted ZIP+4 mailings of at least 500 pieces. There are also ZIP+4 discounts for bulk business mail. For more information about ZIP+4 code requirements and incentives, contact your local postmaster or your nearest Postal Business Center. To find ZIP+4 codes, check out our on-line lookup. MINIMUM SIZE STANDARDS Pieces 1/4 inch or less thick are mailable provided they are: * Rectangular in shape. * At least 3 1/2 inches high. * At least 5 inches long (items sent to foreign countries must be at least 5 1/2 inches long). * At least .007 inch thick (about the thickness of a postal card). Mail not meeting these standards is returned to the sender. Mailpieces more than 1/4 inch thick are considered nonstandard size mail and are subject to a surcharge in addition to applicable postage. NONSTANDARD SIZE MAIL First-Class Mail, single-piece third-class mail, regular printed items, or international letters weighing 1 ounce or less are nonstandard if they exceed any of the following size limits: * Height exceeds 6 1/8 inches, or * Length exceeds 11 1/2 inches, or * Thickness exceeds 3/4 inch, or * Length divided by height is less than 1.3 or more than 2.5 inches. Nonstandard mail is more costly to handle because it usually cannot be mechanically processed. A surcharge, in addition to the applicable postage and fees, is applied to each piece of nonstandard size mail for two reasons: it compensates the Postal Service for the added cost of manually handling nonstandard mail, and it promotes the use of Standard (machinable) R7e mail. PACKAGING AND ADDRESSING PARCELS Proper packaging and addressing of parcels is the best way to prevent parcel damage and loss. Use a container strong enough to protect contents during handling, and cushion the contents to make sure that they do not move within the container. Place address information inside the container, preferably on the contents. Use pressure-sensitive filament or reinforced tape for closing and reinforcing the flaps and seams. Do not use wrapping paper or string. Be sure that the address is clearly printed on one side only. If the mailer endorses uninsured parcels "Carrier - leave if no response," the carrier will deliver the parcel, rather than leave a delivery notice. Using this endorsement can save the addressee a trip to the post office. Publication 2, Packaging for Mailing, and Publication 227, How to Prepare and Wrap Packages, contain more tips and are available from local post offices. Your local post office has packaging products for sale, including tape, envelopes, padded bags, corrugated boxes, mailing tubes, and cushioning material. ----- USING SPECIAL MAILING SERVICES CERTIFICATE OF MAILING A certificate of mailing proves that an item was mailed. It can only be purchased at the time of mailing. It does not provide insurance coverage for loss or damage or provide proof of delivery. Your post office can provide a certificate of mailing for a fee, but no record is kept at the post office. CERTIFIED MAIL Certified mail provides a mailing receipt, and a record of delivery is kept at the recipient's post office. A return receipt to provide the sender with proof of delivery can also be purchased for an additional fee. Certified mail service is available only for First-Class Mail or Priority Mail. Certified mail is not available for international mail. For valuables and irreplaceable items use insured or registered mail. No insurance coverage is provided. COLLECT ON DELIVERY (COD) COD service is used when the mailer wants to collect for merchandise and/or postage when it is delivered. COD service can be used for merchandise sent by First-Class Mail, Express Mail, Priority Mail, third-class mail, or fourth-class mail. The merchandise must have been ordered by the addressee. Fees charged for this service include insurance protection against loss or damage. COD items may also be sent as registered mail. The maximum amount that can be collected for a COD article is $600. Insurance coverage is also limited to $600. (For further details, see Insurance .) This service is not available for international mail. INSURANCE You can purchase insurance coverage up to $600 for third- and fourth class mail, as well as for third- and fourth-class matter mailed at the Priority Mail or First-Class Mail rate. Insurance coverage up to $25,000 can be purchased on our most secure service- registered mail. For articles insured for more than $50, a receipt of delivery is signed by the recipient and filed at the delivery post office. Do not insure your packages for more than their value. The amount of insurance coverage for loss will be the actual value, less depreciation. No payments are made for sentimental losses or for any expenses incurred as a result of the loss. (For information on Express Mail insurance, see Express Mail.) MERCHANDISE RETURN SERVICE Merchandise return service is available to mailers authorized by prior arrangement with us. This service enables the recipient to return a parcel and have the postage paid by the sender. Under this arrangement, the shipper provides a special label with instructions to attach it to the returning parcel. Apply this label to the parcel and deposit it at a post office or in a mailbox. Remember, unless the postage payment is provided by the shipper, you must pay the required postage charges. REGISTERED MAIL Registered mail is the most secure option offered by the Postal Service. It provides added protection for valuable and important mail. Registered articles are placed under tight security from the point of mailing to the delivery office. Insurance can be purchased on domestic registered mail up to $25,000 at the option of the mailer. Return receipt and restricted delivery services are available for additional fees. Registered mail to Canada is subject to a $1,000 indemnity limit. For all other foreign countries, the indemnity limit is currently $32.35. First Class or Priority Mail postage is required on domestic registered mail. RESTRICTED DELIVERY Restricted delivery means that the mail is delivered only to a specific addressee or to someone authorized in writing to receive mail for the addressee. Restricted delivery is available only for registered mail, certified mail, COD mail, and mail insured for more than $50. Restricted delivery mail addressed to officials of government agencies, members of the legislative and judicial branches of federal and state governments, members of the diplomatic corps, minors, and individuals under guardianship can be delivered to an agent without the addressee's written authorization. RETURN RECEIPT This is the sender's proof of delivery. A return receipt can be purchased for mail sent COD, Express Mail, insured for more than $50, or registered or certified. The return receipt shows who signed for the item and the date it was delivered. For additional fees, the sender can get the addressee's correct address of delivery or request restricted delivery service. RETURN RECEIPT FOR MERCHANDISE This form of return receipt service provides a mailing receipt, return receipt, and record of delivery. It is available for merchandise sent at the First Class, Priority Mail, third-class, and fourth-class postage rates. SPECIAL DELIVERY You can obtain special delivery service on all classes of mail except Express Mail and bulk third-class mail. This service provides for daily delivery even on Sundays and holidays, as well as delivery beyond normal delivery hours. Special delivery service is available to all customers served by city carriers and to other customers within a 1-mile radius of the delivery post office. The purchase of special delivery does not always mean the article will be delivered by special messenger. Special delivery may be delivered by your regular carrier if the mail is available before the carrier departs for morning deliveries. Call your post office about the availability of special delivery service. SPECIAL HANDLING Special handling service is required for parcels whose unusual contents require special care in transit and handling except those sent by First-Class Mail. Examples of such contents include live poultry or bees. Special handling is available for third- and fourth-class mail only, including insured and COD mail. This service provides preferential handling to the extent practical in dispatch and transportation, but does not provide special delivery. Special handling service is not necessary for sending ordinary parcels even when they contain fragile items. Breakable items will receive adequate protection if they are packed with sufficient cushioning and clearly marked "FRAGILE." Use insured or registered mail for valuable or irreplaceable items. SPECIAL SERVICE ENDORSEMENTS You should place all markings for special services above the delivery address and to the right of the return address on all articles. This requirement applies to endorsements for registered, insured, certified, COD, and return receipt for merchandise services, as well as endorsements for special delivery, restricted delivery, and return receipt requested. ----- BENEFITING FROM OTHER CUSTOMER SERVICES CASH RECEIPT If you need proof of payment of postage and other services, ask the postal clerk for a cash receipt. EASY STAMP SERVICES The Postal Service has made it more convenient than ever to buy stamps with EASY STAMP services. Whether you use one of our shop-at-home services or buy stamps where you work or shop, you have these options: At Retail Establishments: Look for the EASY STAMP logo at places where you shop. In cooperation with the Postal Service, many businesses offer stamps at post office prices. Ask the cashier at your local grocery or convenience store if that store is an EASY STAMP outlet. Stamps by Mail: You can buy stamps, postal cards, and stamped envelopes through the mail by completing Form 3227, Stamps by Mail, available at your post office or from your letter carrier. Just fill out the order form, enclose a check or money order, and return the envelope to the carrier or drop it in a collection box. There is no service charge and you should receive your order within 3-5 business days. Stamps by Phone: Stamps are as close as your telephone. Call our toll-free number 24 hours a day, 7 days a week, to place your order. VISA, MasterCard, or DISCOVER credit cards are accepted. Your stamps are delivered within 3-5 business days. Call: 1-800-STAMP-24 (1-800-782-6724). No minimum order is required, but there is a service charge based on the total price of the order. Stamps by Computer: By using the FIND command, PRODIGY R users can access the US STAMPS file to order their stamps on-line. This convenience was added to the EASY STAMP program in mid-1990 and has proved a popular option. Self-Service Vending Equipment: Vending equipment providing stamps and stamped products such as postcards and stamped envelopes is available at many locations throughout the country. The conveniently located equipment enables you to take advantage of basic postal services around the clock. Some locations include postal scales that provide rate information for mailing packages. Selected vending machines can accept currency up to $20 and vend a variety of products such as 100-stamp coils, Express Mail stamps, envelopes, stamp booklets, and even postal cards-all at face value. If you experience a loss due to an equipment malfunction, you will be reimbursed upon request to the local post office. MAILGRAMO Mailgram, an electronic message service offered by Western Union, provides next day Postal Service delivery for messages sent to any address in the United States. The messages are transmitted for delivery with the next business day's mail. Mailgram service is also available for Canadian addresses. You can send Mailgram messages by calling Western Union and dictating your message to the operator; or you can use your office Telex or TWX. For more information, call Western Union Telegraph Company. In Hawaii, call your local post office for information on how to send a message. In Alaska, call Alascom. Inc. for Mailgram service. MONEY ORDERS Do not send cash through the mail. Money orders are a safe way to send money. The special color blend, Benjamin Franklin watermark, metal security thread, and double imprinting of the dollar amount are incorporated security features. You can buy domestic and international money orders at all post offices in amounts up to $700. Military money orders can be purchased only on U.S. military ships and foreign bases. If your money order is lost or stolen, present your customer receipt for a replacement. For a small fee, you can obtain a copy of a paid money order up to 2 years after the date it is paid. PASSPORT APPLICATION You can apply for a passport at more than 1,200 postal facilities nationwide. Department of State regulations require that all applicants present two recent 2" x 2" photographs, valid identification, and a certified copy of their birth certificate, along with the appropriate fee, when applying for a new passport. The passport fee may be paid in cash, by check, or with a money order. For additional information, call the Department of State information line nearest you or call your local post office. PERSONAL CHECKS Except for the purchase of money orders, you may use personal checks at the post office to pay for postal services and products up to the amount of purchase. You must show one form of identification which bears a photograph. POSTAGE: Make your check payable to "U.S. Postal Service" or "Postmaster." POSTAGE METERS When a mailer uses a postage meter, the postage, place of mailing, and date are imprinted at the mailer's place of business. Many mailers, including those with a relatively small mail volume, have found that this convenience more than offsets the costs of maintaining an account and of leasing the machine. Call your post office for more information. STAMP COLLECTING Stamp collecting is a fascinating and enjoyable hobby that does not require any specific skills or expensive equipment. Almost any subject of interest is shown on stamps. A good place to begin your collection is your local post office, where recently issued stamps and postal stationery are on sale. You can also buy philatelic products, such as stamp collecting kits, the Postal Service Guide to U.S. Stamps and mint sets of commemorative and special stamps for recent years. For a free mail order catalog of philatelic products. write to: PHILATELIC FULFILLMENT SERVICE CENTER US POSTAL SERVICE PO BOX 449997 KANSAS CITY MO 64144-9997 MailgramO is a registered trademark of Western Union Corporation. ----- USING OUR CONSUMER SERVICES CLAIMS If your insured, registered, COD, or Express Mail article has been lost or damaged, you can file a claim for compensation. Claim forms can be picked up at your local post office. You must present the packaging, mailing container and the article(s) (if received) to the Postal Service for inspection when filing a claim for missing or damaged contents. When filing a claim, you will also need to provide certain documents such as your original mailing receipt and proof of value. Specific procedures that must be followed can be explained to you by your local post office. Also, you can get a copy of Publication 122, A Customer Guide to Postal Insurance and Filing Domestic Insurance Claims, from your post office. COMPLAINTS AND SUGGESTIONS When you have a problem with your mail service or would like to make a suggestion, you can complete a Consumer Service Card, available from letter carriers and at post offices. This helps your postmaster respond to your problem. You can also advise the postmaster of a problem by calling your local post office. You can also contact the Postal Service Consumer Affairs and Claims office in your area to help solve problems or obtain information your local postmaster may be unable to help you with. The telephone number for your local Consumer Affairs and Claims Office is listed in the phone book with other Postal Service telephone numbers. The Consumer Advocate represents consumers to the top management level in the Postal Service. If your problem cannot be solved by your local post office or Consumer Affairs and Claims Office, write the Consumer Advocate at: CONSUMER ADVOCATE US POSTAL SERVICE 475 LENFANT PLAZA SW RM 5821 WASHINGTON DC 20260-2200 INQUIRIES Domestic Mail You may inquire about domestic mail at any post office. Form 1000, Domestic Claim or Registered Mail Inquiry, is used to report lost or damaged mail that was insured, registered, or sent by Express Mail. Form 1510, Mail Loss/Rifling Report ,is used for ordinary and certified mail. Your local post office can help you decide when it is appropriate to file a report and assist you in completing these forms. International Mail You may inquire about international mail at any post office. The U.S. sender may inquire about any class of mail; in addition the U.S. addressee may inquire about ordinary, insured, or registered articles. If the inquiry results in the filing of an indemnity claim, only the U.S. sender may submit a claim. When inquiring about any type of international mail, except Express Mail International Service, you must complete Form 542, Inquiry About a Registered Article or an Insured Parcel or an Ordinary Parcel For Express Mail, contact the local Express Mail manager for assistance in completing Form 2861, Express Mail International Service Inquiry - Enquete. Each inquiry requires a small fee that is reimbursed if a claim is paid. If the article was sent by Express Mail or a paid-for return receipt was not received, the fee is waived. Money Orders Use Form 6401, Domestic Money Order Inquiry, for damaged, incorrectly prepared, or defective money orders and for making inquiries regarding payment; there is no waiting period. MAIL FRAUD/MAIL ORDER PROBLEMS You can save time and money by ordering merchandise and conducting business through the mail. However, if you are not aware of a company's reputation, check with the Better Business Bureau, Chamber of Commerce, or state or local consumer protection office before placing an order. If you later experience difficulty with the company or suspect that you have been the victim of fraud, contact your local postmaster, Consumer Affairs and Claims Office, or postal inspector, or write to one of the following: CHIEF POSTAL INSPECTOR US POSTAL SERVICE 475 LENFANT PLAZA SW RM 3021 WASHINGTON DC 20260 2100 or CONSUMER ADVOCATE US POSTAL SERVICE 475 LENFANT PLAZA SW RM 5821 WASHINGTON DC 20260-2200 Information pamphlets on mail fraud are available at your local post office. The Postal Inspection Service is the law enforcement and investigative arm of the Postal Service. You can report postal crimes such as mail theft, drugs in the mail, or mail fraud to the local postmaster or nearest office of the postal inspector. You can also use the Postal Crime Hotline 1-800-654-8896 to report these or other postal crimes directly to the inspection Service. PORNOGRAPHIC AND UNDESIRABLE MAIL Certain unsolicited or undesirable mail is prohibited from the maiIstream. This includes obscene materials, violence-inciting materials, and some types of mail relating to lotteries. You can place your name, and those of your minor children, on a list of Persons who do not want to receive unsolicited sexually-oriented advertisements through the mail. Just ask for Form 2201, Application for Listing Pursuant to 39 USC 3010, at your local post office. Thirty days after your name has been added to the Postal Service reference list, any mailer who sends you sexually oriented advertisements may be subject to civil and criminal sanctions. Your name will remain on the list for 5 years unless you ask to have it removed. At the end of 5 years,you must file again to have it reinstated. You may also seek an order prohibiting specific mailers from sending you or your minor children any further such erotic advertisements by completing Form 2150, Notice for Prohibitory Order Against Sender of Pandering Advertisement in the Mails, at your Post office. POSTAL ANSWER LINE Postal Answer Line (PAL) is the Postal Service's automated telephone information service. With a touch-tone telephone, answers to your questions are only a call away. You can use it at your convenience because it is available 24 hours a day. By selecting and listening to prerecorded messages, you can obtain the latest information on many of our postal products and services. PAL can even help you calculate postage costs for commonly used mail services if you know the weight of the item you want to mail. PAL is currently available in 80 cities, with plans to expand its availability and upgrade its features. Publication 349, Postal Answer Line Directory, lists the PAL telephone number for each of the cities currently offering this service. Message code numbers and step-by-step instructions for accessing specific information are also provided. REFUNDS Express Mail The Postal Service issues a 100 percent refund to the mailer if the article was not delivered, delivery was not attempted, or the article did not arrive at the pickup point for delivery to a post office box by the day and time noted on the mailing label. Complete Form 3533, Application and Voucher for Refund of Postage and Fees, at your local post office. Contact the local Express Mail manager for more details. Stamps and Postal Stationery Stamps damaged by moisture, humidity, or other causes while in your possession may be exchanged at full value. Unserviceable postal stationery and unused precanceled stamps can also be exchanged or refunded. UNSOLICITED MERCHANDISE Federal law prohibits the shipment of unordered merchandise. Such a practice may constitute an unfair trade practice. Merchandise mailed in violation of the federal code may be treated as a gift by the recipient without any obligation to the sender. The laws governing this practice are enforced by the Federal Trade Commission. If you believe you have received unordered merchandise in violation of federal law, contact the Commission's Bureau of Consumer Protection at: BUREAU OF CONSUMER PROTECTION FEDERAL TRADE COMMISSION WASHINGTON DC 20580-0001