DMM Revision: Hold Mail Service

Effective January 26, 2020, the Postal Service™ will revise Mailing Standards of the United States Postal Service, Domestic Mail Manual (DMM®), Chapter 508, to add a new section about USPS Hold Mail™ service. New section 508.11.0, “Hold Mail Service,” will be the primary source for consistent standards on USPS Hold Mail service. The information included in new section 508.11.0 codifies current USPS Hold Mail procedures.

Although the Postal Service will not publish these revisions in the DMM until January 26, 2020, the standards are effective immediately.

Mailing Standards of the United States Postal Service, Domestic Mail Manual (DMM)

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500 Additional Mailing Services

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508 Recipient Services

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[Add new section 11.0 to read as follows:]

11.0 Hold Mail Service

11.1 General

11.1.1 Description

USPS Hold Mail service provides customers, or an authorized agent (11.1.2), the option to have all mail for an eligible address held at the Post Office for a period of not less than 3 days and not more than 30 days. There is no fee for this optional service.

11.1.2 Authorized Agent

An authorized agent is someone authorized by the customer to act on the individual’s behalf. An authorized agent may schedule, change, or cancel, a USPS Hold Mail service request for a particular address as long as the customer can provide the agent with all the information required to complete the request.

11.2 Requesting Hold Mail Service

11.2.1 Online Request

Customers may apply for Hold Mail service online at usps.com. Customers are required to sign in or create a USPS.com account to verify their identity. Online Hold Mail service requests submitted before 2:00 a.m. (Central Time) may begin on the same business day. Online Hold Mail requests submitted after 2:00 a.m. (Central Time) may begin on the next scheduled delivery day.

11.2.2 PS Form 8076 Request

Customers may apply for Hold Mail service by completing PS Form 8076, Authorization to Hold Mail, and submitting the form in person to the local Post Office, providing the form to a mail carrier, or by mailing the form. Hold Mail service requests must be accepted by closing time of the Post Office location for the request to be completed by the next scheduled delivery day.

11.2.3 Customer Care Center Request

Customers may apply for Hold Mail service by contacting the Postal Service Customer Care Center at 1-800-ASK-USPS (1-800-275-8777). Hold Mail service requests made by contacting the Customer Care Center must be accepted by the closing time of the Customer Care Center for the request to be completed by the next scheduled delivery day.

11.2.4 Confirmation Number

A confirmation number will be provided only to customers who successfully establish a Hold Mail service request through usps.com or the Customer Care Center.

11.3 Change or Cancel a Request

11.3.1 Change or Cancel a Request Submitted Online

To change or cancel a Hold Mail service request submitted online, customers must go online at usps.com and provide a Hold Mail confirmation number. If a customer cannot provide a Hold Mail confirmation number, that individual must visit the local Post Office and present a form of identification that is acceptable under 608.10.

11.3.2 Change or Cancel a Request Submitted via PS Form 8076

To change or cancel a Hold Mail service request submitted via PS Form 8076, customers must visit their local Post Office and present a form of identification that is acceptable under 608.10.

11.3.3 Change or Cancel a Request Submitted to the Customer Care Center

To change or cancel a Hold Mail service request submitted by contacting the Customer Care Center, customers must contact the Customer Care Center and provide the Hold Mail confirmation number. Without a confirmation number, a Customer Care Center agent can only extend the Hold Mail service request. To change (other than extend) or cancel the Hold Mail service request when the Hold Mail confirmation number is not available, customers must visit their local Post Office location and present a form of identification that is acceptable under 608.10.

11.4 Mail Pick Up or Delivery

Customers have the option to pick up their accumulated mail at their local Post Office location, or have a letter-carrier deliver the accumulated mail on the ending date specified in the Hold Mail service request under the following conditions:

a. When customers request to pick up their mail, they must present a form of identification that is acceptable under 608.10. Regular mail delivery will resume the next scheduled delivery day after pick up of the accumulated mail.

b. When customers request to have a letter carrier deliver the accumulated mail, only the mail that will fit in the customer’s mail receptacle will be delivered. If the accumulated mail exceeds the mailbox size, a PS Form 3849, We ReDeliver for You!, will be left with instructions on pick up or redelivery of the accumulated mail.

c. Customers must pick up the accumulated mail under items a. and b. within 10 days of the end date of a Hold Mail service request. If the accumulated mail is not picked up within the 10-day period, it will be returned to the sender or securely destructed.

11.5 Hold Mail Service Requested with Active Change-of-Address Order

When Hold Mail service is requested with an active change-of-address (COA) order, it is handled as follows:

a. If the Hold Mail service request is for the customer’s new address, and the customer is residing at a new address, the customer may submit a Hold Mail service request for the new address.

b. If the Hold Mail service request is for the customer’s former address and the customer is still residing at the former address, the COA order must be canceled before the customer can submit a Hold Mail service request for the former address.

c. If the Hold Mail service request is for the customer’s former address and the customer is residing at a new address or a different address, the customer cannot submit a Hold Mail service request for an address where the individual does not reside.

11.6 Change-of-Address Order Requested with Active Hold Mail Service

When a COA order is requested with an active Hold Mail service request, the Hold Mail service request is cancelled and all held mail is forwarded as specified in the COA order.

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The Postal Service will incorporate these revisions into the next edition of the online DMM, which is available via Postal Explorer® at pe.usps.com.


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