We’re here to help. No need to worry about your shipment. All shipments are Passport Guaranteed!
What is The Passport Guarantee?
You deserve peace of mind. Passport buys insurance for every single shipment; if your package is undelivered, we'll give you no-hassle refund. Guaranteed. Wish a retailer used Passport? Please fill out this form and we'll reach out to them!
Also If you have any other troubles you can email to: HELP@SHIPWITHPASSPORT.COM
globe
Tracking my Package
When will my order arrive?
You can track your order here, using:
  1. The tracking # that you received in your shipping confirmation email
  2. The email address you used when placing the order (you’ll need to create a Passport account)
Timelines can be affected by a few things
  • If you placed your order when the retailer’s business was closed (after 5pm or maybe on a weekend) it might take them a day or two to process. The best source of this information is the retailer who you bought from!
  • Once processed, your package needs to go to the airport. The U.S. is annoyingly large, so this can take a day or two. Luckily, we use trucks (not bicycles) to speed this up. But that can add a couple days.
  • National holidays in the United States or in your home country can slow down package delivery. Vacation is great! But it comes at a cost :)
  • Customs! Sometimes security and taxes get in the way of speed, unfortunately
  • If Godzilla attacks, we might have a small delay
  • If two Godzillas attack we might have a slightly longer delay
In summary (!) timelines are a bit different for every retailer, so please check your retailer’s website for specifics on how long your item will take before it ships.
How long will it take to receive my package?
Orders typically ship out 1-3 business days after you place your order. This time to shipment may vary by retailer and you should check their site for specific timeframes. Once it’s shipped, your package should then arrive 7-12 business days in transit to arrive at your door. More remote countries or countries that typically have a longer customs clearance may take additional delivery time. Additionally, if you purchased expedited shipping, your package will arrive faster, but we cannot guarantee delivery times internationally.
Where is my tracking number?
Four places to find it!
  1. Confirmation email: Your retailer will notify you within 1-3 days after your order that your package is shipping. That email will have your unique tracking number
  2. Junk or spam email: If you didn’t get an email, please check your junk/spam folder just in case it’s there
  3. Search here to see if you can get it with the email address address you ordered from, or even the destination address where the package is being sent!
  4. We can help! If you still can’t find it, please email us (help@shipwithpassport.com) and we’ll try to find it
My package is late! What should I do?
We are sorry that your package did not arrive as expected! Please do the following:
  • Check the shipment status here to see if there’s useful info
  • If it’s more than 1 business day late, please contact us and we’ll help figure out (1) where it is (2) when it should arrive.
My tracking information shows that a package was left at my address, but I can't find it. What should I do?
If you are not home at the time of delivery to receive your package, the driver may have tried leaving the package out of plain sight for safety. Please (1) check all exterior doors (2) anyplace where the package could be placed (e.g. behind a plant) (3) ask your neighbors if they maybe picked it up (4) ask the carrier, tomorrow, where they left it. If you are still unable to find the package, contact us and we’ll help figure out what happened!
recieving package
Receiving my package
Does Passport offer protection against lost packages?

Why, yes we do! International shipments have a looooooong way to travel and every once in a great while they get lost. That shouldn’t be your problem, we’re the shipping carrier, after all.

Passport guarantees 100% of the packages shipped through our service. It’s part of what we do for our customers to give you peace of mind on your order and not have to sweat the details.

If your shipment has not arrived within 10 days of the expected arrival date, please let us know so that we can help track it down, refund your order, or send you a new shipment. In these cases, we’ll just ask you a few questions about the shipment and have you sign an affidavit verifying that the package did not arrive.

What should I do if my package is delayed or late?

We do our very best to estimate shipping accurately so that you know down to the day your order is planned to arrive. Occasionally, there may be delays in the shipment due to customs delays or weather events. When these circumstances occur, we’ll be sure to update your shipping status on Passport’s tracking page so you are aware.

What should I do if my package was delivered, but it is damaged?

We are sorry to hear that your package arrived damaged! We want to make sure that you are happy with the shape that your items arrived in. If your damaged package also damaged the items you ordered, please contact Passport’s support team who will help resolve your issue.

When you contact us, we may ask you a few questions about the damaged package and have you sign an affidavit verifying that the package was damaged. We’ll ask you to provide photos of the damaged package to help us troubleshoot the occurrence and give feedback to the delivery carrier.

What do I do if I want to change or cancel my order?

If your item has not yet shipped out from the retailer, we are happy to help facilitate the change or the cancellation or feel free to contact them directly.

If your item has already been picked up and is en route, please contact Passport’s support team. We will make every effort to redirect it. However, we won’t be able to guarantee that we’ll always be able to do so.

How do I set up a return or exchange?

Returns and exchanges of your purchase are determined by the retailer you purchased the items from. Please check their return and exchange policies and processes on their website!

box
Shipping with Passport
Who is Passport?

We are on a mission to build the most beloved international shipping company. We work directly with retailers to provide the best solution to get you, their customer, a package. Passport has a number of trusted shipping partners around the world that ensure your packages arrive safely.

Customers trust us because

  1. You receive insurance for every package with our Passport Guarantee
  2. You get information about where your package is at all times
  3. The Passport team is here to answer all of your questions

Your experience doesn't end with your shipment! Please contact us here with any questions. And of course, please let us know how you think we can do better!

What is the Passport Guarantee?

Every package shipped with Passport is guaranteed to arrive. If your package is damaged or undelivered, we’ll give you no-hassle refund. Guaranteed.

If your shipment has not arrived, please let us know so that we can help track it down, refund your order, or send you a new shipment. In these cases, we’ll just ask you a few questions about the shipment and have you sign an affidavit verifying that the package did not arrive.

Which countries does Passport ship to?

We ship to over 200 countries! Some retailers only ship to a few countries, though, so please check their website for specifics on which countries they serve.

What does it cost to ship to my country?

Shipping fees will vary depending on the contents of your order and the destination. Check the retailer’s website that you are looking to order from to get details for your international location.

Will I be charged additional customs fees or import taxes?

Nope! All of this is included in your shipping fees.

Does Passport ship within the U.S.?

At this time we are focused only on international shipments. We’ll let our customers know once we do domestic as well!

Is Passport available with every retailer?

We’d love to be working with every retailer! Let us know which brands you would love for us to partner with. Please fill out this form and we’ll reach out to them!

Still have other questions?
I haven't found answer I was looking for. Any help?
For additional information about Passport please use the contact form or email help@shipwithpassport.com.
You guys sound great – do you have any jobs?
Well, thank you very much! Email us at help@shipwithpassport.com, include your LinkedIn profile, and a few lines about what you're excited about building next. We hope that the feelings are mutual!