If your package is marked Returned to Sender (RTS), it means the shipment could not be delivered and is no longer moving toward the original delivery address.
A return-to-sender status does not necessarily mean the package will physically return to the merchant. Once an international package has been exported from the United States, it is often unlikely to make it back to the merchant’s facility.
Why was my package returned?
Common reasons include:
- Incorrect Address: The carrier may be unable to complete delivery if the address is missing information, incorrect, or unclear.
- Failed Delivery Attempts: The carrier may return the package after making one or more unsuccessful delivery attempts.
- Unpaid Duties and Taxes: If the package was sent with duties and taxes unpaid (DDU) and these weren't paid within a certain timeframe, the package might be returned.
- Package Refused: A package may be marked RTS if the recipient refuses it at the time of delivery
- Customs - clearance Issues: A package may be returned if customs cannot complete clearance because of missing information, unpaid charges, restricted goods, or required documents that were not provided before the deadline. The exact reason may appear on your Passport or local-carrier tracking page. However, detailed return information is not always available.
What should I do?
If your package is marked as 'returned to sender,' here are some steps you can take:
- Review your tracking information. Check for a delivery exception, customs request, payment notice, or explanation for the return.
- Verify your information. Confirm that the shipping address and contact information provided with your order were correct.
- Contact Passport Support if the reason is unclear. We may be able to provide additional tracking details, although the carrier does not always share a specific reason.
- Contact the merchant you ordered from. The merchant will determine which order-resolution options are available.
What happens to the package?
What happens next depends on how the package was shipped.
Delivered Duty Paid (DDP)
DDP packages are highly unlikely to be physically returned to the merchant.
Once marked RTS, the package is typically removed from Passport’s delivery network. Due to the cost and complexity of returning an individual international shipment, it may be sent to a carrier partner or an abandonment facility instead of being transported back to the merchant.
Delivered Duty Unpaid (DDU)
DDU packages have a greater chance of being returned through the destination country’s postal network.
However, the return happens outside Passport’s network and control. Return tracking may be limited or unavailable, and Passport may not be able to confirm whether or when the merchant will receive the package.
When a physical return occurs, it may take three to six months.
What resolution is available?
Any available resolution will depend on the individual policies of the merchant you purchased from. Contact the merchant’s support team directly, as they will be best equipped to advise you on any potential next steps.
Important to know
A return-to-sender scan does not guarantee that the merchant will receive the original package.
Passport can help explain the available tracking information, but any next steps related to your order will depend on the individual policies of the merchant you purchased from. Contact the merchant’s support team directly for further assistance.