Here's what to do if your package shows delivered in the tracking but you haven't received it yet.
Check your property and ask your neighbors.
Start by looking around your delivery location. Packages are sometimes left in unexpected spots for safety reasons. Check behind plants, under doormats, on side porches, or anywhere a driver might have placed it. Also ask your neighbors if they received it by mistake or picked it up for safekeeping.
We understand you have likely already done this, but it's the most common reason packages appear delivered but haven't been found yet.
Contact your local carrier.
If you can't find your package, you can reach out to the local carrier who made the final delivery. Here's how:
Find the local courier tracking page:
- Go to the Passport tracking page: https://passportglobal.com/track/
- Search your tracking ID
- Look for the "Your Local Delivery" section under your estimated delivery date
- Select the link to access your local carrier's tracking page
Get the carrier's contact information:
- Visit the last-mile carrier's website directly (for example, Australia Post, Canada Post, or EVRi)
- Use their contact page to reach out with your tracking number
- Let them know your package was marked delivered but you haven't received it
The carrier may be able to tell you more about where the package was left or if there were any delivery issues.
Contact the merchant after 2 business days
If it has been 2 or more business days since your package was marked as delivered and you still haven't found it (or the carrier can't help), contact the merchant from whom you made the purchase. They can help with the next steps, such as a reshipment, refund, or credit.
Important: We (Passport Global) are not able to request reshipments or process refunds on your behalf. Passport doesn't have access to the merchant's systems or tools. You can find the merchant's contact information on their website—that's usually the fastest way to get this resolved.
Need help?
If you run into any issues or have questions about this process, our support team is here to help. You can reach us by clicking the help button on the bottom right of the help center, your tracking page, or emailing us at help@passportglobal.com