Where is my package?

Check your tracking page. You'll see your package's current location and status updates showing where it is in the shipping process. Your estimated delivery date is in the upper left corner of your tracking page.

If you don't have your tracking ID yet, check the email from the merchant you ordered from. They'll send it once your order ships.

Understanding the tracking page

Your tracking page shows you exactly where your package is and where it's been. Here's what our major status means:

Departed Merchant Facility

• "Shipment details sent to Passport" or "Passport does not have the package yet." The merchant printed your shipping label, but hasn't sent your package to us yet. Merchants typically ship items to Passport within 5 business days of creating the label.

Preparing for international Export

• "Received at origin center" Your package arrived at our processing facility! We're now sorting it and preparing it for export.
• "Departed origin facility" or "Exported" Your package left our processing center and is heading to the airport or consolidator to begin its international journey.

Customs clearance/Arrival in destination Country

• "Arrived in destination country" Your package has reached your country's import hub and will move to customs next.
• "At customs" or "Pending customs review" Your package is being reviewed by customs. This is a normal step for all international shipments.
• "Cleared customs" Your package passed through customs and is ready for local delivery.

Delivery with in-country Partner Carrier

• "Handed to local carrier" or "Arrived at local facility" Your local delivery partner (like Canada Post, Australia Post, or EVRi) now has your package and will schedule final delivery. Click the tracking number under "Your local delivery" on your tracking page to see detailed updates from your local carrier.
• "Out for delivery" Your package is on a delivery vehicle today and should arrive within the stated delivery window.

• "Delivered" Your package was delivered! You'll see the time and sometimes proof of delivery details.

   

Common exceptions you might see

"Delivery attempt made" The carrier tried to deliver but couldn't complete it. Check the tracking details for next steps—you may need to pick it up or reschedule.

"Address issue" or "Awaiting recipient action" The carrier needs corrected address information or delivery instructions from you. Check your email or contact the local carrier directly.

"Duties or fees due" Your delivery is paused until duties or taxes are paid. If you didn't pay these when you placed your order, you'll likely owe them now. The customs office or local carrier will contact you by email to arrange payment. Check your email or contact your local carrier—you can find their contact info in the "Your local delivery" section of your tracking page. Passport cannot accept or process these payments.

"Delay in transit" or "Weather delay" or "Operational delay" An unexpected issue has paused movement temporarily. Your package will continue once the issue is resolved.

"Return to sender initiated" Your package is heading back to the merchant after failed delivery attempts or by request.

When tracking seems stuck

If your package hasn't had new tracking updates in several days, here's what's likely happening:

Customs is taking longer than expected

Customs delays happen for several reasons:

• Duties and taxes need to be paid. If you didn't pay these at checkout, you'll likely owe them before delivery. The customs office or local carrier will contact you by email. Check your email or contact your local carrier directly. You can find their info in the "Your local delivery" section of your tracking page.
• Customs needs additional information like a tax ID or phone number for clearance
• Random inspections can add extra processing time
• Peak seasons, holidays, or staffing shortages at customs can slow things down

These delays aren't within our control, but your package is safe and will continue moving once customs completes their process.

Service delays in your area

Check our service alerts page for any known delays affecting your region. We post updates about weather issues, carrier strikes, holiday closures, and other delays that might impact multiple shipments.

Your package is still on its way

If you see tracking updates showing your package is moving (even slowly), it's making progress through the shipping network. We can't speed up shipments once they're in transit; delays from weather, operational issues, or carrier capacity affect all packages equally.

What you can do right now

If your estimated delivery date hasn't passed yet: Give your package more time. International shipping involves many parties, including carriers and customs agents, so delays of a few days can happen.

If your estimated delivery date has passed:

1. Check service alerts first. Visit passportglobal.com/service-alerts to see if there's a known delay affecting your area.
2. Check your email for any messages from customs or your local carrier about duties, taxes, or additional information needed.
3. If there are no new tracking updates for 1+ week, contact us at help@passportglobal.com or use the chat button on your tracking page. We'll investigate what's happening.

If your tracking shows "Label created" for more than 5 business days: Contact the merchant you ordered from. Your package hasn't reached us yet, so we don't have visibility into where it is. The merchant can check with their warehouse.

If your package shows it's moving but is delayed: Unfortunately, we can't speed up packages once they're in transit. We also can't change the shipping service type, speed, or carrier after your package leaves the merchant.

Get email updates

Want notifications when your package status changes? Sign up for email updates on your tracking page—just enter your email address in the "Shipping updates via email" section on the left side.

Still need help?

If you've checked service alerts and your tracking page and still have questions:

• Email us at help@passportglobal.com
• Chat with us using the chat button on your tracking page or help center