The fastest way to get help is through chat on your tracking page. In this article, you'll learn:
How to reach our support team (chat and email)
What we can help with versus what the merchant handles
Self-service options for instant answers
Connect with our team
Business hours:
- Monday-Friday: 1:00 AM - 8:00 PM Eastern Standard Time (UTC-5)
- Saturday-Sunday: 1:00 AM - 12:01 PM Eastern Standard Time (UTC-5)
Live chat: Visit your tracking page or our help center and click the chat button in the bottom right corner. Our AI assistant is available 24/7 and can instantly answer many questions about tracking, delivery timelines, and customs. If it can't help it will send you to a live agent. Most chats are answered within a couple of minutes. If all our agents are helping other customers, your chat will automatically convert to an email and we'll respond as soon as we're available.
Email: Send your question to help@passportglobal.com. We typically respond within 8 business hours during the hours listed above.
We don't have phone support—chat and email are the best ways to reach us.
Before you contact us
Check these resources first for instant answers:
Your tracking page Most questions can be answered by checking your current tracking status and estimated delivery date. Learn how to read your tracking page.
Your local carrier's tracking page Once your package clears customs, your local carrier (like Canada Post, Australia Post, or EVRi) may have more detailed updates. Find their tracking link in the "Your local delivery" section of your Passport tracking page.
Service alerts Check passportglobal.com/service-alerts for known delays affecting your region due to weather, strikes, or holidays.
Our help center Search for your question; we have articles covering most common issues.
What to have ready
Your tracking number is the most important thing. You can find it:
- In the shipping or order confirmation email from the merchant
- On your Passport tracking page URL
Having your tracking number helps us locate your shipment and answer your questions faster.
What we can help with
Passport support can assist with:
Tracking and delivery questions
- Finding your tracking number
- Explaining what your current tracking status means
- Investigating packages that have had no tracking updates for over a week
Customs and duties
- Typical customs clearance timelines
- What documents customs might need
- Submitting required documents to customs when requested
Merchant contact help
- Finding merchant contact information if you can't locate it
What we cannot help with
These requests need to go directly to the merchant you ordered from:
Order changes
- Canceling orders or subscriptions
- Changing your delivery address (after the package reaches our facility)
- Changing delivery speed or service level (from priority to expedited, paying duties and taxes, etc.)
- Changing the local carrier
Payment and product issues
- Refunds or credits
- Product returns or exchanges
- Product quality or sizing issues
- Any payment-related questions
Why? Passport is your shipping partner, not the merchant from whom you purchased. We don't have access to the merchant's order system, payment processing, or inventory. Only the merchant can make changes to your order or process refunds.
Need the merchant's contact info? We can help you find it—just ask us in chat or email.
When to contact the local carrier instead
Once your package clears customs and is with the local carrier (like Canada Post, Australia Post, or EVRi), they handle final delivery. Contact them directly if you'd like to inquire about:
- Scheduling a specific delivery time
- Changing delivery instructions
- Paying duties and taxes for DDU shipments
- Failed delivery attempts
You can find their contact information and tracking link in the "Your local delivery" section of your Passport tracking page. We're happy to help facilitate these conversations, but the local carrier has the most control over final delivery.
Still have questions?
Chat with us using the chat button on your tracking page or help center, or email help@passportglobal.com. We're here to help!