We can't change your delivery address once your package is in our shipping network. The shipping label and customs documentation are created based on the original address provided, and changing them can affect the delivery cost, courier, and service level; things we're not able to modify.
Here's what you can do instead depending on where your package is right now.
If your package hasn't shipped yet
Contact the merchant as soon as possible. If your tracking page doesn't show any scans yet, there's a chance the merchant hasn't packed your order or applied the shipping label. Only the merchant can update the address at this stage since they control the shipping label and payment.
The sooner you reach out, the better your chances. Once the label is on the package and it's moving through the shipping network, they won't be able to make changes.
If your package is already in transit
Request a redirect with the local carrier. Once your package clears customs and is with the local carrier (like Canada Post, Australia Post, or EVRi), many carriers allow you to redirect delivery to a different address. This option is available with most postal services and larger courier companies. Some even have online portals where you can make the change yourself.
How to request a redirect:
- Wait until the "Your local delivery" section appears on your Passport tracking page
- Click the local carrier's tracking link
- Contact the local carrier directly using their website or phone number
- Request an address change as the package recipient
Important: For security reasons, only you (the intended recipient) can request an address change with the local carrier. We can't make this request on your behalf. The local carrier may charge a fee for redirecting your package to a different shipping zone.
If your package was delivered to the wrong address
The address exists and someone else received it
If possible, reach out to the person at that address as they may have your package. If you are unable to get in touch you will need to get in touch with the merchant you purchased from if you would like a redelivery. Unfortunately we are unable to assist with package retrieval if it was delivered to the address provided.
The address doesn't exist
The local carrier will return the package to the merchant. Contact the merchant to arrange a refund or have them ship a new order to the correct address.
Can I update delivery instructions?
Yes! If you need to add delivery instructions like "leave at back door" or "ring doorbell twice," contact your local carrier directly once your package is in their hands. If you're unable to reach them, we can help coordinate this for you. Contact us via chat or email at help@passportglobal.com.
Why can't Passport change addresses?
We understand how frustrating an incorrect address can be. Here's why we're unable to make these changes:
- Security: We can't verify that someone requesting an address change is the intended recipient. This protects you from package theft or fraud.
- Customs documentation: International shipments require customs paperwork filed with the original address.
- Service level and cost: Address changes can affect which courier delivers your package, the delivery speed, and the shipping cost. We're not equipped process payment for increased shipping costs or print new shipping labels.
What you can do now
Check your tracking page: See where your package is right now
- "Label created" with no scans? Contact the merchant immediately as they might be able to help
- "In transit" or at our facility? Wait until it reaches the local carrier, then request a redirect
- With the local carrier? Contact them directly to request an address change
Still have questions?
Chat with us using the chat button on your tracking page, or email help@passportglobal.com. While we can't change addresses directly, we're happy to help you figure out the best option for your situation.