It is normal for international shipment tracking to pause between scans. A tracking gap does not automatically mean your package has stopped moving or is lost.
Most packages receive a new scan every two to three business days, but longer gaps can occur depending on where your package is in its journey.
Why tracking may pause
Normal transit gaps
Tracking may pause while your package:
- Moves between processing facilities
- Travels between countries
- Waits for export or available airline capacity
- Moves through long-haul transit
- Is processed over a weekend or holiday
Your package may still be moving even when a new scan is not available; it just means it's between checkpoints. Most packages will show new scans every 2-3 business days.
Carrier systems sync at different speeds
Your local carrier may have a newer scan that has not yet appeared on your Passport tracking page.
Check the Your local delivery section of your tracking page for a link to the local carrier’s website. Their tracking page may show more recent information.
Handoff to local carrier
After your package clears customs, it may be transferred to a local carrier for final delivery. Tracking may continue under a new local tracking number.
During this handoff, your Passport tracking page may temporarily appear paused while the carrier systems exchange information.
Exception or hold
If your package shows an exception, scans may pause temporarily while the issue is resolved. Common exceptions include:
- Address verification needed: Customs or your local carrier may need to confirm your delivery address before releasing the package. Check your email for requests from customs or your local carrier.
- Customs inspection: Customs may randomly inspect packages, which can add extra processing time. These inspections are outside our control, but your package is safe and will continue once the inspection is complete.
- Additional information required for customs clearance: Depending on your region, customs may need additional details before releasing your package, such as a tax ID or phone number.
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Payment of duties or taxes needed (Delivered Duties Unpaid shipments only): If your shipment was sent Delivered Duties Unpaid (DDU), you didn't pay duties and taxes at checkout. Your package will be held at customs until payment is arranged. You'll receive contact from your local carrier or customs agency with payment instructions. Once payment is made, your package will be released for delivery.
Please note: Passport cannot accept or process duty payments. You must work directly with your local carrier or customs agency.
What should I check?
Before contacting Passport Support:
- Check the date and details of the latest update on your Passport tracking page.
- Confirm whether your estimated delivery date has passed.
- Look for customs, duties, address, or documentation requests.
- Check the local carrier’s tracking page, if a link is available.
- Review your email and spam folder for messages from customs or the local carrier.
- Check Passport’s service alerts for issues affecting your destination.
What if my tracking says “Passport Awaiting Item”?
“Passport Awaiting Item” means your package has not yet arrived at Passport’s processing facility.
The package may still be with the merchant or an upstream shipping partner. This is different from a package that has already entered Passport’s international shipping network.
See What does it mean if my tracking page says “Passport Awaiting Item"?” for more information.
What if my package is delayed but still moving?
If your tracking continues to show progress, your package is still moving through the shipping network, even if it is taking longer than expected.
Passport cannot speed up a package, change its carrier, or change its shipping service once it is in transit. Continue monitoring your tracking page and check the local carrier’s website for the latest updates.
When should I wait?
Continue monitoring your tracking if:
- It has been fewer than five business days since the last scan
- Your estimated delivery date has not passed
- Your package is waiting for customs information, documentation, or payment from you
- A service alert is affecting your destination (Passport Service Alerts)
When to contact Passport Support?
Contact us if:
- There have been no new scans for five or more business days
- Your estimated delivery date has passed
- You see an exception but have not received instructions
- There is no outstanding action required from you
Please provide your Passport tracking number and order number when contacting us.
Our team may:
- Confirm that the package is still moving within its expected journey
- Identify a customs, carrier, or delivery-partner delay
- Contact a shipping partner for additional information
- Advise you to contact the merchant if your request concerns a refund or replacement
Email us at help@passportglobal.com or use the chat button on your tracking page or in our Help Center.
Passport Support is available Monday through Friday 1:00 AM - 8:00 PM ET and Saturday through Sunday 1:00 AM - 12:01 PM ET.
Passport can review your shipment’s tracking and investigate delivery delays. For refunds, replacements, or issues with the items in your order, please contact the merchant you ordered from directly.