Passport is your partner in international shipping. We handle the logistics, support your customers, and give you the tools to grow globally, without adding headcount to your team.
Here's what you can expect when shipping internationally with Passport.
DDP vs. DDU Shipping Options
Passport enables you to offer both Delivered Duty Paid (DDP) and Delivered Duty Unpaid (DDU) shipping to your customers.
DDP Shipping
With DDP, your customers pay duties and taxes at checkout. This creates a faster customs clearance process and a shipping experience that feels domestic. The total cost is transparent upfront, which reduces cart abandonment and customer service inquiries.
DDP Shipping Cost = Shipping Rate + Duty + Tax
DDU Shipping
With DDU, your customers pay duties and taxes to customs before picking up their package. This option typically results in longer delivery times because payment must be arranged before the package is released.
DDU Shipping Cost = Shipping Rate
We recommend DDP shipping for the most streamlined customer experience. Passport Global customers can also enable duty- and tax-inclusive pricing to protect margins and improve conversions.
How the Package Journey Works
Every international shipment goes through several key stages:
Your warehouse → Passport processing facility → Export → Customs clearance → Local carrier → Customer delivery
The main difference between DDP and DDU happens at customs. DDP packages clear customs faster because duties and taxes are already paid. DDU packages wait at customs until the customer arranges payment with the local carrier.
Understanding Shipping Costs
Total shipping costs include multiple components that vary based on package details and destination.
Total Landed Cost
Shipping Rate + Duties + Taxes + Other Applicable Fees
Here's how each component is calculated:
Shipping Rate: Based on billable weight (the greater of actual weight or dimensional weight), destination, and service speed
Duties: Customs fees based on HS code classification, country of origin, and declared value. Some items qualify for de minimis thresholds and pay no duties.
Taxes: VAT or GST rates set by the destination country
Other Fees: May include customs clearance fees, fuel surcharges, or insurance premiums
Dimensional Weight (DIM)
Shipping costs consider both weight and package volume. Lightweight items in large boxes may be charged based on size rather than actual weight.
Formula: (Length × Width × Height in inches) ÷ 139
If you have questions about dimensional weight calculations or need help optimizing your packaging, contact our partner support team.
Passport Shipping Protection
Passport offers Shipping Protection with coverage up to $10,000 per shipment.
What's Covered
- Damage (including first mile)
- Loss
- Theft
- Porch piracy
- Reshipping costs
- Return shipping
- Return costs
How to Enroll
To use Shipping Protection, you need to enroll first. Reach out to our partner support team or your Customer Success Manager to get started. Once enrolled, you can file claims directly through Passport Portal.
Learn more: How do I enable Passport Shipping Protection from the Portal?
Your Passport Portal
Every Passport customer receives access to Passport Portal during implementation, a free platform that houses your shipment data and essential tools.
Portal Capabilities
With Passport Portal, you can:
- View current and past shipments
- Access historic shipment and growth data
- Customize the customer tracking page
- Calculate dimensional weight
- Sign up for Shipping Protection
- Print bills of lading (BOL)
- Create return labels
- Customize email notifications
If you need additional portal access or have trouble logging in, contact our partner support team.
Popular Portal Resources
- How do I create a return label from the Passport Portal?
- How do I use the branded tracking page editor?
- How do I customize my shipping email notifications?
The Customer Tracking Page
Your customers track shipments and contact support through a branded tracking page that you control via Passport Portal.
Key Features
Current package status with timestamps and location updates
Service alerts for known delays or disruptions in specific regions
Estimated delivery dates based on real-time regional performance data
Local carrier details and direct tracking link (appears after customs clearance)
Email signup for tracking updates (customers must opt in and no marketing use permitted)
Customizable branding, including banner images, colors, and logos
The tracking page is your customer's source of truth. Estimated delivery dates update automatically throughout the journey as conditions change.
Who Handles What: Support Scope
Understanding which team handles which issues helps you route questions efficiently and set accurate customer expectations.
Issues Passport Can Help With
- WISMO (Where Is My Order) inquiries
- Delivery delays and estimated delivery date questions
- Customs holds and clearance questions
- Attempted delivery investigations
- Return-to-3PL requests (before Passport receives the package)
Issues Your 3PL Can Help With
- Tracking visibility before Passport receives first scan
- Billing questions (unless you're self-fulfilled)
Issues That May Require Your Involvement
Passport will loop you in when needed for:
- Lost packages
- Delivered-not-received claims
- Return-to-sender requests
- Cancellation requests
- Product-related questions
- Refunds or order changes
Remember: Passport handles shipping and delivery support. You handle order management, refunds, and product questions. Your customers may contact Passport, thinking we can change or cancel their orders. If so, we'll redirect them to you with context about their shipping status.
Next Steps
Your Customer Success Manager is your primary point of contact for account optimization and growth strategy. For day-to-day shipping questions or technical support, reach out to our partner support team.
We're here to help you grow internationally without adding complexity to your operations.