A package that has not received a tracking update is not automatically considered lost. International shipments may experience delays during customs clearance, carrier handoffs, long-distance transit, or final delivery.
Passport will first review the shipment to determine whether it is delayed or likely lost.
When should I contact Passport?
Contact Passport Support if:
- Your estimated delivery date has passed
- There have been no new tracking updates for five or more business days
- Your tracking shows an exception or hold, but you have not received instructions
- There is no customs, payment, address, or documentation request awaiting your action
For more information about tracking gaps, see Why haven’t I seen new tracking updates?
When contacting us, please provide your Passport tracking number and order number, if available.
What happens next?
Passport will review the available tracking information and determine whether your package is delayed or likely lost.
If there has been no tracking activity for 2 weeks or more, the package may be considered likely lost. However, timelines can vary depending on the service level and destination. If the package is confirmed as likely lost, you will need to contact the merchant you ordered from to discuss a refund, replacement, or any potential next steps.
What if my package is marked delivered?
If tracking says your package was delivered but you cannot find it, see Why does my tracking page say delivered but I haven’t received my package?
A package marked delivered requires different next steps and is not handled as a lost-in-transit shipment.
What should I do now?
- Review your Passport and local-carrier tracking pages.
- Check your email for requests from customs or the local carrier.
- Review any active Passport service alerts.
- Contact Passport Support if your package meets the conditions above.
- Contact the merchant if Passport advises that the package is likely lost.
You can contact Passport Support at help@passportglobal.com or through the chat button on your tracking page or in the Help Center.