If an item is missing from your order, you received the wrong item, or an item arrived damaged, contact the store or brand where you placed your order.
Passport helps transport your package, but the merchant manages your order and payment. Only the merchant can review product issues and determine whether a refund, replacement, return, or another resolution is available.
When should I contact the merchant?
Contact the merchant if:
- An item is missing from the package you received
- You received the wrong item
- An item arrived damaged
- You want to return an item
- You want a replacement or refund
- You need to cancel or change your order
What information should I provide?
To help the merchant review the issue, include:
- Your order number
- Your tracking number
- The name of the missing, incorrect, or damaged item
- A description of the issue
- Photos of the item and packaging, if applicable
The merchant may request additional information based on its policies.
Can Passport send a replacement or issue a refund?
No. Passport cannot send replacement items, cancel orders, or issue refunds for purchases.
The merchant will review your request and let you know which resolution options are available.
What if the issue happened during shipping?
Start by contacting the merchant.
If the merchant believes the item was lost or damaged during transit, they can work directly with Passport to determine the appropriate next steps.
What if the entire package is missing?
If tracking says your package was delivered but you did not receive the package at all, see Why does my tracking page say delivered but I haven’t received my package?
If you received the package but an item was missing from inside it, contact the merchant directly.