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Article ID5
Created On1/22/2013
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Where is my order?

If your package hasn't yet arrived, we can help! Just follow the steps below:

Step 1: Verify that you received confirmation of your order. If you ordered online, you should have received three confirmations of your order: one appeared on-screen immediately after you placed your order and the other two appear in e-mail. If you placed your order through e-mail or live chat, you should have received one confirmation by e-mail. If you haven't received your confirmation(s), there is the possibility that your order did not process completely. Please contact support@passporter.com. If you did get your confirmation, proceed to step 2.

Step 2: Notice your shipping method, which you chose at the time of order. It will be indicated in your e-mail confirmation. If you ordered by USPS Priority Mail or UPS Ground, most packages arrive in 3-5 business days -- you can verify your expected arrival date with the chart on the right. Use your confirmation e-mail to determine the date your package was sent. If you live in California, add an extra day just to be on the safe side. Residents of Hawaii and Alaska should add an extra three business days. If this date has come and gone, continue to step 3.

Important: If you chose Media Mail as your shipping method, packages take 1-2 weeks to arrive to most locations; longer to residents of Hawaii and Alaska. Please wait at least two weeks (10 business days) before proceeding to step 3.

Step 3: If your package has not arrived as expected, contact us immediately so we may confirm that your package shipped correctly. Please use this e-mail address: support@passporter.com

Can you track my order?
If your order went via USPS (U.S. addresses only), UPS, FedEx, or USPS Express Mail, yes. Unfortunately, international orders sent via USPS and first class mail do not offer tracking. To obtain your tracking number, e-mail us at support@passporter.com. Tracking numbers are not available online.

When do we ship your order?

We normally ship online orders the next business day following receipt of your order. For example, online orders received up until midnight Eastern time Monday through Thursday will be shipped the next business day (excluding holidays). Online orders received on Fridays, Saturdays, Sundays and holidays will be shipped the following Monday (or Tuesday, if Monday is a holiday). We will notify you via e-mail if there will be a significant delay in filling your order.

What about pre-orders?

If your order contains a pre-order item, please understand that your order will not ship until all items are in stock. Your shipping price is based on one shipment, not two or more. If you must have your other items before your pre-order ships, we recommend you place two separate orders. If you've already placed a pre-order, you may contact us at support@passporter.com to arrange for additional shipping funds.          

Package Arrival Day Chart

Priority Mail/UPS Ground Shipping to U.S. Addresses:

Order Shipped On... Package Arrives On...
Monday Thursday, Friday, or Monday
Tuesday Friday, Monday, or Tuesday
Wednesday Monday, Tuesday, or Wednesday
Thursday Tuesday, Wednesday or Thursday
Friday Wednesday, Thursday, or Friday

Media Mail Shipping:
Allow at least two weeks for your package to arrive to addresses within the 48 contiguous states, and at least three weeks for addresses in Hawaii and Alaska.

International Addresses:
Packages should arrive within 2-3 weeks from the day sent, which is noted in your confirmation e-mail.

Thank you for shopping at PassPorter.com!