Passport Shipping

Nov. 24, 2023

From our experience of working with Passport the company felt like a scam. Only few of our shipments arrive on time. Often they are 3-4 weeks late and several never arrived. The tracking gives almost no information about the whereabouts of a package. And the shipments go out with shipping companies nobody has ever heard of: Amarex, Fleet Optics, Colis Prive. Who are these companies? Passport, have you ever heard of Fedex or UPS?

Sept. 8, 2023

We are a small business co-founded by a celebrity so we get some interest and recognition abroad - While we're still working on expanding, Passport makes it MUCH easier to do it seamlessly with our 3PL (the integration was easy too!). The sales and support team at Passport have been lovely and they allow us to focus on the customer experience, and not get hampered down in logistics issues and costs. They're so great, I forget we ship internationally sometimes (in a good way!).

Sept. 8, 2023

Good solution for cross-border orders, but I think the services have room to improve delivery times.

Sept. 8, 2023

Passport has made it much easier for our international customers to place orders DDP and receive their products at their front door without having to deal with customs. We ship to Canada an Europe regularly, and have gained real confidence in Passport's ability to deliver without issue, or get things straightened out if there is an issue. Thanks again Passport!

Sept. 8, 2023

We've been using Passport for about 7 months now and it's one of the better services that does international shipping. However, the delivery estimates Passport shows customers at checkout are optimistic at best and misleading at worst. Most Passport orders to the EU take about a month to deliver, resulting in irate customers that leave negative reviews for our brand because of their experience with Passport Shipping.

Sept. 6, 2023

Passport has been great for us in the 3 (ish) years that we've been working with them. The biggest plus for us is the ability to offer DDP and DDU shipping options that are calculated at checkout. This makes it easy for customers to decide which option make the most sense for them without getting surprised at delivery. In terms of support, we'll occasionally have an issue which will end up taking over 24 hours to be addressed but every question / hiccup we've had has been addressed with care.

Sept. 5, 2023

Overall Review: Is Passport 100 percent perfect and on autopilot? No, I wouldn't say that. But they do allow/enable us to ship internationally all over the world to many customers that we wouldn't have been otherwise able to. Biggest issues are typically when stuff gets lost or there are issues with final mile carriers/customs. Much harder to deal with those issues than with US based, domestic carriers. Of course that is to be expected but it still seems like this could be streamlined a bit. Also, handoffs between Passport CS and our own CS can sometimes be a bit clunky. Also probably to be somewhat expected as they can't know 100 percent everything about our brand. They're open to being held accountable and have also been open to giving more regular custom reporting to help us evaluate effectiveness of the partnership. Be prepared to spend some time vetting and evaluating the successfulness of opening up international options-this is not an autopilot type of situation all the time.

Sept. 5, 2023

We have a large international customer base and Passport has been a life saver. Before we started with Passport we experienced lost packages, packages being stuck in customs and high shipping rates for our customers. In the last 4 years since we've been using Passport I barely notice that an order is international because there is rarely an issue. Passport also integrates seamlessly with our fulfillment company. Any small issues that do pop up are handled immediately by Passport support staff. Cannot recommend the app enough!

Sept. 5, 2023

We have been using Passport for our international orders for over a year. With the EU introducing additional requirements for overseas merchants selling/shipping to EU customers, and with Canada, ironically, being incredibly complicated to ship to from the US when it comes to customs and import fees, it's incredibly useful to be able to offer a hassle-free experience to our customers. Having all the costs displayed and collected on the checkout page is one thing, and we used to do that with Zonos, but dealing with everything related to customs on the backend is a lot of work as well, which Passport handles so we don't have to. So far, our experience has been very good. We're actually migrating to another 3PL partner at the moment and keeping the Passport integration (which is great), orders are mostly delivered within a reasonable timeframe (all international shipping got worse during covid, but is now improving again), it's easy to file claims and get them approved if things do go wrong, and their team has always been responsive when we needed assistance with changing settings. Which is about the only thing that could be better - for some settings, you need to ask them, instead of being able to adjust them directly in the app. But since for us, they're mostly of the set and forget kind, that's never really been an issue. Overall, if your 3PL can integrate with Passport and you're doing any amount of international orders, having them so you can offer DDP shipping to non-US customers should be a no-brainer.

Sept. 5, 2023

Very easy to set up, and support is active. It does seem to take ages to get to the customer internationally though. We have some orders that take about a month and then we can't file a claim because it eventually shows up.

Sept. 5, 2023

its a very useful and effective app, allows for greater transparency, and customer service is great at helping out if something pops up.

Aug. 30, 2023

Great experience! Passport has been committed to timely and flawless delivery, great pricing and great customer service!

Aug. 29, 2023

Passport has been very helpful with following up on lost packages while it can take 24 hrs to hear from them once you know to expect this they are great with response and follow up. They work well with our 3PL to make International Shipping Easy. Would love to see more shipping options and lost package coverage without addtional fee but other than that they're wonderful. Great option to add on to your Shopify store to help clients see upfront shipping costs with duties included where possible.

Aug. 29, 2023

I heard about Passport from my 3PL when I was looking for international shipping, and my experience with Passport could've hardly been any better. All duties are taken care of when shipping to Europe from my American warehouse. The ability to not be bothered with taxes and import fees frees up so much time. It also takes care of reporting since it's Passport's details that get logged with border customs teams. Love it. The only reason I deducted 1 star is due to some of their last-mile partners (the local delivery companies that work with them) have horrible online reviews and unfortunately the same has been communicated by my customers. I would say the successful delivery rate is close to 95% with almost all issues pertaining to the delivery company and not the customer. I'm completely at peace with a 95% delivery rate and it doesn't bother me, but a better customer experience in the cases where they didn't get the package or the local delivery company was uncooperative would've definitely been ideal. But I reckon all logistics companies dealing with independent last-mile delivery companies are facing this issue, so I won't hold this against Passport. Definitely recommend.

Aug. 28, 2023

It's a really good app and does exactly what it needs to do. We have had no issues with it ever since install, and Passport helped us with the set-up. Highly recommended.

Aug. 28, 2023

Passport makes international shipping possible for brands who aren't otherwise ready to expand in that direction. The shipping speeds are not the fastest (hence the 1 star knockdown), but that's really what makes the service affordable. I would definitely recommend for anyone looking to slowly test the international waters. Their customer service is super helpful, as well.

Aug. 22, 2023

Love this app. It has simplified and streamlined our international shipping. I actually have 3 other stores where we use passport for our international shipping partner. Our 3PL first recommended them and I'm glad they did. Easy onboarding and great partners.

Aug. 22, 2023

Our customers love the DDP international shipping, and we love that we don't have to think about it. It's truly plug and play.

Aug. 22, 2023

I love how seamless this app is and the amazing customer support we get working with this company. They are very responsive and actually get on calls with you which seems almost impossible with other apps we have. Passport has helped with our rates, shipping transparency, and overall site conversion. I definitely recommend.

Aug. 22, 2023

Our store uses Passport Shipping for shipping DDU to EU, UK, Australia, NZ, and a few other European countries that are not in the EU. It works exceedingly well, except that shipping times can be up to a month if a delay is occurring in one of the destination countries. And there is always a strike or a weather event somewhere. So our average ship time is 3 weeks or so. Beyond the shipping time, the integration is seamless. Passport takes care of all of the taxes (VAT/GST/PST/ETC), duties and fees, and we get to concentrate on growing our business. The Passport customer support are very responsive and helpful. All in all, great App, great business partner.