International Returns FAQ

October 12, 2021 
|  Passport

Our team at Passport® compiled some of the most frequently asked questions about returns to ensure that brands have access to any and all info about working with us. If you’re looking for answers from international shipping experts, we’re here to help!

Brand Questions:

Where does Passport offer returns?

Passport offers returns in any market we serve for outbound shipments.

Can I use my current returns platform?

Absolutely! Passport works with all major returns platforms like Happy Returns, Loop Returns, Return Logic, and others. You can leverage Passport’s negotiated rates with carriers to print international return shipping labels.

How do I use Passport as a carrier for returns?

Most return platforms use EasyPost or Shippo to print carrier labels. Since Passport is a listed carrier on these platforms, setting up Passport on these providers is simple and painless.

How much does it cost?

Passport offers aggressive returns rates from a network of carriers that are up to 40% cheaper than the rates you might get on your own. Passport offers an all-in rate so there are no surprise fees.

Is there a contract or minimums?

No, you only pay for what we ship. If you don’t have enough volume starting out to consolidate your packages, you can still ship them back one-by-one.

What’s the easiest way to get started with returns?

International returns are tricky. Since the shipment is crossing a border, there are customs requirements that must be collected and submitted with the shipment. When Passport is the outbound carrier, we can pull the product details into the return shipment info for customs. We handle all of the international shipment processing so your customers don’t have to worry about customs details. Packages are sent back to your 3PL or fulfillment center.

How do returns work with Passport’s Seller of Record program?

In some markets like the UK and the EU, you will need to ship on a known tax ID in order to reclaim taxes paid on products that are imported and then returned. With the Passport Seller of Record™ (SOR) program, you ship on our VAT ID. This makes it possible for Passport to seamlessly reclaim import taxes paid on products that are subsequently returned.

How long will it take to get my returns back?

In Canada, returns should be received 4-7 days after your customer tenders the package to Canada Post. For all other markets, expect a 3-5 day transit time from the moment the local carrier receives the package.

Do I have to pay duties and taxes on products returned to the US?

No. While most returns will be under the $800 de minimis, making them free of duties, taxes, or brokerage fees, there is a provision for goods that originated in the US and are returning that allows them to clear duty-free.

Do I have to pay duties and taxes if I ship an exchange product to a customer?

The general rule is, yes, you should pay duties and taxes on the exchange shipment and recoup duties and taxes paid on the original shipment. If Passport shipped the original item and facilitated the return, we can help you and your customers reclaim duties and taxes paid on the returned product.

How do I reclaim duties and taxes on a shipment to Canada?

If your customer paid duty and tax when they purchased the product (DDP), Passport can help them reclaim this when they return the shipment. Canadian consumers can request a refund directly from the Canada Border Services Agency (CBSA) through the Casual Refund Program. Passport will provide your customer with detailed instructions to submit the refund request as well as supporting documents they will need to include such as the import summary report that details duties and taxes paid. For more detailed information, check out our blog How Should I Handle Returns From Canada?.

What other returns options do I have?

If you don’t want to return a product that may be damaged or unusable, there may be other disposition options. In many cases, you can still reclaim duties and taxes on products that are destroyed. We can put you in touch with an approved partner in the region who can dispose of the products and certify them as destroyed so that you can reclaim duties and taxes paid.

Does Passport offer customer support for returns?

Of course! While technical or web-related challenges will need to be addressed by your preferred returns platform, your customers will be able to reach out to directly for assistance with reclaiming the duties and taxes on their returned order.

Where will my customers drop off their returns?

Canadian customers can use any of Canada Post’s 6,100 retail post offices, or their 23,000 letterboxes, to drop off their prelabeled return package.

What if my customer wants to exchange instead of returning their item?

Passport is happy to assist with exchanges! We’ll work with you to make sure the appropriate Customs declarations are made for the exchanged goods to avoid overpaying duties and taxes. 

Is there tracking for returns?

Our Direct Returns products are tracked end-to-end in real time, from origin scan to delivery.

Consumer Questions:

Where can I drop off my return?

Returns from Canada can be dropped off at the most convenient Canada Post drop off location for you, whether one of the 6,400 retail post offices, or one of the 23,000 red letterboxes.

How do I reclaim duties and taxes on my return from Canada?

You’ll need a few pieces of information, including your Import Details Report from Passport. Please send your Passport tracking number via email to One of the members of our Returns team will be able to provide this documentation along with further instructions for reclaiming any duty and tax paid on your original purchase.

Still have questions about returns?

Even with all the answers to our most frequently asked questions, there’s a chance we might not have covered it all. As your international shipping partners, we want to ensure all of our brands are equipped to handle anything in regards to returns. Contact our team with any additional questions – our trusted advisors are here to help!