Passport Shipping

So far, I can not get a customer service rep to help. I followed all of the steps to enable DDP international shipping per their setup guide, but it isn't working at all, and I cannot get ahold of anyone at Passport App to assist. I'll update if anyone ever gets back to me via the multiple "support" channels they offer.

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.

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

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.

Passport shipping is good with communication regarding shipping updates and any news regarding delays if any. The customer service team responds promptly. Competitive rates and easy checkout processes. Country-specific automized currency conversion for customers would be a great enhancement. Canadian shipping could be faster. Easy to integrate with the Shopify store. Overall good experience.

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.

The integration messed up the product pricing in my store somehow and was charging customers less based on location. Myself and Shopify reps could not get ahold of anyone from this company to help with the situation. After 3 weeks of no help or response from multiple attempts, I deleted the app and won't be back.

Updated Review, 3-star: While the app has had issues, after leaving a 1 star review, I was emailed directly from the Director of Customer Experience at Passport Shipping. Nick explained that the system flagged my email as spam and expressed his apologies for my experience, mentioning the Passport team is going to investigate this issue. While this isn't the app for our store, I think it's fair to give the app a 3 star rating for the unexpected set up. It is an increase from my previous review as they reached out and tried to make it right and I truly appreciate that.

Previous Review, 1-star: The integration finished setting up before I accepted the terms and conditions. I reached out via email to see if my storefront qualified for this app because they have some products listed as not able to sell. I didn't accept the terms and conditions and before I even got a response, the pricing for Canada was updated without my consent and was charging less that we require. I have not heard back from my email and have not gotten ahold of anyone from this company. Since the app updated my pricing without my consent, I deleted the app and will be looking for another service.

We started using Passport about a year ago. They allowed us to start shipping our products to our international customers. They deal with all the taxes, duties etc. Super easy! They've been a great partner for our business and have very helpful customer service!