How do I stop a shipment or update address information?

Intercepting a package:

• Small Window for Interception: Our export facility clears the floor each night, providing a limited window for intercepting parcels and returning them to your warehouse or 3PL.
• Before Processing Facility: Packages can only be intercepted before they reach our processing facility. If you need to stop a package and have it returned to your facility, please reach out to our team as quickly as possible.
• Tracking Status: If the tracking page still shows "Passport awaiting item," there is still a chance to stop the package. The earlier you reach out, the higher the chances are that this will be possible.
• Once the tracking page no longer shows "Passport awaiting item," it is not possible to stop the package, return it, or update the shipment information.
  • We advise having the customer reach out directly to the local carrier if their address information needs to be updated.

Customer refusal:

• If the parcel has already gone out, the customer may be able to refuse the parcel. In such cases, there is a chance that the parcel may be returned to your warehouse; however, we are unable to guarantee that this will be the case.

To intercept or update shipment information, please act quickly before the package reaches our processing facility. If you have any questions, feel free to reach out to our team!