> ## Documentation Index
> Fetch the complete documentation index at: https://docs.rns.id/llms.txt
> Use this file to discover all available pages before exploring further.

# Track and Manage Palau ID Card Shipping

> Track Palau ID delivery, handle address changes, review Taiwan EZ Way requirements, and distinguish customs holds from lost or returned shipments.

Track your physical card from production through delivery and use the available support actions when a shipment has a problem.

## Card and delivery stages

The management page can show these milestones:

1. **Application Approved**
2. **Card in Production**
3. **Ready for Shipment**
4. **Shipped**
5. **Delivered**

These milestones describe card fulfillment, not the full identity-review process. Use [Application status and corrections](/palau-id/application-status-and-corrections) for application states.

## Confirm or update the shipping address

Review the recipient name, street address, city, region, postal code, country, phone number, and any required delivery details. If the card has not shipped and the product offers an edit action, update the address there.

Once the shipment has been dispatched, the address may no longer be editable. Updating a default or future shipping address does not reroute a shipment already in transit.

## Choose the right shipping action

The [Terms of Service](https://rns.id/app/termsService) include the Shipping Terms. Use the following guide to identify the appropriate contact and next step; it does not guarantee rerouting or replacement.

| Situation | What to do |
| - | - |
| The card has not shipped and an edit action is available | Update the address in RNS.ID and confirm that the current shipment record changed. |
| The card has shipped; you need a change before it reaches the destination country | Contact RNS.ID Support with the shipment details. Do not assume the carrier can reroute it. |
| The card is in the destination country; the new address is in the same country | Coordinate directly with the local delivery carrier. Updating your default RNS.ID address does not reroute the package. |
| The card has shipped; you want delivery to a different country | Contact RNS.ID Support. The Shipping Terms require reprinting and reshipping with a fee; confirm the current amount before requesting it. |
| The destination is Taiwan | Review the real-name and shipping-address validation authorization through **EZ Way** described in the Shipping Terms, and follow the current shipping instructions. |
| Tracking shows delivery but you have not received the card | Check the delivery location and carrier evidence, then contact the local carrier. Report unresolved issues to RNS.ID Support; do not assume automatic replacement. |
| The package is held in customs | Follow carrier or customs requests and contact RNS.ID Support with the tracking history. See [Customs holds, loss, and costs](#customs-holds-loss-and-costs). |
| The package is lost, returned, or damaged | Preserve tracking and any relevant evidence. Contact the carrier for delivery or transit issues and RNS.ID Support to review the applicable handling. |

For **Delivered but not received** and **Other issues**, the current **Report a delivery issue** flow opens Support chat. Selecting either issue does not submit a replacement request. Preserve the carrier evidence and explain the issue in the chat.

## Track the package

When carrier information becomes available, open the tracking action from the ID management page. Carrier scans can take time to appear after the card is marked as shipped.

Use **Delivery History** when it is available to compare earlier shipment or replacement records with the current card. If RNS.ID and carrier records conflict, preserve both and ask support to review the shipment rather than assuming one display is final.

For delivery problems:

* verify the latest carrier event and delivery location;
* confirm that the shipping address in the order is correct;
* use **Report a delivery issue** when available;
* do not confirm receipt until the card is in your possession.

## Customs holds, loss, and costs

Under the Shipping Terms, RNS bears the cost of reprinting and reshipping when a package is held in customs for an extended period. The existing ISS and EXP details specified in those terms remain unchanged. Contact support with the tracking history so the applicable handling can be reviewed; this guide does not set a fixed number of days that qualifies as an extended hold.

Loss and other delivery failures have different rules. The Shipping Terms list cases where RNS does not cover reprinting, handling, or shipping costs, including:

* carrier-confirmed shipment that has not been received, or loss caused by the carrier; contact the carrier directly;
* damage caused by the member;
* incorrect shipping details, an unavailable recipient, or an address change the carrier cannot accommodate; and
* a returned package because the recipient could not be reached or did not collect it in time.

Do not assume that every delay or missing package qualifies for a free replacement. RNS.ID Support can review a reported loss under the applicable service policies; contacting support does not guarantee a particular remedy.

## Confirm receipt

After the card arrives, use the confirmation action shown in the product. This records delivery and can complete the card-shipping stage.

To identify the design you received, check the **Rev.** marking on the back and compare it with [Card designs](/palau-id/card-designs). An otherwise valid **Rev. 2023-B** card does not need replacement solely because **Rev. 2026-A** exists.

## Report an issue or request a replacement

Opening Support chat or reporting a delivery issue does not by itself create a replacement request. A replacement begins only when the product opens its separate confirmation flow and you review and confirm the reason, current shipping details, displayed price, and payment step. Eligibility and cost depend on the current case and offer displayed in the product.

If the address can no longer be changed or the package is returned, [contact support](/support/contact-us) with your ID or order number and carrier tracking details.

Where offered, [Expedited Service](/palau-id/expedited-service) can apply to processing and the shipping method described in the current offer. It does not change a shipment that has already been dispatched.