Shipping Policy

Last updated: August 30, 2026

This policy explains how and when we deliver your documents. It applies together with our Refund & Cancellation Policy, which you should read as well.

Processing time

We issue electronic documents within 24 hours of receiving a complete application, all supporting files, and full payment, and we dispatch physical documents within 1 business day.

Electronic document: delivered within 24 hours of a complete, sufficient, and paid application — by email (PDF booklet with the translation of your national driving licence into 70 languages, and images of a plastic ID) and through the IDA Keeper app for iOS and Android.

Express processing: digital document sent by email within 5 minutes of receiving your complete information and payment. Without this option, the regular processing time is up to 24 hours for an electronic document, and up to 1 business day for a physical document.

Physical document (booklet and ID card): the digital version is available the same time online in your profile and in our mobile applications (iOS, Android); the physical booklet is shipped by the postal service you selected during checkout.

Shipping methods and estimated times

Method	Tracking	Estimated time
DHL	Trackable	up to 8 business days
FedEx	Trackable	up to 8 business days
UPS	Trackable	up to 10 business days
EMS	Trackable	up to 20 business days
Paid airmail	Trackable	up to 50 business days
Free airmail	Non-trackable	up to 50 business days
USPS 1st Class	Non-trackable	up to 15 business days

Delivery times depend on your geographic location and the chosen method. We use the shipping method selected at checkout; if that method becomes unavailable, we may substitute an equivalent or faster service at no additional cost. Costs and options for specific locations are shown on our prices page, where you can check your destination.

Tracking your order

You can check your order status in real time in your profile on our website. For trackable methods, a tracking number and a status link are provided by email. Free USPS and non-trackable airmail shipments cannot be tracked.

Address accuracy

Orders are completed and shipped using the information you submit. Please check your delivery address before you confirm — it is the single most common cause of a parcel going astray, and it is the one thing we cannot verify for you.

We can ship to a home or business address, and to a post-office box where the carrier you chose accepts one. Couriers such as DHL, FedEx and UPS generally do not deliver to PO boxes, so please give a street address if you choose one of them.

We do ship to APO, FPO, and DPO military addresses, but only by USPS — the courier services cannot deliver to them. Please choose a USPS option at checkout if that is your destination.

Changing your address after you order

Tell us as soon as you can. If the parcel has not yet been dispatched we will change it free of charge. Once it has been handed to the carrier we usually cannot redirect it, and the parcel will have to complete its journey or come back to us before we can send it again — in which case reshipping is chargeable.

Customs, import duties, and taxes

Your order may be subject to import duties, taxes, or customs handling fees when it enters your country. These are set by your government, not by us, and they are not included in the price you paid. They are payable by the recipient, and the carrier will usually ask you for them before releasing the parcel.

We cannot tell you in advance what they will be — the rules differ by country and change without notice. If you refuse to pay them and the parcel is returned to us or destroyed by customs, that is treated as a return, and reshipping is chargeable.

We declare shipments accurately. We will not mark an order as a gift or understate its value, and please do not ask us to.

Failed delivery

Carriers normally attempt delivery more than once and then hold the parcel at a local depot or post office for a period that varies by country. If it is not collected in time it comes back to us.

If the parcel comes back because the address you gave was wrong or incomplete, because nobody responded to the carrier's attempts, or because customs charges were refused, we will hold it for you and reship it once you confirm a correct address. Reshipping is chargeable in those cases. If it comes back through a fault of ours, we reship free of charge.

If your parcel has not arrived

Write to [email protected] with your order number and we will look into it.

For trackable methods we open an enquiry with the carrier. Carriers will not usually declare a parcel lost until a set period has passed — typically 15 to 30 business days after the estimated delivery date, depending on the service. Once it is confirmed lost, we reissue and ship your document again at our cost.

For non-trackable methods — free airmail and USPS 1st Class — there is no tracking to enquire against, which is why they cost nothing or very little. If such a parcel has not arrived after the maximum time shown in the table above, contact us and we will reissue the document. We do this as a matter of course, but the absence of tracking is the trade-off you accepted when choosing the method.

Your digital document is unaffected by any of this. If you also bought a digital version, or your order includes one, it is already in your account and in the IDA Keeper app, and you can use it while the physical booklet is in transit.

Damaged on arrival

Tell us within 7 days of delivery and send us a photograph of the damage and of the packaging. If the document arrived damaged, we replace it and ship it again at our cost. Please keep the packaging until the matter is settled — carriers ask for it.

Delays outside our control

We are not liable for delays caused by events beyond our reasonable control: severe weather, natural disasters, strikes, carrier or postal service disruption, customs inspection or backlog, civil unrest, armed conflict, epidemic, or the suspension of postal services to a destination. These events do affect real orders — postal operators suspend service to particular countries from time to time, and when they do, no carrier can move your parcel.

Where a delay of this kind is prolonged, we will tell you and offer you either to wait, to convert the order to digital-only and refund the difference in price and the shipping charge, or to cancel for a refund.

Countries we cannot ship to

We do not maintain a blocklist of our own. However, our payment providers apply their own sanctions and fraud screening, and a payment associated with a jurisdiction subject to comprehensive international sanctions will normally be declined at that stage. Postal operators and couriers also suspend service to particular destinations from time to time, and where that happens we cannot ship regardless of whether payment succeeded.

If we cannot ship to your destination after you have paid, we will tell you and refund you in full, or convert your order to digital-only and refund the difference in price and the shipping charge, if that works for you.

Questions

Anything about a shipment: [email protected]. Please include your order number — it is the fastest way for us to find the parcel.