Why is my shipment held in customs and what do I need to do to resolve the delay?


Most delays in customs clearance do not require you to take any action. Reasons for your parcel to be held in customs include:

  • Physical inspection. Normally, your paperwork is inspected, and your parcel cleared. However, sometimes the contents of your package are also inspected, which takes extra time. This can take a day or two longer than normal.
  • Customs may have a backlog or queue, causing processing and calculation of duties and taxes to take longer than normal.

When your parcel is shipped to another country, it must meet the customs regulations set out by the nation’s border agency. The contents of your parcel and the customs paperwork that you sent with the parcel will be checked to make sure your shipment can pass the border.

Once your shipment has been inspected, customs may request further information from the shipper or receiver. This will be visible on your tracking page.

Note: If you do not see any updates to the scan information on our tracking page for over 48 hours, you can contact us. However, keep in mind that customs are outside of our control and there is no way for us to speed up the process

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