Customs & Transit Delays – Why Is My Package Stuck in Customs?

Shipping & Customs Information

Customs examination is a standard procedural step in international logistics. This policy outlines how your shipment is processed, who is responsible for import fees, and what to do if your parcel is held.

1. Duties, Taxes, and Import Fees

Our duty and tax framework is categorized by order type to ensure transparency:

Delivered Duty Paid (DDP)

For the majority of our standard retail orders, we pre-pay VAT and import duties on your behalf. If your order is shipped DDP, these costs are covered upfront, and you should not face additional charges from customs authorities upon arrival.

Delivered Duty Unpaid (DDU / DAP)

For specific orders—typically bulk shipments, oversized/bulky items, and wholesale orders—your parcel is generally dispatched DDU/DAP unless otherwise arranged. In this framework:

Your Responsibility: You are responsible for clearing customs and settling any applicable import fees, VAT, or brokerage charges directly with the carrier or local customs office.
Communication: The carrier will typically contact you via email, SMS, or postal notice to request financial clearance.
Prompt Settlement: Settling these fees immediately is the most efficient way to ensure the release of your parcel and avoid potential storage fees or return-to-sender actions.

Note: If you prefer to have us calculate and charge duties upfront for bulk/wholesale orders to avoid handling customs yourself, please contact us before your order is dispatched.

2. Common Reasons for Customs Holds

Your shipment may experience temporary delays for several operational reasons:

Routine Inspection: Standard verification of contents and valuation.
Documentation Deficits: Missing or incorrect paperwork, such as commercial invoices or required recipient tax identification (e.g., CPF, PAN, TR-ID).
Compliance Screening: Randomized security or regulatory safety checks.
Operational Bottlenecks: High-volume transit periods, including holidays, labor strikes, or global infrastructure disruptions.

3. Protocols for Resolving Delays

Review Your Tracking: Monitor your tracking link for specific carrier alerts requesting payment or additional information.
Engage the Carrier Directly: If tracking has remained static for several business days, contact the carrier (e.g., Canada Post, DHL, FedEx) with your tracking number. They hold the most accurate, real-time data regarding the hold status.
Seller Assistance: If the carrier reports a documentation error, contact our support team immediately. Provide your order number, tracking ID, and the specific message from the carrier. We will expedite the necessary documents to assist in your parcel’s release.
Practice Patience: Unless you receive a formal notice of seizure or return, your parcel is typically just waiting in the terminal queue.

4. Regional Logistics Notes

Canada (CBSA): All inbound parcels must clear the Canada Border Services Agency. Carriers cannot override CBSA mandates.

United Kingdom (Langley HWDC): Parcels routed through the Heathrow Worldwide Distribution Centre may face processing delays during periods of high volume or tax-rule updates.

Australia (ABF): The Australian Border Force oversees clearance. Parcels exceeding AUD 1,000 may require a formal import declaration.

5. Final Considerations

Refusal of Fees: Refusal to pay customs fees may result in return shipping costs, storage penalties, or the destruction of your parcel by border authorities. Please review our formal Returns and Duties policy regarding refunds for refused shipments.

External Disruptions: Transit may be influenced by factors beyond our control, including severe weather, infrastructure damage, and major global holidays (e.g., Christmas, Lunar New Year, Black Friday, Ramadan, Hanukkah).

If you require further guidance, please contact our support team via Live Chat or our contact form with your order and tracking numbers.