Customs & Transit Delays – Why Is My Package Stuck in Customs?
International Shipping & Import Guidance
Shipping & Customs Information
Customs review is a normal part of international shipping. This guide explains how duties and taxes may be handled, why a parcel may be held, what information customs may request, and what to do when tracking shows a clearance delay.
1
Duties, Taxes & Import Fees
The applicable duty arrangement depends on the product, destination, order value, carrier, and shipping service.
When Duties or Taxes Are Prepaid
For some eligible orders and destinations, VAT, GST, duties, or related import charges may be collected at checkout or prepaid through the shipping service.
When charges are included, this should be reflected in the applicable checkout, order, product, or shipping information.
When Charges Are Payable by the Recipient
Certain orders—including some wholesale, bulk, oversized, high-value, restricted, or destination-specific shipments—may be sent with duties, taxes, brokerage, or clearance charges payable on arrival.
The carrier or customs authority may contact the recipient by email, text message, telephone, postal notice, or tracking update.
Important: Customs authorities make the final assessment. Additional charges may still be applied even when duties or taxes were expected to be prepaid. Unless expressly confirmed otherwise, the recipient remains responsible for destination-imposed duties, taxes, brokerage, storage, advancement, or handling charges.
For wholesale, bulk, oversized, or special-order shipments, contact us before dispatch if you would like us to review whether a prepaid-duty option may be available. Availability and pricing are not guaranteed until confirmed in writing.
2
Why Customs May Hold a Parcel
A customs hold does not necessarily mean the parcel has been rejected or seized.
Routine Review
- Verification of contents, value, and country of origin
- Random security or compliance screening
- Review of product classification or import eligibility
- Assessment of duties, taxes, or local processing charges
Information or Documentation Required
- Commercial invoice or proof of purchase
- Recipient identification or local tax number
- More detailed product description
- Import permit, declaration, or authorization
- Payment of assessed customs or carrier charges
Delays may also result from seasonal volume, labour disruption, carrier backlogs, system outages, border restrictions, regional conflict, severe weather, or damaged transport infrastructure.
3
How to Resolve a Customs Delay
Follow these steps before requesting seller intervention.
1
Review Every Tracking Update
Check whether the carrier is requesting payment, identification, authorization, an invoice, or another document. Review all tracking numbers when the order was divided into separate parcels.
2
Contact the Carrier or Customs Broker
Provide the tracking number and ask what specific action, payment, or document is required. The carrier normally has the most current clearance information.
3
Respond Promptly
Supply requested identification, documents, or payment within the deadline stated by the carrier or customs office. Delayed action may result in storage charges, return, abandonment, or disposal.
4
Contact Très Elite When Seller Documents Are Needed
Send your order number, tracking number, the carrier’s exact message, and the requested document description through our official contact form.
We can help provide available seller-side documents, but we cannot override a customs authority, guarantee release, alter declared information improperly, or control the time required for government or carrier review.
4
Destination Identification Requirements
Some countries require local identification before import clearance.
Depending on the destination, the recipient may be asked for a national identification number, tax number, customs registration, or Know Your Customer documentation.
Brazil
CPF or CNPJ may be requested.
CPF or CNPJ may be requested.
India
PAN, KYC, or other accepted identification may be requested.
PAN, KYC, or other accepted identification may be requested.
Türkiye
National or tax identification may be requested.
National or tax identification may be requested.
Chile
Local tax or recipient identification may be requested.
Local tax or recipient identification may be requested.
Argentina
Local tax or recipient identification may be requested.
Local tax or recipient identification may be requested.
Colombia
Local tax or recipient identification may be requested.
Local tax or recipient identification may be requested.
This list is illustrative rather than exhaustive. Requirements vary by destination, carrier, product category, and shipment value and may change without notice.
5
Regional Logistics Notes
Government agencies and postal systems apply their own clearance rules.
Canada
Inbound shipments may be reviewed by the Canada Border Services Agency. The postal operator or courier cannot waive government requirements or guarantee release timing.
United Kingdom
International mail and courier shipments may be routed through major distribution and customs facilities. High volume, documentation review, or tax processing can extend clearance time.
Australia
Imports may be reviewed by Australian border and biosecurity authorities. Higher-value or regulated shipments may require additional declarations or documentation.
Other Destinations
Each destination maintains its own thresholds, prohibited or restricted goods rules, identification requirements, and clearance procedures.
6
Refused, Unclaimed or Unpaid-Duty Parcels
Failure to act may create additional non-recoverable costs.
A parcel may be returned, held in carrier or bonded storage, abandoned, disposed of, or destroyed when:
- Required duties, taxes, brokerage, or handling fees are not paid
- Requested identification or documents are not supplied
- The recipient refuses delivery
- The parcel is not collected within the carrier’s holding period
- The item cannot legally be imported or returned
Original shipping, return transportation, customs, brokerage, storage, handling, disposal, reprocessing, and administrative costs may be deducted from any eligible refund. If return is not possible, the order may not qualify for a refund. Non-returnable items remain subject to the Returns & Exchanges Framework .
7
External Disruptions
Customs and transit times may be affected by events outside our control.
- Severe weather or natural disasters
- Postal, customs, or carrier labour disruption
- Airport, port, road, or border congestion
- System, power, or communications outages
- Regional conflict or government restrictions
- Infrastructure damage or route closure
- Major holiday and promotional-volume surges
- Public-health or emergency measures
Delivery and clearance estimates are not guaranteed appointments. Tracking normally resumes after the parcel reaches the next processing or scan point.
Need Help With a Customs Hold?
Contact the carrier first to identify the exact requirement. When seller documents are needed, send us your order number, tracking number, and the carrier’s complete message through one official support channel.