is my parcel stuck in transit?

Why Is My Package Stuck in Customs?

Customs processing is a standard part of international shipping.
A status such as “Held at Customs,” “Awaiting Clearance,” or “Further Inspection Required” does not necessarily mean something is wrong.

Below are the most common reasons your parcel may appear delayed.

Why Customs Holds a Parcel

Customs may hold a shipment for any of the following routine or regulatory reasons:

Verification of contents and declared value
Unpaid duties, VAT, or import taxes
Missing, incomplete, or incorrect paperwork
High-volume periods (holidays, strikes, global disruptions)
Restricted or controlled items
Random inspection for security or compliance

In most cases, parcels are released automatically once customs completes their review or once any outstanding fees are paid.

What You Should Do

1. Check Your Tracking Details

Look for terms such as:

Customs clearance in progress
Held by customs
Awaiting payment of duties
Processing at customs facility

If tracking continues to update periodically, your parcel is still moving through the clearance process.

2. Contact the Carrier (Postal Service or Courier)

Provide your tracking number and ask:

Whether customs inspection is still in progress
Whether additional information is required
Whether duties or taxes are outstanding

Postal carriers (Canada Post, Royal Mail, USPS, etc.) may also send:

A postcard
SMS
Email
Online notice

for duty/tax payments.

3. Check for Unpaid Duties or Taxes

Many countries require tax or duty payment before release.

DDP (duties paid in advance): No additional charges should be due.
DDU/DAP (duties unpaid): Customs or the carrier will request payment before delivery.

If duties remain unpaid, customs will not release the parcel.

4. Contact the Seller if Documentation Is Missing

If the carrier tells you that:

The invoice is missing
Customs needs clarification
The declaration needs correction

contact us — only the sender can provide or amend official customs documents.

5. Be Patient During High-Traffic Periods

Clearance can take:

Hours to several days during normal volume
Longer during holidays, travel peaks, or global disruptions

As long as there is no notice of seizure, return, or destruction, the parcel is simply in queue — not lost.

Country-Specific Notes

Canada – CBSA Customs Delays

All incoming parcels are processed by CBSA (Canada Border Services Agency).

CBSA may:

Release the parcel immediately
Assess duties or taxes
Request additional documentation
Reject prohibited or mis-declared items

Delays depend on:

Port-of-entry volume
Staffing levels
Whether the parcel was selected for inspection

If duties/taxes are owed, Canada Post or the courier will notify you before delivery.

United Kingdom – Langley HWDC Delays

Most international mail enters the UK via Langley HWDC (Heathrow Worldwide Distribution Centre).

Typical reasons for delays:

Seasonal or high-volume periods
Customs calculating VAT or duties
Document review
Security or compliance checks

Parcels are usually released automatically once processing is complete.
If taxes or handling fees are due, Royal Mail or the courier will contact you.

Who to Contact About a Customs Delay

First: Your Carrier

They have the most accurate, real-time information about customs status, required documents, and any fees due.

Second: The Seller (If Carrier Says Documents Are Missing)

Only the sender can correct:

Commercial invoices
Customs declarations
Value or description discrepancies

Please have your tracking number ready when contacting either party.

Possible Fees When a Parcel Is Held

Depending on the region, you may see:

Import duties or taxes (duty, VAT, GST, etc.)
Customs clearance/processing fees
“Advancement fees” (when the carrier pays duties for you first)
Storage or bonded warehouse fees (rare)

Where possible, we ship VAT/Duties Prepaid (DDP) to reduce surprise charges.
However, local customs always has the final authority.

Can I Refuse to Pay Customs Fees?

Yes — but please consider the consequences:

Parcel may be returned to sender, often with return and handling fees
Parcel may be destroyed if return is not permitted or not cost-effective
Carrier may charge the sender for return and customs processing

If unsure, consult your carrier or local customs office before refusing payment.

How Long Can Customs Hold a Parcel?

There is no universal time limit.
Clearance depends on:

Whether paperwork is complete
Whether duties/taxes are paid promptly
Customs workload
Type of carrier (postal, express, freight)
Whether inspection is required

Typical holds: 2–14 days
Peak or complex cases: Longer

Summary: What You Can Do

If your tracking shows “Held at Customs”:

Review tracking for fees or document notes
Contact the carrier for clarification
Pay any outstanding duties/taxes
Contact the seller if customs requests documents
Allow extra time during peak or high-volume periods

If you need assistance after contacting the carrier:

Our support team is here to help — please message us via live chat or our contact form.