Why Is My Package Stuck in Customs?
Customs Clearance & Border Processing
What to Do When Your Parcel Is Held at Customs
Customs processing is a normal part of international shipping. Tracking messages such as “Held at Customs,” “Awaiting Clearance,” or “Further Inspection Required” do not necessarily indicate that a parcel has been rejected or lost. This guide explains the most common causes of a hold and the steps to take next.
1
Why Customs May Hold a Parcel
Border authorities may review any international shipment before releasing it into the local delivery network.
Routine Verification
- Review of product contents and declared value
- Confirmation of country of origin or classification
- Random security or regulatory screening
- Product eligibility or restricted-goods review
Action or Information Required
- Payment of import duties, VAT, GST, or local fees
- Missing or incomplete commercial documentation
- Recipient identification or tax-registration details
- Additional product description or proof of purchase
High seasonal volume, labour disruption, carrier backlogs, system outages, severe weather, border restrictions, and other operational conditions may also extend clearance time.
2
Understanding Common Tracking Messages
Customs wording varies by carrier and destination.
Customs Clearance in Progress
The shipment is being reviewed or is waiting in the
clearance queue.
Held by Customs
The shipment may require manual review, documentation,
payment, or further inspection.
Awaiting Payment of Duties
Import charges must usually be paid before the parcel can be
released.
Processing at Customs Facility
The parcel is at a border, postal, courier, or clearance
facility awaiting the next step.
Periodic tracking updates generally indicate that the shipment is still active in the carrier or customs system. A lack of daily scans does not automatically mean the parcel is lost.
3
What You Should Do
Follow these steps before requesting seller intervention.
1
Review the Full Tracking History
Look for requests involving duties, identification, documents, address confirmation, or carrier contact.
2
Contact the Carrier or Customs Broker
Provide the tracking number and ask exactly what is required, who must supply it, and whether a deadline or storage charge applies.
3
Complete Any Required Action Promptly
Pay assessed charges or submit requested identification and documents through the carrier’s authorized channel.
4
Contact Très Elite if Sender Documents Are Needed
Send us your order number, tracking number, and the carrier’s exact written request through our official contact form.
4
How Import Charges May Be Handled
The applicable arrangement depends on the destination, product, carrier, and shipping service.
Charges Collected or Prepaid
For some eligible orders, duties or taxes may be collected at checkout or prepaid through the shipping service. This should be reflected in the relevant checkout, order, or shipping information.
Charges Payable on Arrival
Customs, the postal operator, or the courier may collect duties, VAT, GST, brokerage, advancement, storage, or handling fees before releasing the parcel.
Customs authorities make the final assessment. Additional charges may still be applied even when taxes or duties were expected to be prepaid. Unless expressly confirmed otherwise, destination-imposed charges remain the recipient’s responsibility.
5
How Customs or the Carrier May Contact You
Communication methods vary by destination and delivery network.
Tracking notice
A message or banner may appear on the carrier’s tracking page.
A message or banner may appear on the carrier’s tracking page.
Email or text message
The carrier may request payment, identification, or documents.
The carrier may request payment, identification, or documents.
Postal notice or delivery card
A written notice may be delivered to the recipient’s address.
A written notice may be delivered to the recipient’s address.
Use only the carrier’s official website, telephone number, or payment portal. Be cautious of unsolicited messages requesting payment through unfamiliar links.
6
When Seller Documentation Is Required
We can assist with available sender-side records.
Contact us when the carrier confirms that customs requires a seller-issued document or clarification, such as:
- A commercial invoice or proof of sale
- A clearer product description
- Country-of-origin information where available
- Correction of an identifiable sender-side documentation error
We cannot falsify, undervalue, or improperly alter customs information. We also cannot override a customs authority, guarantee release, or control the time required for government or carrier review.
7
How Long Can Clearance Take?
There is no universal customs-clearance timeline.
Clearance time depends on the destination, port or processing facility, shipment type, product category, document completeness, inspection requirements, assessed charges, recipient response time, and current workload.
Routine Clearance
Some parcels are released within hours or several business days when no additional action is required.
Extended Clearance
Manual inspection, missing documents, unpaid charges, peak volume, restricted products, or complex compliance review may extend the process considerably.
The absence of a seizure, rejection, return, or disposal notice does not guarantee immediate release, but it generally means the shipment remains under review or awaiting action.
8
Refusing Customs Charges
Review the consequences before declining payment.
If duties, taxes, or carrier fees are refused or remain unpaid, the parcel may be returned, held in storage, abandoned, disposed of, or destroyed when return is not permitted or economically practical.
Original shipping, return transportation, brokerage, customs, storage, handling, disposal, reprocessing, and administrative costs may be deducted from any eligible refund. If the parcel cannot be returned, the order may not qualify for a refund. Review the Returns & Exchanges Framework before refusing delivery or import charges.
9
Regional Clearance Notes
Government agencies and carriers apply destination-specific rules.
Canada
Inbound parcels may be reviewed by the Canada Border Services Agency. Canada Post or the courier may collect assessed taxes, duties, and handling charges before delivery.
United Kingdom
International parcels may pass through major postal or courier clearance facilities. Volume, tax assessment, security review, or document verification may extend processing time.
These examples are general only. The applicable customs authority, carrier, and current regulations determine the final process.
Need Help With a Customs Hold?
Contact the carrier first to identify the exact requirement. When seller documentation is needed, send us your order number, tracking number, and the carrier’s complete written message through one official support channel.