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

Why Is My Parcel Stuck in Customs?

Customs checks are a standard part of international shipping. A status such as “Held at customs”, “Processing at customs”, or “Pending clearance” does not automatically mean there is a serious problem.

Common Reasons a Parcel Is Held at Customs

Your shipment may be delayed at customs for one or more of the following reasons:

Routine inspection to verify contents and declared value
Unpaid duties, VAT, or taxes above your country’s duty-free threshold
Missing or incorrect documents, such as:
- Commercial invoice
- Customs declaration (CN22/CN23)
- ID / tax number (CPF, TR-ID, PAN, etc., depending on country)
Random security or compliance checks
Restricted or prohibited items in the shipment
High-volume periods (holidays, strikes, global events, natural disasters)

In most cases, the parcel is released automatically once customs has completed its review and any required fees have been paid.

What Should I Do If My Parcel Seems Stuck in Customs?

1. Check the Tracking Status

First, review your tracking information carefully. Look for messages such as:

“Customs clearance in progress”
“Held at customs”
“Awaiting payment of duties/taxes”
“Awaiting recipient information”

Short pauses in tracking—especially for Economy services or during peak seasons—are usually normal.

2. Check for Unpaid Duties, VAT, or Fees

Many countries hold parcels until all applicable import charges are paid.

If your order was shipped DDP (Delivered Duty Paid), most or all taxes may already be covered, though local authorities can still apply extra fees in rare cases.
If your order was shipped DDU / DAP (Duties Unpaid), customs or the carrier will usually contact you (letter, email, SMS, or online portal) to request payment.

Paying any outstanding fees promptly typically speeds up release.

3. Contact the Carrier (Courier / Postal Service)

If tracking has not changed for several days and specifically references customs, contact the carrier directly (e.g. Canada Post, USPS, Royal Mail, DHL, FedEx, etc.) and ask:

Is the parcel still under customs review?
Are duties, VAT, or handling fees outstanding?
Are additional documents, IDs, or tax numbers required?

For postal shipments, the carrier may also leave a card or online notice when action or payment is required.

4. Contact the Seller If Documents Are Missing

If the carrier indicates that paperwork is missing or incorrect, please contact the seller (us) with:

Your order number
Full name and address
Tracking number
Screenshot or description of the customs/carrier message

In many cases, only the sender can correct or re-submit the commercial invoice, customs declaration, or supporting documents. We will assist where possible, but customs decisions are ultimately made by your local authorities.

5. Be Patient – Backlogs & Random Checks

Customs clearance times vary:

From a few hours to a few days in normal conditions
Longer during holidays, peak seasons, strikes, or global disruptions

As long as you have not received a notice of:

Seizure
Destruction
“Return to sender”

…your parcel is usually delayed, not lost.

Country Examples (Simplified)

Canada – Parcels in Canada Customs

All incoming parcels are presented to the Canada Border Services Agency (CBSA).
CBSA reviews documents and, where needed, the physical parcel.

Parcels may be:

Released with no charges
Assessed for duty/VAT
Held for inspection

Canada Post and couriers cannot override CBSA decisions.
Once cleared, tracking will update and Canada Post/the courier will deliver or collect payment on delivery (if applicable).

United Kingdom – Parcels in UK Customs / Langley HWDC

Many international parcels pass through Heathrow Worldwide Distribution Centre (HWDC).

Delays may occur due to:

Holiday peaks (Christmas, sale periods)
VAT rule changes
Customs inspections
Reduced air capacity or staffing

“Held in customs” or long stays at Langley HWDC usually mean:

The parcel is in a queue for customs checks, or
VAT/duty calculations are in progress

Once customs clears the parcel and any fees are paid, Royal Mail or the courier will update tracking and attempt delivery.

Australia – Parcels Held by Australian Customs

Parcels are inspected by Australian Border Force and, where relevant, the Department of Agriculture.

Key points:

Parcels valued over AUD 1,000 may require a formal import declaration.
Parcels under the threshold and not of special interest are typically released automatically.
If additional forms, payments, or declarations are required, the carrier or customs will contact you.

DDP vs DDU – Who Pays Customs Fees?

DDP (Delivered Duty Paid)

Some shipments are sent with most duties and taxes pre-paid.
This is often indicated on the label or in your order confirmation.
Customs may still inspect or, in rare cases, apply small additional charges.

DDU / DAP (Delivered Duty Unpaid)

Common for many international shipments.
Import duties, VAT/GST, and any handling or brokerage fees are paid by the recipient.

If these fees are not paid, the parcel may:

Be stored in a bonded warehouse (potential storage fees)
Be returned to sender
Be destroyed by customs if return is not possible or not economical

Please review our Duties & Taxes and Returns policies for details on refunds in cases where parcels are refused for non-payment of customs charges.

Other Reasons Your Parcel May Be Delayed

Delays are not always caused by customs. Other factors include:

Local postal or courier strikes
Severe weather (storms, floods, wildfires, typhoons, etc.)
Road or infrastructure damage
Airport or port congestion
Power or IT outages affecting scans and tracking
Global or regional high-volume periods:
- Lunar New Year
- Christmas
- Black Friday / Cyber Monday
- Ramadan / Eid
- Golden Week, and other major holidays

These are outside our control but can significantly extend delivery times.

Can I Refuse to Pay Customs Fees?

Yes—but there are important consequences:

The parcel may be returned to sender, with return shipping, customs, and handling fees charged.
In some cases, the parcel may be destroyed by customs.

Any eligible refund will be reduced by:

Original shipping cost (including the real cost of “free shipping”)
Return shipping and insurance
Any restocking or customs-related charges

Certain products—especially made-to-order, pre-order, and special/bulk orders—may be non-refundable.
Please consult our Returns & Duties policy for full details.

Summary – What You Can Do

If your tracking shows “Held at customs” or similar:

Check tracking for notes about unpaid fees or missing information.
Contact the carrier with your tracking number.
Pay any required duties/taxes promptly if asked.
Contact us if the carrier indicates missing or incorrect documents.
Be patient if the shipment is in a backlog or undergoing routine checks.

If you still need help after speaking with the carrier and reviewing your tracking:

Please contact us via chat or our contact form with your order number and tracking number.
We will review the situation and assist wherever possible, bearing in mind that final customs decisions rest with your local authorities.