If you find your package is “stuck at customs” while tracking an international express delivery, don’t panic—customs holdups are often related to the declared information, cargo attributes, and customs clearance documents. With targeted solutions, clearance can usually be achieved.
In this article, Weefreight will share step-by-step tracking and resolution techniques to help you quickly overcome customs holdups.
Step 1: Pinpoint the reason for the holdup; don’t just focus on “customs detention.”
If your package displays a status like “clearing customs,” “customs inspection,” or “detention pending,” first verify the specific reason through tracking information and proactively inquire to avoid blindly contacting the courier.
Check the “Detailed Status” on the tracking details page:
Tracking information from premium courier channels (such as DHL, FedEx, and UPS) will indicate holdup details, such as:
If it displays “Declared Value Does Not Match Goods” or “Waiting for Additional Declaration Documents,” it’s likely due to a declaration issue (such as under-declaration or unclear product name);
If it displays “Goods Requires Further Inspection” or “Waiting for Customs Review,” it could be a random inspection (with a probability of approximately 5%-10%) or the goods contain sensitive components (such as suspected infringing or non-compliant electronic products);
If it displays “Waiting for Recipient to Pay Duty,” it means customs has levied import duties on the goods, and the recipient is required to pay the additional duties;
If it displays “Missing Documents,” customs clearance documents such as the Certificate of Origin or Health Certificate (for food/cosmetics) may be missing.
Contact the courier/freight forwarder directly and request a “Customs Receipt”:
If the tracking information is unclear (e.g., it only shows “Customs Detention”), immediately contact the shipping courier or freight forwarder and request a “Specific Receipt of Customs Detention” (some countries’ customs offices will issue a written notice, such as the US CBP “Detention Notice” and the EU “Customs Clearance Supplementary Documentation Notice”).
Tip: Freight forwarders are more responsive than official customer service. If shipping through a third-party freight forwarder, have the freight forwarder contact the local customs clearance agent directly (they have internal communication channels with customs and can find more detailed reasons, such as “a product’s ingredients are not labeled”).
Step 2: Address the detention reason specifically, addressing each scenario separately.
The solutions to different reasons vary greatly. Blindly submitting additional documents or filing a complaint may actually delay delivery. Here are strategies for four common situations:
Scenario 1: Declaration Issues (Most Common! Accounting for over 60% of Customs Detentions)
Typical Cases: Underdeclaration (declared value far below market price), incorrect product name (e.g., “Bluetooth Headphones” instead of “Ordinary Headphones”), and omissions (e.g., a package containing three items but only two declared).
Solution:
“Supplement/Correct Declaration” as per customs requirements:
If customs clearly states “re-declaration is required,” adjust the declared information as required—for example, if underdeclared, provide authentic purchase invoices (electronic copies are sufficient). After corrections, upload the information to customs via the courier (do not send it by email yourself; courier companies have dedicated declaration channels and are more efficient).
If you are deemed “suspected of under-declaration,” you can appeal:
If the purchase is truly for personal use (not for sale), provide purchase records (such as e-commerce order screenshots) and a description of the intended use (e.g., “books for international students’ personal use”). Customs in some countries (such as Germany and Japan) accept a “Personal Use Declaration,” stating “non-commercial use, no profit intent,” which can reduce the likelihood of a penalty.
Scenario 2: Additional taxes/fees required (the second most common, accounting for approximately 20%)
Typical situations: Goods exceed the “duty-free allowance” (e.g., personal use exceeding €150 in the EU and $800 in the US), resulting in unpaid customs duties/VAT.
Solution:
Confirm the tax amount and payment method:
Couriers typically send a “Tax Payment Notice” via email or SMS with a payment link (such as DHL’s “Tax & Duty Payment Portal” or UPS’s “Clearance Payment” page). You can pay directly online (credit cards and local payment methods are accepted. Don’t delay—some countries will charge a late payment fee if payment is delayed more than three days).
If the recipient is unable to pay, the sender can pay on their behalf:
Contact the courier’s customer service, specify “sender pays taxes on their behalf,” and provide your payment account information. Some delivery channels support “taxes paid on delivery to prepaid” (this may incur a 10%-15% handling fee, but it can prevent delays due to the recipient’s lack of knowledge).
Scenario 3: The goods are “sensitive/restricted” and require additional compliance documents.
Typical scenarios: Goods contain sensitive ingredients (e.g., cosmetics containing alcohol, food without Chinese labels), require certification (e.g., electronics lacking FCC certification, children’s toys lacking CE certification), or are suspected of infringement (e.g., counterfeit bags, unauthorized branded goods).
Solution:
If the goods are “compliant sensitive goods” (e.g., legitimate cosmetics, certified electronics):
Submit the required documents according to customs requirements—for example, a “Certificate of Origin + Health Certificate” for food, an “Ingredient Test Report” for cosmetics, and an “FCC/CE Certification” for electronics (request these in advance from the brand or supplier; electronic, stamped copies are generally valid). Submit the documents to customs via the courier and they will be reviewed within 1-3 days.
If it’s a “suspected infringing/prohibited item” (such as counterfeit brands or unregistered drugs):
Proceed with caution! If it’s genuine but lacks a written authorization, you can provide a “Sales Authorization Letter” from the brand. If it’s confirmed to be a prohibited item (such as meat products or e-cigarettes, which are banned in some countries), you may need to “return” or “destroy” the item. Returning the item requires round-trip shipping (approximately 80% of the original cost), but it reduces fines. We recommend returning the item first. (If customs determines it’s “illegally imported,” you may be fined and have the item confiscated.)
Scenario 4: Random Inspection/Process Delays (Don’t Be Overly Panic)
Typical Situation: No clear reason, simply displays “routine customs inspection” (customs may randomly inspect packages, especially during peak season or for high-value goods).
Solution:
First, “wait”: Standard spot checks are usually completed within 1-3 days (mainstream European and American countries are more efficient, while smaller countries may take 3-7 days). No active action is required; refresh your tracking information daily. If there is no progress after 5 days, contact the courier.
Have the courier “urge customs clearance”: If the delay exceeds 7 days, have the freight forwarder or the courier’s local customs clearance agent submit an “expedited inspection request” to customs (some channels offer expedited services for a fee, such as DHL’s “Clearance Priority Service,” which costs approximately 100-200 yuan per shipment and can shorten the inspection by 2-3 days).
Step 3: If the package is detained for a long time (over 10 days), decisively “cut your losses” or file a complaint.
If, after following the above steps, the package is still detained for more than 10 days (maybe even longer in smaller countries), you need to make a cut-loss decision based on the value of the goods:
Low-value goods (e.g., less than 200 yuan): If customs requires additional tax or return shipping fees close to the value of the goods, you can apply to “abandon the goods” (contact the courier to submit a “waiver statement” to avoid subsequent storage fees. Customs warehouses typically store the goods for free for 7-15 days, but charge a fee of $5-20 per day beyond the expiration date, resulting in increased losses.)
High-value goods: If customs handling is confirmed to be incorrect (e.g., misclassified as sensitive goods), you can entrust a local customs clearance company to file a complaint. Customs clearance companies are familiar with local customs regulations and can submit formal complaint letters (e.g., in the US, you can submit a “Protest Letter” to CBP). Their success rate is over 40% higher than individual complaints. (The fee is approximately 5%-10% of the value of the goods, but the cost can be recovered.)
Key Tip: Avoiding pitfalls beforehand is more important than resolving them afterward.
The key to customs detention lies in “matching goods with declarations + ensuring compliance.” Doing these three things before shipping can reduce the probability of detention by 80%:
Declare “truthfully and in detail”: Don’t write “gift” or “sample” (unless they are genuine). Declare the actual product name (e.g., “cotton T-shirt” instead of just “clothing”). Attach a clear “goods list” (including quantity, unit price, and intended use);
Check “destination country restrictions” in advance: For example, Australia prohibits wooden packaging (fumigation certificates are required) and Canada prohibits e-cigarettes. Before shipping, have the freight forwarder confirm that the goods comply with the destination country’s customs regulations;
Leave “accurate contact information”: Clearly state the recipient’s phone number and email address (customs may contact the recipient directly to provide additional documentation, and incorrect contact information can double the detention time).
In short, having a package stuck at customs is not a serious concern. First, investigate the cause and then provide targeted documentation/communication. In most cases, the problem can be resolved within 3-7 days. If you can’t handle it yourself, don’t hesitate—enlisting a professional freight forwarder or customs clearance company will be much more efficient!
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