Your tracking shows the package entered customs three weeks ago. Nothing since. No email, no request for documents, no delivery attempt.
Here's what's probably happening — and how to resolve it.
Why Packages Get Stuck in Customs
Documentation issues
The commercial invoice is missing, incomplete, or doesn't match what the shipper declared. Customs needs accurate descriptions, HS codes, and declared values to assess duties. If anything doesn't add up, they hold the package until it does.
Random inspection
Every country's customs authority conducts random physical inspections. These can take 2 days or 3 weeks — there's no way to predict which packages get pulled.
Duties or tax payment required
Your package's declared value exceeds the country's de minimis threshold. Customs is waiting for you to pay before releasing it. This is one of the most common reasons for holds and one of the easiest to resolve.
Restricted or prohibited items
The package contains something that requires a permit, license, or is banned outright. This can end in confiscation.
Declared value mismatch
If customs suspects undervaluation — common with China-origin packages marked "gift" with $1 declared value — they may hold the package for manual review or revaluation.
How Long Can Customs Hold a Package?
- Routine inspection: 2–7 business days
- Documentation issues: As long as it takes you to provide what they need — can be days or weeks
- Duty payment pending: Usually released 1–3 days after you pay
- Serious concerns (prohibited items, investigation): Weeks to months, or permanent seizure
If your package entered customs and there's been no movement for more than two weeks, it's time to take action rather than wait.
What to Do When Your Package Is Stuck
Step 1: Check your email and physical mailbox
Customs offices often send written notices — by email or post — requesting payment or additional documents. These can go to spam or get buried in a mailbox you haven't checked.
Step 2: Contact your country's customs authority
For US-bound packages, this is US Customs and Border Protection (CBP). For other countries, search for your national customs office. Have your tracking number and the shipment details ready when you call.
Step 3: Contact the seller or shipper
They may need to provide customs with additional documentation — a commercial invoice, packing list, or certificate of origin. Sellers who ship internationally regularly usually know this process.
Step 4: Use a customs broker for complex cases
For high-value packages or situations involving restricted items, a licensed customs broker can navigate the process directly. Basic services typically run $50–$200.
What Happens If Customs Seizes Your Package
If customs confiscates your package, you'll receive a seizure notice. Your options from there:
Petition for remission or mitigation — contest the seizure within 30 days by submitting a petition explaining why it was improper. This works for cases where the hold was due to a paperwork error rather than a genuinely prohibited item.
Administrative appeal — if the petition is denied, file a formal administrative appeal.
Abandon the shipment — if the item can't be cleared (actually prohibited), you can abandon the claim and seek a refund from the seller for the item cost.
Note: Customs fees and duties paid before seizure are generally not refunded, even if you don't end up receiving your package.
Is "Lost in Customs" Covered by Shipping Insurance?
Most shipping insurance — from carriers or third-party providers like Shipsurance — does not cover:
- Customs seizure
- Duties and taxes charged
- Loss due to prohibited items
If a package is genuinely lost by customs (different from seized — meaning no record of it being returned or destroyed), some insurers will cover it after a waiting period. Check your specific policy wording.
How to Prevent Customs Problems
- Accurate declarations — describe items honestly; marking electronics as "gift" with $1 declared value to avoid duties is fraud and gets packages held
- Include all required documentation — commercial invoice, packing list, any required permits
- Know your country's thresholds — check the de minimis amount and restricted item list before ordering
- Track from day one — knowing when the package entered customs lets you act quickly if it stalls
Bottom Line
Most packages stuck in customs are waiting for a payment or a document — both fixable if you act. Contact your customs authority directly with the tracking number, and contact the seller in parallel. The longer you wait without doing anything, the more complicated resolution becomes.