If your package has been stuck in customs for more than a week, you're not alone — customs delays are one of the most common and frustrating parts of international shipping. Unlike a carrier delay, customs holds involve government agencies and legal processes that neither you nor the carrier can simply override.
That said, many customs delays are caused by fixable issues: unpaid duties, missing documentation, or a misdeclared value. Knowing what's causing the hold and taking the right action can significantly speed up release.
Here's why packages get stuck in customs, how long clearance should actually take, and exactly what you can do to get your package released.
What It Means
A package stuck in customs means it's being held by government customs authorities in either the origin or destination country, pending review, inspection, or resolution of an outstanding requirement.
Customs holds are different from carrier delays: The carrier (DHL, FedEx, UPS, USPS) cannot release your package — only customs authorities can do that. The carrier is essentially waiting alongside you.
Tracking events you might see during a customs hold:
- DHL Customs Status Updated
- DHL Shipment is Undergoing Security Inspection
- DHL Shipment is on Hold
- USPS "Inbound into Customs" or "Customs Clearance"
- FedEx "International shipment release — Import"
- UPS "Package held for clearance"
Normal customs timeframes:
| Country | Typical clearance time | |---|---| | USA | 1–5 business days | | UK | 2–5 business days | | EU countries | 1–7 business days | | Australia | 3–7 business days | | Brazil | 7–30+ days (notoriously long) | | Russia/CIS | 7–21 days | | Middle East | 5–14 days |
Why It Happens
1. Unpaid import duties or VAT This is the most common and easily fixable cause. Customs has assessed a duty or VAT charge on your package and is waiting for payment before releasing it. DHL, FedEx, or your local postal service will typically notify you with an invoice.
2. Missing or incomplete documentation The customs declaration (CN22/CN23), commercial invoice, or import documentation is incomplete or missing. Common missing items include:
- Certificate of origin
- Import license (for regulated goods)
- Detailed commercial invoice with accurate HS codes
- Proof of value
3. Misdeclared contents or value If the declared contents or value don't match what customs scanning suggests is inside, customs will hold the package for physical inspection and verification. This may lead to a revised duty assessment.
4. Regulated or restricted goods Certain categories of goods face extra scrutiny: electronics, food, supplements, pharmaceuticals, chemicals, textiles, and goods from specific countries. These may require import licenses or specialist clearance.
5. Random inspection Customs agencies randomly select a percentage of all shipments for physical inspection. This is routine and doesn't imply wrongdoing — but it does add time.
6. Country-specific backlogs Some countries (notably Brazil, Russia, Indonesia) have notoriously slow customs processes. Long delays are normal and largely outside your control.
See our guides on DHL Clearance Processing Complete and DHL Customs Status Updated for carrier-specific customs events.
How Long It Lasts
What's normal vs. what's a problem:
- 1–5 business days: Standard for most developed countries — completely normal
- 5–10 business days: Longer but still common, especially for physical inspections
- 10–20 business days: Concerning — check for outstanding duties or documentation requests
- 20+ business days: Significant delay — likely an outstanding requirement or complex regulatory review
- 30+ business days: File a formal inquiry with the carrier and consider engaging a customs broker
The package will not move until the hold is resolved. If there's an unpaid duty or missing document, the clock doesn't reset — the package simply waits until the requirement is met.
Note on specific countries: For destinations like Brazil, India, or Russia, waits of 2–4 weeks can be entirely routine due to bureaucratic processes. Check country-specific customs guidance before assuming something is wrong.
Should You Be Concerned?
After 10 business days, proactive investigation is warranted. After 20+ business days, you should be actively working to resolve the situation.
Don't be alarmed if:
- It's been 5–7 business days in a country known for slower processing
- The carrier tracking shows customs processing events regularly — this means active processing
- You've recently paid a duty invoice and are waiting for release
Act immediately if:
- You received a duty payment notice and haven't paid yet — every day of non-payment is a day the package stays held
- The carrier or customs has contacted you requesting documentation — delays in response extend the hold
- It's been 15+ business days with no explanation or contact
- The package contains perishable goods or time-sensitive items
Key question to ask: Has the carrier or customs notified you of anything? Check your email (including spam) and any missed calls. Many customs holds are simply waiting for a response that was never received.
What You Can Do
Step 1: Check for outstanding duty or documentation requests Check your email for any notification from the carrier or customs authority. Pay any outstanding duties immediately using the carrier's invoicing portal:
Step 2: Contact the carrier's customs team Calling the carrier's standard customer service often isn't enough — ask specifically to speak with the customs or brokerage team:
- DHL Brokerage: 1-800-225-5345 → ask for customs/brokerage
- FedEx Customs: 1-800-463-3339 → ask for customs/brokerage
- UPS Brokerage: 1-800-742-5877 → ask for brokerage services
Step 3: Contact the shipper If documentation is required, the shipper likely needs to provide it (commercial invoice, certificates). Contact the retailer immediately and explain what's needed.
Step 4: Consider a customs broker For high-value, commercial, or complex shipments, a licensed customs broker can intervene directly with customs authorities and resolve holds faster. Most carriers have in-house brokerage services.
Step 5: Check your country's customs portal Many countries have online portals where you can check the status of held shipments:
When to Contact the Carrier
Contact the carrier's customs team at 10 business days with no resolution or communication.
Carrier customs contacts:
- DHL: 1-800-225-5345 → dhl.com/customs
- FedEx: 1-800-463-3339 → fedex.com/customs
- UPS: 1-800-742-5877 → ups.com/brokerage
- USPS International: 1-800-275-8777
Related guides: