When an object crosses a customs zone, it’s normal for it to undergo checks. If your object is delayed at customs, it usually means the shipment requires additional checks, missing information needs to be provided or import duties must be settled before it can continue its journey. The points below explain what may be happening and what you can do as a buyer.

Contact the seller first

The shipping company typically communicates only with the sender of the parcel. If you observe your object is stuck at customs, inform the seller that the tracking shows a customs delay - they can confirm whether all required documents were provided (eg. invoice, CN22 form). The seller can contact the shipping company to request clarification or resend missing paperwork.

As a buyer, you cannot verify customs paperwork directly, but the seller can check this with the shipping company.

Check with the shipping company

If the seller confirms the shipment should be in order:

• Contact the shipping company using the tracking code to ask whether customs is awaiting anything from you
• Ensure the parcel is genuinely held at customs, as scans may update slowly or appear out of sequence
  
  

Check if customs duties or taxes are due

In many countries, customs will not release a shipment until any import taxes are paid. Shipping companies usually notify buyers directly via email, SMS or a tracking update if taxes are outstanding. If you have not received a notification, you can check this on the shipping company’s tracking page or by contacting them. If duties are required, the shipping company will explain how to pay them so the shipment can be released

Buyers cannot proactively see duties in advance, but will be informed by the shipping company when payment is needed.

Ensure all paperwork is complete

Paperwork issues are one of the most common reasons for customs delays. 

• Missing or incorrect documentation can only be corrected by the seller or shipping company
• As a buyer, you can check the tracking page for messages such as “awaiting documentation” or “invoice required”
• If such a message appears, notify the seller so they can provide or correct the documents

Allow extra time for customs processing

Some customs checks are routine and cannot be sped up. Processing times depend on the destination country and shipping method. Postal shipments often experience longer customs handling times. Tracking may update slowly or show gaps while customs works through the inspection.

In most cases, the shipment is released once taxes are paid and documents are confirmed. If the delay becomes unusually long or unclear, contact the seller so they can follow up with the shipping company and ensure customs receives what it needs.