If your package is stuck in customs, it means it’s temporarily being held by customs authorities in the destination country. This is usually due to paperwork, duties, or item restrictions. While it’s frustrating, it’s a common part of international shipping and we’re here to help you understand what’s going on.
🛑 Why is my package being held?
Here are the most common reasons:
Missing or incorrect paperwork
Customs requires additional documentation - while we include all required docs, there might be times when customs requires some additional information.Unpaid duties and taxes
Many countries charge import fees. The shipper will usually reach out to you to pay the customs duties and taxes and fees. If these are not paid or the declared value triggers additional charges, customs will hold the item until payment is received.Prohibited or restricted items
While we take care to not ship anything that might get held at customs, customs might still hold your package if they are not entirely certain for an investigation.Additional verification needed
Customs may request more details about the item’s contents, purpose, or value before clearing it.
📦 What happens while it’s held?
The package remains in customs custody until released
The shipping carrier or customs office will reach out to YOU to request payment or documentation
Delays can range from a few days to several weeks, depending on the country and situation
Fines or penalties may be assessed if local requirements aren’t met
✅ What can we do to help resolve it?
Check tracking status through your USGM dashboard for carrier updates
Contact the shipping carrier (FedEx, DHL, UPS, USPS) for customs-specific instructions
Gather and verify your documents—invoices, item details, declared value and resend to customs.
🕐 Final Tip: Be Patient
Customs processing times vary by country and can be unpredictable. While delays are frustrating, most shipments are eventually released once the issue is resolved.
Still need help? Contact our support team and we’ll assist however we can, even though the final release is handled by customs in the receiving country.