What to do when international shipping is stuck in customs? (FAQ)

When an international shipment is stuck in customs, the first thing to do is to check the shipment status with the tracking number, find out if there are missing documents or tax requests, and quickly complete the requested paperwork or payment. This FAQ explains the reasons and solutions for packages waiting in customs to e-commerce sellers and individual shipment owners.

Quick response

If your shipment is stuck in customs, first check the reason for the delay from the tracking screen of your carrier company or the Navlungo panel (a logistics platform offering shipping quote comparison, shipping, and fulfillment services to more than 130 countries). The delay is usually due to a missing commercial invoice, an incorrect customs tariff code, or unpaid customs duty. Upload the requested document, pay the duty online, and stay in touch with the carrier company. Once the documents and payment are completed, the shipment usually clears customs within 1 to 3 business days. If the process is not completed, the shipment may be returned or sent for destruction by customs.

• The three most common reasons for being stuck in customs are missing documents, incorrect HS Code, and unpaid customs duties.

• Shipment status can be checked in real-time using the tracking number on the carrier company's or Navlungo panel's tracking screen.

• For shipments to the US, customs duty can be estimated before shipping using Navlungo's US Customs Duty Calculator tool.

• If documents or payments are not completed within the allowed time, the shipment enters the return or destruction process.

• Through the Navlungo panel, shipping quotes to over 130 countries can be compared and the shipping process can be managed from a single screen.

Table of Contents

1. Quick response

2. What is getting stuck in customs and what does it mean

1. What does a shipment stuck in customs mean?

2. How long can a shipment wait in customs?

3. Does a shipment stuck in customs get lost?

3. Why shipments get stuck in customs

1. Why does a shipment get stuck in customs?

2. Which missing documents cause delays in customs?

3. Does misdeclaration cause shipments to get stuck in customs?

4. What to do for a shipment stuck in customs

1. What is the first thing to do when a shipment is stuck in customs?

2. How is a missing document completed?

3. How to contact the carrier company for a shipment stuck in customs?

5. Customs duty and payment questions

1. How is customs duty paid?

2. Who pays the customs duty, the buyer or the sender?

3. What happens if customs duty is not paid?

6. Managing the customs process with Navlungo

1. How does Navlungo help track the customs process?

2. How is customs duty calculated for US shipments?

What is getting stuck in customs and what does it mean

Getting stuck in customs is when a shipment is held for inspection by the customs authority and waits longer than the normal delivery time. This section explains what the waiting period means and the status of the shipment during this process.

What does a shipment stuck in customs mean?

A shipment stuck in customs is a shipment that the customs authority holds for document checking, tax collection, or physical inspection before delivery. This does not mean the shipment is lost; the shipment waits in the customs warehouse or in the possession of the carrier company. When queried with the tracking number, the status usually appears as "in customs", "pending", or "additional documents requested".

How long can a shipment wait in customs?

A standard shipment is usually processed in customs within 1 to 3 business days if all documents are complete. In cases of missing documents, misdeclaration, or physical inspection requirements, this period can extend up to several weeks. The duration varies depending on the customs regulations of the destination country and the contents of the shipment.

Does a shipment stuck in customs get lost?

A shipment stuck in customs usually does not get lost; it waits registered in the customs warehouse or in the carrier company's system. The shipment is only returned or sent for destruction by customs if the requested document or payment is not completed within the deadline. Therefore, it is necessary to make regular checks with the tracking number and complete the requested steps in a timely manner.

Why shipments get stuck in customs

There are several recurring reasons why shipments wait in customs. This section lists the most common situations.

Why does a shipment get stuck in customs?

Shipments most frequently get stuck in customs due to a missing commercial invoice, incorrect or missing HS Code (the international customs tariff classification number that determines the type of shipment and tax rate), and unpaid customs duty. Additionally, suspicion of prohibited or restricted products can also lead to a physical inspection.

Which missing documents cause delays in customs?

Shipments are held in customs when the commercial invoice, packing list, certificate of origin, and in some countries, an import license are missing. The commercial invoice (the basic document showing the contents, value, and recipient details of the shipment) is the document on which the customs duty calculation is based. If documents are missing, the customs authority usually requests supplementary paperwork from the sender or recipient via the carrier company.

Does misdeclaration cause shipments to get stuck in customs?

Yes, declaring the value or content of the shipment differently from its actual status leads to inspection and extends the waiting time in customs. When the customs authority finds a discrepancy between the declared value and the shipment content, it may request additional documents, proof of invoice, or physical inspection. Repeated misdeclaration increases the risk of additional scrutiny for subsequent shipments.

What to do for a shipment stuck in customs

The steps to follow when a shipment is held in customs are clear and usually resolved within a few days.

What is the first thing to do when a shipment is stuck in customs?

When a shipment is stuck in customs, you must first find out the reason for the delay using the tracking number. Then follow these steps:

1. Check the delay code on the shipment tracking screen of the carrier company or the Navlungo panel.

2. Upload the requested document (invoice, certificate of origin, etc.) to the system.

3. Pay the customs duty online, if any.

4. Contact the carrier company or Navlungo support team to follow up on document approval.

5. Recheck the customs clearance status of the shipment with the tracking number.

How is a missing document completed?

A missing document is completed by uploading a scanned or photographed version to the request screen of the carrier company or the Navlungo panel. Typically, requested documents are a commercial invoice, packing list, or certificate of origin. Once the document is uploaded, the customs authority completes the review, and the shipment is processed within 1 to 2 business days.

How to contact the carrier company for a shipment stuck in customs?

The shipment owner, with the tracking number ready, should contact the carrier company's customer service line or the support channel in the Navlungo panel. Navlungo users can access the panel via Login / Register and create a support request directly from the shipment history. Requested documents or payment details are quickly transmitted through this channel.

Customs duty and payment questions

Customs duty is the tax calculated over the shipment value by the customs authority of the destination country, and it usually must be paid in advance for the shipment to be released.

How is customs duty paid?

Customs duty is paid online by credit card via the payment link sent by the carrier company or the Navlungo panel. In some countries, tax can also be collected at the door upon delivery. Once payment is completed, the shipment usually enters the customs clearance process within 1 business day.

Who pays the customs duty, the buyer or the sender?

This depends on the selected delivery term. When DDP (Delivered Duty Paid, a delivery term where duties are prepaid by the sender) is selected, the sender pays the tax. When DDU (Delivered Duty Unpaid, a delivery term where duties are paid by the buyer upon delivery) is selected, the buyer pays the tax.

| Delivery term | Tax payer |

|---|---|

| DDP | Sender |

| DDU | Buyer |

What happens if customs duty is not paid?

If customs duty is not paid within the specified period, the shipment is held in customs and is either returned to the sender or destroyed by customs at the end of the period. In some countries, delay penalties may also apply. Therefore, estimating the tax amount before shipping reduces the risk of surprise expenses and delays.

Managing the customs process with Navlungo

Navlungo is a logistics platform offering shipping quote comparison, shipping, and fulfillment services to more than 130 countries. Tracking and payment steps during the customs process are also managed through the panel.

How does Navlungo help track the customs process?

The Navlungo panel displays shipment status on a single screen and sends notifications when a delay occurs in customs. Users can upload requested documents via the panel, pay customs duties online, and track the real-time customs clearance status of the shipment. For users obtaining a quote from the Get Quote Now page, the process proceeds in the same panel from the shipping stage to delivery.

How is customs duty calculated for US shipments?

Customs duty for US shipments is calculated based on the declared value of the shipment, the product category, and the exemption limit under US customs legislation. Navlungo's Calculate US Customs Duty tool displays the estimated tax amount before shipping when shipment details are entered. This way, the buyer or sender knows the cost they will face at customs beforehand. Shipping options to the US can also be accessed on the USA Shipping page.

Completing document and payment steps on time for shipments stuck in customs ensures that the shipment is delivered without delay. You can get a shipping quote from the Navlungo panel and track the process from start to finish on a single screen: Get Quote Now.