"Customs hold" is the status update that generates the most support tickets we get — mostly because it's genuinely opaque from the outside. Here's what's actually going on.
Why shipments get held
- Incomplete or mismatched paperwork (commercial invoice vs. declared contents)
- Random compliance spot-checks, unrelated to anything you did
- Duties or taxes that haven't been paid or arranged
- Restricted or regulated items requiring extra documentation
How long it usually takes
Most holds clear within 24–72 hours once paperwork is in order. Ones caused by missing documentation take longer, simply because it takes time to get the right paperwork in front of the right desk.
What we do while it's held
Our customs desks work each international crossing directly, so a held shipment isn't just waiting in a queue — someone is actively resolving whatever triggered the hold. You'll see a status update the moment it clears.
If a shipment of yours is showing a customs hold longer than 72 hours, reach out to support with the tracking number and we'll get you a specific answer, not a generic one.