Tracking hasn't moved for days / held in customs
In short
Pauses of 2–5 business days are usually line-haul consolidation, a carrier hand-over, or customs clearance. Our system flags any shipment with no movement for 5 business days or past its ETA and opens a carrier investigation automatically; you can also email cs@teleship.com with the TS number at any time.
What we do: escalate to the line-haul or last-mile partner the same day, chase until answered, update your ticket. Customs holds have no firm timeline but almost always clear within days; we can't speed customs but we make sure nothing is missing on our side (Customs holds and document requests).
What to tell your customer: "Your parcel is in transit/held for customs clearance and delivery will proceed as soon as it is released. We're monitoring it with the carrier." Don't promise a date.
Outcomes: the parcel moves (most cases); the carrier can't locate it → we declare it lost and open the claim for you (What Teleship covers: lost, damaged, missing contents, misdelivery); or a return is initiated.
"Label created" for more than 48 h: either the parcel hasn't left you, or Royal Mail missed the acceptance scan. Confirm it was handed over (receipt / collection manifest) and tell us; a missed first scan usually catches up at the hub within 2–3 days.
Still stuck? Contact our support team.