Customs holds and document requests
In short
Customs clearance has no fixed timeline but parcels almost always clear within days. When a carrier or customs office requests documents, reply on your support ticket with exactly what was asked (product link/photo, seller invoice, proof of payment, manufacturer's declaration, ingredient list) before the stated deadline; we submit it.
- Typical triggers: vague description ("accessories"), a product in a regulated category (cosmetics, supplements, electronics needing FCC/CE, children's products under CPSC), value that looks low for the goods, a random inspection.
- Sometimes the recipient must answer (identity or import-licence checks in KSA/UAE/CA). We'll tell you who has to respond and by which channel; a document forwarded by you doesn't always satisfy a request addressed to the recipient.
- Missed deadline → the parcel is returned or destroyed at the carrier's discretion; return costs apply (Returns: costs, what is refunded, EU return labels).
- Ask us to confirm receipt and acceptance — a forwarded document is not a cleared parcel.
- Tracking during a hold: see Tracking hasn't moved for days / held in customs.
Still stuck? Contact our support team.