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Customs

Customs hold: why it happens and how it is resolved

A customs hold is the detention of a parcel during clearance until an observation is resolved: incomplete buyer data, a doubtful declared value, a regulated product or unpaid tax.

The most frequent causes in e-commerce are three: the buyer's ID number is missing, the declared value does not match the invoice, or the product needs a permit (cosmetics, food, electronics with batteries).

The hold is resolved by providing what is missing. If it is not resolved within the deadline each customs sets, the parcel is returned to origin or abandoned.

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How Customs hold works in our operation

MailAmericas manages holds at destination: it contacts the buyer or the seller depending on what is missing, files the documentation and releases the parcel. The "held at customs" status shows in the tracking with the reason and what needs to be done.

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Frequently asked question

What do I do if my parcel is held at customs?

Check the reason in the tracking. If buyer data is missing, MailAmericas contacts them. If product documentation is missing, the seller provides it and MailAmericas files it.

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