My Order Is Stuck in Customs — What Should I Do? – Mezel Mods

International Shipping Support Guide

International shipments sometimes pause in customs while local authorities verify paperwork or collect import taxes. This is normal for cross-border shipments and usually resolved quickly once the required information or payment is provided.

Below are the steps you should follow if a package appears stuck in customs.

Why is my package held in customs?

Common reasons include:

• Import duties or VAT need to be paid
• Customs needs identity or tax information from the recipient
• Proof of purchase or invoice requested
• Shipment inspection or processing backlog
• Missing or incomplete documentation

In most cases, customs is waiting on action from the recipient.

How do I know my shipment is in customs?

Tracking may show messages such as:

• Held in customs
• Awaiting customs clearance
• Import processing
• Awaiting payment of duties/taxes
• Clearance delay
• Recipient contacted

Sometimes notifications go to spam folders, so please check email carefully.

What should I do first?

Check tracking details carefully
Use the tracking link number in your shipping confirmation and track via the parcels app.com
Check email and phone messages
The local carrier or customs office may have contacted you.
Contact the local carrier directly
Call or email the carrier handling delivery in your country and provide your tracking number.

What information might customs request?

Depending on country, customs may ask for:

• Proof of purchase or invoice
• Description of goods
• Personal tax ID number or identification number
• Confirmation goods are for personal use
• Payment of duties or VAT

Providing this quickly speeds up release.

Do I have to pay customs fees?

Import duties, VAT, or brokerage fees are determined by your country’s customs authority and are not included in product or shipping charges unless explicitly stated at checkout.

Customers are responsible for any import fees required for delivery.

How long will customs clearance take?

Typical timelines:

• Documentation or payment issue: 2–5 business days
• Processing backlog: 3–7 business days
• Inspection delays: up to 14+ days

Delays beyond two weeks usually require contacting the carrier.

Can you contact customs for me?

Only the recipient can usually provide the required identity information or pay local taxes. For this reason, customs and carriers typically require communication directly with the recipient.

We are happy to provide invoices or shipment details if needed.

What if I don’t respond to customs?

If customs cannot reach the recipient or payment is not made, the shipment may eventually be:

• Returned to sender, or
• Abandoned or destroyed per local customs rules

Return shipping fees and lost shipments due to non-response are not refundable.

Need help?

If customs requests documentation and you need assistance, please contact our support team and include:

• Order number
• Tracking number
• Information customs is requesting

We are happy to help.

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