What to Do If Your Package Is Stuck in Canadian Customs

Few things are more frustrating than eagerly waiting for a shipment, only to find out it’s stuck in customs. Whether you’re a business importing goods or an individual ordering something from overseas, delays at Canadian customs can be confusing and stressful.

So, what should you do when your package is held up? Don’t panic—there are clear steps you can take to resolve the issue. This guide will walk you through why shipments get stuck, how to check the status, and what actions to take to get your package moving again.

Why Packages Get Stuck in Customs

Before jumping into solutions, it helps to understand why a package might be delayed in the first place. Here are some common reasons:

1. Incomplete or Incorrect Documentation
   Missing or incorrect paperwork—such as invoices, declarations, or permits—can lead to delays while customs sorts things out.
   
   
2. Unpaid Duties and Taxes
   If duties, taxes, or customs fees haven’t been paid, your shipment won’t be released until the outstanding balance is settled.
   
   
3. Restricted or Prohibited Items
   If your package contains restricted goods, customs may hold it until you provide the necessary permits. Prohibited items, however, may be seized or destroyed.
   
   
4. Random Inspections
   The Canada Border Services Agency (CBSA) randomly inspects shipments for security and regulatory reasons, which can slow down processing.
   
   
5. High Volume of Shipments
   During peak times, such as holidays or major shopping events, customs processing can take longer simply due to increased demand.
   
   

Step-by-Step Guide to Getting Your Package Released

If you find out that your shipment is stuck, here’s what you should do:

Step 1: Check the Tracking Information

Start by reviewing your tracking details. Most carriers, including Canada Post, FedEx, UPS, and DHL, will indicate if a package is being held at customs. If the status shows “Customs Hold” or “Clearance Delay,” it’s time to investigate further.

Step 2: Contact the Carrier

The shipping company handling your package often has more details about why it’s delayed. Contact them and ask:

• Why is my package stuck?
• Do I need to provide additional documentation?
• Are there outstanding duties or taxes?

If the carrier doesn’t have a clear answer, it’s time to go directly to CBSA.

Step 3: Contact the Canada Border Services Agency (CBSA)

If your package is being processed by CBSA, you can call them at 1-800-461-9999 (within Canada) or visit their website. You may need your tracking number and shipment details when speaking with an agent.

Step 4: Pay Any Outstanding Fees

If duties and taxes are owed, your package won’t be released until they are paid. You can check if there are outstanding fees through:

• The carrier’s website (for shipments handled by major couriers).
• The CBSA Postal Import Duty & Tax Calculator (for Canada Post shipments).
• A notification letter from CBSA or the carrier requesting payment.

Once paid, processing usually resumes within a few business days.

Step 5: Submit Any Required Documents

If your package contains restricted items, customs may request additional paperwork, such as:

• Import permits
• Proof of purchase or invoices
• Certificates of origin (for certain goods)

Providing the requested documents promptly will help speed up the process.

Step 6: Consider Hiring a Customs Broker

If the delay is complex—such as issues with classification, valuation, or restricted goods—it may be worth hiring a customs broker to handle the situation. A broker can:

• Communicate directly with CBSA.
• Ensure all documents are in order.
• Resolve any customs compliance issues.

How Long Can Customs Hold a Package?

Processing times vary depending on the issue. Here’s a general idea:

• Routine processing – 1 to 3 days.
• Duties or taxes owed – 3 to 5 days after payment.
• Missing documents – A few days to weeks, depending on how quickly documents are submitted.
• Inspection or further review – 5 to 30 days, depending on the nature of the inspection.

If your package has been stuck for more than 30 days, you should escalate the issue with CBSA or your shipping provider.

Avoiding Customs Delays in the Future

To minimize the chances of your shipments getting stuck, follow these best practices:
✔ Ensure accurate and complete documentation – Always double-check shipping details before sending.
✔ Pay duties and taxes in advance – Some couriers allow you to prepay to avoid delays.
✔ Check import restrictions before shipping – Certain products require special permits.
✔ Use a customs broker for high-value or restricted items – A professional can ensure compliance and prevent unnecessary hold-ups.

Need Expert Help? Let Logistics and Customs Service (LCS) Handle It

Dealing with customs delays can be time-consuming and costly—especially for businesses relying on imports. That’s where Logistics and Customs Service (LCS) comes in.

As experienced customs brokers, we help businesses and individuals clear shipments quickly, avoid penalties, and ensure compliance with Canadian regulations. Whether you’re facing a customs hold or want to prevent delays in the future, our team has the expertise to streamline the process.

Don’t let customs slow you down—contact LCS today and get your shipments moving hassle-free!