Why is my package held in customs? Rescue guide 2026

Has your shipment tracking been stuck for days showing "Held in Customs" or "Retained in Customs"? Don’t worry, you’re not alone. According to data from the World Customs Organization (WCO), millions of import declarations are processed worldwide every day, and a significant percentage experience delays due to discrepancies in the documentation.

In this quick guide, we explain the most common reasons shipments get blocked and what you need to do right now to release your package and ensure your goods reach your customer safely and on time.

Customs does not stop shipments at random; it does so because information is missing to calculate taxes or for security reasons. According to the protocols of the Portuguese Tax and Customs Authority (Autoridade Tributária e Aduaneira), these are the most common issues:

Doubts About the Declared Value

The number one reason for customs holds is attempting to use the “low-value trick.” Customs authorities, under the guidelines of the European Commission, closely monitor undervaluation practices. If you declare a value that does not match market prices, the system will automatically block the clearance process.

Incomplete Commercial Invoice

The absence of HS Codes is another of the most common causes. It is not enough to simply state what is inside the package. Every item has an international numerical code.

Missing EORI Number or Tax ID

If you are a company or a professional importer/exporter, you are legally required to have an EORI number. Without this registration, which can be verified through the Portuguese Customs Portal, your goods cannot be cleared.

New VAT Regulations (IOSS and OSS)

Since the regulatory changes in e-commerce, every package entering the EU must pay VAT. If the seller has not correctly managed the IOSS code, the package will be held until the recipient pays the required taxes.

Do not wait to receive a physical notification; being proactive is the key to preventing customs from returning your package to origin (a process that can double your initial costs). Follow these steps in order:

1. Identification and Contact:

• Locate your shipment number (MRN): This is the customs clearance reference number. Request it from your carrier because, without this code, customs will not be able to locate your package.
• Contact the Customs Broker: Do not call the customs office at the airport or port; they do not assist private individuals. You need to speak with the “Broker” or customs agent managing the shipment (usually the courier company itself).

2. Preparing the "Proof of Value":

If the issue is the declared value, customs will not accept a simple explanation. You need solid documentary evidence:

• Proof of bank payment: A screenshot of the PayPal, Stripe, or online banking transaction showing the exact amount paid to the supplier.
• Commercial purchase invoice: It must include the seller’s details, the buyer’s details, a detailed product description, and the agreed Incoterm (who pays for shipping and insurance).

3. Technical Compliance Review:

Make sure your goods are not being blocked due to missing certifications. According to the regulations of the Ministry of Industry and Trade, you may need:

• Product technical datasheet: Especially for electronics, chemicals, and cosmetic products.
• Certificate of Origin: This is essential if you want to benefit from free trade agreements and avoid customs duties (for example, shipments between the EU and the UK or Canada).

Advice from MBE Experts

If after 48 hours you have not received a clear response from your carrier regarding the missing documentation, request the official “Arrival Notice.” In this document, customs specifies the exact error code.

To release your shipment, the first step is identifying what the status shown in the tracking actually means. Below, we provide a technical table with the most common messages seen during a customs clearance process and the exact document you should have ready to release your goods:

Many people make the mistake of thinking that if they do nothing, the package will simply “disappear” without any additional costs. The reality is far more complex — and expensive. If you fail to respond to customs requests within the specified timeframe (usually between 15 and 30 calendar days, depending on the country), two critical scenarios may occur:

• Abandonment and Destruction: Customs authorities may declare the goods abandoned. This not only means the total loss of the product, but in some cases and depending on the type of goods, destruction fees may also be charged to the owner.
• Forced Return to Origin: This is the most common — and most expensive — scenario. The package is returned to the sender, but you will have to cover the return shipping costs, which do not benefit from the original promotional outbound rates and can cost up to three times more than the initial shipment. In addition, you may be billed for storage fees (demurrage charges) for every day the package occupied space within the customs facility.

Do you want the phrase “package held in customs” to disappear from your vocabulary forever? At Mail Boxes Etc., we are experts in international shipping, customs management, and documentation handling. When you trust your shipments to our experts, you get much more than just a tracking number — you gain a shield against bureaucracy:

• Pre-Shipment Document Audit: We review your commercial invoices and HS codes before the package is shipped, detecting errors that 90% of individual shippers typically overlook.
• Incoterms Advisory: We help you determine whether a DDP shipment (duties fully paid) is the best option to guarantee the best customer experience, or whether a professionally managed DAP shipment is more suitable.
• Direct Customs Management: If any inspection arises, your dedicated MBE advisor handles all technical communication with customs authorities, saving you hours of frustrating calls to cargo centers.

Can your business afford delays and unexpected costs? Let the experts in international logistics handle the “fine print” while you focus on growing your business.