When tracking freezes on 'In Customs' for days in a row, the impulse is to act immediately. Usually that's the wrong call. Most customs holds clear automatically — calling on day 3 is too early and accomplishes nothing. Here's the exact timeline for when action is actually warranted.
Track your package's current customs status on ParcelsZen — we show ISC arrival, processing, customs clearance, and post-clearance USPS delivery all in one view.
First: How Long Is Normal?
Before taking any action, here is what counts as normal:
- 1-3 days: Normal — most international packages clear US customs automatically
- 5-7 days: Unusual but not alarming — may indicate a physical inspection or high-volume period
- 10-14 days: Significant delay — warrants investigation
- Over 14 days: Take immediate action (see steps below)
Step 1: Check Your Tracking Carefully for Clues
Sometimes the tracking message itself tells you why the package is held. Look for:
- 'Held by customs — contact CBP': A customs officer needs to reach you or the sender
- 'Duties owed — payment required': You need to pay import duties before the package can be released
- 'Additional documentation required': You need to provide a purchase invoice, ID, or other paperwork
If the message is just 'In customs' or 'Clearance in progress', there is likely no action required — the package is simply in queue.
Step 2: Check Your Email
DHL, FedEx, and UPS will email you if they need payment or documentation for customs clearance. Check your spam folder too.
USPS is less proactive about this — packages held for duties may not generate a notification.
CBP itself may send a Form CF-28 or CF-29 to your address if they need more information (this is rare for personal packages).
Track Your Package Through Customs
See your package's customs status in real time — ISC arrival, processing, and clearance.
Track Your PackageStep 3: Contact the Carrier
For packages arriving via USPS:
Call 1-800-275-8777 (available Mon-Fri 8 AM – 8:30 PM ET) and provide your tracking number. Ask specifically: "Is my package being held by CBP, or is it in general USPS processing?"
For packages arriving via FedEx, DHL, or UPS:
These carriers have dedicated customs teams. Call their main customer service numbers and ask for the 'international customs' department. Having your tracking number, the sender's country, and the declared value ready will speed up the call.
Step 4: Contact the Sender
The seller — whether it's an AliExpress seller, UK Etsy shop, or any other international retailer — has responsibilities in the customs process. The accuracy of the customs declaration form (CN22 or CN23) is critical.
Ask the seller:
- Did they complete the customs form accurately?
- Is the declared value correct?
- Can they provide a commercial invoice or proof of purchase?
An incorrect or incomplete customs declaration is one of the most common reasons packages are held. Some sellers mark low values to avoid duty triggering scrutiny — this can cause delays even for legitimate packages.
Step 5: When to Escalate to a Formal Complaint
If your package has been in customs for more than 21 days with no resolution:
- File a Missing Mail search with USPS at usps.com/help/missing-mail-application.htm
- File a complaint with the CBP INFO Center at 1-877-227-5511
- Open a buyer dispute on the platform you purchased from (AliExpress, eBay, Etsy). The platform's buyer protection program may refund you even if the package is ultimately seized.
What Happens If Customs Seizes Your Package?
If CBP seizes your package, you'll receive a CBP Form 6051S (Notice of Seizure). You have 30 days to either petition CBP for release or file a claim.
- For packages containing prohibited items (counterfeits, drugs, unauthorized food products): seizure is permanent
- For packages held due to duty non-payment or documentation issues: you can usually get the package released by resolving the underlying issue
Frequently Asked Questions
Track Your Package Through Customs on ParcelsZen
Track your customs status on ParcelsZen from ISC arrival through clearance and post-clearance delivery. My honest advice: don't call anyone until day 7. Most holds clear silently — 'Processing Complete' just appears one morning. Only after 7 days do calls and escalation actually move things.
- 1-3 days in customs: Normal — no action needed
- 5-7 days: Monitor tracking for messages requiring action
- 10-14 days: Call carrier, check email for duty/document requests
- Over 21 days: File Missing Mail, call CBP at 1-877-227-5511
- Seized? Form 6051S — you have 30 days to petition