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A seller saying that customs is holding your package does not prove that U.S. Customs and Border Protection (CBP) has it. First identify the carrier and the organization with physical control, obtain the written reason for the hold, and respond with accurate shipment records. If the duty appears wrong, obtain the entry and calculation details, check value, classification, origin and quantity, then use the remedy and deadline that apply to the entry type. The protest deadlines below are specific to CBP international mail; private-courier entries follow the carrier, broker and entry instructions rather than one universal timetable.
Start by finding the shipment and the actual decision-maker
U.S. customs procedures differ from those in other countries. This guide applies to imports entering the United States and relies on CBP, the U.S. Postal Service (USPS), DHL U.S. and FedEx guidance. If the destination is another country, contact that country’s customs authority instead.
1. Confirm the carrier and tracking number
Ask the seller for the carrier, tracking number, bill of lading or air waybill, commercial invoice and any entry reference. A marketplace message that says “held by customs” may simply describe a carrier clearance delay. CBP says it cannot track ordinary consumer packages and directs recipients to the carrier first. Use the carrier’s official tracking and clearance contact channels, and ask for the name of the facility or broker currently handling the shipment.
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There are three practical possibilities:
- Carrier or customs broker: The parcel is in a carrier facility or broker workflow while information, payment or a formal entry is arranged.
- USPS or a CBP international-mail branch: The item entered through international mail and may be awaiting a duty decision, inspection or a response to a notice.
- Another government agency or an admissibility hold: The goods may require a permit, certification, examination or a decision that paperwork alone cannot resolve.
Do not send sensitive documents to an unverified contact. Match every request to the tracking record, entry number, carrier domain and the notice that identifies the shipment.
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3. Ask for the reason in writing
Request a clearance message, detention notice, duty assessment, entry summary or other written explanation. CBP says an actually detained mail package should have a notice explaining the reason and how to seek release. Common reasons include a missing invoice or bill of sale, an unclear description, a possible trademark concern, an inspection, unpaid charges or a requirement for a formal entry. The reason determines whether you need more documents, a permit, payment, a broker or a legal-admissibility review.
Respond to a hold without creating a second problem
Provide complete, consistent records
Send only records that describe the transaction accurately. Depending on the request, the carrier or CBP may need:
- the commercial invoice or seller receipt;
- proof of the amount actually paid, such as an order confirmation and payment record;
- a precise description of each item, including material, function, model and quantity;
- the shipping document, tracking number and entry or mail-entry reference;
- country of origin and any manufacturing information;
- permits, licenses, certificates or other agency clearances when the product is regulated; and
- evidence explaining a returned, repaired, gifted, replacement or no-charge shipment.
Never guess a customs value, origin, product description or tariff classification. A low value that does not match the invoice, an imprecise description such as “parts,” or an unsupported origin statement can prolong the hold or create a compliance issue. If the invoice is wrong, ask the seller for a corrected commercial document and explain the correction rather than editing a record yourself.
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Understand what documents can and cannot fix
FedEx states that it cannot complete clearance until authorities receive complete information, unless the importer uses its own customs broker. Supplying an invoice can resolve a documentation gap, but it cannot make prohibited or restricted goods admissible. An inspection, agency permit, intellectual-property concern or formal-entry requirement may continue after the paperwork is complete. Ask which specific condition remains open and whether the carrier needs an original, a signed copy or an electronic submission.
Keep an evidence file
Save the notice, every tracking event, the invoice and payment proof, photographs or product specifications, messages with the seller and carrier, entry documents, duty calculations and receipts. Preserve the versions that were actually submitted. A clear chronology helps a broker identify an incorrect declaration and is essential if you later protest an international-mail assessment.
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Diagnose an apparently incorrect duty amount
A payment demand or tracking status normally shows only the amount requested, not the assumptions that produced it. Ask the carrier or broker for the entry information and calculation detail. Then compare the assessment with the actual shipment across five fields.
| Check | What to compare | Typical evidence |
|---|---|---|
| Customs value | Declared value versus the price actually paid and any separately stated shipping, insurance or assists included under the applicable valuation method. | Invoice, order confirmation, payment record, seller correction and proof of a genuine gift, return or replacement. |
| Tariff classification | The tariff heading or code used for the product versus its material, function, construction and principal use. | Technical specifications, photographs, manuals, composition details and a broker’s classification analysis. |
| Country of origin | The country where the goods were manufactured or underwent the relevant production, not necessarily the ship-from country. | Manufacturer statement, origin marking, production records and any applicable trade-program documentation. |
| Quantity and units | The number, weight, dimensions or other measure used in the entry versus what was shipped. | Packing list, purchase order, commercial invoice and carrier weight record. |
| Trade treatment and taxes | Any claimed preference, exclusion, duty rate, merchandise-processing charge, tax or other assessment shown on the entry. | Eligibility records, origin documentation, entry summary and the written calculation. |
DHL identifies value, tariff classification, origin, quantity and destination-country rules as factors in duty and tax calculations. A disagreement about one field may change the duty, while a separate tax or fee may remain valid. Ask the broker to identify each line item instead of treating the total as a single tariff charge.
Choose the path that matches the entry
The correct response depends on whether the shipment is international mail or a private-courier entry, whether it is still awaiting release or has been delivered, and whether the problem is missing information, admissibility or an incorrect assessment.
| Situation | First contact | Likely next action |
|---|---|---|
| International mail, package still held | USPS or the CBP office named on the notice | Provide requested records, decide whether to pay, conditionally refuse, protest or refuse, and follow the notice deadline. |
| International mail, duty paid and package delivered | CBP office that issued the assessment | Use the international-mail protest route and submit the signed mail-entry copy plus evidence within the stated period. |
| Private courier, clearance pending | Carrier clearance team or its customs broker | Obtain the entry and calculation, correct documents, pay valid charges or ask how that entry may be amended or disputed. |
| Private courier, delivered and duty paid | Broker or carrier that filed the entry | Request the entry record and applicable correction, refund or CBP remedy; verify the deadline from the entry and notice. |
| Possible restricted or prohibited goods | Carrier, broker and the agency identified in the notice | Resolve the permit, inspection or admissibility issue. A duty protest alone does not authorize release. |
International-mail options when you disagree with CBP’s assessment
CBP’s International Mail Branch describes four choices for international mail. Read the notice before choosing, because refusing a parcel can have consequences different from paying and protesting.
Option 1: Pay, accept delivery and protest
CBP states: “You may pay the duty, taxes and charges, receive the package from the United States Postal Service (USPS) and then question the assessment.” For a formal protest, the International Mail Branch page states a 90-day filing period from the date duty was paid. Send the signed mail-entry copy and a written explanation to the CBP office that issued the assessment, with invoices, a bill of sale and credible proof of value or other evidence supporting the correction. Keep proof of payment and delivery.
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Option 2: Conditionally refuse the parcel
You may decline delivery while preserving a challenge by giving the postmaster a written conditional-refusal protest. CBP’s international-mail guidance states that this written statement must be filed within 10 days. Follow the notice’s exact wording, delivery method and date calculation. A conditional refusal is not the same as simply declining the package; the written protest is what records your disagreement.
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Option 3: File an administrative protest
CBP describes administrative protest timing by entry type: for an informal entry, it states 90 days after payment (the date of liquidation), and for a formal entry, within 90 days of liquidation. The notice and entry control. Confirm whether the shipment is informal or formal, identify the liquidation date, and send the signed entry copy, grounds for protest and supporting records to the CBP office named in the assessment.
Option 4: Outright refuse delivery
An outright refusal returns the parcel or otherwise ends your acceptance of it, subject to the postal and seller arrangements that apply. It is different from a conditional refusal because it does not preserve the same written protest step. Confirm return costs, seller deadlines and the notice’s consequences before choosing it.
The 10-day and 90-day periods above come from CBP’s international-mail process. They are not a universal deadline for every courier entry or every type of customs decision.
Private-courier shipments require an entry-specific process
Courier shipments commonly move through a carrier or appointed customs broker. The evidence available here does not establish one universal private-courier protest deadline. Do not copy the international-mail 10-day or 90-day periods onto a courier entry.
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- Ask the carrier or broker for the entry number, entry type, entry summary, classification, customs value, origin, quantity and itemized duty, tax and fee calculation.
- Ask whether the entry is still pending, has been released, or has been liquidated, and request the date that controls any correction or protest.
- Submit a written correction with the invoice, payment evidence, product specifications, origin records and packing list. Explain each field that is wrong and provide the proposed replacement.
- Ask whether the broker can amend the entry, seek a refund, file a post-entry correction or submit a formal CBP protest. Obtain the filing method and deadline in writing.
- If the value or classification is material, regulated, disputed or technically complex, consider a licensed customs broker or qualified customs attorney. Give that professional the complete evidence file, not just the payment demand.
For a courier shipment, the carrier’s clearance team may be able to correct a pending declaration but may not control a decision already made by CBP or another agency. Keep asking which entity made the decision and which document governs the next step.
Important timing rules and what they mean
| Period | What the cited CBP guidance says | How to use it safely |
|---|---|---|
| 10 days | A written statement after conditionally refusing delivery of international mail. | Count from the event and according to the notice; submit the conditional-refusal protest exactly as instructed. |
| 90 days | A formal international-mail protest from the date duty was paid; administrative timing is described separately for informal and formal entries. | Verify payment, liquidation and entry type before relying on the period. |
| 30 days | CBP’s lost or missing international-mail guidance says an unclaimed package may be returned after 30 days unless duty is being protested. | Do not leave the parcel unclaimed while investigating. Confirm how the rule applies to your notice and parcel. |
| 45 business days | If CBP has held an international-mail package for at least 45 business days and no detention or seizure notice has arrived, CBP says the recipient may contact it with specified shipment details. | This is a contact threshold, not a promised delivery or release time. |
Deadlines can run from payment, conditional refusal, liquidation or the date on a notice. Record the date and time you received each notice, the date you paid, and the date you sent every response. Use a trackable delivery method when the instructions permit it.
When a long hold is not a normal delay
No notice, no movement
Check the carrier first and verify that the tracking number is correct. If the shipment is international mail and CBP has held it for at least 45 business days without a detention or seizure notice, contact CBP with the recipient’s name and address, sender information, contents, carrier and tracking details requested by its guidance. Do not interpret the 45-business-day threshold as a guarantee that CBP has the parcel.
A notice mentions inspection, seizure or admissibility
Follow the notice and identify the agency or legal issue involved. A product can be delayed because of a permit, safety rule, intellectual-property concern or prohibited-goods determination even when the duty calculation is correct. Pay or protest decisions do not substitute for the authorization needed to admit the goods.
The seller and carrier give conflicting stories
Ask each party for the document supporting its statement: the carrier’s clearance request, the CBP notice, the entry reference or the postal record. Compare dates and descriptions. Escalate through the carrier’s brokerage or formal claims channel if frontline support cannot identify the custodian, but keep written copies of every escalation.
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Build a persuasive correction or protest
A useful submission lets a reviewer reproduce the requested change. Put the tracking number, entry or mail-entry number, importer name and contact information at the top. State the decision you are challenging, the exact field that is wrong and the correction you seek.
- For value: show the transaction price and payment record, explain discounts, returns, replacements or gifts, and reconcile the invoice total with the shipment.
- For classification: describe what the item is, how it works, what it is made of and why the proposed tariff treatment follows from those facts. Attach specifications or manuals.
- For origin: identify where manufacture occurred and attach reliable origin evidence; do not substitute the dispatch country.
- For quantity: reconcile units, weights and line items with the packing list and invoice.
- For a trade preference: provide the origin and eligibility records required for that program and explain why the goods qualify.
Use a numbered exhibit list and label files consistently. Do not submit contradictory invoices, altered records or an unsupported classification merely to obtain a lower amount.
Common mistakes and safer alternatives
| Mistake | Why it fails | Safer alternative |
|---|---|---|
| Assuming “customs hold” means CBP physically detained the parcel | The carrier may still be waiting for data, payment or a broker decision. | Confirm the carrier, facility and custodian using the tracking number and a written request. |
| Sending a guessed value or vague product description | Inconsistent records can trigger more questions or a compliance concern. | Use the actual transaction records and a technically precise description. |
| Paying first and discarding the assessment | You may lose the entry details and evidence needed to challenge the amount. | Save the notice, calculation, entry, receipt and delivery record before filing or asking for review. |
| Applying mail deadlines to a courier shipment | Courier entries use different workflows and may have different controlling dates. | Obtain the courier entry and deadline in writing; consult a licensed broker when necessary. |
| Refusing delivery without reading the notice | An outright refusal may not preserve the same protest rights as a conditional refusal. | Confirm the distinction, deadline and return consequences before refusing. |
| Treating a duty dispute as an admissibility solution | A permit, inspection or prohibited-goods issue can remain even after duty is corrected. | Address the agency or legal requirement identified in the notice. |
A practical decision checklist
- Record the tracking number, carrier, seller, shipment contents and every notice date.
- Ask the seller for the invoice, bill of lading or air waybill and entry reference.
- Contact the carrier first and identify whether it, USPS, CBP or another agency has control.
- Request the written reason for the hold and the exact documents or payment required.
- Submit accurate value, description, origin, quantity and permit records; never invent missing facts.
- If duty looks wrong, obtain the entry and itemized calculation before deciding whether to pay, conditionally refuse, protest or seek a courier correction.
- For international mail, verify the 10-day, 90-day, 30-day and 45-business-day rules against the current notice and CBP instructions.
- For a private courier, obtain its entry-specific remedy and deadline; use a licensed customs broker or qualified customs attorney for complex cases.
- Keep the complete evidence file and proof of every submission, payment and delivery.
When professional help is justified
A licensed customs broker is particularly useful when the entry has a difficult classification, multiple tariff lines, a trade-program claim, a formal-entry requirement, regulated goods or a substantial duty amount. A broker can review the entry and communicate with the carrier, but you remain responsible for providing truthful records. For seizures, intellectual-property allegations, prohibited goods or a significant legal dispute, seek qualified customs-law advice. Give the professional the notice, entry, invoice, product specifications, origin evidence, correspondence and payment records so the advice is based on the complete shipment history.
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A complete document submission may lead to release, a revised duty calculation, a request for additional information or a decision that the goods are not admissible. Keep monitoring the carrier and postal tracking rather than assuming that uploading a document completed clearance. If the carrier confirms that the entry was corrected, request the revised calculation and any refund instructions in writing. If CBP or another agency issues a new notice, treat its date and instructions as controlling and update your evidence file.
Frequently Asked Questions
Can I contact CBP to track an ordinary consumer package?
CBP says to contact the carrier first for ordinary consumer-package tracking. Contact CBP when its guidance applies, such as an international-mail package held for at least 45 business days without a detention or seizure notice, and provide the requested recipient, sender, contents, carrier and tracking details.
Do the 10-day and 90-day protest deadlines apply to a courier shipment?
Not automatically. Those periods are described for CBP international-mail procedures. A private-courier entry has its own broker, entry and notice requirements; obtain the controlling deadline from the carrier or broker and the entry documents.
Will correcting the invoice guarantee release?
No. A corrected invoice can address missing or inaccurate documentation, but inspections, permits, restricted goods or other admissibility issues may still prevent release.
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Ask the carrier or broker for the entry reference and the documents it can disclose, preserve the payment and order records you have, and escalate through the carrier’s clearance channel. A licensed customs broker can help identify what evidence is still required.
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