Frequently Asked Questions

Why is my parcel not tracking?

Why has my parcel tracking stopped updating?

Most often when a parcels tracking has stopped updating, it is simply due to a small delay in the delivery, or a delay in the tracking system registering the parcel’s progress. However, if your parcel has passed its expected delivery date you'll need to contact your retailer/seller to open an enquiry.

Why did my shipment get stuck at customs?

Having a shipment of yours held at customs is obnoxious. Order enough international items online, though, and you’re bound to run into this at some point. You can read more about what to do when your package gets stuck in customs.

There are three basic reasons your shipment could get stuck in customs:

  1. Most often, customs clearance documentation is incomplete, causing delays while customs coordinates with the shipper to gather needed information.
  2. You may owe taxes on the shipment, which will be released when you pay them.
  3. If the items being shipped are prohibited or restricted, customs may delay or even destroy the package.

Is your package stuck in transit with USPS, FedEx, UPS or Australia Post?

Make sure to read our guide, to get to know all the reasons package can get stuck in transit and whether to worry or not.

What do I do if my shipment is stuck in customs?

Ensure that your shipment is actually stuck in customs. Often express shippers like DHL or FedEx will be able to have customs clear your shipment. Generally, the best way to contact carriers is by phone, but beware, often carriers use premium rate numbers which can quickly become expensive. Contacting the shipper will help you to identify if there is anything you can do to speed up your shipments time in customs. Make sure you have your tracking number on hand, as it will help you shipper locate your package.

  1. If your shipment in stuck in customs, first check with your carrier and make sure there are no unpaid taxes. Should you come across unpaid taxes, pay them.
  2. If that doesn’t work, your next point of contact is the shipper. The shipper then has two people they can contact: the carrier and, if they have one, their fulfillment company. The shipper may need to provide additional information in order to complete paperwork. In either case, it’s the shipper’s responsibility to resolve customs issues as long as you’ve paid your taxes.
  3. That said, oftentimes, the only thing you can really do is be patient. International shipping is not always fast. Sometimes customs can hold on to packages for prolonged periods of time. You are very likely to receive your package at some point. Sometimes customs drags their feet. Sometimes the tracking information isn’t updated and your package actually is being shipped to you.

Be careful, at times unscrupulous sellers from the China will drastically under declare the value of packages of DDP (Delivery Duty Paid) parcels, in order to lower their tax expenses (this can also occur with DDU shipments). Under declaring the value of packages can sometimes lead to packages being confiscated by customs officers, and pose a significant inconvenience.

While it might be nice not having to pay tax by under valuing a shipment, this is tax evasion, so make sure it doesn’t happen to you

by tisunov