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Written by Groove staff
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Guide: What to Do If Your Package Is Held at Customs.

Post author
Written by Groove staff

International shipments may be temporarily held by customs in each country. While this may be a cause for concern for our customers, it can happen regardless of the shipping carrier used.

Instances of international mail being stopped at customs occur in customs offices worldwide for a variety of reasons. Since customs inspections are conducted by each country's customs authorities based on their own criteria, we cannot act on your behalf or intervene directly in the procedures.

For example, you may be asked to provide additional documents such as your personal identification number or proof of purchase, based on local laws. This article explains how you can check and handle the situation yourself if your package is held.

 

Solutions for International Shipping Issues: A Guide for Self-Resolution

1. Check Shipping Status with Tracking Number

We ship items to our international customers via EMS. If your package was sent via EMS, please first check its status using the tracking number. You will receive the tracking number via email at the email address registered with your order at the time of shipment.

  • Check the status by entering the tracking number on the Japan Post website or your country's postal service website.
  • If the tracking status shows "Customs," "Held," or "Awaiting clearance," it indicates that the item is undergoing customs procedures or is on hold.

2. Contact Local Customs or Postal Service Directly

  • Customs procedures almost always require the recipient's personal identification or the submission of additional documents. Therefore, you are responsible for handling this directly.
  • Please contact your local customs office or the shipping provider handling your package (EMS/local postal service) directly.

3. Follow Instructions to Resolve

If, as a result of your inquiry, you are informed of the necessary documents or the payment of customs duties and consumption tax, please respond promptly.

Links to Tracking Pages for Major Countries/Regions

It is not uncommon for packages to be held at customs. However, resolution depends on the actions of the customer and the local customs and shipping providers. As we cannot intervene, please refer to this article and handle the matter yourself.