What to Do When Your Shipment Gets Stuck in Customs
Few things create more panic for an e-commerce seller than a shipment frozen at the border. Inventory you paid for, counted on and promised to customers is sitting in a customs facility with no clear release date, and every day it stays there, storage fees climb and delivery promises slip. In the worst cases, the goods are not just delayed. They are at risk of being destroyed.
This is not a rare edge case. Customs holds account for roughly 40% of all international shipping delays, and incorrect Harmonized System (HS) codes trigger holds lasting anywhere from 5 to 14 days (World Customs Organization data, 2025). A 2023 study by the International Chamber of Commerce found that more than 15% of all customs declarations globally contain errors, with HS code misclassification being the leading cause (International Chamber of Commerce, 2023). For cross-border e-commerce specifically, where shipment volumes are high and product variety is wide, the exposure is even greater.
This guide explains why shipments get held, what to do the moment it happens and how to prevent it from happening again. It also shares a real story from our own operations that shows why a fast, flexible fulfillment backup can be the difference between a recovered sale and a destroyed shipment.
Key Takeaways for Shipment Stuck in Customs
- Customs holds cause approximately 40% of international shipping delays. The most common trigger is an incorrect or inconsistent HS code.
- When a shipment is held, act immediately: identify the reason, contact your customs broker or carrier and prepare corrected documentation.
- Storage and demurrage fees begin accumulating quickly once a shipment is detained, so speed of response directly affects cost.
- The best defense is prevention: accurate HS codes, consistent documentation across all shipping papers and clear product descriptions.
- Having backup inventory in a US fulfillment center allows you to keep fulfilling orders even when an inbound shipment is stuck.
Why Shipments Get Stuck in Customs
Customs authorities hold shipments when something does not add up. The goal of the inspection process is to verify that what is declared matches what is actually in the container and that all duties, taxes and regulations are satisfied. Here are the most common reasons a shipment gets flagged.
Incorrect or Inconsistent HS Codes
The Harmonized System code is the universal classification used to identify products and calculate duties. It is also the single most common reason for customs holds. If the declared HS code does not match the product’s actual appearance, material, or function, customs systems flag it as a potential misclassification or undervaluation.
In the US, an incorrect code immediately raises a red flag within Customs and Border Protection’s Automated Targeting System, which can trigger X-ray exams, physical inspections, or intensive review. Approximately 23% of cross-border e-commerce shipments experience delays or penalties due to incorrect HS classification (International Chamber of Commerce data, 2024). High-risk categories include electronics, machinery parts, textiles and furniture.
Incomplete or Inconsistent Documentation
Customs officers compare information across your commercial invoice, packing list and other shipping documents. If the quantities, weights, values or descriptions do not match across these papers, the shipment gets pulled for manual review. Vague product descriptions like “gift,” “sample” or “plastic item” are particularly likely to draw scrutiny. This kind of inconsistency typically adds 2 to 5 days to clearance.
Undervaluation or Duty Discrepancies
Declaring a value that seems unrealistically low to reduce duty costs is a fast way to get flagged. Customs authorities maintain databases of typical product values, and a declared price far below the norm invites investigation. With duty-free thresholds disappearing in major markets, accurate valuation matters more than ever. We covered the broader shift in our analysis of the EU de minimis rule change.
Missing Permits or Certifications
Certain products require specific documentation before they can enter a country: FDA forms for cosmetics and supplements, FCC certifications for electronics, or other agency-specific paperwork. Without the required certificate, the shipment cannot move past the initial entry point regardless of how accurate everything else is.
Random Inspections and Peak Season Congestion
Sometimes a shipment is held simply because it was selected for a random inspection or because customs facilities are overwhelmed during peak periods. During high-volume seasons, delay rates can spike above 30% as facilities struggle to process the surge (World Customs Organization data, 2025).
| Cause of Hold | Typical Delay | How to Avoid It |
|---|---|---|
| Incorrect or inconsistent HS code | 5 to 14 days | Verify and pre-classify codes before shipping; use a broker for complex products |
| Incomplete or inconsistent documentation | 2 to 5 days | Match descriptions, quantities and values across all shipping documents |
| Undervaluation or duty discrepancy | 3 to 10 days | Declare accurate values that align with typical market pricing |
| Missing permits or certifications | Until provided | Confirm FDA, FCC or other required documents before goods ship |
| Random inspection or peak congestion | 2 to 7 days | Build buffer time into delivery promises during peak seasons |
What to Do the Moment Your Shipment Is Held
When you discover a shipment is stuck, the speed and clarity of your response directly affect both how quickly it is released and how much it ultimately costs. Storage and demurrage fees start accumulating the moment your free time expires, so do not wait.
| Step | Action | Why It Matters |
|---|---|---|
| 1 | Identify the exact reason for the hold | You cannot fix the problem until you know what triggered it |
| 2 | Engage your customs broker | Brokers communicate directly with customs and prepare the fastest fix |
| 3 | Submit corrected documentation | Most holds resolve once accurate information is provided |
| 4 | Pay any outstanding duties or fees | Goods cannot be released until financial obligations are satisfied |
| 5 | Protect your customer promises with backup inventory | US-based buffer stock lets you keep shipping while the hold is resolved |
Step 1: Identify the Exact Reason for the Hold
Contact your carrier or customs broker immediately and ask for the specific reason code or notice. Customs will issue documentation explaining why the shipment was held. You cannot fix the problem until you know exactly what triggered it. Common reasons include documentation discrepancies, HS code review, valuation questions, or missing certificates.
Step 2: Engage Your Customs Broker
A licensed customs broker is your most valuable ally in a hold situation. They understand the specific requirements, can communicate directly with customs authorities and know how to prepare the corrected paperwork that resolves the issue fastest. If you do not have a broker, this is the moment to engage one. The cost of a broker is almost always lower than the cost of an extended hold.
Step 3: Prepare and Submit Corrected Documentation
Most holds are resolved by providing the correct information. This might mean submitting a corrected commercial invoice, providing the right HS code, supplying a missing certificate, or clarifying product descriptions with supporting documentation such as product photos. Accuracy and completeness matter. A second incorrect submission only extends the delay.
Step 4: Pay Any Outstanding Duties or Fees
If the hold is due to a duty or valuation discrepancy, resolving it may require paying the correct duties plus any applicable penalties. Once the financial obligation is satisfied and the documentation is corrected, customs can release the goods.
Step 5: Protect Your Customer Promises
While you work to release the shipment, your customers are still waiting for their orders. This is where having a contingency matters. If you have backup inventory positioned in a US fulfillment center, you can keep shipping orders to customers while the stuck shipment is resolved, protecting both your revenue and your reputation.
A Real Story: A 12-Hour Customs Rescue
Late on a Thursday night, our Head of Business Development received an urgent call from a new client. Their previous supplier had filed an incorrect HS code on a shipment of 150 orders, and the goods were now stuck in Chicago customs. The products were at risk of being destroyed.
The client had customers waiting and no way to fulfill those orders through the frozen shipment. They asked a direct question: could we pack and ship 1,000 units from our inventory to our US warehouse within 12 hours?
It was a sudden, high-pressure request, and our warehouse team treated it as the emergency it was. We activated our contingency plan immediately. Our pick and pack team lead adjusted the next day’s schedule so the team had the capacity to complete the order. Colleagues from our QC and customization teams stepped in to help with packing. Everyone came in an hour early.
By 1 PM the following day, all 1,000 packages were completed and shipped out the same day. The client’s customers received their orders on time, and a situation that could have meant destroyed inventory and a wave of refunds instead became a recovered sale and a new long-term partnership.
The lesson is not that customs problems can always be fixed in 12 hours. They cannot. The lesson is that a responsive fulfillment partner with US-based inventory and the operational flexibility to act fast can turn a logistics disaster into a manageable setback.
How to Prevent Customs Delays
Resolving a hold is reactive and expensive. Preventing one is far cheaper and entirely within your control. Here is how to keep your shipments moving.
Get Your HS Codes Right Before Shipping
Verify the correct HS code for every product before goods leave the origin. If your products are complex or fall into a high-risk category, have a licensed customs broker review the classification. Pre-classifying your catalog eliminates guesswork and removes the single most common cause of holds. We explain how HS codes function within the broader documentation process in our guide to the shipping manifest.
Keep All Documentation Consistent
Make sure the product descriptions, quantities, weights and values are identical across your commercial invoice, packing list and all other shipping documents. Even small discrepancies trigger manual review. Including clear product photos in your documentation packet helps customs officers verify product identity quickly and reduces the likelihood of physical inspection.
Declare Accurate Values
Resist any temptation to undervalue goods to reduce duties. Accurate valuation that aligns with typical market values keeps your shipments out of the high-risk review category and protects you from penalties.
Confirm Required Certifications in Advance
Know which permits or certifications your product category requires before shipping. Cosmetics, supplements, electronics and food products often need specific agency documentation. Confirm you have everything before the goods are in transit.
Build a Fulfillment Buffer
The most resilient e-commerce brands do not rely on a single inbound shipment to keep their store running. Maintaining a buffer of inventory in a US fulfillment center means a customs hold on one shipment does not stop you from fulfilling orders. It is the operational equivalent of insurance against disruption.
Why a US Fulfillment Partner Matters
Customs delays are one of several supply chain disruptions that are largely outside a seller’s direct control, alongside rising shipping costs and changing trade regulations. What you can control is your level of preparedness and the responsiveness of your fulfillment operation.
DSCP Smart Fulfillment operates from US warehouses in Pomona, California and New Brunswick, New Jersey, giving brands the ability to hold buffer inventory domestically and keep fulfilling orders even when an inbound shipment runs into trouble. When a crisis hits, the difference between a destroyed shipment and a recovered sale often comes down to how fast your partner can move. Get in touch to talk about building a fulfillment setup that keeps you covered.
Conclusion
A shipment stuck in customs is stressful, costly and more common than most sellers realize. But it is also manageable if you respond quickly and correctly: identify the reason, engage your broker, submit corrected documentation and pay any outstanding duties. And while you resolve the hold, a backup of US-based inventory lets you keep your promises to customers.
The best outcome, though, is the hold that never happens. Accurate HS codes, consistent documentation, honest valuations and the right certifications prevent the overwhelming majority of customs problems before they start. Combine that prevention with a responsive fulfillment partner, and a customs hold becomes a minor setback rather than a business-threatening crisis.
