My tracking says there is a customs issue? What should I do?
When shipping internationally, tracking scans showing "Customs Clearance" or "Held by Customs" indicate the recipient should be contacted by customs to make payment of any duty owed to release the package for delivery.
Steps to ensure quick delivery:
Contact the recipient to check they have been contacted by customs in order to release the package.
If they have not been contacted, get in touch with Parcel Monkey and we can investigate to ensure the package is delivered.
Important requirements:
Provide correct and accurate contact details so customs can reach the recipient regarding any customs duty owed. Failure to do this can result in long delays and package return at the sender's cost. Complete customs documents correctly and attach them securely to the outside of the box so customs officers can see package contents.
Parcel Monkey has no direct customs contact; the company liaises with the courier on the sender's behalf, who then contacts customs to resolve issues.
Inform recipients that customs backlogs may cause delays beyond the control of the shipper, courier, and Parcel Monkey.
Still need help?
Talk to the Parcel Monkey team about orders, customs or other general enquiries.