How do I contact customs about a package being held?

My Package is Held at Customs: Who Do I Call? Getting Answers from CBP

The dreaded words: “Held at Customs.” You’ve tracked your package diligently, anticipating its arrival, only to be met with this frustrating update. Now what? Don’t panic! Knowing who to contact can significantly speed up the process of understanding why your package is detained and what steps you need to take to get it released.

The primary point of contact for inquiries about packages held by customs is the U.S. Customs and Border Protection (CBP) INFO Center. This dedicated center provides a direct line to information and assistance regarding customs-related issues, including package detention.

Here’s how to reach them:

• Within the United States: Dial (877) CBP-5511 during their business hours, which operate on Eastern Time. Be prepared to provide details such as your tracking number, sender and recipient information, and a brief description of the package’s contents. The more information you have readily available, the more efficient the agent can be in assisting you.

• International Callers: If you are calling from outside the United States, use the international number: +1 (202) 325-8000. Keep in mind that international calling rates may apply.

• Hearing Impaired Individuals: CBP is committed to accessibility. Hearing-impaired individuals can utilize the 7-1-1 service to connect with the CBP INFO Center. 7-1-1 is a telecommunications relay service that allows individuals with hearing or speech disabilities to communicate with voice telephone users.

Before You Call:

While contacting the CBP INFO Center is the first step, it’s helpful to have some information prepared beforehand. This can save you time and make the conversation more productive. Consider gathering the following:

• Tracking Number: This is the most crucial piece of information. It allows the CBP agent to quickly locate your package in their system.
• Sender Information: The name and address of the sender.
• Recipient Information: Your name and address, as the recipient.
• Description of Contents: A detailed description of what is inside the package. Vague descriptions can lead to delays. Be as specific as possible.
• Value of Goods: The declared value of the items in the package.
• Reason for Import: Why are you receiving this package? Is it a gift, a purchase, or something else?
• Any Relevant Documentation: Do you have invoices, permits, or other documentation related to the package? Have them readily available, as the agent may request them.

What to Expect When You Call:

The CBP agent will likely ask you questions about the package and the reason for its detention. Common reasons for packages being held at customs include:

• Missing or Inaccurate Documentation: This is a frequent cause. Ensure all required documents are complete and accurate.
• Prohibited or Restricted Items: Some items are prohibited from being imported into the United States, while others require special permits.
• Valuation Issues: Customs officials may question the declared value of the goods.
• Random Inspection: Sometimes, packages are randomly selected for inspection.

The agent will be able to explain the specific reason for the detention and outline the steps you need to take to resolve the issue and have your package released. Be polite, patient, and cooperative – these qualities will go a long way in facilitating a smooth resolution.

Following Up:

After speaking with the CBP INFO Center, be sure to follow up on any instructions you were given. This may involve submitting additional documentation, paying duties or taxes, or providing further information. By being proactive and responsive, you can help ensure that your package is released from customs as quickly as possible.

Dealing with a package held at customs can be stressful, but by contacting the CBP INFO Center and providing them with the necessary information, you can take the first step towards resolving the issue and getting your package delivered.