If a package is being held at the customs of the destination country, customs or the Shipping carrier may have contacted the customer. First, please check whether any notice has been received by email or phone. If there is no notice, please prepare the tracking number and contact the Shipping carrier. If customs is requesting the submission of an invoice or receipt, please contact WorldShopping Customer Support.
What to check first: notices from customs or the shipping carrier
When a package is held at customs, customs or the Shipping carrier may have contacted the customer by email or phone. First, please check the following:
- Mailbox (including the spam folder)
- Phone call history and voicemail
If a notice has been received, please respond according to its contents. For customs clearance procedures, please follow the instructions of customs or the Shipping carrier.
What to do if there is no notice
If there is no notice from customs or the Shipping carrier, the customer will need to contact the Shipping carrier directly. Please prepare the tracking number and contact the Shipping carrier being used. The reason for the customs hold and the necessary procedures can be verified with the Shipping carrier.
The tracking number can be checked via one of the following:
- The shipping completion notification email
- The Order Detail Page
For details, please refer to How to Check "How to Check the Tracking Number and Tracking Status Update Timing".
If submission of an invoice or receipt is required
If customs requests the submission of an invoice or receipt, please contact WorldShopping Customer Support via the Contact Form. We will support the preparation of the necessary documents.
When contacting us, please include the package's tracking number to ensure a smoother confirmation process.