International shipping is the lifeblood of modern B2B commerce, especially when moving goods in and out of Europe. However, seeing the status "Package at Customs" on your tracking screen can trigger immediate anxiety. Is it stuck? Is it lost? Has it been seized? At ParcelParcel, we understand that in logistics, time is money. This guide explains exactly what happens during package customs clearance, why delays occur, and the actionable steps you can take to get your shipment moving again.
Chantal has been writing about logistics topics for almost two decades and has worked for major international carriers.
When a tracking update says your package is in customs, it simply means the shipment has entered the destination country (or is leaving the origin country) and is being reviewed by customs authorities. This is a mandatory step for all international shipments to ensure:
The goods are legal to enter the country.
The correct duties and taxes are assessed.
The documentation matches the contents.
For most shipments, package customs clearance is a formality that takes minutes or hours. However, when the status lingers, it becomes a "stuck" shipment.
If your tracking shows package stuck at customs or package held at customs for more than 48 hours, there is usually a specific reason. For B2B shipments within Europe or globally, these are the most common culprits:
The number one reason for a package stuck at customs clearance is paperwork.
Commercial Invoice errors: Missing values, incorrect currency, or vague descriptions. You can learn how to avoid these errors in our guide on how to create a commercial invoice.
Missing HS Codes: Harmonized System codes are essential for classifying goods. If these are wrong, the officer cannot calculate duties. Use a reliable HS Code finder to ensure accuracy.
Customs will not release a package in customs clearance until the Import Duty and VAT are paid. If you are shipping under DAP Incoterms (Delivered At Place), the receiver must pay these fees. If they are unaware or unreachable, the package sits on hold.
If you are shipping regulated goods (alcohol, food, certain electronics) without the proper licenses, you may see a status of customs package seized. This is different from a delay; it often implies the goods have been confiscated for legal review.
For B2B shipments entering or leaving the EU, businesses must have an EORI number (Economic Operators Registration and Identification). Without this, the shipment cannot legally clear customs. You can verify the validity of an EORI number via the European Commission Taxation and Customs Union website.
This is the most common question we receive. The answer depends on the complexity of the shipment and the country.
Standard Clearance: 24 to 48 hours.
Routine Inspection: 3 to 7 days.
Missing Documentation (On Hold): Indefinite (until resolved).
If you are asking, "How long does customs take for packages sent via express carriers like DHL, FedEx, or TNT?", the process is usually faster because these carriers utilize electronic pre-clearance.
If you are thinking, "My package is stuck at customs, what now?", follow these steps immediately:
Contact the Carrier: Do not call the customs office directly (they are government entities). Contact the ParcelParcel support team if you booked through us; we have direct lines to the carrier clearance teams.
Check Your Email: Carriers often email the shipper or receiver requesting missing information.
Review the Commercial Invoice: Ensure the description, value, and HS codes are accurate.
Confirm Payment: Ensure the receiver knows that duties may be owed.
The best way to fix a package on hold at customs is to prevent it from happening in the first place.
At ParcelParcel, we specialize in B2B shipping. Our platform automatically helps you generate correct commercial invoices and guides you on required documentation. By reviewing your paperwork before the pickup, we drastically reduce the chance of your package being stuck at customs.
Pro Tip: When shipping B2B in Europe, always include the receiver's VAT and EORI number on the invoice to ensure smooth sailing.
Usually, this indicates missing documentation (like a commercial invoice) or unpaid duties. Occasionally, it means the package has been selected for a random, intensive physical inspection. You must contact your carrier or check our tracking tools for updates.
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If a package is "seized," it has been taken by customs authorities because it contains prohibited items, counterfeit goods, or lacks required import licenses. Unlike a "held" package, a seized package is rarely returned or released.
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Unless the shipper selected DDP (Delivered Duty Paid), the receiver (importer) is responsible for paying all duties and VAT. To understand more about who pays what, read our article on Incoterms 2020.
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Once a package is in customs, you cannot force it through. However, providing accurate HS codes and a detailed commercial invoice before shipping is the best way to ensure speed.
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Generally, no. Carriers (DHL, UPS, FedEx) do not offer refunds for delays caused by customs clearance, as these are government actions outside the carrier's control.
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You can instantly check the shipping costs through our rate calculator. Enter the weight, dimensions, and destination country of your shipment, and you will see all available shipping options along with their respective delivery times. The calculator can be used to compare shipping rates for both export and import shipments.
If you need help calculating a shipping rate, watch the video below. Click on the 
button to play the video and the 
icon to view the video in fullscreen.
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Shipping costs are calculated based on dimensions (LxWxH in cm), weight (in kg), and the destination country. Both the actual weight (as shown on the scale) and the volumetric weight are considered.
The volumetric weight is the weight calculated based on the space your shipment occupies in the plane. The higher of the two weights (volumetric or actual weight) is used to calculate the shipping rate. You don't need to calculate this yourself; our calculator does it for you.
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You can use the discount code PP10 for 10% discount on the transportation costs of your first shipment. You can apply the discount code during the checkout process (instructions).
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Whether additional costs apply depends on whether your shipment stays within the European Union or is sent to/from a country outside the European Union. Below, you can see the additional costs for each situation.
Within the European Union
If, for example, you send a shipment from the Netherlands to Italy (within the EU), there will be an additional 21% VAT on the shipping costs.
Furthermore, if your shipment stays within the European Union, you won't have to deal with any import duties or customs clearance fees because your shipment doesn't go through customs. Please note that the European Union is not the same as Europe.
View here all the countries that are part of the European Union. For example, Switzerland is part of Europe but not part of the European Union.
Outside the European Union
If, for example, you send a shipment from the Netherlands to the United States, there will be no VAT (0%) applied to the displayed shipping rates.
However, there might be import duties levied by customs in the destination country if you send a shipment to/from a country outside the European Union. Typically, customs costs are charged to the recipient. This is known as Delivered At Place (DAP) in logistics terminology.
Customs is a government agency that levies import duties in certain cases to protect the local market. As a company, you can also ship using Delivered Duty Paid (DDP), which means any customs costs will be charged to you as the sender.
If you have any questions about this topic, feel free to contact us. Additionally, you can read everything about import duties, VAT, and the customs clearance process in this blog.
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A customs invoice is a form where all the goods you want to ship are specified. This invoice includes an English description of the goods, along with their corresponding value and weight.
The contents of your shipment must be specified per type of product you're sending to avoid delays at customs. A customs invoice is always prepared in quadruplicate in accordance with customs guidelines.
When is a customs invoice required?
A customs invoice is only required for shipments to/from countries outside the European Union (e.g., Netherlands - United States). If your shipment stays within the European Union (e.g., Netherlands - Italy), your shipment will not go through customs, and therefore, a customs invoice is not required.
Additionally, document shipments are not subject to customs, so if you're sending a document to a country within/outside the European Union, no customs invoice is needed.
Please note that not all goods can be shipped to every country. You can find a list of goods that cannot be sent via ParcelParcel on this page.
Do I need to create a customs invoice myself?
If you're sending a shipment to/from a country outside the European Union, it's mandatory to include a customs invoice with the shipment. We provide free support in creating a customs invoice.
You can easily generate a customs invoice through our shipping platform. The customs invoice will be automatically generated based on the content you specified during your booking.
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You can import just as easily as export via ParcelParcel.
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You can find a list of goods that cannot be shipped via ParcelParcel on this page.
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