Understanding Customs Delays

International shipments may occasionally be delayed during customs clearance. This is a normal part of cross-border trade and does not necessarily indicate a problem with your order. Customs authorities in your destination country operate independently of both TICC and DHL.

Common reasons your shipment may be held:
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Duty Assessment
Customs calculating import taxes
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Document Verification
Checking invoice & paperwork
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Importer ID
EIN / EORI / tax number needed
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Regulatory Check
Compliance with destination laws
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Random Inspection
Routine physical checks by authority
TICC cannot control customs decisions, but we assist where possible.

What Happens When Your Shipment Arrives

Every international shipment goes through this standard clearance sequence when it arrives in your country:

1
DHL Submits Customs Documentation
DHL presents the export paperwork — commercial invoice, packing list, and HS code details — to your destination customs authority.
2
Customs Reviews Declared Goods & Value
The customs authority reviews the declared shipment contents, classification, and declared value. This may be instant or may take additional time depending on the country and workload.
3
Duties or VAT Are Assessed
Import duties and applicable VAT/GST are calculated based on HS code and declared value. If you prepaid at checkout, these are already settled. If DAP, DHL will contact you for payment.
4
Clearance Granted → Delivery Proceeds
Once all requirements are satisfied, customs releases the shipment and DHL proceeds with last-mile delivery to your address.

The 4 Common Hold Scenarios

Each scenario has a clear resolution path. Responding promptly to DHL or customs is the fastest way through.

1
Duty Payment Pending
Differs based on how you paid at checkout
If you selected Pay on Arrival (DAP)
◆DHL will contact you for payment
◆You must complete payment before delivery
◆Delay continues until payment is made — respond promptly
If you prepaid duties at checkout (DDP)
✓DHL handles clearance directly
✓TICC absorbs minor duty variance
✓No payment interaction required at delivery
⚠In rare reclassification cases, documentation may still be requested
2
Importer Identification Required
Some countries require your business tax or import ID

Certain countries require the importer to provide identification before clearance can be granted. DHL will contact you directly if this is required.

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USA
EIN (Employer Identification Number)
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UK / EU
EORI Number
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Other Countries
Business registration / tax ID as required by local authority
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Provide the requested information to DHL as promptly as possible. The hold continues until this is supplied — it cannot be resolved by TICC on your behalf.
3
Documentation Request
Customs needs additional paperwork before releasing the shipment

Customs may request supporting documents before releasing your shipment. The most commonly requested documents include:

✓ Commercial invoice copy
✓ Proof of payment
✓ Product material clarification
✓ Compliance declarations (depending on product type)
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You can download your commercial invoice from the Order Details page in your account. Failure to provide documentation promptly may result in a prolonged hold.
4
Inspection or Regulatory Review
Physical checks by customs authority — outside TICC and DHL control

Occasionally, shipments are selected for physical inspection or additional regulatory review. This may add unpredictable time to clearance. Inspection timelines are governed entirely by the customs authority — neither TICC nor DHL can accelerate this.

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The best action during an inspection hold is to remain responsive to DHL communications and wait for the authority to complete its review. Contact us if you need documentation support.

What If Customs Charges Are Refused?

This is particularly important for DAP shipments where the buyer is the importer of record. If customs charges are not paid or required documents are not provided:

Possible consequences of non-compliance:
▸ Shipment may be returned to origin — return freight charges apply
▸ Customs authority may dispose of or destroy the shipment
▸ Refund of goods or shipping cost may not be possible once goods are in customs hold

Typical Customs Delay Duration

Transit times do not include customs processing time. These are separate and vary based on the type of hold.

Minor Hold
1–3
business days
Routine import, all documents in order, duty payment complete
Documentation Hold
3–7
business days
Authority requested additional paperwork or importer ID
Inspection Hold
Varies
by authority
Physical inspection; timeline governed entirely by customs

How Indus Craft Co. Supports You

While customs clearance is governed by your local authorities, TICC takes every available step to minimise delays on our side and assist you when issues arise.

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Accurate Export Documentation
We prepare complete and accurate commercial invoices, packing lists, and declarations on every shipment.
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Correct HS Code Classification
All products are assigned accurate HS codes to ensure correct duty classification at origin.
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Communication Support
We assist with documentation clarification and support communication between you and DHL where needed.
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What We Cannot Do
We cannot override or expedite customs decisions, pay your destination duties, or compel customs to release a shipment on your behalf.

Best Practices to Reduce Customs Delays

These steps on your side significantly reduce the likelihood of a hold:

✓
Accurate shipping address
Ensure your delivery address is complete and correct at checkout.
✓
Correct contact details
DHL needs a working phone and email to reach you for customs queries.
✓
Monitor DHL tracking
Track your shipment actively — status changes will indicate if action is needed.
✓
Respond promptly to DHL
Every hour of delay in responding extends the customs hold by at least as long.
✓
Know your country's import requirements
Confirm whether your destination country requires an EIN, EORI, or business registration number for commercial imports before placing your order.
Contact Us About a Customs Hold → DDP vs DAP Explained →
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