1. Why Parcels Get Held at Customs
Understanding common reasons can help you provide the right information. Holds may be due to:
- Mandatory Documentation Check:
- Missing or Unclear Information:
- Suspected Value Mismatch:
- Restricted Items:
- Tax/Duty Assessment:
- Missing or Unclear Information:
2. The First and Most Important Step
Do NOT contact your local carrier (DHL, FedEx, Post Office, etc.) or customs office directly.
CSSBuy's logistics team is your designated agent. They have the expertise and channels to communicate with the shipping partners and customs on your behalf. Contacting parties yourself often creates confusion and slows down the resolution.
3. How to Contact CSSBuy Logistics for Customs Issues
Follow this structured approach for the fastest help:
Step 1: Gather Information
Before contacting, collect this data:
- Your Parcel ID
- The exact carrier tracking number.
- Screenshot of the tracking status showing "Customs Hold" or "Clearance Delay".
- Any official notice from the carrier/customs (if received).
Step 2: Use the Official Channels
Contact CSSBuy's logistics specialists through:
- Discord Ticket:preferred and fastest method. Go to the CSSBuy Discord server, open a ticket in the logistics/shipping channel, and provide all info from Step 1.
- CSSBuy Website Help Desk/Support Ticket:
- Email:[Customs Hold] Parcel ID: CSB-XXXXXX.
Step 3: Provide Clear Details in Your Message
Structure your message clearly. Example:
"Hello, my parcel [CSB-123456] with tracking [XYZ123] is on customs hold. The tracking status shows 'Clearance Event - Additional Documentation Required'. I have attached the screenshot. Please advise what information or action is needed from my side to proceed."
4. Common Requests & How to Respond
CSSBuy may ask you for additional documents. Act promptly:
| Request | What It Means | Your Action |
|---|---|---|
| Proof of Payment / Invoice | Customs wants to verify the declared value. | Provide screenshots of your CSSBuy order page and PayPal/bank transaction showing the actual paid amount. |
| Detailed Item Description | Customs needs clarity on the parcel contents. | List items precisely (e.g., "Men's Cotton T-Shirt, Brand X" not just "clothes"). Use the information from your warehouse. |
| Identity Verification | Required in some countries for clearance. | You may need to provide a copy of your ID/Passport. Only send this securely through CSSBuy's official channels if explicitly requested. |
5. Pro Tips to Prevent & Minimize Delays
- Declare Value Accurately:
- Use Parcel Rehearsal & Detailed Remarks:
- Know Your Country's Limits:
- Be Patient but Proactive:
- Use Parcel Rehearsal & Detailed Remarks: