What should I do if my order is delayed in customs?

In most cases, customs clearance is handled by Nivoda and our carriers on your behalf, if your shipment is held, our logistics team is likely already working to resolve it and will send you email updates as soon as we have more information.

However, there are specific situations where your action may be required to release a shipment. This article explains what to expect and exactly what to do if your delivery is held.

How customs clearance normally works

For standard international shipments, Nivoda prepares all required commercial documentation before dispatch. FedEx, UPS or Brinks handles clearance on your behalf using these documents. In the majority of cases, you do not need to do anything.

Situations that may require your action

• Incorrect or incomplete delivery address. If your address does not match courier records, the shipment may be flagged as undeliverable. Confirm your full delivery address — including building name, floor, suite number and postcode — with customer support so we can update the records with the carrier.
• Missing customs bond or import permit (certain markets). Some markets require importers to hold specific documentation such as a customs bond or Importer Exporter Code. If this applies to you, ensure your documentation is up to date before placing an order.
• Additional documentation requested by your local customs authority. Customs authorities occasionally request supporting documents such as an end-user declaration or proof of business. If this happens, the carrier or your local customs broker will contact you directly. Forward any such requests to customer support so we can supply the necessary paperwork from our end.

Step-by-step: what to do if your shipment is held at customs

1. Check your email and tracking link for a notification from your carrier or local customs authority.
2. Note the specific reason for the hold (address issue, document request, duties owed, etc.).
3. Contact customer support with your order number and the hold reason. You're also free to contact the carrier directly — our team will be working with them in parallel, and between us we'll get it resolved as quickly as possible.
4. Nivoda will liaise with the carrier and customs authority and keep you updated at each step.
5. Once cleared, your shipment will be dispatched to your address within 24 hours of release.

Important: In most markets, any legitimate duty charges will be communicated to you in writing via your Nivoda account. However, in some markets where Nivoda does not have a local hub — such as Latin America, parts of Asia and Africa — import duties and fees may be communicated directly by the carrier. If you are unsure whether a charge is legitimate, contact customer support before paying.

Typical customs clearance timescales

Timescales can vary depending on local customs authority workload and documentation completeness.