Why do packages get held at customs? It’s common for customers to face situations where their shipment is stuck at customs, which can sometimes even lead to legal action. This is often the case with online scams, where a seller blames a delayed shipment for a package that never arrives, even though the buyer has usually already paid.

Customs procedures are a key part of international shipping, ensuring that all shipments comply with local laws. While having a package held at customs can be frustrating, understanding the reasons behind it and knowing the right steps to resolve the situation can make the process much smoother.

What does it mean when a package is held at customs?
When a package is “held at customs,” it means it has been stopped for further inspection. This can include reviewing documentation, paying customs duties, or assessing the contents of the shipment. This is a standard practice to ensure legal compliance in import and export.

How to check the status of a package at customs

• Track your shipment: Use the tracking number provided by the delivery service to see the current status of your package. Most carriers have online tracking systems showing where the package is at any given time.
• Contact the carrier: If your package is held, reach out to the delivery service for more information. They can guide you on the steps needed to proceed.

Common reasons packages are held

• Incomplete documentation – missing invoices, certificates, or declarations.
• Customs restrictions – certain items, such as food, medicine, or hazardous materials, may be prohibited.
• Unpaid taxes or duties – if additional fees are the recipient’s responsibility, the package may be held until payment is made.

What to do when a package is held at customs

Follow these steps to resolve the issue quickly:

1. Gather required documents – check what paperwork customs requires, such as invoices, permits, or certificates.
2. Pay customs duties – if applicable, contact the carrier or customs office for instructions on payment.
3. Contact the customs office – if you’re unsure why the package is held, reach out to your local customs office.
4. Monitor updates – regularly check the shipment status through the carrier’s tracking system.

How long can a package be held at customs?
Processing times can range from a few days to several weeks, depending on the complexity of the case and required documentation.

Can I dispute customs fees?
Yes, but you will need to provide proof of the actual value of the goods or explain why you believe the fees were calculated incorrectly.

What to do if a package is lost at customs
Contact the delivery service and file an investigation request. If the package was insured, you can also claim compensation for the loss.

Customs Duties and Taxes

Customs duties and taxes are calculated based on the value of the goods, the country of origin, and the type of product.

How to pay them:

• Most delivery services allow you to pay fees online.
• In some cases, fees can be paid to the carrier upon package delivery.

What to expect:
Fees vary depending on the country’s regulations, so it’s wise to check in advance for potential costs.

Customs Value of Goods

The customs value of goods is the basis for calculating import duties and is determined by the actual price paid or payable for the goods, adjusted for certain elements. If there is no sale, the customs value can be determined using alternative methods such as the value of identical or similar goods, deductive value, or computed value.

Costs included in the customs value cover transport, insurance, and packaging up to the point of entry into the customs territory of the Union. Costs incurred after entry into the Union, purchase commissions, and interest are not included. Correctly determining the customs value ensures accurate duty calculation and fair customs practices.

How to avoid customs issues in advance:

• Fill out documentation correctly – always include accurate invoices and declarations.
• Check customs rules – familiarize yourself with the rules for shipping to the destination country.
• Avoid prohibited items – check the list of restricted and prohibited goods (e.g., alcohol, animal skins, artwork, antiques, gold, silver, hazardous materials, firearms, explosives, flammable items, etc.).

When importing shipments, in addition to customs duties, VAT and special fees may also apply depending on the type and value of the goods. Key information:

Import VAT
VAT is calculated on the total customs value of the goods, including the price of the goods, transport and insurance costs up to the EU border, and customs duties. The standard VAT rate in Croatia is 25%, while reduced rates of 13% or 5% apply to certain products.

Special Fees
Certain types of goods, such as plastic products, electronics, or vehicles, may be subject to special fees (e.g., waste management or environmental fees). These fees are product-specific and regulated by separate laws.

Low-Value Shipments
Shipments up to €22 (until July 1, 2021) were exempt from VAT. Now, VAT applies to all shipments regardless of value. Low-value shipments may benefit from simplified customs procedures.

Delivery and Handling Fees
Carriers often charge additional fees for customs handling, which increases the total cost of the shipment.

Payment of Duties
Duties can be paid upon delivery or in advance, depending on the carrier or agreement with a customs broker. Understanding these charges helps avoid extra costs and delivery delays.

In summary…
Having a package held at customs can be frustrating, but timely action and proper documentation will help you resolve the situation quickly. Follow the tips for preparing shipments and stay informed about customs rules to prevent similar issues in the future.