I sent the package back to China and it's stuck at the customs. What should I do?

Don't worry, this is a common situation and usually not a major problem. The core steps are: first, clarify the reason; second, supplement the required documents or pay the taxes; and finally, follow up with the release. The checklist below will help you sort out the issue step by step.

 

Step 1: Check the Status

Log in to the official website or app of your courier company to view the detailed logistics track and confirm if there are specific instructions such as "Customs Detention," "Submitted to Customs," or "Pending Tax Payment."

 

Request Documents: Immediately contact the courier company's customer service to request a "Customs Detention Notice." This document is crucial; it will clearly state the specific reason for the detention (e.g., discrepancies in declaration, missing documents, unpaid taxes, etc.) and the processing period.

 

Verify the Reason: Have the recipient call the 12360 customs service hotline, providing your tracking number, to verify the reason for the detention through official channels.

 

Step Two: 5 Common Reasons for Cargo Detention and Solutions

 

After receiving the notification, check the table below to see which category your package falls under:

 

1. Customs Duty Required: Don't panic, just pay the tax.

 

This is the most common situation. The recipient needs to follow the instructions in the notification and pay online through the "Customs Duty Payment" mini-program on Alipay/WeChat, or through the courier company. After successful payment, keep the receipt and notify the courier company to follow up on the release.

Related Reading: How do I pay the customs tax on returned packages sent to China?

 

2. Incorrect Declaration Information: Submit Authentic Supporting Documents

 

For example, incorrect declaration of product name or value. Prepare genuine shopping invoices, order screenshots, payment records, etc., to prove the authenticity of the goods and apply for correction of the declaration information.

Related Reading: How do I add a missing invoice to a returned package?

 

3. Incomplete Documents: Submit Documents as Soon as Possible

 

Prepare according to the type of goods:

 

• Personal shipments: Submit a photocopy of both sides of the recipient's ID card.

 

• Commercial shipments: Prepare commercial invoices, packing lists, contracts, etc.

 

• Special goods: For example, electronic products require 3C or CE certification, wooden packaging requires fumigation certificates, etc.

 

4. Suspected Sensitive/Prohibited Items: Handled on a case-by-case basis

 

• Unintentional/Restricted Items: If a license can be obtained, apply for it as soon as possible; otherwise, apply for return shipment.

 

• Counterfeit/Infringing Items: If you have proper authorization, submit proof; if not, apply for return shipment as soon as possible to minimize losses, otherwise you may face confiscation of goods or even fines.

 

• Clearly Prohibited Items: You can only cooperate with the handling; the legal consequences are serious.

 

5. Routine Inspections: Be patient

Customs will randomly open and inspect approximately 5%-10% of packages. This is a normal procedure, and they will generally be released automatically within 1-3 days without any additional action.

 

Step 3: Where to check? Who can I contact?

 

Official inquiry channels: Use the "Customs Mobile App"/mini-program or the China International Trade Single Window website to check the customs status of inbound and outbound parcels using the tracking number. These official platforms are authoritative and provide accurate information.

 

Preferably contact the courier: Customs is the regulatory body and usually only provides instructions to the carrier (your courier company). Therefore, contacting your courier company's customer service as soon as possible is the most efficient solution.

 

Step 4: After the problem is resolved, remember to confirm!

 

After processing, continue to track the logistics status through the courier's official website or app until it shows "Customs Released". After the package is released, remember to check whether the goods are intact.