How to Avoid Customs Problems with Your Shipments?

A package held at customs can mean days of waiting, unexpected charges for your customer, and, in the worst case, a return that absorbs the cost of the entire shipment. The most frustrating part is that the vast majority of these problems share a common cause: incomplete or incorrect information at the moment the label is generated.

Knowing the rules before you ship is the difference between a shipment that crosses smoothly and one that ends up stranded at the border.

What is customs and why can it hold your package?

Customs is the authority in each country responsible for inspecting shipments that cross its borders, verifying that they comply with local regulations, and determining whether tariffs or import taxes apply.

A package can be held when documentation is incomplete or incorrect, when the contents don't match what was declared, when the product is restricted or prohibited in the destination country, or when duties haven't been paid or arranged. None of these situations is impossible to prevent.

1. Check whether you need a customs broker

For low-value shipments or standard parcels sent through a recognized carrier, you generally don't need to hire a customs broker independently: the carrier itself handles customs clearance as part of the service.

However, in some cases having one may be necessary or advisable:

• High-value commercial shipments that exceed the import thresholds of the destination country.
• Regulated products such as food, medicine, cosmetics, chemicals, or electronics with lithium batteries.
• Exports from certain countries that require additional export documentation, such as the AES ITN on certain shipments from the United States.
• Very large volumes that involve formal import procedures at the destination.

If you're unsure whether your shipment requires a customs broker, check with the carrier you plan to use or with your shipping platform's support team before proceeding.

2. Complete the documentation accurately

The commercial invoice is the document customs authorities around the world review most. According to FedEx, this invoice provides the information needed for customs clearance, so it's essential to complete it correctly. These are the fields that can't fail in an international shipment:

• Description of contents: precise, and in English when the destination requires it. Avoid generic descriptions like "assorted items" or "merchandise."
• Declared value: must reflect the real value of the transaction. Undervaluing a shipment is a high-risk practice that can lead to holds or penalties.
• HS code (Harmonized System): the international classification of the product that determines the duties the destination customs office will apply. An incorrect code can cause your product to pay higher duties than necessary or to be classified as restricted merchandise.
• Quantity and units: specify how many units the package contains and in what unit of measurement.
• Sender and recipient details: complete, with address, postal code, country, and contact number.
• Reason for shipment: whether it's a commercial sale, a gift, a sample, or a return. Stating it can reduce customs charges in some cases.

Tip: Remember that all documentation (commercial invoice, label, and delivery note) must be consistent with one another. A discrepancy, even a seemingly minor one, can trigger an additional customs review.

3. Don't assume every country has the same rules

One of the most common mistakes when exporting is assuming that customs rules are universal. They aren't. Every country has its own regulations on:

• Permitted and prohibited products: what can be imported into one country may be restricted or prohibited in another.
• Duty-free import thresholds: the value at which taxes apply varies significantly between countries and can change with each government's trade policies.
• Additional required documentation: some destinations require certificates of origin, health licenses, technical certifications, or other documents depending on the type of product.
• Labeling requirements: language, units of measurement, nutritional information, safety warnings, and other elements that must be present on the packaging or the product.

Verifying in advance that your product meets the standards of the destination country is one of the most important steps to avoid holds.

4. Meet the labeling requirements of the destination country

Labeling is one of the most frequent causes of holds, and one of the easiest to prevent. Some countries require that products carry:

• Local language on the label or in the instructions for use.
• Origin information: "Made in [country of manufacture]" is mandatory in many markets.
• Safety warnings specific to electronics, food, cosmetics, or chemical products.
• Metric or imperial units according to the receiving country's standard.

Research the labeling requirements of the destination country before preparing your package, not after.

5. Clearly define who pays the duties

When a buyer receives a package and is charged an unexpected duty, the most common reaction is to refuse delivery. That creates a costly return and a bad experience that rarely gets repeated.

The Incoterms from the International Chamber of Commerce define the terms of delivery and responsibility in international trade. The most relevant ones for ecommerce are:

• DAP (Delivered at Place, formerly known as DDU): the buyer pays the duties upon receiving the package. It's the most common arrangement, but it can lead to refusals if the customer wasn't informed.
• DDP (Delivered Duty Paid): the seller assumes the duties from the origin. The buyer receives the order with no additional charges at the door. It builds more trust and reduces delivery refusals.

Whichever you choose, the key is to communicate it to the buyer before they confirm the purchase, so there are no surprises at delivery.

6. Respond quickly to any request for additional information

Customs may request additional documentation during the review process. How quickly you respond to these requests is decisive for the total length of the hold. A one-day delay in your response can mean several additional days of waiting for your customer.

Keep the supporting documents for each shipment available —invoices, permits, certificates— in case customs requests additional information after the label has been generated.

7. Use a reliable logistics service provider

The carrier you choose has a direct impact on the customs experience. Carriers with a larger international presence have established agreements and processes with the customs authorities of the countries where they operate, which speeds up clearance.

Platforms like Envia.com directly integrate tools to manage customs documentation from the label creation process: product declaration with HS code, commercial invoice, choice of duty arrangement (DDP or DAP), and upload of additional documents, all in one place. If you want to learn how it works in detail, you can check the Envia.com Help Center to explore the platform.