What this status means
Aramex has your parcel at a customs facility, and customs cannot release it yet. Something is missing or unclear, such as an ID number, a description of the contents, an invoice or proof of value. Aramex is waiting for you, the recipient, to supply it. The parcel is not moving until then.
Is my package delayed?
This message is an exception, not a routine step. The parcel stays on hold until the missing details are provided, so delivery will take longer than usual if you do not respond. It does not mean the parcel is lost or will be returned, but it does need action from you.
What happens next
Once Aramex or customs receives and accepts the information, the parcel is cleared. It then goes back into the network for sorting and delivery to your area. If customs duties or taxes apply, you may be asked to pay them before the parcel is released. If the information is not provided, the hold can continue and the shipment may eventually be sent back.
What you can do
- Check your email, SMS and phone for a message from Aramex asking for details, and reply promptly.
- Have your tracking number, ID, and order invoice or receipt ready.
- If you received no request, contact Aramex customer service and ask exactly which details customs needs.
- Ask the seller for a commercial invoice or item description if you do not have one.
Other Aramex statuses associated with «customs office requested an additional information»
- — The shipment is currently with customs clearance and the customer's documents are required (KYC)
- — Requires additional documents from customer prior to shipping
- — The shipment is currently with customs clearance Awaiting instructions from the customer
- — Customs clearance update: The ID/verification papers were unfortunately not accepted New valid KYC documents are required
- — The shipment is currently with customs clearance awaiting further details from the customer
- — Important note: The customer's ID Number is either missing or invalid. The correct details are needed to proceed Customer to be validated through KYC
- — The package is currently at the origin facility. Awaiting further details from the customer
- — Important note: The customer 's ID Number is either missing or invalid. The correct details are needed to proceed. Customer to be validated through KYC
- — The package is currently with customs clearance and awaiting further details from the customer
- — Shipment Held for Customs Clearance - Customer ID Number Or Importers Code Required
- — Customer could not be reached - contact details required from customer
- — On hold - Missing clearance documents - Invoice / Know your customer (KYC)
- — Customs clearance update: The ID/verification papers were unfortunately not accepted. New valid KYC documents required
- — The shipment is currently at the origin facility Awaiting further details prior to shipping
- — Additional documents are needed from the customer prior to shipping
- — Delivery status: On hold. There is/are a missing clearance document/s - invoice / Know Your Customer (KYC)
- — The package is currently with customs clearance. Awaiting instructions from the customer
- — The shipment is on hold There is/are a missing clearance document/s - invoice
- — Shipment Held for Customs Clearance - Awaiting Customer Instructions
- — Customer Contacted, hold for customs, reminder
- — Shipment at origin facility - awaiting further details from customer
- — Shipment Held for Customs Clearance - Customer Documents Required (KYC)
- — The package is currently with customs clearance and the customer 's ID number or the importer 's code is required
- — The package is currently with customs clearance and the customer 's documents are required (KYC)
Tracking package of Aramex
With the use of our tracking form you can easily check the status of your package. Also if you want to tracking Aramex and get your package location updates to your e-mail, you can Register on our website.
Aramex — is not the only postal service that you can track at PackageRadar. See full list of postal services available.
Right now only!