The package is currently with customs clearance. Awaiting instructions from the customer

What this status means

Aramex has handed your parcel to the customs office of the destination country, and customs has asked for more information before it will release it. The parcel is held at a customs or clearance facility, not on a vehicle. Aramex is waiting for you, the recipient, to supply what is missing.

Is my package delayed?

This is an exception, not a routine scan. The parcel will not move on until the request is answered, so it is effectively paused. Whether the delay becomes long depends mostly on how quickly the information reaches Aramex and whether customs accepts it.

What happens next

Once customs has what it needs, it can clear the parcel. Aramex then moves it on to a local delivery facility and out for delivery. If customs wants duties or taxes paid, or the documents are not accepted, the parcel stays on hold and a further request may follow.

What you can do

• Check your email, SMS and phone for a message from Aramex or customs asking for details.
• Reply with what is asked for, such as ID, tax number, an invoice or a description of the contents.
• If nothing has reached you, contact Aramex customer service with your tracking number and ask exactly what is needed.
• Ask the seller for the commercial invoice or order details if you do not have them.