Customs retention or investigation

What this status means

Asendia International has recorded that your parcel is being held by customs in the destination country. The parcel is at a customs facility, not out for delivery. "Retention or investigation" is a broad label. It can mean a routine document check, a request for more information about the contents or value, or an inspection of the parcel itself.

Is my package delayed?

This message is an exception, not a normal pass-through step. Many parcels are released after a routine check, but the hold does mean the parcel is stopped for now. Expect this stage to take longer than the previous steps. Nothing here says the parcel is lost or will be returned.

What happens next

If customs finds everything in order, the parcel is released and moves on to the local delivery network. You will then usually see a customs-cleared update followed by a handover to the local carrier. If customs needs payment or more information, the hold continues until that is sorted. In rare cases a parcel can be refused or sent back.

What you can do

• Wait and keep checking the tracking history, since many holds clear without any action from you.
• Watch for messages from customs or the local carrier asking for duties, taxes or documents, and respond promptly.
• If the status does not change for longer than you would expect, contact the seller first, then Asendia.
• Have your tracking number, order confirmation and a description of the contents and their value ready.