UPS initiated contact with the sender to obtain clearance information. Once received, UPS will submit for clearance
UPS tracking parcelWhat this status means
Your parcel is at a UPS facility and is being held for customs clearance. UPS needs more information about the shipment, such as a description of the contents, their value or other paperwork. It has asked the sender to provide it. Once UPS has the details, it will submit the parcel to customs for clearance.
Is my package delayed?
This is an exception, not a routine scan. The parcel is paused until the missing information arrives, so the delivery may take longer than the previous steps did. It is not a sign the parcel is lost. The hold is usually followed by a message that it has been resolved, and then the parcel moves on.
What happens next
After the sender replies, the hold is released and the parcel continues. Most often the next scan is "Departed from Facility" (about one third of cases). Other common next steps are "Arrived at Facility", "Export Scan" or a message that the hold has been resolved. If the information is slow to arrive, the status may stay unchanged for longer than usual.
What you can do
- Wait and keep checking the tracking history. Many holds clear without any action from you.
- Contact the seller and ask them to answer UPS promptly with the invoice or contents details it needs.
- If nothing changes for longer than usual, contact UPS with your tracking number.
- Have your order confirmation and the seller's details ready. Be prepared that customs duties or taxes may apply once clearance goes through.
Previous status updates:
- We have your Package, Arrived at Facility 9
- Departed from Facility 4
- The information requested has been obtained and the hold has been resolved 3
- On the Way, UPS initiated contact with the sender to obtain clearance information. Once received, UPS will submit for clearance 2
- Arrived at Facility 2
- Your package is on the way 1
- The shipment has left the Aramex transit office and is now on its way to the final destination country1
- We have your Package, Pickup Scan 1
- Return to Sender Requested, UPS is in the process of returning this package to the sender 1
- UPS has received the information needed to submit your package for clearance 1
Next status updates:
- Departed from Facility 8
- Arrived at Facility 4
- Export Scan 3
- Your package is on the way 2
- The information requested has been obtained and the hold has been resolved 2
- A hold on your package has been resolved 2
- Warehouse Scan 2
- On the Way, UPS has received the information needed to submit your package for clearance1
- On the Way, UPS initiated contact with the sender to obtain clearance information. Once received, UPS will submit for clearance 1
- In Warehouse, Warehouse Scan 1
Other UPS statuses associated with «customs office requested an additional information»
- — A missing commercial invoice is causing a delay. We are working to obtain this information
- — Customs requires additional information or documents for clearance. Awaiting information from the customer
- — Importer's consumer or business Identification number is required for clearance. Awaiting information from the customer. / A hold on your package has been resolved
- — On the Way, Power of Attorney documentation is missing and required for clearance. Awaiting information from the customer
- — Unable to Deliver, Customs requires additional information or documents for clearance. Awaiting information from the customer. / The package is undeliverable and is in the process of being disposed of according to the local guidelines
- — Power of Attorney documentation is missing and required for clearance. Awaiting information from the customer. / We've left a message for the receiver to contact us
- — On the Way, A Government Agency has requested proof of package value. Awaiting information from the customer. / We've contacted the receiver
- — On the Way, Importer's consumer or business Identification number is required for clearance. Awaiting information from the customer
- — Customs requires additional information or documents for clearance. Awaiting information from the customer. / Resolved
- — Your shipment's commercial invoice is incomplete or missing. If you are the sender, please submit a valid invoice or provide the needed information to resume the transit journey
- — Your shipment's international documents are incomplete or missing. If you are the receiver/importer, please submit valid documents to resume the transit journey
- — On the Way, A Government Agency requires additional information or documents for clearance. Awaiting information from Customer
- — On the Way, The original export invoice is required to process duty relief. Awaiting information from the customer
- — The customer’s customs ID or the manufacturer’s ID code is required. Once received, UPS will submit for clearance. / We've contacted the receiver
- — A missing commercial invoice is causing a delay. We are currently waiting for information from the sender
- — Customs Requiring Information, contact UPS
- — UPS initiated contact with receiver or importer for clearance information. Once received, UPS will submit for clearance
- — Additional info or documents are required by the Agricultural Agency (USDA). Awaiting information from the customer
- — The investigation requires additional merchandise description. Please visit ups.com/claims or contact ups for additional support
- — UPS initiated contact with receiver or importer for clearance information. Once received, UPS will submit for clearance / We've contacted the receiver
- — UPS initiated contact with receiver or importer for clearance information. Once received, UPS will submit for clearance / We've contacted the receiver to request additional information
- — Package cannot clear due to Customs delay or missing info. Awaiting confirmation from sender on return or disposal
- — We'll contact the sender or receiver because Sender/Importer validation is required by customs before release
- — Translated documents are required for clearance. Awaiting information from the sender or recipient. / Resolved
Tracking package of UPS
With the use of our tracking form you can easily check the status of your package. Also if you want to tracking UPS and get your package location updates to your e-mail, you can Register on our website.
UPS — is not the only postal service that you can track at PackageRadar. See full list of postal services available.
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