Package Stuck in Australian Customs? Follow these Steps

Recently, more Australians have reported parcels sitting in “awaiting clearance” for days or even weeks, a trend reflected in discussions across forums such as Reddit and other community channels. These delays are usually the result of heavier customs workloads and closer inspection of inbound international parcels.

This guide explains why packages get held in Australian customs, how long clearance can take, and the steps you can take to resolve a delay. Whether you’re waiting on a small online purchase or managing commercial imports, the following sections provide a clear, practical roadmap.

Resolve Customs Delays Quickly

Get help clearing held parcels and move shipments forward faster.

Get a Quote Now

What to Do If Your Package Gets Stuck in Customs

If your package is held in Australian customs, start with these quick checks before moving to the detailed steps below:

• Check tracking updates for notes like “awaiting clearance” or “customs inspection.”
• Confirm that all import documents, including the commercial invoice and packing list, are complete and accurate.
• Ensure duties or GST have been paid; unpaid charges will halt clearance.
• Contact your courier (DHL, FedEx, TNT, or Australia Post) for an update on the specific hold.
• Engage a customs broker if the issue isn’t resolved promptly.

If you need support managing paperwork or coordinating with ABF, you can also contact Couriers & Freight for customs clearance assistance.

Why Packages Get Stuck in Australian Customs

Packages are typically held in Australian customs for a few well-defined reasons that appear repeatedly across most delay cases. Documentation issues are the most common. Even one error on a commercial invoice, packing list, or certificate of origin can stop a parcel from moving. Customs also holds shipments when duties or GST remain unpaid.

Some parcels are selected for further checks. The ABF may inspect goods randomly or because they raise biosecurity concerns. Delays also occur when items are misdeclared, such as when the declared value is lower than the actual value or the product description does not clearly identify what is being imported.

The shipment type also affects clearance speed. Low-value parcels (under $1,000) often move through self-assessed clearance, while commercial freight requires a full import declaration and accurate supporting documents. Because of this, freight is more likely to be delayed when paperwork is incomplete.

In 2024, the Department of Agriculture, Fisheries and Forestry reported that many delays stem from forms with errors or missing details, which slow border processing. Knowing these causes helps importers understand where a hold might have occurred and what to address next.

Customs Delays During the Christmas Season

Between November and January, clearance delays increase because parcel volumes surge and border-processing systems operate near capacity. Contributing factors include:

• Limited staff capacity at ABF during peak times
• Surge in new import declarations
• Documentation submitted hastily or incorrectly

To reduce the risk of holiday-season delays:

• Submit accurate invoices with complete descriptions and values early.
• Pre-lodge import declarations, especially for high-value or high-volume goods.
• Use a customs broker to pre-clear shipments so that required paperwork is handled in advance.

How Long Can Customs Hold a Package in Australia?

If your package stuck in Australian customs is not cleared straightaway, you’ll want to understand realistic timelines. For low-risk shipments with all documentation in order, customs clearance often takes 1 to 3 business days, based on industry data.

However, when parcels are flagged for inspection or documentation is incomplete, the hold can extend to several days or weeks.

Key factors that affect how long your package remains held include:

• The declared value of the goods. Higher-value items might need a formal import declaration.
• Whether the parcel has been flagged for inspection.
• Backlog at customs or busy periods (particularly seasonal peak).
• The presence of biosecurity risks, which can lead to additional screening by DAFF.

If duties or paperwork remain unresolved, holds can extend for weeks until the matter is settled.

Step-by-Step: What to Do If Your Package Is Stuck in Customs

1. Review tracking updates

Confirm whether the status indicates “awaiting clearance,” “customs inspection,” or a similar note. This helps you pinpoint that the issue is with customs rather than transit.

2. Call your courier

Ask your carrier for a clear explanation of the hold. Many carriers have in-house brokerage teams that can resolve documentation or duty issues directly.

3. Make sure duties and GST are paid 

If you haven’t paid applicable charges, request an invoice or payment link from your courier or customs broker.

4. Gather and resend missing documents

Provide any required paperwork, such as invoices, packing lists, and certificates, while ensuring that they all have accurate values, descriptions, and origin information. Accuracy matters.

5. Follow up with ABF

If the delay exceeds a week and your courier has no resolution, raise an inquiry with the ABF.

6. Use Couriers & Freight’s customs-clearance service

The digital freight platform supports multi-carrier tracking, document uploads, and payment coordination, and their team can take over the interaction with ABF on your behalf.

Each of these steps gives you more control and clarity when dealing with a package stuck in Australian customs. Taking prompt action often leads to faster release.

How to Contact Australian Customs About a Package

If you need to reach out to the Australian Border Force (ABF) directly, here are the proper channels:

• Phone: Dial 131 881, the ABF general enquiries line for trade, cargo and customs.
• Cargo support enquiries: Use 1300 558 099 for assistance with import declaration systems.
• Information support: Call 1300 363 263 to get help navigating the ABF website or its processes.
• Online: Use ABF’s official “Contact Us” page.

Before contacting ABF, check with your courier. In most cases, brokers or courier customer teams should handle the first resolution step.

How Couriers & Freight Helps with Customs Clearance

Couriers & Freight provides dedicated customs-clearance support that helps resolve delays by managing documents, duties and communication with both the carrier and ABF. We manage the full process: document collection, duty payment, and liaison with both carriers and ABF.

Here is how they add value:

• Our multi-carrier dashboard gives you visibility of shipments across DHL, FedEx, TNT and other couriers.
• You can upload all required import documents directly into our system, so there's less risk of missing or incorrect paperwork.
• We provide real-time tracking and notifications, so you always know when your parcel moves or clears.
• The team coordinates payment of duties and GST, working with customs and carriers to facilitate the timely release of your package.

If you face a persistent delay, you can choose to appoint Couriers & Freight to take over the clearance fully. Visit our customs clearance page to learn more.

FAQs About Packages Stuck in Australian Customs

How do I know if my package is stuck in customs?

If tracking shows statuses like “awaiting clearance” or “customs inspection,” and there’s been no movement for several days, that’s a strong indication that your parcel is being held for customs.

What does “awaiting clearance” mean?

It means your package is waiting for customs to assess it. The delay can be due to documentation checks, duty payments, or an inspection request by ABF.

How long can customs hold parcels?

Clearance for simple, low-risk shipments often takes 1 to 3 business days. However, if your parcel is selected for inspection or your paperwork is incomplete, it may take several days to weeks.

Who should I contact first, the courier or ABF?

Start with your courier. Their brokerage team typically has the most direct insight into why a package is held. Only escalate to ABF if the courier cannot resolve the delay within a reasonable timeframe.

What documents are needed for customs clearance?

Standard requirements include a commercial invoice, packing list, and possibly a certificate of origin or other permits, depending on the goods. Missing or incorrect documentation is a common cause of delays.

Can Couriers & Freight help with stuck packages?

Yes. Couriers & Freight specialises in customs brokerage and can take over clearance tasks, pay duties, coordinate with ABF, and help release a package stuck in Australian customs more efficiently.

Resolve Customs Delays Quickly

Get help clearing held parcels and move shipments forward faster.

Get a Quote Now