Stuck in customs? What if my order is held up at customs and not released?

My order has been at customs for several days now and not updated. I think my package is stuck in customs. Should I be worried? My order has been stuck in NY port for 15 days, it doesn't look like it's going to get here. Can I get another order sent out?

COVID-19 Update. Expect your package in June >

All arriving packages will have to remain in quarantine for 10-12 working days, and only after that will be scanned at the first US, UK, or Australian port and only then pass through customs. Hence, there will be an additional delay of another 10-12 days for all parcels movement.

Clearance at customs is a necessary procedure for all the goods crossing a border between countries. It usually takes 2 – 3 days but sometimes may take up to 14 days if there is a delay at customs so you may, therefore, experience a delay in receiving your items.

While we make the effort to ensure all parcels pass through customs without issue (99.7% of our parcels go through 🇺🇸 the US, 🇬🇧 the UK, 🇪🇺 the EU, 🇦🇺 Australia & New Zealand customs smoothly), individual countries have different criteria.

In the unlikely event of your parcel gets lost or stuck at customs for more than two weeks, please inform us – we will resend your order at no additional charge or refund you if preferred.

P.S. Please note that total delivery time (usually 7-12 business days) = shipping time (usually 7-10 business days) + customs clearance time (usually 1-2 business days).

COVID-19 Impacts

The virus has caused lots of weird stuff to happen worldwide with logistics, especially things that are shipped out of India, Singapore. Some packages get delivered in just 10 business days, some in a few weeks, some - in 1-2 months even for orders sent from the same location on the same day.

During the COVID crisis tracking updates may not be available at all - postal providers optimize and speed-up their operations worldwide by skipping package scanning.

Please use your local postal provider website for more accurate tracking updates.

👉 USPS Tracking for US orders
👉 Australia Post for packages dispatched to Australia from India (EMxxxxxxxxxIN)
👉 Singapore Post for packages dispatched to Australia from Singapore (LTxxxxxxxxxSG)
👉 Royal Mail for packages dispatched to the UK from Singapore (LTxxxxxxxxxSG)
👉 ParcelForce for packages dispatched to the UK from India (EMxxxxxxxxxIN)