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?

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.

Note: Total delivery time (12-18 business days) = international shipping time (usually 7-10 business days) + customs clearance (1-2 business days but may take longer) + in-country transit to you (2-5 business days).

Once your order is in-country, please use your local governmental postal service website for the best tracking updates. Additionally, you can track all of your shipments at 17Track.

👉 USPS Tracking for all US orders (LKxxxxxxxxxFR, LPxxxxxxxxxIN, RRxxxxxxxxxAE or LTxxxxxxxxxSG).

Note: Shipments with an FR suffix (LKxxxxxxxxxFR) will not appear on the USPS website until they arrive in the USA;

👉 Asendia website for orders that have an FR suffix regardless of the destination country (LKxxxxxxxxxFR);

👉 17Track can also be used for packages shipped from Dubai via Emirates Post for more accurate results (RRxxxxxxxxxAE);

👉 Royal Mail for parcels sent from India to the UK (RMxxxxxxxxxxxIN);

👉 India Post for packages sent from India to anywhere in the world (LPxxxxxxxxxIN, EAxxxxxxxxxxxIN or RMxxxxxxxxxIN);

👉 Australia Post for packages sent from India and Singapore to Australia (LPxxxxxxxxxIN, EMxxxxxxxxxIN or LTxxxxxxxxxSG);

Note: Shipments with an FR suffix (LKxxxxxxxxxFR) will not appear on the Australia Post website until they arrive in Australia;

👉 Singapore Post for packages shipped from Singapore for more accurate results (LTxxxxxxxxxxxSG);

👉 Singapore Post for packages shipped from India to Singapore (EAxxxxxxxxxxxIN);

👉 Swiss Post website for orders that have an CH suffix regardless of the destination country (LPxxxxxxxxxCH);

If your order has been assigned a tracking number, it means your package has been successfully shipped and your order status is In Transit. Order information may not appear in the tracking system until the shipment reaches the first local port in your country, so sometimes you may see "Unknown," "Pending," "Not Found," or "Tracking Does Not Exist.