Few things are more stressful than an order disappearing into customs, especially when it's your customer on the other end. This guide explains exactly what happens when an order is seized, what it means for your business, and the steps to take.
What does 'seized at customs' actually mean?
Customs seizure means a border authority has taken physical possession of a package. It's different from a standard customs hold or inspection delay. A seized package is one that authorities have actively removed from the normal delivery process because it may violate import rules, is missing required documentation, or owes unpaid duties.
Common tracking descriptions that indicate seizure include:
"Customs detention"
"Held by customs authority"
"Detained, awaiting clearance"
"Package under customs review"
A package showing "Customs Clearance in Progress" on tracking is not seized, it's being processed normally. Seizure typically results in a formal notice from the customs authority or a status that stays frozen with no forward movement for an extended period.
Why do packages get seized?
Seizures happen for specific reasons, most of which are preventable:
Unpaid duties or taxes. Zendrop does not support Delivered Duty Paid (DDP) shipping. This means import duties, VAT, and local customs fees are not pre-paid, they become the responsibility of the recipient or the seller. If these go unpaid, authorities may seize the package rather than deliver it.
Prohibited or restricted products. Some products cannot legally be imported into certain countries, or require special certifications (e.g., FDA, CE) to clear customs. Products lacking the right documentation may be detained or destroyed.
Incorrect or incomplete shipping documents. Missing commercial invoices, inaccurate product descriptions, or incorrect declared values can trigger a hold that escalates to seizure.
Products flagged for inspection. High-volume periods like Chinese New Year or peak holiday seasons can slow customs processing significantly and increase the chance of random inspections.
Country-specific restrictions. Some destinations (e.g., Brazil, Nigeria, Italy) have stricter import rules than others. Italy, for example, applies VAT to all imports regardless of value. Brazil has significantly longer customs windows of up to 110 days before protection applies.
Zendrop's role and its limits
It's important to understand where Zendrop's responsibility begins and ends.
U.S. orders: Tariffs for products shipping from China to the U.S. are already included in Zendrop's shipping cost. No additional import tariffs should be charged on U.S.-bound orders.
International orders: Zendrop cannot control local customs fees, import duties, or VAT for international destinations. These fees depend entirely on the destination country's regulations, and Zendrop is not responsible for them.
Seized packages: Customs seizure is outside Zendrop's jurisdiction. Zendrop cannot intervene with a foreign customs authority, release a detained package, or cover fines levied by a government body.
As a seller, you are responsible for communicating potential customs fees and restrictions to your customers before they purchase. Customers who are caught off guard by fees are more likely to refuse packages which can trigger a seizure or return.
What you should do when an order is seized
Work through these steps as soon as you see a seizure status or receive customer notification:
Check the tracking details. Use your Zendrop dashboard tracking number or a third-party tool like 17track.net to confirm the exact status and the last location update. Look for any authority name or reference numbers in the tracking notes.
Contact the destination country's customs authority. The recipient (your customer) will usually need to reach out to their local customs office directly. They may need to provide identity documents, proof of purchase, or pay any outstanding duties to release the package.
Advise your customer. Let them know what's happened and walk them through what they can do. If duties are owed, they will need to pay them directly to the customs authority, Zendrop cannot facilitate this payment on your behalf.
Assess the timeline. If the package is confirmed seized and cannot be recovered, check whether you are within Zendrop's delivery protection window before opening a support case.
When Zendrop's delivery protection applies
Zendrop's protection policy covers orders that are lost, stuck in transit, or expired, but seizure due to customs issues is not automatically covered, since it does not result from an error on Zendrop's part.
However, if your order hits the following protection windows without delivery, you may still be eligible for a refund or reshipment:
Destination | Days from ship date |
United States | 45 days |
Most other countries | 60 days |
Brazil | 110 days |
Refunds and replacements are only issued when Zendrop is at fault, e.g., items lost in transit without explanation, damaged products, or incorrect items shipped. Seizures driven by unpaid duties, restricted product categories, or missing documentation are not Zendrop's fault and are not covered under the standard refund policy. Each case is reviewed individually.
If you believe your case qualifies, contact Zendrop Support via the in-app messenger. Include the order number, tracking number, the seizure status as shown, and any correspondence from the customs authority.
How to reduce the risk for future orders
Most customs issues are avoidable. Build these habits into your store operations:
Set clear customer expectations. Add a note at checkout, or in your order confirmation email that international orders may be subject to customs duties and import taxes charged by the destination country. This is non-negotiable if you ship internationally.
Verify product legality before selling. Before listing a product for customers in specific countries, confirm it can legally be imported there. Some categories (supplements, electronics, cosmetics) face heavy scrutiny. Check HS codes via Zendrop if needed, Zendrop can often provide Harmonized System (HS) codes to help classify products for customs purposes.
Know your high-risk destinations. Countries like Brazil, Italy, and Nigeria have stricter customs environments. Factor in longer delivery windows and higher duty probabilities when setting customer expectations for these regions.
Use preview pricing before fulfilling. Zendrop lets you create sample orders to preview total shipping costs including tariff fees. Use this to spot unexpected cost surprises before they reach your customer.
FAQs
Will Zendrop reship an order that was seized? Not automatically. Seizures due to unpaid duties or prohibited products are outside Zendrop's control. Contact Zendrop Support to review your specific case, if the shipment qualifies under delivery protection windows, a reshipment or refund may be considered.
Who pays the customs fees to release the package? Your customer (the recipient) typically pays customs duties directly to the local authority. As the seller, you can choose to cover this cost as a goodwill gesture, but Zendrop does not facilitate these payments.
Does Zendrop include import duties in the shipping cost? For U.S. orders, yes tariffs from China are included in Zendrop's displayed shipping price. For international orders, local duties and VAT are not included and are collected separately by the destination country.
Can I check whether a product might be restricted in a country before shipping? Zendrop can provide HS codes to help identify product classifications for customs purposes. For specific import restrictions by country, consult the destination country's customs authority or a trade compliance professional.
My order has been at customs for two weeks, is that a seizure? Not necessarily. Customs clearance in some countries can take 2–4 weeks, especially during peak periods. It becomes a concern when the tracking status shows "detained" or stops moving entirely for 4+ weeks with no update. At that point, contact Zendrop Support.
Customs seizures are rare when sellers manage expectations, verify product eligibility, and keep shipping documentation accurate. If you're ever unsure, Zendrop Support is here to help you figure out the next move.