When to use it
Use when tone matters and support needs empathy before explaining the boundary.
Use the wording to explain what the tracking page says, request carrier/customs notice details, and keep policy boundaries clear.
Customs delay apology email template
Acknowledge frustration about customs delays without blaming the customer or carrier.
This is a free wording template. It does not process payments, provide tax or legal advice, act as a customs broker, contact carriers, issue refunds, replace items, or promise customs or delivery outcomes.
Subject line
Sorry for the customs delay
Adapt for Shopify email, a help desk macro, or a manual support reply.
Copy-ready template
Hi {{customer_first_name}},
I am sorry your order {{order_number}} is delayed during customs processing. I know international delivery delays can be frustrating, especially when the tracking page is unclear.
Please continue checking the carrier tracking page for the latest customs scan. If the status remains unchanged by {{next_check_time}}, reply here and we can explain our store policy options.
Best,
{{store_name}} Support