When to use it
Use when tracking shows customs processing, clearance delay, or import review.
Use the wording to explain what the tracking page says, request carrier/customs notice details, and keep policy boundaries clear.
Customs delay update email template
Explain that an international order is delayed in customs without promising release timing.
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
Customs delay update for your order
Adapt for Shopify email, a help desk macro, or a manual support reply.
Copy-ready template
Hi {{customer_first_name}},
Thanks for checking on order {{order_number}}. The tracking page currently shows a customs or clearance delay. International packages can require additional processing before the carrier can continue delivery.
Please review the carrier tracking page for the latest scan and any instructions. If the status has not changed by {{next_check_time}}, reply here and we can explain the support options available under our store policy.
Best,
{{store_name}} Support