When to use it
Use when the carrier scan mentions customs hold, clearance event, or border processing.
Use the wording to explain what the tracking page says, request carrier/customs notice details, and keep policy boundaries clear.
Package held in customs email template
Reply when tracking says a package is held in customs or awaiting clearance.
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
Package held in customs update
Adapt for Shopify email, a help desk macro, or a manual support reply.
Copy-ready template
Hi {{customer_first_name}},
Tracking for order {{order_number}} currently shows that the package is being held or processed by customs. This step can depend on carrier scans, customs review, and any local import requirements.
Please check the carrier page for the latest instructions. Store support cannot guarantee customs release timing, but we can help explain our policy options if the status remains unresolved.
Best,
{{store_name}} Support