FedEx shipment held at customs in Canada: what to do
A FedEx package from abroad can stop at customs for two reasons: duties and taxes are waiting to be paid, or FedEx needs more information. Here is how to tell which, and what to do.
- Payfedex.ca/paynow
- Call1-800-463-3339
- Scamsthe CBSA never texts
Customs rules change — confirm with the official sources on this page or with a licensed customs broker before you ship.
FedEx messages, in plain words
Typical wording for imports into Canada — your tracking may phrase it differently.
- Clearance delay
- Customs is waiting for something — often information or payment.
- International shipment release – Import
- Normal. Customs has released the goods.
- Payment required / duties and taxes due
- Pay at fedex.ca/paynow or by phone before delivery.
- Held by another government agency
- A department such as the CFIA or Health Canada must approve the goods.
- Returning to shipper
- Charges weren’t paid or the goods were refused. Call FedEx now.
Two ways to get this done
Do it yourself
Everything you need is on this page, step by step, from official government sources.
Read the guideLet a broker handle it
A licensed customs broker can take over a held FedEx shipment, deal with FedEx and the CBSA, and clear your next ones too. Free quote, no commitment.
Get a free quoteIn short
Why FedEx is holding your shipment
FedEx clears most packages it brings into Canada itself: it pays the duty and taxes to the CBSA on your behalf and charges a disbursement fee for advancing them. When payment is due, the shipment can wait at the FedEx station until it is arranged.
Read the details
FedEx can also add a Reimbursement on Delivery fee for recipients without a FedEx account, and other clearance fees depending on the shipment.
If the hold is about information, the usual cause is the commercial invoice: a vague description, a missing value or no country of origin.
Getting a held FedEx shipment released
Check the status on fedex.ca
Track the shipment on fedex.ca with the tracking number from your order — not from a text message.
Pay online or by phone
Pay with only your tracking number at fedex.ca/paynow, with an invoice number at fedex.ca/payment, or call FedEx at 1-800-463-3339 and say “duties and taxes”.
Send what FedEx asks for
If FedEx needs information, reply to their message with the commercial invoice: what the goods are, how many, their value and where they were made.
Check the amount
Compare the value used with what you paid. If the duty or tax is wrong, pay to release the shipment and ask the CBSA for an adjustment. The CBSA does not refund FedEx’s fees.
Importing often? Use a broker
FedEx lets you choose your own customs broker instead of its broker-inclusive service. Business importers who use CARM can also self-clear. Set it up before your next shipment.
A text asking you to pay is probably a scam
The CBSA never asks for payment by text, email or phone. FedEx’s real payment page is on fedex.ca. If a message pushes you to pay a “customs fee” through a link, don’t click it: open fedex.ca yourself and track the package there.
Common questions
What is the FedEx disbursement fee?
It’s what FedEx charges for paying your duty and taxes to the CBSA in advance. It’s based on the amount advanced and billed to whoever pays the import charges.
Can I use my own customs broker with FedEx?
Yes. FedEx offers broker-inclusive clearance or lets you choose your own customs broker. Get a broker quote.
Can I refuse a FedEx package?
Yes. It goes back to the sender. Check the seller’s return and refund policy first.
The duty looks wrong. How do I get money back?
Pay to release the shipment, then ask the CBSA for an adjustment with your receipt and invoice. Requests about value, classification or origin must be made within one year of import.
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Keep reading
The next steps most people take from here.
Shipment stuck?
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Read →Do I need a customs broker?
No law requires one. What a licensed broker does, and what importing on your own involves.
Read →Get a quote
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