Purolator shipment held at customs: what to do
Purolator’s cross-border shipments are cleared by Purolator’s own designated broker. If yours is held, it is usually waiting for payment or for information. Here is how to get it moving.
- Call1-888-SHIP-123
- BrokerPurolator’s designated broker
- Scamsthe CBSA never texts
Customs rules change — confirm with the official sources on this page or with a licensed customs broker before you ship.
Purolator messages, in plain words
Typical wording — your tracking may phrase it differently.
- Held for customs clearance
- Customs is processing it, or waiting for payment or information.
- Duties and taxes owing
- Pay before delivery — online or by phone.
- Awaiting documentation
- Send the commercial invoice.
- Held by another government agency
- A department such as the CFIA or Health Canada must approve the goods.
- Returning to sender
- Charges weren’t paid or the goods were refused. Call Purolator 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 help with a held Purolator shipment and clear your regular imports. Free quote, no commitment.
Get a free quoteIn short
Why Purolator is holding your shipment
For Purolator’s express shipments to and from other countries, customs clearance is done by Purolator’s designated broker. When duty and taxes are owed by the receiver, the shipment waits until they are paid.
Read the details
The other common cause is information: the commercial invoice is missing, the description is too vague, or the value or country of origin is missing.
For larger or regular commercial imports, a business can use its own customs broker on other services or freight. Ask Purolator what applies to your shipment.
Getting a held Purolator shipment released
Check the status on purolator.com
Track the shipment on purolator.com with your tracking number — not from a link in a text message.
Pay what is owed
If duty and taxes are owed, follow the payment instructions on Purolator’s site or notice, or call Purolator at 1-888-SHIP-123 (1-888-744-7123).
Send missing documents
If information is missing, send the commercial invoice: what the goods are, how many, their value and where they were made.
Check the amount
If the duty or tax is wrong, pay to release the shipment and ask the CBSA for an adjustment. The CBSA does not refund broker fees.
A text asking you to pay is probably a scam
The CBSA never asks for payment by text, email or phone. Purolator’s real payment page is on purolator.com. If a message pushes you to pay a “customs fee” through a link, don’t click it: open purolator.com yourself and track the package there.
Common questions
Can I choose my own customs broker with Purolator?
Not for Purolator Express U.S. and international shipments: Purolator’s designated broker does the clearance. For freight and regular commercial imports, ask about using your own broker. Get a broker quote.
How do I reach Purolator about a customs hold?
Call 1-888-SHIP-123 (1-888-744-7123) with your tracking number, or use the contact options on purolator.com.
Can I refuse the shipment?
Yes. It goes back to the sender. Check the seller’s return 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.
Not sure what the message means?
Two taps and we’ll tell you what to do in the next hour.
Keep reading
The next steps most people take from here.
Shipment stuck?
Two taps to understand what the carrier’s message means and what to do in the next hour.
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
Describe your shipments and we will connect you with a licensed customs broker.
Read →