UPS package held at customs in Canada: what to do
When UPS tracking says import charges are due or clearance information is needed, the package waits until you act. Here is what each message means and how to get it moving.
- PayPay Now on UPS tracking
- Billduty, GST + UPS brokerage
- Scamsthe CBSA never texts
Customs rules change — confirm with the official sources on this page or with a licensed customs broker before you ship.
UPS messages, in plain words
Typical wording for imports into Canada — your tracking may phrase it differently.
- Import charges due
- Duty, taxes and UPS fees must be paid before delivery. Use Pay Now on UPS tracking.
- Clearance in progress
- Normal. UPS is declaring your goods to the CBSA.
- Clearance information required
- UPS needs an invoice or details. 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 UPS now — it can sometimes be stopped.
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 UPS shipment, deal with UPS and the CBSA, and clear your next ones too. Free quote, no commitment.
Get a free quoteIn short
Why UPS is holding your package
UPS acts as the customs broker for most packages it brings into Canada: it declares the goods to the CBSA, pays the duty and GST for you, then holds the package until you pay those amounts and its own fees.
Read the details
The bill usually has three parts: the duty and taxes set by the CBSA, a fee for preparing the customs entry, and a disbursement fee for advancing the payment. UPS lists these charges in its Canadian terms and conditions of service.
If the hold is about paperwork rather than payment, UPS needs something from you or the sender — usually a commercial invoice, a clearer description of the goods, or your business number for a commercial import.
Getting a held UPS package released
Read the tracking status
Track the package on ups.com with the tracking number from your order, not from a text message. The status tells you whether UPS is waiting for payment or for information.
Pay from UPS tracking
If import charges are due, the UPS tracking page shows a Pay Now link. Paying online before delivery avoids collecting at the door. UPS My Choice can notify you of charges ahead of time.
Answer document requests
If UPS asks for an invoice or more details, reply to UPS with the commercial invoice from the seller: what the goods are, how many, their value and where they were made.
Check the amount
Compare the value UPS used with what you paid. If the duty or tax is wrong, pay to get the package and ask the CBSA for an adjustment. The CBSA does not refund UPS’s own fees.
Importing often? Use a broker
If you import for a business, your own customs broker can clear your UPS shipments instead of UPS. Set it up before the next order.
A text asking you to pay is probably a scam
The CBSA never asks for payment by text, email or phone. UPS’s real payment page is on ups.com. If a message pushes you to pay a “customs fee” through a link, don’t click it: open ups.com yourself and track the package there.
Common questions
Why do I pay UPS on top of the duty and taxes?
Because UPS acted as your customs broker: it declared the goods and advanced the duty and GST to the CBSA. Its entry and disbursement fees pay for that service, as set out in UPS Canada’s terms and conditions of service.
Can I refuse a UPS package?
Yes. A refused package goes back to the sender and you don’t pay UPS. Check with the seller first: some refund the order, others don’t.
Can I use my own customs broker instead of UPS?
Yes. Business importers often have their own broker clear UPS shipments, which can cost less if they import regularly. Get a broker quote.
The duty looks wrong. How do I get money back?
Pay to release the package, 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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Read →Do I need a customs broker?
No law requires one. What a licensed broker does, and what importing on your own involves.
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