If your parcel is delayed in customs, the next steps depend on the reason for the delay.
Customs is processing my shipment
If your tracking indicates that your parcel is undergoing customs clearance, additional processing may be required before it can continue to its destination.
Customs clearance times vary by country and are outside of our control. We recommend allowing additional time for the clearance process to be completed.
If customs requires any information or payment from you, they or the carrier will contact you directly with instructions.
The carrier has asked me to provide information or pay duties and taxes
If you have been contacted by the carrier or customs requesting information, documentation, or payment of duties and taxes, please follow the instructions they have provided. Your parcel cannot proceed through customs until these requirements are met.
The carrier requires documentation from Tekla
If the carrier has informed you that they are waiting for documentation or other information from Tekla before your parcel can be released, please let us know.
When contacting us, please include:
- Your 6-digit Tekla order number
- Any message or reference you have received from the carrier explaining what is required
Our customer care team will review the matter and work with the carrier to provide any required documentation.
My parcel has been in customs for several days with no updates
If your parcel has remained in customs for an extended period and you have not received any communication from customs or the carrier, we recommend contacting the carrier directly using your tracking number for the latest update.
Alternatively, our customer care team will be happy to investigate the shipment with the carrier.