Understanding Customs Notifications & Instructions
If you find no specific instructions in the parcel tracking details, your shipment may smoothly proceed without further action needed. Our suggestion is to patiently await potential guidance from Customs, unless the delay persists for another 3 days.
Sometimes, they already have guidance on your shipment and the information is still making its way to shippers/recipient through the communication network.
Your shipment may be held at customs because additional information or documents are needed. These instructions usually show up in your tracking page or are sent to you via email from the courier or clearance agent.
Customs may request further details if:
Information provided during shipment creation was incomplete or unclear
The goods require additional declarations (e.g. tax, regulation, or licensing requirements)
There are discrepancies between the invoice and the actual contents
Below are the most common types of instructions, organized by who is responsible to respond.
These typically refer to the recipient of the shipment (unless it's a personal shipment where the recipient is not the actual owner of the shipment).
Common notifications and what they mean:
"Importer must provide instructions"
Customs needs the recipient to clarify how they want the shipment to be cleared (e.g., through a broker, with duties prepaid, etc.)
"Consignee must call FedEx Customer Service"
The recipient needs to speak directly with the courier to clarify or resolve a customs issue.
"Uncontactable recipient"
FedEx has attempted to reach the recipient but could not get a response. The recipient must reach out to continue clearance.
"Importer must provide the required registration/identification number"
Some countries (e.g., US, UK, India) require the importer to provide a tax ID, passport number, or business registration number for clearance.
"Pending duties & taxes"
The recipient needs to agree to pay the duties and taxes for the shipment to proceed.
"Importer must provide a statement of end use or reason for importation"
Customs needs to understand what the shipment is for (e.g., personal use, resale, industrial use) to determine clearance requirements.
These can be fulfilled by either the sender (shipper) or recipient (importer) depending on who has access to the required information.
Common notifications and what they mean:
"Must confirm or verify the value of goods"
The declared value may appear too low or is unclear. Customs needs confirmation or a corrected invoice.
"Must provide a more detailed description of goods"
The product description provided is too vague (e.g., "clothes" instead of "100% cotton t-shirts").
"Must provide a quantity for each commodity"
Customs requires an itemized breakdown by quantity (e.g., 3 mugs, 5 t-shirts).
"Must provide a statement or revised invoice with detailed commodity breakdown"
A new or updated invoice is needed to clearly show item types, quantities, and values.
These refer specifically to the sender of the shipment.
Common notifications and what they mean:
"Shipper must provide quantity for each commodity"
Customs needs the sender to confirm the number of each type of item in the shipment.
"Shipper to provide further instructions"
The sender is required to clarify how the shipment should be handled, especially if there's an issue preventing clearance.
Identify who's responsible – Check if the instruction is for the shipper, importer, or either party.
Act quickly – Delays in responding may result in storage fees or returns.
Prepare supporting documents – E.g., invoices, IDs, item descriptions, or clearance instructions.
Contact the courier support – Based on the country you’re in (sender = Singapore; recipient = destination country).
If you're not sure how to proceed after receiving customs instructions:
FedEx Singapore
Phone: 1800-743-2626
Email: sgcsr@fedex.com
UPS Singapore
Phone: +65 6738 3388 or 1800-738-3388
Email: custsvcsgen@ups.com
Recipients should contact the local courier support in their own country to get clarification or submit the required documents.
💡 Tip: When reaching out via email, always include your tracking number in the subject line of your email — this helps the courier locate your shipment faster.
Sometimes, they already have guidance on your shipment and the information is still making its way to shippers/recipient through the communication network.
What They Mean and What to Do:
Your shipment may be held at customs because additional information or documents are needed. These instructions usually show up in your tracking page or are sent to you via email from the courier or clearance agent.
Customs may request further details if:
Information provided during shipment creation was incomplete or unclear
The goods require additional declarations (e.g. tax, regulation, or licensing requirements)
There are discrepancies between the invoice and the actual contents
Below are the most common types of instructions, organized by who is responsible to respond.
1. Instructions for Importer / Consignee
These typically refer to the recipient of the shipment (unless it's a personal shipment where the recipient is not the actual owner of the shipment).
Common notifications and what they mean:
"Importer must provide instructions"
Customs needs the recipient to clarify how they want the shipment to be cleared (e.g., through a broker, with duties prepaid, etc.)
"Consignee must call FedEx Customer Service"
The recipient needs to speak directly with the courier to clarify or resolve a customs issue.
"Uncontactable recipient"
FedEx has attempted to reach the recipient but could not get a response. The recipient must reach out to continue clearance.
"Importer must provide the required registration/identification number"
Some countries (e.g., US, UK, India) require the importer to provide a tax ID, passport number, or business registration number for clearance.
"Pending duties & taxes"
The recipient needs to agree to pay the duties and taxes for the shipment to proceed.
"Importer must provide a statement of end use or reason for importation"
Customs needs to understand what the shipment is for (e.g., personal use, resale, industrial use) to determine clearance requirements.
2. Instructions for Shipper or Importer
These can be fulfilled by either the sender (shipper) or recipient (importer) depending on who has access to the required information.
Common notifications and what they mean:
"Must confirm or verify the value of goods"
The declared value may appear too low or is unclear. Customs needs confirmation or a corrected invoice.
"Must provide a more detailed description of goods"
The product description provided is too vague (e.g., "clothes" instead of "100% cotton t-shirts").
"Must provide a quantity for each commodity"
Customs requires an itemized breakdown by quantity (e.g., 3 mugs, 5 t-shirts).
"Must provide a statement or revised invoice with detailed commodity breakdown"
A new or updated invoice is needed to clearly show item types, quantities, and values.
3. Instructions for Shipper
These refer specifically to the sender of the shipment.
Common notifications and what they mean:
"Shipper must provide quantity for each commodity"
Customs needs the sender to confirm the number of each type of item in the shipment.
"Shipper to provide further instructions"
The sender is required to clarify how the shipment should be handled, especially if there's an issue preventing clearance.
✅ What Should You Do When You Receive These Instructions?
Identify who's responsible – Check if the instruction is for the shipper, importer, or either party.
Act quickly – Delays in responding may result in storage fees or returns.
Prepare supporting documents – E.g., invoices, IDs, item descriptions, or clearance instructions.
Contact the courier support – Based on the country you’re in (sender = Singapore; recipient = destination country).
📞 Still Unsure What to Do? Here's Who to Contact
If you're not sure how to proceed after receiving customs instructions:
For Senders in Singapore:
FedEx Singapore
Phone: 1800-743-2626
Email: sgcsr@fedex.com
UPS Singapore
Phone: +65 6738 3388 or 1800-738-3388
Email: custsvcsgen@ups.com
For Recipients (Outside Singapore):
Recipients should contact the local courier support in their own country to get clarification or submit the required documents.
💡 Tip: When reaching out via email, always include your tracking number in the subject line of your email — this helps the courier locate your shipment faster.
Updated on: 14/04/2025
Thank you!