Why Shipments Get Stuck at Canadian Customs

Most people don’t reach out to us asking how customs works. They contact us because something is stuck. Typical opening lines sound like:

• “It’s been sitting at customs for days.”
• “They say it’s under review, but can’t explain why.”
• “Nothing is moving, and no one has answers.”
• “It was fine until it hit the border.”

This post explains why shipments get stuck at Canadian customs, based on the real reasons that come up again and again in customer conversations.

First: What “Stuck at Customs” Actually Means?

When a shipment is described as “stuck,” it usually means one thing:

CBSA cannot approve clearance with the information they currently have.

The shipment hasn’t disappeared. It hasn’t been forgotten. And it usually hasn’t been seized.

It means something in the clearance process needs clarification before CBSA can move forward.

The Most Common Reasons Shipments Get Stuck

1. Incomplete or Vague Product Descriptions

This is the single most common issue. Descriptions like:

• “Parts”
• “Personal items”
• “Electronics”
• “Merchandise”

Don’t provide CBSA with enough information to assess the shipment. From the importer’s side, this often sounds like:

“I already told them what it is.”

From CBSA’s side, the question is:

“Do we have enough detail to classify and value this?”

If the answer is no, the shipment pauses.

2. Problems with the Commercial Invoice

Many calls trace back to invoice issues, including:

• Missing invoices
• Invoices that don’t match the shipment
• Inconsistent values
• Incorrect buyer or seller details

A common misconception is:

“The invoice was attached, so it should be fine.”

CBSA doesn’t just check if an invoice exists. They check whether it makes sense.

3. Declared Value Doesn’t Add Up

Another frequent trigger is valuation. Shipments get flagged when:

• The value seems unusually low
• The value doesn’t match the goods
• The invoice doesn’t explain discounts or conditions

This leads to questions like:

“Why are they saying it’s worth more than I paid?”

CBSA may reassess the value if the declared amount doesn’t align with expectations. For further details, CBSA has published a helpful customs valuation handbook, which importers should consult prior to importing goods:

4. Importer of Record Is Unclear

Many shipments stall because CBSA doesn’t know who is responsible. This happens when:

• Importer details are missing
• The importer didn’t realize they were listed
• The carrier, seller, and buyer roles are unclear

Importers often say:

“I thought the seller handled this.”

CBSA still needs a clearly identified importer of record.

5. Missing or Incorrect Supporting Documents

Depending on the shipment, CBSA may require:

• Additional declarations
• Proof of origin
• Compliance information

If these aren’t included upfront, CBSA pauses clearance until they are provided.

From the outside, this looks like inactivity. In reality, the CBSA is waiting.

6. Compliance or Admissibility Questions

Some shipments get stuck because CBSA needs to confirm:

• The goods are allowed into Canada
• They meet applicable standards
• Other Government Departments (OGDs) / Partner Government Agencies (PGAs) need more information
• Additional checks are required

This is especially common with:

• Vehicles
• Regulated goods (pharmaceuticals, medical devices, chemicals, firearms)
• Food and food related products (meat, dairy, supplements, packaged foods)
• High-value items (luxury goods, jewelry, electronics)
• Textiles and apparel (labelling, origin verification, forced-labour risk screening).
• Consumer products subject to safety rules (toys, children’s items, electronics requiring certification)
• Goods requiring import permits or quotas (controlled agricultural products, alcohol, cannabis-related inputs)
• Products with anti-dumping or countervailing duty exposure under the Special Import Measures Act (steel, aluminum, certain manufactured goods)
• Ecommerce shipments with incomplete product descriptions or unclear consignee data.
• Goods with complex tariff classification issues (multi-component products, kits, mixed materials)
• Shipments from higher-risk origin countries or unusual routing patterns
• Items flagged for intellectual property concerns (counterfeit risk, brand enforcement)

These holds are not random. They are triggered by risk indicators.

Why Status Updates Are So Unhelpful

One of the biggest frustrations we hear is:

“The status hasn’t changed.”

That’s because status messages usually reflect the shipment's location, not what CBSA needs.

“In customs,” “held,” or “under review” all mean:

• Clearance is not complete
• Something needs to be resolved before release

They don’t explain the underlying issue.

Can a Shipment Get Unstuck?

Yes, but only once the real issue is addressed. That usually means:

• Clarifying the description
• Correcting paperwork
• Providing missing information
• Confirming importer responsibility
• Resolving valuation questions

Until that happens, time alone does not fix the problem.

Why This Happens So Often

Based on our experience, shipments get stuck because:

• Problems are discovered after shipping
• Assumptions were made about who handles customs
• Documents were created for shipping, not clearance
• Small details were overlooked

Most people learn these rules only after they’re affected.

The Most Important Takeaway

Shipments don’t get stuck at Canadian customs because CBSA is slow. They get stuck because:

• CBSA can’t complete clearance with what they have
• Something doesn’t align
• Responsibility isn’t clear

Once the issue is identified and fixed, clearance usually resumes.

Many shipments get stuck because costs aren’t clear up front.

Run your shipment through BorderBuddy’s duty & tax calculator to understand what CBSA is likely to assess. BorderBuddy’s calculator also uses AI to help classify goods under the correct HS (Harmonized System) code, a key factor in determining the duty rate applied to an import.

What to Read Next

People who ask why a shipment is stuck almost always ask these next:

• What documents are required for customs clearance in Canada? (coming soon)
• How long does Canada customs clearance really takes? (coming soon)
• What does “held at customs” actually mean in Canada? (coming soon)
• Missing or incorrect commercial invoices: what happens in Canada? (coming soon)

Still Need Help With Your Import?

If you still didn’t find what you were looking for, BorderBuddy is here to help.

• Call us at 1 (877) 409-8163
• Or email us anytime at service@borderbuddy.com

Our team can help you get clear answers and avoid delays at the border.

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