If a package is long overdue, contact the United States Postal Service (USPS) and submit a "Missing Mail Search Request" online at USPS.com. You will need your tracking number, mailing date, sender/recipient addresses, and a description of the contents and packaging.
U.S. Customs and Border Protection (CBP) cannot track or locate your packages, we don't have a system for tracking general mail into or out of our facilities. CBP only handle packages that are in our custody, we are unable to help locate a missing package unless you have received a "Notice of Detention" letter issued by CBP. Without the notice of detention, we cannot find your package, even if it is being held by CBP.
The International Sorting Center (ISC) is a U.S. Postal Service Processing Facility and not a CBP one. If the post office has a tracking number that indicates the package went into CBP but no record of it exiting the facility, you might ask the USPS customer service representatives to work directly with the CBP facility to see if it is still there - although the absence of a record is not proof that the package is still in the CBP area.
Note: CBP enforces a wide range of laws, including health, safety, and intellectual property rights, so other U.S. agencies also may need to inspect packages. This is particularly common for goods subject to Food and Drug Administration regulations, such as medicine, medical devices, and food items. If CBP has detained your package for some reason (for example, lack of a proper invoice, bill of sale, or other documentation, a possible trademark violation, or if the package requires a formal entry) the CBP International Mail Branch holding it will notify you of the reason for detention (in writing) and how you can get it released. When you have fulfilled the requirements necessary to effect release, CBP will clear the package, note how much duty is owed, and return it to the USPS for delivery. Usually, you will receive notification in a matter of days, but it can take as long as 30-45 business days (does not include holidays or weekends).
If your package has been with CBP for at least 45 business days and you have not received a Notice of Detention or Seizure letter and you believe your package is still with CBP, you can contact us and include the following details about your package:
• Name and address of the consignee/recipient (as it appears on the package)
• Name and address of the sender (as it appears on the package)
• The contents of the package (please be specific including quantity, manufacturer, and value)
• Carrier and tracking number of package(s)
*Note: We are unable to initiate an investigation unless the package has been with CBP at least 45 business days.
**Note: Packages shipped through private-sector couriers, such as FedEx, DHL (commercial delivery services) are usually used by customs brokers and/or agents to clear merchandise through CBP. This is a service that you pay for in addition to the charge for shipping and any duty or processing fees owed to CBP. For general information, please contact USPS at:
Call: 1-800-ASK-USPS® (1-800-275-8777)
Hours of Operation
Monday – Friday 8 AM – 8:30 PM ET
Saturday 8 AM – 6 PM ET
Federal Communications Commission (FCC) Telecommunications Relay Services (TRS)-TTY Access for Deaf & Hard of Hearing
Individuals who are deaf, hard of hearing, deaf-blind, or have speech impairments can connect with USPS by using the FCC's TRS program:
Access your state’s telecommunications relay service (TRS) to make TTY calls by dialing 7-1-1 or
- Go to the FCC's TRS by State and Territories page.
- Select your state or territory from the alphabetical listing.
- Find the "TRS Telephone Numbers" section to get the specific number you need.
For more details and a full list of services, go to FCC Telecommunications Relay Services.
