If you have a question about customs hold or exam status, the easiest and fastest way to tell us is to contact our Customer Experience team through our Case Management system. This gives you complete visibility and control over your enquiry from start to finish.

To submit a case you just need to follow these 3 simple steps:

1. To get started, go to: Create case
2. From the dropdown options, choose Customs / Manifest, Customs Hold / Exam Query. This helps us direct your case to the right team quickly.
3. Link your shipment and add any comments or extra information to explain the enquiry. If required, you can upload your documents in relevant supported formats: Excel (.xlsx), PDF, Word (.doc/.docx), PowerPoint (.ppt/.pptx), and images (.jpg, .png, .gif). Once completed submit your case.

Using Case Management is the best way to ensure your issue is resolved quickly and efficiently as we aim to resolve all cases within 4 working hours.

The benefits of using Case Management:

• Fast response times
• Easy-to-use dropdown options
• Ability to attach and manage documents
• Real-time updates and full case visibility
• Track and manage all your cases in one place