Every carrier has been there; you have gathered your shippers documents, placed a bar code on it and submitted it to the Customs Broker. However, 2 days later, after tracking the release status online, you realize it's not released. How can that be?

There a few simple steps you can take to determine what went wrong, and fix it quickly.

Step 1: Was the paperwork emailed or faxed using the correct contact details?

Whether you are faxing or emailing your customs documents to the broker, it is very easy to get one digit incorrect. Double check that you have emailed or faxed your shipments Customs Broker using the correct contact information. If you a using PCB, here is our contact details:

     Mode of Transport              Email                         Fax

     Highway/Truck:                      [email protected]            888-974-2182

     Ocean:                                     [email protected]        888-974-5783

     Air:                                            [email protected]        888-348-7426

     Rail:                                           [email protected]            888-974-2182

Step 2: Double Check who is the assigned Customs Broker

An easy way to check is to look at the shipment paperwork. The customs broker is often listed on the invoice or cover sheet. If the customs broker is not listed, ask your dispatcher to double check the broker with the client.

Step 3: Is there a system outage creating a delay?

Sometimes Canada Customs’ systems are unavailable due to maintenance or an unplanned outage. Similarly, if your shipment is subject to Participating Government Agency (PGA) review and any of their systems are down, this could also delay processing. Check with your Customs broker to determine if there are any outages that may be delaying your shipment acceptance.

Having trouble with a Customs Broker? Refer them to PCB using the button below. We will reach out to them to see if they want to make a switch. We are open 24/7, 365 to help keep your wheels rolling.

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About Author
Lisa Stevenson

Lisa has been working in the international trade industry for over 15 years, with 11 years highway transportation expertise. A Kwantlen Polytechnic University School of Business Alumni in Marketing Management, Lisa works on behalf of importers and exports to translate complicated industry regulation into easy to understand tasks they can implement. In 2017 she was invited to speak at the Vancouver Fashion Week Export Workshop, helping international designers to understand textile import and export in Canada. She is well versed in Canadian and U.S. Customs brokerage trade topics and is currently studying for the Canadian Society of Customs Brokers Certified Customs Specialist designation.

While we strive for accuracy in all our communications, as the Importer of Record it is incumbent upon your company to ensure that you are aware of the requirements under the new regulations so that you maintain compliance as always.