ParcelForce / USPS Help Priority Mail From USA

[Cainshiro]

Just wanted to post an update the item arrived 20th Sept, I'm very lucky really as the original usps priority mail box was totally destroyed, all that was left wad the contents and half the usps waybill which luckily had my name address phone number and tracking reference, it was placed into a new box and parcel force enclosed a letter regards damage or loss of contents.

As i say thankfully nothing lost nor damaged in the post!

Do you know what exactly happened to your parcel and why PF didn't scan it sooner? I'm trying to understand the procedure because I'm confused. PF customer service told me that UK Border Customs can't take ANY parcels until they get internal tracking number but I think that is not true. My friend shipped me EMS parcel on the 5th of July and the parcel was exported on the 9th of July. It still hasn't been scanned by PF. Japan Post told my friend all parcels from that airmail container have already been scanned in Coventry and they will investigate why my parcel is so delayed or lost.

Could anyone help me to understand what happens with parcels after they arrive in the UK? Is it possible they are taken by UK Customs in Coventry before they get that internal tracking number?

[Cainshiro]

Hi. I just found this thread after pulling out my hair with exactly the same issue as the OP. I'm expecting a parcel from the USA that is shown on the USPS tracking as having "departed a transfer airport in HEATHROW ... on June 3, 2020 ...". Parcelforce has no record of it. When I tried to contact USPS online they said I had to contact the sender in the USA to get them to chase it. When I contacted the sender they said I had to chase Parcelforce because the package is showing as being in the UK. When I contacted Parcelforce they said "the parcel hasn't been handed to us by Heathrow for delivery, so the sender will need to contact USPS"!

So, after reading the posts from the OP perhaps the best thing for me to do is wait a bit longer and hope it eventually turns up. Covid-19 is probably delaying things a bit further, but it would be nice to know that my parcel hasn't disappeared. If the £97 worth of cast zinc parts for windows is held up in customs, I'm happy to accept that - it would just be nice to know.

(While writing this, the USA supplier just sent an email to say "It looks like the package is stuck in the customs process. We have no control over how long this will take to be completed. We have experienced many shipping delays due to the Covid restrictions placed on businesses including the postal service system. Thank you for your patience. Please check back with your post office every few days to see if the package has been processed any further." As they say, I'll just have to be patient!)

Have you received it? What is the tracking number?

[Snaggletooth]

By “internal tracking number”, I assume you mean when PFW attach their own barcode replacing the original one?

There are a number of possible reasons for this delay:

1. Customs select mail at random for extra checks, which has sometimes been taking several weeks since Covid started. Although on this website we usually say that customs chose “batches” of mail at random for extra checks, I think the truth is we don’t know what a “batch” is, and it could mean a single parcel.

2. There could be a delay due to the contents, which could mean seizure of contraband, or just that customs aren’t sure whether it is allowed or not and it has been referred to someone more senior. If you tell us what is inside, we might be able to rule this out.

3. There is a delay working out the customs charge. This would most likely be due to a badly completed customs form.

4. When PFW replace the barcode on an incoming international parcel, they need to link the new number to the records of the old number. Very occasionally, this linking fails, causing the tracking to stop updating.

[Cainshiro]

By “internal tracking number”, I assume you mean when PFW attach their own barcode replacing the original one?

There are a number of possible reasons for this delay:

1. Customs select mail at random for extra checks, which has sometimes been taking several weeks since Covid started. Although on this website we usually say that customs chose “batches” of mail at random for extra checks, I think the truth is we don’t know what a “batch” is, and it could mean a single parcel.

2. There could be a delay due to the contents, which could mean seizure of contraband, or just that customs aren’t sure whether it is allowed or not and it has been referred to someone more senior. If you tell us what is inside, we might be able to rule this out.

3. There is a delay working out the customs charge. This would most likely be due to a badly completed customs form.

4. When PFW replace the barcode on an incoming international parcel, they need to link the new number to the records of the old number. Very occasionally, this linking fails, causing the tracking to stop updating.

Thanks for your response.

PF customer service people told me the parcel is not in their network and hasn't been scanned by them so they can't help me and I should contact the sender as they can initiate the search.
I'm really confused that the status didn't change to Received in the UK and then Awaiting Customs Clearance. The contents of the parcel are: bunch of stationary items, 3 plush toys, bunch of mini figures and small towels, fan club letters and cards from my friend so nothing illegal or not allowed to import. Value of my parcel wasn't really high as many of the items were used, probably under £20 so why would they want to charge me? I didn't buy them from online shop. It was a gift from my friend. I could understand stopping parcel from China but from Japan? Japan is super strict and would never allow to import or export fakes or illegal items.

Below are replies I received on twitter:

Hello, Japan Post are already looking into this for you so it's best for you to contact them. They make the necessary communications with us internally.

Hi there, the parcel isn't with UK Customs, as all parcels are received by Parcelforce before that point, we give the parcel a GB reference and then forward the item to UK Customs. An item cannot be presented to UK Customs without being given a GB reference by us first. Sadly, as this parcel doesn't have a GB reference, this confirms that it is not in the Parcelforce network yet. The first point we have the item is when it shows on tracking as being in our International Hub in Coventry and the parcel has the corresponding GB reference. Absolutely everything before that point is completely outside Parcelforce control, as we do not have the parcel. This includes at the airport in the UK, which is not a Parcelforce site and we cannot investigate with them for individual parcels I'm afraid. Sadly, there is nothing we can do to assist you with this, as we do not have this parcel and can only assist once the item has a GB reference.

When PFW replace the barcode on an incoming international parcel, they need to link the new number to the records of the old number. Very occasionally, this linking fails, causing the tracking to stop updating.

My understanding was that Customs don't take any parcels without that internal PF barcode, especially when there is a problem with linking to the old tracking number. Wouldn't they want to fix it manually at some point?

[Snaggletooth]

The contents of the parcel are: bunch of stationary items, 3 plush toys, bunch of mini figures and small towels, fan club letters and cards from my friend so nothing illegal or not allowed to import. Value of my parcel wasn't really high as many of the items were used, probably under £20 so why would they want to charge me?

None of the above items are likely to cause an issue, unless the parcel contains batteries, paint, ink or brushes.

There is unlikely to be a customs charge, however if your friend has not filled in the customs form well there is likely to be a delay while they assess this.

I could understand stopping parcel from China but from Japan? Japan is super strict and would never allow to import or export fakes or illegal items.

Customs need to stop items from all countries. They are looking for a much broader range of violations than you mention. They are also looking for items that violate CITES (e.g. ivory, pangolin scales) and items that are legal in the sending country but are not allowed into the UK via the mail (e.g. whale meat, tobacco).

Between customs and the postal services they should also be looking out for items that violate the dangerous goods act (e.g. batteries, paint), but I am not sure if that is done by customs or PFW on inbound items. Actually Japan Post should have eliminated these items, but items do slip through occasionally and there are slight differences in the national versions of this law.

When PFW replace the barcode on an incoming international parcel, they need to link the new number to the records of the old number. Very occasionally, this linking fails, causing the tracking to stop updating.

My understanding was that Customs don't take any parcels without that internal PF barcode, especially when there is a problem with linking to the old tracking number. Wouldn't they want to fix it manually at some point?

PFW often *physically* place a new barcode on inbound items. This should be linked with the records relating to the old barcode via the software. Sometimes, the software link fails: I have seen this myself a few times. However, nobody handling the parcel would have any way of knowing that the software link had failed unless they made a special effort to check the parcels tracking records, which is extremely unlikely.

[Cainshiro]

The contents of the parcel are: bunch of stationary items, 3 plush toys, bunch of mini figures and small towels, fan club letters and cards from my friend so nothing illegal or not allowed to import. Value of my parcel wasn't really high as many of the items were used, probably under £20 so why would they want to charge me?

None of the above items are likely to cause an issue, unless the parcel contains batteries, paint, ink or brushes.

There is unlikely to be a customs charge, however if your friend has not filled in the customs form well there is likely to be a delay while they assess this.

I could understand stopping parcel from China but from Japan? Japan is super strict and would never allow to import or export fakes or illegal items.

Customs need to stop items from all countries. They are looking for a much broader range of violations than you mention. They are also looking for items that violate CITES (e.g. ivory, pangolin scales) and items that are legal in the sending country but are not allowed into the UK via the mail (e.g. whale meat, tobacco).

Between customs and the postal services they should also be looking out for items that violate the dangerous goods act (e.g. batteries, paint), but I am not sure if that is done by customs or PFW on inbound items. Actually Japan Post should have eliminated these items, but items do slip through occasionally and there are slight differences in the national versions of this law.

When PFW replace the barcode on an incoming international parcel, they need to link the new number to the records of the old number. Very occasionally, this linking fails, causing the tracking to stop updating.

My understanding was that Customs don't take any parcels without that internal PF barcode, especially when there is a problem with linking to the old tracking number. Wouldn't they want to fix it manually at some point?

PFW often *physically* place a new barcode on inbound items. This should be linked with the records relating to the old barcode via the software. Sometimes, the software link fails: I have seen this myself a few times. However, nobody handling the parcel would have any way of knowing that the software link had failed unless they made a special effort to check the parcels tracking records, which is extremely unlikely.

Do you know what happens with all airmail containers after they arrive in the UK? Do UK Border Customs at Heathrow open any of these containers/parcels or they pass them sealed to Coventry for checking? I'm really confused as some PF customer support people said all parcels go to Customs in Coventry prior to receiving PF barcode and others say they can't go to Customs without that barcode. I just can't believe that it has been 3 weeks and I didn't get any update on Parcelforce / Japan Post websites. How is it even possible that Express Mail is lost and tracking didn't update for so long?

[Evangib]

I ordered an American football helmet from the us and had the message that it departed Heathrow 4 days ago now but no update has been provided by usps or parcel force and I’m just sat wondering where it is with no way of knowing anyone have any ideas on what may be happening please and thanks

[Tmlaj]

I ordered an American football helmet from the us and had the message that it departed Heathrow 4 days ago now but no update has been provided by usps or parcel force and I’m just sat wondering where it is with no way of knowing anyone have any ideas on what may be happening please and thanks

USPS are a bit strange they stat it's left, but most likelyhood it's in customs awaiting clearance, its happened to me a few times like that, it'll probably clear customs early next week and be with you by weeks end.

[Evangib]

I’ve read a lot about parcels being damaged In customs is that common or am I just reading a few one offs ?

[Evangib]

I ordered an American football helmet from the us and had the message that it departed Heathrow 4 days ago now but no update has been provided by usps or parcel force and I’m just sat wondering where it is with no way of knowing anyone have any ideas on what may be happening please and thanks

USPS are a bit strange they stat it's left, but most likelyhood it's in customs awaiting clearance, its happened to me a few times like that, it'll probably clear customs early next week and be with you by weeks end.

I’ve read a lot about people’s parcels being damaged in the post is that common or am I just reading a few one offs ?

[Tmlaj]

I ordered an American football helmet from the us and had the message that it departed Heathrow 4 days ago now but no update has been provided by usps or parcel force and I’m just sat wondering where it is with no way of knowing anyone have any ideas on what may be happening please and thanks

USPS are a bit strange they stat it's left, but most likelyhood it's in customs awaiting clearance, its happened to me a few times like that, it'll probably clear customs early next week and be with you by weeks end.

I’ve read a lot about people’s parcels being damaged in the post is that common or am I just reading a few one offs ?

Fairly rare imo

[TrueBlueTerrier]

I ordered an American football helmet from the us and had the message that it departed Heathrow 4 days ago now but no update has been provided by usps or parcel force and I’m just sat wondering where it is with no way of knowing anyone have any ideas on what may be happening please and thanks

USPS are a bit strange they stat it's left, but most likelyhood it's in customs awaiting clearance, its happened to me a few times like that, it'll probably clear customs early next week and be with you by weeks end.

I’ve read a lot about people’s parcels being damaged in the post is that common or am I just reading a few one offs ?

It happens, but it is rare.