UPS Cross-Border Delay Notice (Canada → U.S.)

Updated: October 16, 2025

UPS cross-border channels between Canada and the United States are moving more smoothly as carriers and U.S. Customs continue clearing earlier backlogs. While most shipments are flowing normally, some parcels may still experience brief Customs processing delays as clearance volumes remain high.

Sandtastik continues to fulfill and dispatch orders daily from our Port Colborne, Ontario warehouse.
Any delay occurs after hand-off to UPS, during U.S. Customs review.

Who’s affected

• Destination: United States (all states & territories served by UPS)
• Services: UPS® Standard, Expedited, Express Saver, Worldwide (any UPS service crossing Canada → U.S.)
• Order tyeps: Retail, wholesale, and replacement orders

What you might see on tracking

During Customs processing, it’s normal to see one or more of these messages for longer than usual:

• “Pending Release from Government Agency”
• "Import Scan"
• "Held in Customs"

No action is required unless UPS or our team contacts you. Your package remains safe in carrier custody and will continue moving automatically once cleared.

Expected impact

• Most shipments now clear within normal or near-normal timelines.
• A small percentage may still take a few extra business days to complete Customs inspection.
• Checkout transit estimates reflect carrier transport times only and don’t include unpredictable Customs processing.
• UPS Express or UPS Expedited services move faster through the UPS network but cannot bypass Customs.

What we’re doing

• On-time fulfillment: Orders continue to be processed, packed and dispatched daily on our normal schedule.
• Proactive documentation: We electronically submit all Customs documents in advance to help speed screening.
• Ongoing coordination: We’re in regular contact with UPS brokerage teams to ensure consistent flow through U.S. entry points.

What you can do

• Track your package: Enter your UPS tracking number on ups.com → Tracking.
• Respond promptly if UPS contacts you for additional info (rare)
• Contact us if your tracking hasn’t updated for several business days after the first “Import Scan.” Please include your order number and tracking ID in your message.

Duties, taxes & fees

Effective August 29, 2025, the U.S. government suspended duty-free “de minimis” entry (previously $800 USD). Every UPS shipment entering the U.S. now requires a formal Customs entry and assessment of duties and fees. This industry-wide change remains the main factor behind the increased clearance workload for carriers and Customs authorities.

Returns & guarantees

If a severe delay meaningfully impacts your need-by date, please reach out—we’ll work with you on practical options.

Contact

• Email: [email protected]
• Phone: (800) 845-3845
• Hours: Mon–Fri, 8:00–3:00 (ET)
  When writing, please include your order number and UPS tracking ID.

FAQ

Are my items safe while “in Customs”?
Yes. They remain in carrier custody in a secure facility until clearance completes.

Can you switch my shipping method after dispatch?
Once UPS has the parcel, we can’t change the service level mid-route. If your order hasn’t shipped yet, contact us and we’ll review options.

Will paying for faster shipping avoid delays?
UPS Expedited, UPS Express Saver or UPS Express services shorten carrier transit time but Customs clearance is independent and may affect all service levels equally.

My tracking hasn’t updated — when should I contact you?
It’s normal to see limited movement for several business days after the first “Import Scan” or “Clearance in Progress.” If it’s been more than a week without change, contact us with your order and tracking info — we’ll follow up directly with UPS.

Important: U.S. Customs clearance is performed by government authorities. Neither Sandtastik nor UPS—including Preferred Support can expedite an individual package through Customs. We’ve already attempted escalation on select shipments and were advised that no manual acceleration is possible during a backlog.

Can Sandtastik or UPS speed up my package through Customs?

Unfortunately not. All Customs clearance is controlled by U.S. government authorities. UPS and Sandtastik cannot expedite individual shipments once under review.

Do you ship with carriers other than UPS?

Yes. Certain small or lightweight items can ship via USPS Priority Mail (weekly dispatch). If available for your items, USPS will appear at checkout. Please note USPS shipments also undergo U.S. Customs inspection and may show “Label Created” or “Pre-Shipment” until our weekly hand-off.