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The Frustration of a Stuck Aramex Package: What to Do When Your Shipment is on Hold

Ever eagerly awaited a package, only to find it stuck in limbo? The agonizing wait, the constant refreshing of the tracking page, the endless cycle of checking for updates… it’s a frustrating experience shared by many, especially when dealing with international shipments.

Aramex, a global shipping giant, is renowned for its reliable service, but even they are not immune to occasional delays. Whether it’s due to customs, address issues, or something else entirely, a package on hold can be a major inconvenience.

This comprehensive guide will walk you through understanding the common reasons behind Aramex package holds, providing a step-by-step approach to troubleshooting the issue, and ultimately helping you get your shipment moving again.

Table of Contents

Understanding Why Your Aramex Package is On Hold

Aramex packages can be held for various reasons, most of which relate to customs clearance, address verification, and other logistical issues.

Common Reasons:

  • Customs Clearance Delays: When your package arrives at its destination country, it needs to be cleared by customs officials. This process involves inspecting the contents to ensure they comply with local regulations and taxes are properly paid. Depending on the package’s nature, the destination country, and the volume of shipments being processed, this can cause delays.
  • Incorrect or Missing Information: Ensuring your address and contact details are completely accurate is crucial. Any discrepancies can lead to the package being held. This includes missing apartment numbers, incorrect postal codes, or typos in your phone number.
  • Shipping Address Issues: Aramex carefully scrutinizes delivery addresses to ensure the package can be delivered smoothly. Issues like incomplete addresses, ambiguous instructions, or delivery locations that are difficult to access can lead to a hold.
  • Payment Issues: If there are outstanding payments for customs duties, taxes, or other fees, your package might be put on hold. This often happens when the sender didn’t pre-pay these charges or if there are issues processing the payment.
  • Package Size and Weight Restrictions: Certain items have specific size and weight restrictions for international shipping. If your package exceeds these limits, it might be held until the issue is resolved.

How to Identify the Specific Reason:

The first step is to try and understand why your package is on hold. This can be done by:

  • Checking the Aramex Tracking Website or App: Log in to the Aramex website or use the mobile app to access detailed tracking information for your package. Look for specific messages or codes on your tracking information that might indicate the reason for the hold.
  • Searching for Specific Messages or Codes: Look for any specific messages or codes associated with your tracking update. These might provide a clue about the reason for the delay.
  • Contacting Aramex Customer Service: If you can’t find the reason for the hold online, reach out to Aramex customer service for clarification. They can provide the most accurate and up-to-date information about your package’s status.

Troubleshooting Steps

Once you understand why your package is on hold, you can take the appropriate steps to get it moving again.

Step 1: Check Your Tracking Information

The first and most important step is to check your tracking information. This will provide the most up-to-date status of your package and potentially shed light on the reason for the hold.

  • Accessing the Tracking Information:

    • Aramex Website: Visit the official Aramex website and navigate to the tracking section. Enter your tracking number and click “Track”.
    • Aramex Mobile App: Download the Aramex app on your smartphone. Log in to your account or enter the tracking number manually.
  • Reading the Tracking Updates:

    • The tracking page will display a series of updates, showing the package’s journey from origin to destination.
    • Pay close attention to the most recent updates. Look for any specific messages, codes, or notes related to the hold.
    • For example, you might see messages like “Package on hold awaiting customs clearance” or “Package awaiting address verification”.

Step 2: Verify Your Address and Contact Information

Even a small error in your address or contact information can cause delays. Double-check that your information is accurate and complete:

  • Go to the Aramex website or app: Access your account or enter your tracking number.
  • Look for a “Manage Shipments” or “My Shipments” section: Here, you should find an option to update your address or contact information.
  • Ensure all details are correct: This includes your full name, street address, city, state, postal code, and phone number.
  • Make any necessary changes: If you notice any errors, update the information immediately.

Step 3: Review the Package Details

Sometimes, the package itself might be the cause of the hold. It’s worth reviewing the details to see if there’s an issue:

  • Check the contents: Verify that the package contains exactly what was declared.
  • Check the weight: Make sure the package doesn’t exceed the permitted weight limit.
  • Check the dimensions: Ensure the package adheres to the maximum size restrictions.

Step 4: Contact Aramex Customer Service

If you’ve checked all the above steps and still can’t resolve the issue, contacting Aramex customer service is the next step. They can provide specific information about your package’s status and offer solutions.

  • Phone: Look for the Aramex customer service phone number on their website.
  • Email: Find the official email address for customer support on their website.
  • Chat: Some websites offer a live chat feature for immediate assistance.

When contacting customer service, be sure to:

  • Provide your tracking number: This will help them quickly locate your shipment.
  • Explain the issue: Clearly describe the reason for the hold and any steps you’ve already taken.
  • Be patient and polite: Customer service agents are there to help, and a respectful approach will make the process smoother.


  • Q: How long does it usually take for a package to clear customs?
    • A: The customs clearance process can vary depending on the destination country and the package’s contents. In some cases, it might take a few days, while in others, it could take longer.
  • Q: What if I need to change the shipping address after the package is already shipped?
    • A: If the package is already in transit, address changes might not be possible. Contact Aramex customer service as soon as possible to inquire about address changes and potential limitations.
  • Q: Can I track my package without a tracking number?
    • A: Unfortunately, you can’t track your package without a tracking number. The tracking number acts as a unique identifier for your shipment.
  • Q: What if my package is damaged or lost in transit?
    • A: If you suspect your package is damaged or lost, contact Aramex customer service immediately. They will guide you through the process of filing a claim.
  • Q: What happens if I can’t pay the customs duties or taxes?
    • A: If you can’t pay the customs duties or taxes, your package might be returned to the sender or held until payment is received.


Dealing with a package on hold can be frustrating, but understanding the reasons and taking proactive steps can help you get your shipment moving again. Checking your tracking information, verifying your address, reviewing the package details, and contacting Aramex customer service can all contribute to a faster resolution.

Remember, Aramex is committed to providing reliable service. By staying informed and taking the necessary steps, you can minimize the stress of a delayed package and ensure that your shipment reaches its destination as quickly and efficiently as possible.