Protect your parcel and your payment: a customs request can be legitimate, but an unexpected message alone does not prove it is. Verify it with the carrier you booked before you click, share details or pay.
Planning a parcel of your own? Moveka is Kenya’s largest courier, with Express and Same-Day services; start on Send to see the options and prices that apply.
The common belief: every customs payment message is a scam
Not necessarily. Depending on the shipment and the operator handling it, duties, taxes or other clearance charges may apply. A carrier may also ask for information or documents to process a parcel. But a plausible-sounding message is not proof that the request is real—or that its payment link is safe.
Why does tracking stop at customs?
International tracking may go quiet at a customs or arrival scan, and the operator responsible for the final delivery can differ from the one that handled the international journey. Check whether the parcel is travelling by postal or express service. If another operator or tracking number is provided, verify it independently before following up.
How can you check if a customs request is real?
Use the booking confirmation or retailer’s order page to identify the carrier. Then visit that carrier’s official website yourself, enter the tracking number, or contact its published support channel. Don’t rely on the link or phone number in an unexpected message as your only check.
- Ask whether the tracking number is valid and the parcel is actually on hold.
- Find out the exact reason for the hold and what information or documents are needed.
- If payment is requested, ask who is requesting it, how the amount was assessed and which official payment channel applies.
- Keep the message, tracking details, invoice and any customs paperwork together so you can refer to them.
What should you do if the parcel is still held?
Contact the carrier you booked and ask what action is needed to move the parcel forward. If tracking ends at the border or an arrival scan, ask whether another operator takes over final delivery and verify any new tracking details directly. A clear check with the right carrier beats guessing—and helps you avoid preventable mistakes.
Sending a parcel? Choose with confidence
Moveka is one of Kenya’s most deeply connected courier networks. Get started on Send to view the options and prices that apply to your parcel.
