In recent weeks, complaints from customers awaiting purchases or documents sent from abroad have multiplied. Tracking messages showed contradictory messages and extended deadlines without clear explanation.
The situation affects both individuals and small businesses that depend on international supplies to operate. Discontent is growing, and many are already considering switching carriers for future shipments.
The problem stems from a regulatory change. The Trump administration ended the de minimis tariff exemption, which allowed packages weighing up to $800 to enter the country without tariffs or formal procedures. The suspension was formalized on August 29 and increased the documentation requirements for all packages entering the United States. confirmed the White House and trade lawyers.
What UPS does with held packages
UPS claims it attempts to contact the sender up to three times to complete or correct information. If there is no response, it returns the shipment or "disposes of it," in compliance with customs regulations. The company insists that more than 90 percent of packages are released on the first day, but the rest may be held, returned, or disposed of. These practices were reported by national media and by the company itself in recent statements.
In practice, users describe a pattern: the package appears “in transit,” then “held in customs,” and later “destroyed.” Cases disseminated by chains affiliated with NBC, specialized press, and forums report the loss of items with economic and sentimental value. Several customers have decided to migrate shipments to FedEx or DHL after these experiences.
Why is it happening now?
To qualify for the exemption, all shipments must comply with full tariffs and controls. The regulatory shock is felt throughout the postal and courier network. The Universal Postal Union reported that, five weeks after the change, postal traffic to the United States fell by nearly 70 percent due to the adaptation of systems for calculating and collecting duties. Several international operators have partially or completely suspended shipments while implementing new digital declaration tools.
The administration also activated "reciprocal" tariffs and country- and product-specific adjustments, requiring each item to be classified accurately. Reuters forward The end of de minimis is permanent, with a limited transition for postal operators. All of this increases costs, adds validation steps, and increases errors when data is missing.
What Reddit users are saying
In r/UPS the numbers multiplied reports of packages "marked for destruction" or held in Louisville and Philadelphia. Several threads feature customers who received conflicting notifications: first "held," then "on the way," and later "discarded." Most report weeks of delays and difficulty contacting an agent to confirm the shipment's actual status.
Some users report that, after providing additional documentation or writing to support emails shared by the community, the package was later released, fueling the perception that automated messages don't always reflect the final destination. There are also reports from workers describing bottlenecks at the Kentucky hub and international shipments being held up due to stricter customs clearance.
Impact and what users can do
Small businesses report losses due to seasonal inventory that didn't arrive on time. Importers of tea, glassware, and musical instruments describe weeks of uncertainty. At the same time, UPS reminds us that it only returns or disposes of shipments when it fails to complete the information. In a network that processes millions of shipments daily, 10 percent with issues means thousands of packages are being reviewed every day.
Experts recommend declaring the actual value, using detailed descriptions, including tariff codes, and responding quickly to requests. If the package is detained, it's a good idea to coordinate with the sender the delivery of documents or authorize the return before ordering destruction. They also suggest comparing costs and timelines between operators while the new scheme stabilizes.
The debate has already moved beyond logistics. Legislators and consumer associations are calling for transparency about how many packages are destroyed and under what exact criteria. For now, the official message is that the priority is to comply with trade law and accelerate technological adaptation throughout the entire supply chain.