When a package is held by U.S. Customs, it's crucial to directly contact U.S. Customs and Border Protection (CBP) to get specific information. Here are the best ways for your client to do so: 

1. CBP INFO Center

This is the most direct channel for general inquiries about CBP procedures or issues with packages. 

• Phone (within the U.S.): 1-877-CBP-5511 (1-877-227-5511)
• Phone (outside the U.S.): +1 (202) 325-8000
• Operating Hours: Monday to Friday, 8:30 a.m. to 5:00 p.m. Eastern Time (ET), excluding federal holidays.
• For persons with hearing impairments (TTY): Dial 7-1-1.

2. CBP Online Contact Form

To submit a written inquiry or if phone lines are busy, they can use the online form: 

• CBP Info Center Page: help.cbp.gov  
  • There's a section here to "Submit your question, compliment, complaint or tip online."

What Your Client Should Have Ready When Contacting CBP:

To speed up the process, it's important for your client to have the following information available: 

• Package Tracking Number: This is essential.
• Sender's Information: Name and address.
• Recipient's Information: Your client's full name and address.
• Detailed Description of Package Contents: What's inside, quantity, and value.
• Any Notifications or Documents Received from Customs or the Carrier: This might include a reference number or the reason for the hold.

Additional Tips:

• Patience: Customs procedures can take time.
• Be Clear and Concise: When communicating, they should explain the situation clearly and provide all relevant information.
• Request a Reference Number: If they speak by phone, they should ask for a case or reference number for future inquiries.