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Important information about your package
If you have not yet received your purchase and your app shows that the package has arrived at the Airport, it may be in one of the following statuses:
Package held: The package is being held by Customs.
We recommend visiting the section I did not receive my purchase, what should I do?
Delayed review by the courier: The package may be undergoing review by the courier,
and it is not yet known whether it will be released or held. In this case, the package will be delivered to your
address once it is released, or, if it is not released for delivery, you will need to schedule an appointment in advance
to collect the package at Customs, following the instructions mentioned in the previous step.
How to view your package?
We explain how you can check the status of your package in the TEMU app through .
How to view your package?
Courier contact information for inquiries about held packages or waybills:
Go towww.soydelivery.com.uy , enter the order number and name, then select the “descargar guía aérea" (download air waybill) option.
(Tracking codes start with PC-, PE-, UC-, or UES-). Request it via WhatsApp at091494029.
I did not receive my purchase, what should I do?
Did your purchase not reach its destination? Don’t worry! Here we’ll guide you step by step to release your shipment held by the National Customs Agency (DNA).
Step 1: Schedule your appointment
The first thing you need to do is book a date and time on the DNA website to arrange the release of your shipment.
Schedule an appointment with DNAHow to find us
Camino Carrasco n/n and Avenida de las Américas
(old airport area)Opening hours: Monday to Friday, from 09:00 to 16:00
Copsa 700, 701, 704, 710, 724 lines – Cutcsa C1 line (stop on Route 101, opposite Air Base 1).
Facility map
Step 2: Bring the required documentation in printed form
On the scheduled date and time, go to the DNA offices at LACC with the following documents:
Required documents:
- ID of the owner of the goods.
- Air waybill provided by the courier. (You can use the DNA chatbot at www.aduanas.gub.uy for more information).
- Invoice or purchase order, including details such as the value, description of the goods, and seller and buyer information.
- Proof of payment, such as a bank statement or credit/debit card transaction history, and the card used (or a copy showing the last 4 digits).
- Gifts: If you do not have an invoice or declared value, Customs staff will assign one.
- Specific paperwork: If the product requires a certificate or specific paperwork for entry, bring it with you.
- Authorization: If you are unable to attend, another person may represent you by bringing an authorization letter and a photocopy of your ID along with their own.
Step 3: Make the required payments
Customs fees: These are applied and determined directly by DNA, in accordance with current regulations and the specific characteristics of your shipment.
Shipment handling fee: This cost corresponds to the service provided by LACC, which includes the reception, inspection, storage, and delivery of your shipment.
Important: Please remember that packages stored for more than 45 days may be declared abandoned and sent to auction.
You're all set to receive your purchase!
By following these steps and meeting the requirements, you will be able to collect your shipment quickly and easily.
For more information, visit www.aduanas.gub.uy.
All the information you need, gathered in one place.
Where is LACC located?
View on Google MapsLACC is located at Camino Carrasco n/n and Avenida de las Américas.
Why was my shipment held?
If your purchase was not delivered to your address, it may have been held by the National Customs Agency (DNA). This may happen for the following reasons:
- Limit exceeded: Please remember that you can receive up to 3 shipments per year, with a maximum value of USD 200 each.
- Prohibited items: Some products, such as cosmetics, are not authorized for import.
- Incorrect information: The platform (TEMU, Shein, AliExpress, etc.) or the local courier may have submitted incomplete or incorrect information.
- Pending taxes: If the 60% tax was applicable, the courier may not have processed it on time.
How do I collect my shipment?
Once your shipment is available for pickup, the process will depend on your package's customs status.
If your shipment does not require Customs verification
- Contact your courier (MPT, UyCargo, or another operator) to check the status of your shipment.
- If taxes apply, the courier will inform you of the amount and payment method.
- Once these steps are completed, you can go directly to LACC.
- Pay any applicable storage fees and pick up your shipment.
If your shipment requires Customs verification
In addition to the steps above:
- You must schedule an inspection with the National Customs Agency (DNA).
- Submit the required documentation.
- Once the process is complete, you can pick up your shipment at LACC.
Book your appointment here: Schedule appointment with DNA
Once you complete the procedure and meet the requirements, the DNA will authorize LACC to release your package to you.
Important: The inspection schedule is managed exclusively by the National Customs Agency. If you have trouble securing a date or accessing the scheduling system, you must contact them directly.
Will I have to pay anything?
Depending on the specifics of your purchase, the following may apply:
- Import taxes.
- Storage fees.
- Other charges defined by current regulations.
To estimate the taxes that may apply to your shipment, you can use the following calculator:
Calculate your taxes here- DNA processing: May incur a cost depending on your specific case. More information here.
- LACC handling: The estimated cost is USD 25 per shipment (this may vary based on weight, value, and storage time).
Shipments stored for more than 45 days will be declared abandoned and may be put up for auction.
Your courier can also inform you if your shipment falls under a duty-free allowance or if there are outstanding taxes to be paid prior to pickup.
Where do I complete the procedure?
DNA offices – LACC
Address: Camino Carrasco n/n and Avenida de las Américas (old airport area)
Opening hours: Monday to Friday, from 09:00 to 16:00
Bus lines: Copsa 700, 701, 704, 710, 724 – Cutcsa C1 (stop on Route 101, opposite Air Base 1)
What documents do I need to bring to complete the procedure?
Bring the following documents with you:
- Owner's ID.
- Air waybill provided by the courier.
- Invoice or purchase order (including the value, description of the goods, and buyer/seller information).
- Proof of payment and the card used (or a copy showing the last 4 digits).
- If you do not have an invoice (because it is a gift), Customs staff will determine the value.
- Certificates or specific paperwork required for certain products, if applicable.
- If you cannot attend in person, you can authorize someone else with:
- A photocopy of your ID.
- An authorization letter with both parties' names and ID numbers.
What public transport lines take me to LACC?
Copsa 700, 701, 704, 710, 724 lines – Cutcsa C1 line (stop on Route 101, opposite Air Base 1).
What are LACC's opening hours?
Monday to Friday, from 09:00 to 16:00.