PostNL customs

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Hey lovely people, I’ve ordered 2 nice bonsai to Romania from the Netherlands 11 days ago but the PostNL site shows no tracking information since day 1. Last year I’ve ordered from the same company and I had no problem. I called PostNL and the lady said that my packages are at “customs” but she couldn’t say more information. So I called Romanian customs and Dutch customs but all of them said they don’t hold my packages. I also tried global tracking services but all the sites shows that my packages are still in Netherland. I found out that PostNL has their own customs department but I have no idea how to call that department. How long should I wait for customs to release my packages? What’s you experiences with them? I don’t understand why packages goes through customs when I’m located in the EU as well. I’m worry because they are pricey trees and they can’t survive more than 2 weeks in a dark box. Is there anything I can do? Thank you!

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Something like this

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