Establish what the authority has identified
Obtain the actual notice or instruction through the importer or agent. Missing marks, unacceptable packaging and pest findings are different issues. Record the shipment reference, location and response deadline. A supplier cannot resolve the problem effectively from an informal message saying only that “customs rejected the pallet”.
Let the responsible authority determine the options
Possible responses depend on the jurisdiction and finding. They may involve treatment, re-export or destruction of packaging, sometimes affecting the goods as well. Do not assume that a replacement certificate or an offer to restamp the pallet will secure release. Obtain the permitted action from the authority through the appropriate parties.
Coordinate the commercial response
The importer, exporter, freight provider and packaging supplier may each hold part of the information. Identify one person to maintain the shared incident record. Keep photographs, purchase documents and the packaging description together. Establish who is arranging physical handling and who is authorised to incur costs; an information website cannot settle contractual liability.
Investigate beyond the individual unit
After the immediate issue, check the supplier batch, packing changes and warehouse procedures. Were extra timber blocks added? Was questioned stock released? Did the mark become obscured? Use the findings to change the purchasing or inspection process rather than simply ordering more of the same packaging.
For US-bound consignments
APHIS publishes a response process for Emergency Action Notifications involving non-compliant wood packaging. The notice and responsible officials guide the next steps. Keep the US importer and broker involved from the start, and use the linked APHIS resource for the current official process.
Sources & further reading
Forestry Commission: wood packaging material for import and export (opens in a new tab)USDA APHIS: importing wood packaging (opens in a new tab)References reviewed 7 October 2026. Confirm the current rules for your shipment with the relevant authority or freight adviser.