For many Overseas Filipino Workers around the world, sending a balikbayan box is a tangible expression of love and care from afar. It contains months’ worth of hard work, handpicked pasalubong, and household essentials meant to support and surprise families back home. It’s also sharing part an OFW’s experience abroad: foods they eat, clothes they wear, and so on.
But what happens when the box gets lost, arrives damaged, or is delayed far beyond the promised timeframe?
Real stories from OFWs
Liza, a caregiver in Italy, had been collecting items for over three months to send to her children in Quezon City. “I sent my box in September for Christmas,” she shares. “It didn’t arrive until February. By then, the food I packed was expired, and the school supplies I included were no longer needed because the school year was already almost over.”
Mark, a seafarer currently based in the Middle East, recalled a more frustrating situation. “My box went missing completely. I followed up many times, but the cargo company just kept giving vague answers. It was clear they had no idea where my box was.”
These stories are far too common. Whether you’re working in Europe, Asia, the Gulf, or the Americas, balikbayan box challenges can affect any Filipino abroad, especially those who don’t take extra steps to verify their cargo provider or track their box properly.
One of the most controversial issues surrounding balikbayan boxes occurred when reports surfaced that Philippine customs officials were opening boxes during inspections, allegedly to check for smuggled goods. This sparked outrage among OFWs worldwide, who felt their privacy and sacrifices were being violated.
In 2015, then-President Benigno Aquino III had to intervene after widespread protests on social media, instructing the Bureau of Customs to refrain from opening boxes unless scanners or K9 units indicated the presence of suspicious items.
The incident led to calls for reform and greater transparency in customs procedures. Eventually, the Customs Modernization and Tariff Act (CMTA) was passed in 2016, raising the tax-exempt ceiling and introducing clearer guidelines to prevent abuse and protect OFW shipments.
Common challenges faced by OFWs sending balikbayan boxes
- Delays – Boxes are often delayed due to port congestion, customs clearance, or internal processing issues within the cargo company.
- Lost boxes – Boxes may get lost in transit, or worse, handled by unscrupulous freight companies that shut down operations without notice.
- Damaged or missing contents – Fragile items break, perishables spoil, and some goods may go missing altogether during transit or inspection.
- Lack of communication – Many companies fail to provide timely updates or assistance once the box leaves the sender’s country.
With the assistance from the Bureau of Customs and the Department of Migrant Workers, approximately 9,000 delayed balikbayan boxes were delivered to recipients in early 2025. The BOC also named the foreign courier companies accused of allegedly abandoning the boxes they were supposed to deliver.
- Kabayan Island Express Cargo
- Allwin Cargo
- Manila Cargo
- Mediacom Express Cargo
- Pinoy Network Cargo
- GM Multi Services Cargo
- Sel Air Cargo
- Sky Freight
- CMS General Services.
Track your balikbayan box
Just like tracking mail parcels sent in the post office, whereabouts of balikbayan boxes can also tracked using the same technology. Tracking your balikbayan box can prevent a lot of uncertainty and stress. Here’s what you can do:
Use reputable companies with proper tracking systems. Reliable cargo providers offer tracking numbers and dedicated websites where you can check your box’s status.
Secure proper documentation. Always get a receipt, airway bill, and the full contact details of the cargo company’s offices—both in your country and in the Philippines.
Keep records. Save receipts, take photos of packed items, and log all your communication with the cargo provider. These will be essential if you need to file a complaint.
Don’t rely on messaging apps alone. Make sure the company has a landline, email, and an official website with real-time tracking.
What to do if your box is delayed or missing
1. Contact the cargo company
Start by reaching out through all available channels—email, phone, or in-person if possible. Request a clear update and timeline for delivery.
2. File a formal complaint
If the company doesn’t respond or offers unsatisfactory answers, you can raise the issue with Philippine authorities. You may contact:
Department of Trade and Industry (DTI)
Email: consumercare@dti.gov.ph
Phone: 1-384 (DTI Consumer Care Hotline, Philippines)
Provide your complete details, the company name, tracking number, photos, receipts, and a written description of the issue.
3. Ask your balikbayan recipients to follow up
Your family in the Philippines can try visiting the local warehouse or cargo office, especially if the box is suspected to be at a holding facility. Ask for this contact information from your shipper abroad.
4. Share your experience responsibly
If all else fails, some OFWs share their stories publicly to warn others. It can be through online reviews and formal feedback lines. But if doing so on social media, focus on facts and avoid defamatory claims.
How to avoid stress when sending balikbayan boxes
Choose a legitimate and accredited cargo company.
Look for companies listed with the Philippine Bureau of Customs and those with a long track record of safe, reliable delivery.
Send early, especially during holidays.
Shipping delays are common during peak months like November and December. Aim to send your box 2–3 months ahead of time.
Avoid sending high-value or sentimental items.
If something can’t be replaced, it might be best to send it through a more secure, traceable courier—even if it costs more.
Protect your items.
Use quality packaging, wrap fragile goods securely, and label boxes clearly with both sender and receiver information.
Create a photo inventory.
Take photos of everything inside your box before sealing it. This helps if you need to claim for lost or damaged items and also informs the recipient of what to expect.
Final thoughts
Sending a balikbayan box is a regular practice for OFWs, but it comes with risks that should not be ignored. Lost boxes, delays, and damage are not uncommon, especially when using unreliable providers or shipping during the busiest seasons.
To avoid unnecessary stress, take time to research cargo companies, document everything, and pack your box securely. Treat every shipment like a formal transaction similar to buying grocery items at supermarkets —- one that involves receipts, return and refund information. With better planning and cautious preparation, you can ensure your box reaches your loved ones safely and on time.