Customs Duties & Import Charges

1. What Is Included

We cover the customs duties, import taxes, and mandatory carrier processing or customs clearance fees required for normal import clearance and delivery of your order.

These costs are our responsibility. If customs or the carrier collects a covered charge directly from you, we will help resolve the request or reimburse you if you have already paid it.

2. If You Receive a Payment Request

If customs or the carrier asks you to pay duties, import taxes, or related clearance charges, please contact our customer support team through the contact details listed on our Contact page before making payment.

Please provide:

• Your order number.
• A copy or clear photo of the payment notice or invoice.
• The carrier name and tracking number, if available.

We will review the request and help arrange payment or provide instructions for releasing your parcel. If payment is required immediately to avoid a delivery delay and you choose to pay, please keep the invoice and proof of payment for reimbursement.

3. If You Have Already Paid

If you have paid a covered charge to release your parcel, please contact our customer support team and provide:

• Your order number.
• The customs or carrier invoice showing the charges.
• Proof of payment showing the amount and currency paid.
• The tracking number, if available.

After verifying the documents, we will reimburse the charges required for normal customs clearance, including applicable duties, import taxes, and mandatory carrier processing or clearance fees.

Our support team will confirm the reimbursement amount, payment method, and expected processing time with you.

4. When to Contact Us

Please contact us as soon as possible, preferably within 7 business days of receiving the payment request or making payment. This helps us resolve the issue promptly and obtain any necessary documents.

Contacting us after this period does not automatically make your reimbursement request ineligible. We will review your request based on the order details and supporting documents.

5. Optional Services & Other Charges

Charges for services beyond normal customs clearance and delivery will be reviewed separately. These may include:

• Optional brokerage or other additional services you independently request.
• Storage charges resulting from a delay in providing information specifically requested from you, after you have been notified.
• Additional delivery services you request following a missed delivery or an incorrect address supplied with your order.

These situations do not change our responsibility for the customs duties, import taxes, and mandatory clearance fees covered by this policy. A fee will not be excluded from reimbursement solely because the carrier describes it as a processing, handling, or brokerage fee; we will review whether it was required for normal clearance.

For any additional service we arrange on your behalf, we will explain any costs payable by you before you agree to the service. If you receive an unexpected charge, please contact us so we can review it.

6. Customs Clearance Assistance

Customs or the carrier may request information from the recipient to complete clearance. Please respond promptly to legitimate requests and contact us if you need assistance.

Customs checks may affect delivery timing. If your parcel is held for clearance or you receive a notice you do not understand, our customer support team will help you review the notice and determine the next steps.

7. Contact Us

For questions about customs charges or reimbursement, please use the contact details on our Contact page. Include your order number and any relevant customs or carrier documents so we can assist you.

Our commitment is that you will not bear the customs duties, import taxes, or mandatory clearance charges required for normal delivery of your order, whether those charges are paid directly by us or reimbursed after you have paid them.