Orders & Shipping

What if my package is held by customs?

· Updated · 1 min read

Quick answer

If customs holds your package, the carrier will usually contact you directly. You may need to pay duties or provide documentation. Inspection holds can take 30-90+ days. We provide all available documentation, but we cannot influence customs decisions — and if a package is seized, we cannot issue a refund.

What we will do

  • Provide a commercial invoice, packing list, and certificate of origin on request.
  • Provide proof of origin and product specifications.
  • Work with you to dispute the hold if we believe it is in error.

What we cannot do

We cannot mark packages as “gift” to avoid duties (this is illegal). We cannot pre-pay duties for you. We cannot guarantee entry into any specific country.

If your package is seized

If customs seizes your order as suspected infringing goods, we cannot issue a refund — the goods are held by a government authority, not returned to us. We will support your customs claim with every document we have. The final decision rests with customs. See our Refund & Return Policy for the full terms.

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