Customs & Clearance Policy
International shipments require customs processing before entering the destination country.
To ensure a smooth delivery experience, our logistics partners manage the customs clearance process for all international orders.
This page explains how customs clearance works, how duties are handled, and how potential clearance issues are managed.
1. Duty & Tax Policy
1.1 Tax-Inclusive Shipping Routes
Most international shipments are arranged through dedicated logistics routes that include import taxes.
These routes are designed specifically for cross-border e-commerce shipments and usually include customs duty arrangements within the logistics service.
Under these routes, customers generally do not need to pay additional import duties or taxes upon delivery.
1.2 Customer Responsibility
Customers normally do not need to participate in the customs clearance process.
All required customs documentation and declarations are handled by the logistics provider and clearance channels.
After shipment, customers usually only need to wait for the package to complete international transit and final delivery.
2. Standard Customs Clearance Process
International shipments follow a structured customs handling process before entering the local delivery network.
2.1 Air Transport Arrival
Packages are first transported by air and arrive at the destination country's international logistics gateway.
This location serves as the initial entry point for customs inspection and clearance procedures.
2.2 Customs Declaration
Once the shipment arrives, the logistics provider submits a customs declaration on behalf of the shipment.
This declaration normally includes shipment information, product category details, and necessary logistics documentation.
2.3 Customs Review
Local customs authorities then perform a clearance review based on the submitted declaration and shipment information.
During this process, customs officers may review shipment details and verify the declared information before clearance approval.
2.4 Release & Local Delivery
After customs approval is completed, the shipment is released from customs control.
The package is then transferred to a local delivery partner, who handles the final delivery to the customer's address.
3. Clearance Issue Handling
In certain situations, customs clearance may experience delays or operational issues during processing.
If such situations occur, our team will coordinate with the logistics carrier and clearance channel to investigate the issue and attempt resolution.
Customers generally do not need to communicate directly with customs authorities, as the logistics provider manages the clearance process.
4. Customs Seizure Handling
In rare circumstances, a shipment may be temporarily held or seized during the customs process.
When this occurs, customers are not required to intervene or contact customs authorities.
Our team will work with the logistics provider to determine whether the shipment can be released or recovered.
If the shipment is confirmed unrecoverable or cannot be released, customers may choose one of the following options:
A free replacement shipment, or
A full refund
5. Clearance Strategy for Specific Regions
Different regions may require different logistics strategies to support customs clearance efficiency.
5.1 Brazil
For shipments to Brazil, logistics routes that prioritize tax-number based processing may be used when available.
This approach supports the customs clearance process under local import procedures.
5.2 Middle East
Shipments destined for Middle Eastern countries may use specialized customs clearance channels designed for regional logistics operations.
These channels are selected to support smoother customs processing in those markets.
5.3 Nordic Countries
For Nordic destinations, express courier routes are often preferred because they typically support efficient customs processing and delivery.
6. Declaration Strategy
International shipments follow specific declaration practices to support customs processing.
6.1 Low-Sensitivity Product Categories
Shipment declarations may use low-sensitivity product categories when applicable.
This practice helps reduce complications during customs review and supports smoother clearance procedures.
6.2 Avoidance of Brand-Sensitive Terms
Shipment documentation generally avoids the use of brand-sensitive wording in customs declarations.
This approach helps ensure the shipment description remains suitable for international shipping documentation.
7. Important Notes
Please review the following important information regarding international customs processing.
Customs clearance is handled by logistics providers and local customs authorities.
Clearance timelines may vary depending on destination country regulations and review procedures.
Customers are generally not required to participate in the customs clearance process.
If a clearance issue occurs, our team will coordinate with the logistics provider to manage the situation.
Helpful Policy Resources
For more information about our policies, please review:
Shipping & Returns Policy – explains shipping process, delivery timelines and replacement procedures
Warranty Policy – explains warranty procedures
Payment Methods – explains available payment options
If you need assistance regarding a shipment, please contact our support team with your order number and shipment details.
We will assist in coordinating with the logistics provider when necessary.
