1. If the order's shipping terms are DAP (Delivery at Place), we have prepaid all transportation costs except import customs duties, taxes and brokerage fees. Consequently, the receiver is responsible for paying these charges on time and ensuring safe delivery. The courier may hold the shipment until these charges are paid. Our responsibility ends once the shipment has been shipped, as ownership has now been transferred to the receiver.
If the shipping terms are DDP (Delivery Duty Paid), we have prepaid all charges, including customs and duties. We try to use this shipping term if we can, but it is not always available.
2. The courier may request documentation from the receiver. This is quite rare; however, should it occur, notify our Help desk immediately so we can start working on the customs query and provide the requested information.
3. All shipping claims for loss or damage must be reported to the courier following their claims procedures. It is important to take digital photos. If a claim is made, notify us by email.