📦 My Order Can’t Be Delivered – Customs Problem
At eTroBiz, we strive to ensure smooth and timely delivery. However, Customs inspections are a standard part of international shipping, and occasionally, issues may arise beyond our control.
🛃 What Happens at Customs?
When importing products, your local Customs authority may inspect the shipment. Here’s what you should know:
✅ We include all required paperwork (invoices, shipping documents) with your order
✅ In most countries, importing electronics and consumer products is straightforward
✅ Courier companies (e.g., UPS, FedEx, DHL) usually handle the Customs clearance on your behalf
✅ If duties or taxes apply, the courier may pay them upfront and collect payment from you upon delivery
❓ What to Do if There's a Customs Issue
If your shipment is held or delayed by Customs:
📄 You may be asked to submit additional documents, such as a matching invoice
→ Contact us immediately — we’ll send you a PDF invoice to provide
📄 Sometimes a license or certificate may be required
→ In most cases, we’re already in contact with the courier and will help manage this
→ If you are contacted by Customs, notify us right away so we can assist
🚫 Customs Liability – Who Is Responsible?
We are responsible for issues caused by our own error, such as:
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Missing or incorrect paperwork
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Product mislabeling due to our mistake
✅ In such cases, we’ll re-ship your order at no cost or offer store credit.
However, you are responsible in the following situations:
❌ The products are restricted or illegal in your country (e.g., specific surveillance devices)
❌ Your country requires an import license, and you do not have one
❌ You fail to respond to Customs, or refuse to pay import duties or taxes
In these scenarios, we cannot offer compensation. As the importer, you are solely responsible for compliance with your country’s laws and import regulations.
⚠️ Do You Currently Have a Customs Problem?
We may already be working on it. To get an update:
📧 Contact our support team at: support@etrobiz.com
We’ll assist you promptly and provide any necessary documents or guidance.