Eligible official customs duties and import taxes are covered.
Please respond promptly if customs or the carrier requests information.
Keep the official charge invoice and proof of payment.
We reimburse eligible charges after reviewing the documents.
Duties-and-Taxes-Covered Delivery
ShopMascot covers eligible official customs duties and import taxes for orders shipped to supported countries. Covered charges may include customs duty, import tax, import VAT, GST, or an equivalent government import charge shown on an official invoice.
In many cases, the carrier completes customs clearance without collecting any additional payment from the recipient. However, customs authorities or local carriers may occasionally require the recipient to provide information, complete a clearance procedure, or pay an import charge before releasing the package.
If you are charged an eligible official customs duty or import tax, pay the amount when necessary to release the shipment, keep the official invoice and payment receipt, and contact us for reimbursement.
If Your Package Is Held by Customs
Please cooperate with customs or the carrier and provide the requested information as soon as possible. Depending on local requirements, they may ask for identification, proof of purchase, a product description, a commercial invoice, or confirmation that you are the recipient.
If you need an invoice or another shipping document from ShopMascot, contact us immediately and include your order number and tracking number.
Customs Procedures by Destination
United States, Canada & Australia
Packages sent to the United States, Canada, and Australia are generally cleared without the recipient being asked to pay additional customs charges.
If customs or the carrier does collect an eligible import duty or tax, please cooperate with clearance, keep the official documents, and request reimbursement from ShopMascot.
Other Supported Countries
Customs requirements vary by destination. The recipient may be contacted to complete local clearance or provide information before the package can be delivered.
Please cooperate with the clearance request. If an eligible official import charge is collected, keep the invoice and payment receipt and send them to us for reimbursement.
Charges Covered by ShopMascot
Official customs duties charged as a condition of importing the order.
Official government import or customs taxes assessed separately from customs duty.
Official import VAT, GST, or an equivalent government charge collected when the order enters the destination country.
Reimbursement is based on the verified amount shown on the official invoice and proof of payment. Please do not send cash or make an unofficial payment to an individual.
Charges Not Covered
The duties-and-taxes-covered arrangement does not cover avoidable costs caused by delayed responses, refusal to complete clearance, an incorrect address, or failure to provide requested information.
How to Request Reimbursement
Complete Clearance
Cooperate with customs or the carrier so that the package can be released.
Pay if Required
Pay an official charge when necessary to prevent delay or return.
Keep Documents
Keep the customs or carrier invoice and proof that the charge was paid.
Email ShopMascot
Email your order number, tracking number, invoice, and proof of payment to us.
Documents Required for Reimbursement
Clear photographs, scans, or PDF copies are acceptable. The documents should show the amount paid, currency, date, and the organization that collected the charge.
Review and Reimbursement
After receiving complete documents, we will review the charge and confirm whether it qualifies for reimbursement. We may contact the carrier or request additional information when the invoice is incomplete or unclear.
Approved reimbursement is normally issued within 2 business days after verification. The funds will be returned to the original payment method when possible, or through another mutually confirmed method.
Your bank, PayPal, or card provider may require additional time to display the reimbursement in your account.
Customs Clearance Delays
Customs inspections and clearance requests are controlled by local authorities and carriers. Occasional customs delays may occur and are not always included in the normal delivery estimate.
Prompt cooperation usually helps prevent storage charges, return-to-sender fees, and unnecessary delivery delays. Please contact us if the shipment remains held after you have provided the requested information.
Please Do Not Refuse or Abandon the Package
If customs or the carrier requests payment or documents, contact us before refusing delivery. Refusing or abandoning the shipment may result in storage, return, disposal, or redelivery charges that are not covered when they could have been avoided through reasonable cooperation.
Need Help With Customs Clearance?
Contact us with your order number, tracking number, and any message or invoice received from customs or the carrier.
ShopMascot.com is operated by Changzhou Xingchuang Network Technology Co., Ltd.
Last updated: September 9, 2026