Customs & Duties
We cover your
customs duties.
MakeMascot covers customs duties and import taxes charged on your order. If you are asked to pay these charges when your package arrives, keep the official documents and contact us for reimbursement.
Duties covered by us
Customs duties and import taxes on your order.
Keep your documents
Save the customs invoice and proof of payment.
Contact us to claim
Send your order number and payment documents.
Our duty coverage policy
For orders placed on makemascot.com and shipped to destinations we serve, MakeMascot bears the cost of customs duties and import taxes charged by the destination customs authority.
This includes import VAT or GST where it is assessed as part of the customs tax bill for your shipment. The amount charged may vary by destination and order.
You may need to pay first. If customs or the delivery carrier collects these charges from you, we will reimburse the covered duties and import taxes after verifying the official invoice and your payment receipt.
If you are asked to pay
Check the payment notice
Confirm that it relates to your MakeMascot shipment. If you are unsure about a charge or notice, contact us before paying.
Pay and keep the receipt
If payment is required to release or deliver your package, pay through the official customs or carrier payment channel. Keep the itemized invoice and proof of payment.
Send us your documents
Email sale@makemascot.com with your order number, tracking number, customs invoice and payment receipt.
Receive reimbursement
Our team will check the documents and arrange reimbursement of the customs duties and import taxes you paid. We will contact you if any further information is needed.
Help with customs clearance
Please provide accurate delivery details and respond to any requests for information from customs or the delivery carrier. If you need an order invoice or assistance with shipment documents, our team can help.
Customs inspections and requests for additional documents may affect delivery time. Our duty coverage policy does not guarantee a specific customs clearance date.
Common questions
Will I need to pay customs duties on delivery?
Customs or the carrier may ask you to pay before your package can be released. If that happens, keep the official invoice and payment receipt and send them to us with your order details. MakeMascot will reimburse the covered customs duties and import taxes.
Does this policy include import VAT or GST?
Yes. Import VAT or GST assessed by customs on your MakeMascot shipment is included in our import tax coverage. Please keep the itemized tax invoice and proof of payment.
What if the invoice contains other charges?
Send us the itemized invoice so we can identify the customs duties and import taxes covered by this policy. Carrier service, storage or other charges listed separately from those duties and taxes are reviewed individually; contact us if you are unsure about them.
Can I request reimbursement without a receipt?
We need the official invoice and proof of payment to verify the charge. If you have not received these documents, ask customs or the carrier for copies. Contact us if you need help identifying the documents to request.