"My Order Can't Be Delivered - There Is A Customs Problem"

Usually, when you import goods from soloong, the packet will be inspected by your local Customs.

There's usually no reason to worry because:

• Soloong provides all the necessary paperwork for your shipment;
• In most countries it's pretty easy to import most kinds of consumer electronics;
• The actual process of customs clearance is usually handled completely by the delivery company (e.g. UPS, FedEx, DHL);
• If there is any duty (import tax) or other charges to pay, the courier will usually pay it first and deliver the products to you, and you pay them later. Click here for more information about import taxes.
   

If there is a question about your delivery:

• Sometimes you may need to provide information to your local Customs about the shipment you are receiving. In some cases they need you to provide an invoice matching the invoice that accompanies the goods. In these cases please contact us immediately and we will provide you with a PDF of the shipping invoice.
• Sometimes the products need to be backed up with some kind of licence or certificate. In these cases, we mostly already hear about it from the courier and we will handle it for you. If Customs contacts you about this, please contact us first to get our help.
   

Customs Liability

• If, for any reason, the products cannot be delivered to you, due to a Customs problem, we will discuss with you case by case about how to handle this.
• If goods are seized or turned back because of an issue that was soloong's fault, e.g. incorrect paperwork, we will re-deliver the goods at our own expense, or offer you credit for a new order.
• If goods cannot be delivered due to restrictions in your own country, this is your responsibility. For example, if you decided to try to import a mobile phone, but this technology is illegal or restricted in your country, that is your responsibility to know about before you order from soloong, and if the delivery failed for that reason we cannot offer any compensation. Another situation in which you must accept liability is where your country requires you to have a licence to import commercial goods: in this case, it is your responsibility to know about this before you place an order on soloong, and in the case of a failed delivery, we cannot offer any compensation.
• As the importer you hold sole legal responsibility for responding to questions about imported goods delivering to yourself. Import duties, sales tax, and any other customs charge, are your responsibility, as described in our terms and conditions. If a delivery fails because you do not respond in time to Customs communications, or you refuse to pay the applicable charges, we cannot offer any compensation.