Help Center

For goods sold to Canadian shoppers that qualify for duties and taxes reclaim under the CREDITS program will be refunded in full as part of the return. For goods sold to all other countries/locations, you will be responsible for filing all drawback claims for duty and taxes for any returned items.

Title and risk to the returned items will not transfer back until such items physically arrive back at our returns facility. You are responsible for filing all drawback claims for duty and taxes for any returned items. The amount of duties and taxes applied depends on the value of the order and the destination country/location.

We are unable to make any changes to invoices. We are required by law to indicate on commercial invoices and official documents full and accurate details of the order including price. 

For a copy of your invoice, please fill out the form here: 

https://service.global-e.com/kb-tag/payments-price.

Import duties and taxes may apply upon receipt of international orders. 

These duties and taxes are beyond our control as they are set by the Customs Authority of the destination country/location and depend on a number of factors such as:

1. Country/location or origin of the purchased product
2. Local VAT rates
3. Local import taxes

It will be your responsibility to pay these charges if and when asked to by your local authorities. 

Each country/location has its guidelines which must be followed for duties and tax payments. 

1. Duties and taxes are included in the price of the product for the following countries: 
2. Duties and taxes are required to be paid at check out as a separate line item(s)
3. Duties and taxes are not included and are due at the receipt of the product 

We use Global-e payments services to manage this and simplify duties and tax payments for our international customers. Global-e offers a guaranteed landed cost shipping service that allows you to prepay all taxes and there will be no additional charge when you receive your package- guaranteed. 

All you need to do is prepay the duties at checkout. If prepayment is supported for your order, then you will be quoted as follows at checkout:

“Prepay xxxx for duties, taxes, and fees now to guarantee no additional charges at delivery”

If you choose this option, you will be provided with a 100% guaranteed total amount for your order (including all applicable delivery charges, duties, and taxes) through Global-e services. 

Please note that inspections and fees applied on imports to your t/location are beyond our control, should you not decide to prepay during checkout.  Certain countries and locations require that duties and taxes be included in the total cost of the product.  If this is the case for your location, that will be noted on the product page and at checkout. Duties and Taxes are normally not refundable.  You are responsible for filing all drawback claims for duty and taxes for any returned items. 

Yes! We're thrilled to be able to offer worldwide shipping to most countries. Explore our International Shipping Information page for additional details. 

Please choose your country's flag at the top right of of our homepage. If you cannot see your country's flag listed, then it’s likely that we do not currently ship there. 

The amount of duties and taxes applied depends on the value of the order and the destination country/location. You can reference our International Shipping Information page for information about your location.

For returned international items it can take up to 21 business days to process your refund to your original payment method as the below steps must be followed:

1. Shipping time back to our warehouse
2. Processing and inspection for refund approval
3. Authorization/processing of the refund to issue a refund
4. Bank processing time after we have issued the refund

Goods sold to Canadian shoppers that qualify for duties and tax reclaim under the CREDITS program will be refunded in full as part of the return. For goods sold to all other countries/locations: the customer is responsible for filing all drawback claims for duty and taxes for any returned items from the applicable authorities. The invoice sent with your order has all the necessary information on duty and tax payment included. No matter what the process of payment was thereof, to the extent possible, in cases of returns or any other eligible circumstances, Global-e and Mac Duggal will have no responsibility or liability in connection with such drawback claims.

If your refund has not been processed within the 21 business days from when you shipped it, please send us the tracking number for your refund so that we can investigate further [email protected]

If you prepaid your duties and taxes at checkout, your order is covered by our “guaranteed landing shipping cost service” meaning you should not have to pay any further fees. 

1. If you have not paid the invoice for additional charges, please do not- we will resolve the issue directly with our shipping partner.
2. If you have paid the invoice, please send us a copy of the receipt to [email protected] and we will issue a full refund via the global-e guaranteed duty fees. 

All returns are subject to a $25 Return fee. We will provide you with a DHL express label. The $25 return label will be deducted from the refund amount for all international returns.

Delivery and clearance costs for the delivery of the product or return of the product are not reimbursable or refundable.

Duties and Taxes are non-refundable. Title and risk to the returned items will not transfer back until such items physically arrive back at our returns facility. You are responsible for filing all drawback claims for duty and taxes for any returned items. The amount of duties and taxes applied depends on the value of the order and the destination country/location.

Please refer to the return amount eligible on the return portal to see the expected return amount due. Return amounts are for product cost only minus the $25 return fee.

Customs clearance is completely beyond our control, as are any or resulting from inspections by the customs authorities. 

As only the recipients of the package can make an inquiry with the local customs authorities, for any details regarding the process and due date, we kindly ask that you contact them directly using the tracking reference number provided in your shipping dispatch confirmation email. 

We're sorry to hear that you did not receive all the products you ordered.

Kindly send an email to [email protected] with your order number and specific details about the missing item. We will initiate an investigation to address and resolve this issue promptly.

We ship all international packages Premium Standard Shipping (FedEx) or DHL Express. We do not offer a ground shipping service at this time.  

• The express shipping fee is $25 USD
• It can take 2 business days (not including weekends and holidays) for us to prepare a package for international delivery. 
• Once your order ships you will be sent an automated message notification with your tracking information
  • If there is no update on tracking for more than 5 days, feel free to contact our customer care team to review and help track your package. Please note that international packages do not update tracking as frequently as domestic carriers. You may not see updates until the package arrives in your country 
  • If your order hasn’t arrived by the expected date, we kindly ask that you wait an additional 10-14 days to allow for any customs inspections or possible postal delays in your area.