My package is at Customs, can I refuse delivery?Updated a month ago

We completely understand — customs steps and unexpected duties can be frustrating. Still, for a package awaiting customs clearance, refusing or abandoning it isn’t a workable option, and we’d like to explain why so you can make the best decision.

If a shipment is refused or left unclaimed at customs, it is typically destroyed or abandoned, in which case it can’t be recovered and a refund isn’t possible. If it is instead returned to sender, that reverse journey is slow (often months, as carriers prioritize outbound freight) and carries return penalties and surcharges. Those return-to-sender fees are the customer’s responsibility and are deducted from any refund — and because they frequently equal or exceed the value of the order on international shipments, there is often little or nothing left to refund.

International shipping works as a partnership: we ship with the major full-service carriers (FedEx, UPS, and DHL, or similar) to give your order the smoothest possible journey, and in return we ask that recipients complete the customs process — paying any required duties so the package can be released and delivered. Tracking your shipment and coordinating with the carrier when needed is the recipient’s part in getting the order safely to you.

Refusing delivery is not the same as making a return. If you’d like to return your item, simply accept the package and then start a return through our standard process (linked here).

And if you’d ever like a hand understanding import duties or navigating customs clearance, we’re genuinely happy to walk you through it — just reach out.

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