NextMascot · Customer Care
Customs Duties & Import Taxes
We ship orders using a duty-paid courier service. NextMascot bears all customs duties, import taxes, and customs clearance-related charges for your NextMascot shipment.
If your shipment is held by customs, please cooperate with the customs authority or carrier to complete clearance. If you are required to pay any import or clearance-related charges, keep the itemized invoice and proof of payment, then send them to us for full reimbursement.
01. Duty-paid shipping and covered charges
NextMascot covers all charges relating to the import and customs clearance of your NextMascot shipment, including:
| Charge | Who pays? |
|---|---|
| Customs duties and other import duties | NextMascot — in full |
| Import taxes, including import VAT and GST | NextMascot — in full |
| Carrier or broker customs clearance, brokerage, handling, and duty/tax advancement fees | NextMascot — in full |
| Customs inspection, customs-related storage, and any other import or clearance-related charges billed by customs or the carrier for your shipment | NextMascot — in full |
Excluded charges: none within the import and customs clearance charges described above. If you pay these charges to complete clearance, we reimburse the full amount after checking that the invoices and payment records relate to your NextMascot shipment.
02. If your shipment is held by customs
- Respond to the customs or carrier notice Please respond promptly and cooperate with the clearance instructions provided by the customs authority or carrier.
- Provide the requested information You may be asked for the recipient's details, order confirmation, product information, or other documents required to clear your shipment. Contact us if you need help obtaining order or shipment documents.
- Keep invoices and proof of payment If customs or the carrier requires payment to release the shipment, you may pay the customs authority or carrier directly. Keep the itemized invoice and payment receipt for every import or clearance-related charge you pay.
After paying, send your documents to us to request reimbursement. Prior contact or approval from NextMascot is not required for reimbursement of these charges.
03. How to request reimbursement afterward
Email sale@nextmascot.com with:
- Your NextMascot order number and shipment tracking number.
- The itemized customs or carrier invoice showing the charges for your shipment.
- A receipt or other proof of payment showing the amount, currency, and payment date.
- A copy of the customs or carrier notice, if available.
A single document may satisfy more than one requirement if it contains the necessary information. Please keep your original invoices and receipts until reimbursement is complete.
Application deadline: There is no fixed deadline for reimbursement requests. Please apply as soon as your invoices and payment records are available. You may apply before or after delivery.
04. Review time and reimbursement method
After we receive all required order and shipment details, invoices, and proof of payment, we will complete the review and issue the full reimbursement to your original payment method within 2 business days . This is one combined period for review and payment.
If information is missing or unclear, we will tell you what is needed within 2 business days of receiving your request. The combined review and payment period begins when all required information has been received.
We will email you when the reimbursement has been issued. Your bank or payment provider may take additional time to show the credit in your account.
For this policy, business days are Monday to Friday, excluding public holidays in China. Times are measured using China Standard Time (UTC+8).
05. Customs processing and delivery
Duty-paid shipping does not remove the customs authority's inspection or documentation requirements. Customs processing may add to delivery time. Please cooperate with the clearance process, and contact us if you need assistance.
Product returns and refunds of the purchase price are explained separately in our Returns & Refunds policy.