INTERNATIONAL SHIPPING, MADE CLEAR
Customs Duties & Import Taxes
We want international delivery to feel straightforward. Here is how MascotStreet handles import duties and taxes—and what to do if you are unexpectedly charged.
Last updated: August 21, 2026
Our commitment
Duties Paid Before Delivery
MascotStreet ships orders under a Delivered Duty Paid arrangement unless your checkout, quotation, or order confirmation expressly states otherwise.
Under DDP, the import duties and taxes required for delivery are included in your order total, so you generally should not need to pay an additional customs charge when your order arrives.
We prepare the commercial invoice and other shipping documents needed to support customs clearance. Final clearance decisions remain subject to the rules and procedures of the destination country.
If something unexpected happens
Received a Customs Charge?
In rare cases, a customs authority or shipping provider may request payment because of a local rule, assessment, or clearance procedure. Follow these steps so we can help.
Confirm the Charge
Make sure the payment request is official and relates to your MascotStreet shipment.
Keep Your Documents
Save the customs invoice and proof of payment. They should show the order or tracking number, amount, currency, type of charge, and collecting authority or carrier.
Contact Us Promptly
Email sale@mascotstreet.com within 7 working days with your order and tracking numbers, invoice, proof of payment, and the name and email used for the order.
Important: If payment is required to avoid a delivery delay or return, you may pay the official charge and then submit the documents for review. Please contact us before refusing delivery or allowing a shipment to be returned.
What happens next
Review & Reimbursement
The reimbursable amount is limited to the documented customs duty or import tax actually paid for the applicable MascotStreet order.
Working Days to Review
We normally review complete reimbursement requests within 3 working days.
Working Days to Reimburse
After approval, we issue the reimbursement within 5 working days using the original payment method whenever possible. Your payment provider may need additional time to post the credit.
Know what qualifies
Policy Coverage
This reimbursement policy applies to official import charges assessed despite a DDP shipment. The following guide explains what is and is not covered.
Covered
- Customs or import duties.
- Import VAT, GST, or an equivalent government import tax.
- Other mandatory import taxes clearly shown on an official customs invoice.
Not Covered Unless Agreed in Writing
- Brokerage, advancement, administration, handling, storage, demurrage, redelivery, or remote-area fees charged by a carrier or third party.
- Penalties or extra costs caused by an incorrect address, missing recipient information, a failure to respond, or a refusal to cooperate with clearance.
- Charges for a shipment refused, abandoned, or returned without first contacting MascotStreet.
- Charges without an official invoice and proof of payment.
- Requests submitted more than 7 working days after payment, or requests that remain incomplete after we ask for supporting information.
Help avoid delays
Your Customs Responsibilities
Accurate information and timely replies help your order move through customs smoothly.
- Provide a complete and accurate recipient name, delivery address, telephone number, and email address.
- Provide a tax ID, business number, or other identification if the destination country’s customs authority requires it.
- Respond promptly to reasonable requests from MascotStreet, the carrier, or customs.
- Do not ask us to undervalue the shipment or describe it inaccurately on customs documents.
We are here to help
Questions About Duties or Taxes?
Contact MascotStreet with your order number. For a reimbursement request, include the order number in the subject line and attach the required documents.
CONTACT MASCOTSTREET