GreatMascot · Customs & Duties
Duties & taxes included
GreatMascot ships orders under DDP (Delivered Duty Paid) arrangements, with customs duties and import taxes included for the agreed delivery destination. You should not normally need to pay these charges separately. If customs or your carrier asks for payment or additional information, the steps below explain how we can help.
Last updated: 10 October 2026
Received a payment notice?Contact us before paying whenever possible, and keep all related documents.
Contact GreatMascotCustoms clearance
Supporting customs clearance
DDP shipments may still be inspected or held while local customs checks the shipment details. Please respond promptly to reasonable requests from customs or the carrier. Depending on the request, you may need to provide:
- The recipient's name and contact details.
- Your order confirmation or proof of purchase.
- A description of the products in the parcel.
- The shipment tracking number.
If you are unsure how to respond, send us your order number, tracking number, and a copy of the notice. We will help you obtain the relevant order or shipment information and explain the next steps.
Payment requests
If you receive a payment notice
- Email sale@greatmascot.com before paying whenever possible.
- Include your order number, tracking number, and a clear copy or screenshot of the customs or carrier notice. Show the charge breakdown and any payment or clearance deadline.
- Keep the notice and related correspondence while we check the request and help resolve it with the carrier.
Reimbursement
If you have already paid
If you must pay immediately to release your parcel, keep the official invoice and payment receipt, then contact us with the documents listed below.
We will check the shipment details and the charges paid. Once we confirm that you paid customs duties or import taxes already included in your GreatMascot order, we will arrange reimbursement of the verified amount. If further information is needed, we will explain what to send.
If the notice or invoice includes other fees, send the full itemized breakdown so we can check each charge and explain how it will be handled.
Information for a reimbursement request
Please send:
- Your GreatMascot order number.
- The shipment tracking number.
- The customs or carrier payment notice.
- The official customs or carrier invoice showing the charges.
- A payment receipt or other confirmation that the amount was paid.
The documents should clearly show the type of charge, amount and currency, payment date, issuing customs authority or carrier, and shipment reference. If any details are missing, send what you have so we can explain what else is needed. Keep the original documents until the matter is resolved.
Customs clearance and delivery delays
DDP covers the included duties and taxes; it does not bypass inspections or guarantee immediate customs release. Clearance times vary by destination, local authorities, and the information requested, and may add to our shipping estimates.
If your parcel appears to be awaiting clearance, send us the tracking details and any notices you have received. We will assist with shipment enquiries and share relevant updates when available.
Contact GreatMascot
Please include your order number and tracking number in customs-related enquiries.
This policy does not limit your rights or remedies under applicable consumer law.