As to the customs fee payment issue, the recipient should take responsibility to pay it. For some shipped orders to some countries, for example, South Africa, If the recipient refuses to pay the customs fee, the destination customs will charge it to the shipper no matter whether the package is destroyed or abandoned. Under this condition, we’ll charge it from you, please kindly noted.
Category Archives: Help Center
Q: Why don’t all payments be balance when I use PayPal to top up?
It happens because PayPal charges a certain service fee from you. When you use PayPal to top up some money to your wallet on POPCUSTOMS, PayPal will deduct the service fee from the total you top up.
Q: How POPCUSTOMS charge to my synced orders?
For synced orders to our website, you can manually pay via PayPal, Payoneer, or Visa card. If you’d love to make your orders charged automatically from your credit card, check this tutorial.
Q: My package stuck at the customs, what should I do?
If a parcel is stuck at the destination customs for clearance, it is the customer’s responsibility to help with customs clearance.
Q: What can actually cause production delays?
Labor-intensive products typically are the first to slow down in the production process as they tend to take a longer time to produce (items that are cut/sewn).
Stock and raw material shortages for products can cause delays especially when a manufacturer is waiting on an incoming shipment or if there are any supply chain issues.
Orders with only a single item move through production much faster because they don’t get held up at the fulfillment station. Orders with multiple items may have to wait for other items to catch up before getting packaged which may cause additional delays.
Q: What’s the remote area surcharge means?
Shipping couriers charge an additional shipping fee for remote area addresses, this is called a remote area surcharge. The surcharge is usually more than $35. If your order’s address is remote area, we always ship your order via the Standard shipping method to avoid the expensive remote area surcharge. Under this condition, the shipping difference will be refunded to your Wallet.
Q: Why is my card getting declined?
There are some possible reasons listed as follows for your reference, hope it makes sense. We also recommend you contact your credit card issuer/ bank to ask for help when encountering this problem.
① Insufficient funds
Check the funds available in your bank account.
② Card is expired
Check the expiry date shown on your credit or debit card.
③ Withdrawal limit exceeded
You may have reached a daily limit for a single vendor that could be set up by your card issuer or bank. Contact your bank for further information or retry the following day.
④ Card is blocked
Please try again in 30 minutes. If that doesn’t help, contact your bank or try adding a new card.
⑤ A technical error occurred
Please retry the process at a later time. If the issue persists, contact our Merchant Support team by clicking on the chat bubble.
⑥ Bank declined the transaction
Please contact your bank for more information.
Q: My order shows it is being returned to sender, what now?
There are a few reasons an order can be returned to sender, the customer may be able to find it on the tracking page. If not, we suggest the customer contact the local courier to ask for the details.
Attach the Local Courier Contact Information file for your reference below.
Q: How to submit an order during the holidays?
Just submit your order as usual. However, the delivery may be delayed during the holiday because of short-staffed or some other objective reasons. When the holidays come closer, we’ll release a notice to recommend you place orders in a proper time range so the recipient can be more likely to receive the order before the holiday. Please stay tuned to our notifications from time to time.
Q: What shipping problems will you support for replacement or refund?
We offer a refund or replacement service if your package encounters the following circumstances,
① Package is lost during the shipment.
② Tracking info stops updating in China for over 20 days.
Note: Please kindly noted that a delay caused by force majeure factors is not covered in this scope.