Customs requirements vary by destination, carrier and product. Follow the request shown in the carrier's tracking or customs message; do not send documents that were not requested.
First steps
Open the live carrier tracking for the shipment.
Read the exact customs exception or document request.
Follow the carrier's secure submission instructions and deadline.
Keep confirmation that the document or payment was submitted.
Documents the recipient may be asked to provide
Depending on the shipment, the carrier or customs authority may request:
a customs power of attorney authorizing the carrier to represent the recipient;
recipient identification or company registration details;
proof of purchase; or
payment of import duties and taxes when these were not included at checkout.
Provide identification and sensitive documents only through the carrier's official secure channel, not in chat.
Commercial invoice and product information
A commercial invoice normally contains the product description, value, origin and other shipment details. If the carrier says the invoice is missing or incorrect, do not contact the seller directly.
Continue in the current chat with:
The Oblist order number;
carrier and tracking number;
a screenshot or copy of the carrier request; and
the submission deadline.
Customer Care will coordinate with the seller and Logistics to supply or correct the required document.
Customs may also request an HS code, material composition, country of origin, declared value, packing list or a licence for regulated materials. The Oblist coordinates with the seller when information only they hold is required.
Follow-up
After submitting the requested information, continue checking carrier tracking. Customs release times are controlled by the carrier and authorities and cannot be guaranteed by The Oblist.
If duties, documents or pickup requirements are not completed before the carrier deadline, the package may be returned to the seller. Section 9.1 of the Terms & Conditions explains the reshipment, store-credit and refund options that may then apply.