The fee included at checkout will generally cover customs fees, however, each customs process varies from country to country, and occasionally, an additional charge may be required for kit collection at your local post office."
If you find yourself in this position (where you are charged an additional customs fee for an order placed on our website while it's being shipped to you) please pay your customs fee first, then send us the receipt or any questions you may have through our contact us page. We will reimburse that cost using the payment method used to purchase your Embark kit(s). This only applies to standard shipping options. We do not reimburse overnight or express shipment costs.
Please note: We only reimburse customs charges for outbound shipments of purchases coming from embarkvet.com. The return shipment costs are the responsibility of the customer when shipping internationally.
Should you need further assistance, please contact us and we will be happy to assist you!