We try to prepay for any potential customs charges prior to the kit's arrival. However, each incoming customs process varies from country to country. Occasionally, a customs charge may be required for kit collection at a local post office near your shipping address.
If you find yourself in this position (where you are charged a customs fee for an order placed on our website) 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).
Please note: We will only reimburse the custom charges for purchases made on embarkvet.com. This also only applies to standard shipping options. We do not reimburse overnight or express shipment costs.
Should you need further assistance, please contact us and we will be happy to assist you!