Customs Duty and Refund

[Jimmy_9]

After the customer clicks to purchase the product, we are charged a customs duty fee first. However, after the customer cancels the order, the customs duty fee we paid has not been refunded yet, and the product has not been shipped. How long will it take to receive the customs duty refund, or who should we contact to inquire about this?

[Promer]

Hi @Jimmy_9 

customs duty refunds typically depend on the regulations of the country where the duty was paid. Since the product was not shipped, you should first check with your customs authority or shipping carrier (if they collected the duty) to see if a refund is possible. Some countries allow duty refunds for canceled orders, while others don’t.

If you paid the duty through a third-party service like DHL, FedEx, or UPS, contact them directly—they often have specific refund procedures. Also, if your Shopify store is using Duties & Import Taxes at checkout, you may need to check with Shopify Support to confirm whether the duty was processed through their system.

Processing times can vary, but it usually takes a few weeks. If you haven’t already, gather your transaction records and cancellation proof before reaching out.