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If the items are detained by customs, who is responsible for the clearance of the items?

If the items are detained by Customs after the shipment has been left the supplier’s country, the buyer is responsible for clearance of the detained items.

What do I do if my parcel is seized by customs?

If your items can not be cleared at customs, you need to provide eBioChem with the letter authorized by customs stating why they have been seized.
This refers to the case that the package is held in detention at your customs. The dispatching party should be responsible for providing evidences to explain the detention.
Case 1: If the item is held in detention at the dispatching party’s customs, eBioChem should make a full refund to the buyer.
Case 2: If the customs proves that the detention happens because the item is prohibited or a replica subject to a fine, eBioChem should make a full refund to the buyer.
Case 3: If no written certification is provided by the customs about the detention, the goods are deemed to be en route and eBioChem should handle the case based on the specific situations when the shipping information is incomplete.

Whether to deliver by air or by sea?

When you order a large quantity of items, the transportation cost could be very expensive if you choose the conventional express. We suggest that you choose the delivery by sea method, which is relatively slower but could be much cheaper.

EBC can provide you either air shipping or ocean shipping service. The service is provided by third-party logistics company. As they may not deliver the items to the door, you might need pick up the items from the third-party logistics company.

What happens if the tracking number is invalid?

The tracking information normally appears 1-2 days after shippment. If you don't receive or see the tracking number for more than two weeks after payment, or the supplier never responded to your email, you can ask customer service to cancel the order for you without risk.

How can I tell if my items have been shipped or not?

When an order has been shipped, the order will be moved into folder “shipped” in your EBC account. You can click the order number to find the tracking information. Also, EBC will send you a notification email after the shipment. You can track the item status online with the tracking number provided by the supplier.

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