Customs Terms

Authorized by Westingames


1. How to solve the problem that goods are detained by customs?
  • If  retained in China, we will take the responsibility to resend it and make sure of clearance;
  • If the goods are detained except China, our customers should handle the customs clearance issues themselves, who knows better of your local customs term. Meanwhile, we will cooperate with our customers to provide some documents(only the Commercial invoice and Packing list, other information unavailable). More details
2. How to solve the failure of customs clearance?
  • For the Failure of EMS clearance, the goods will be forced to return to China. Then we will offer 20% shipping costs for redelivery(noted: The final compensation will not exceed 15% of goods cost).
  • As for the failure of DHL, UPS, Air and Sea shipping clearance, and so on, we do not accept the return of the parcel(The customs will charge a lot of exporting fee), but we will offer 30% goods cost as compensation. 
  • It is recommended that customers contact local customs brokers to assist the clearance, who generally have more ability to solve the customs issue. Meanwhile, we will offer the documents to help you with the clearance.  

To better improve our service and reduce the customs clearance loss for customers, There are several methods for you to know if your package will have the issue on parcel seized by customs. More details.
1. How to treat products with trademark or brand logo?
  • With thousands of products showed on our website, part of them is printed or produced with a brand logo like Sony, Microsoft, Nintendo, Monster Beats, and so on, which are from original factory, pulled parts, or the third party. 
  • For the import of products with brand logos, WESTINGAMES does not provide relevant authorization documents (such as CO). WESTINGAMES can handle the export issues of Chinese customs, so you only need to consider whether you can solve the import issues of local customs.
2. How to make smooth customs clearance for brand logo products?
There are four ways according to our previous experience and useful feedback from some of our customers, which effectively reduced the risk of being detained by customs.  
  • Remove or replace the brand–logo name and other susceptible words in our commercial invoice and packing list in advance.
  • Make two payments if you need a false declaration. One part is equal to the customs invoice value declared, the rest to make up of your order value.
  • Hide or cover the logo of the product with logo, and pack it at the bottom or middle of the package as much as possible
  • Separate the package when the volume or weight is up to 40kg to avoid inspection of customs. 
In most cases, this suggestion will be workable for our customers except in some countries with strict customs policy. Some only need to provide customs invoices with payment improvement,  others may have to seek help from a local customs broker to assist the clearance. However, customers should learn and be familiar with the local customs policy in advance and adopt our customs clearance methods. 
To better improve our service and reduce the customs clearance loss for customers, WESTINGAMES specially issued a new insurance policy on parcels seized by customs. More details.