If your order is held by customs for any prolonged period and you require assistance in the process, please first contact the courier with your tracking number to get information regarding the reasons given by customs for the hold. Then, contact our customer service by email and forward the communication you received from the courier.    We will do our best to assist with providing any required documentation. Please note Shivaloka is not responsible for any delays caused by customs inspections.    If you experience a long hold by customs, the recommendation by the courier is that the customer can file a complaint with the customs office. Please visit your local customs government website to see the procedure for a complaint.   If you wish to cancel the order if it is stuck in customs for a long period. Our policy for refunds is that refunds will be issued only once the order parcel has been returned and received by us. Shipping fees are deducted from refunds for returns.