? Resolving Shipping Issues
At Oncostore, we strive to ensure that your order arrives on time and in full. However, there are rare occasions where issues may arise during international shipping, particularly with customs. Here’s how we handle these situations:
? 1. Customs Hold in India
Problem:
– Occasionally, a product may be held by customs in India. While this is rare, it can delay shipment beyond our standard delivery timeframe.
Resolution:
– Duration Exceeds 20 Days: If your product is held for more than 20 days, we will contact you to offer a choice between a full refund or reshipping the package at no additional cost to you.
? 2. Customs Issues in Destination Country
Problem:
– The product is released by Indian customs but gets stuck or is destroyed by customs in the destination country.
Resolutions:
– Package Destroyed: If the customs authority in the destination country destroys the package, Oncostore will offer you the choice of a full refund or reshipping the package.
– Package Stuck: If the package is stuck and not moving forward within a reasonable time, Oncostore will reassess the situation, contact you, and offer options such as waiting a bit longer or reshipping.
? 3. Partial Order Received
Problem:
– The package has been released by customs, but you receive only a partial order because customs in the destination country have removed some items.
Resolution:
– Oncostore will reship the missing portions of your order at no additional cost to ensure you receive the full quantity of what was originally purchased.
? Refund Policy After Customs Clearance
– Refund Eligibility: Refunds are issued only if 45 days have passed from the date of your order. However, if it is confirmed before this period that the customs in the destination country have destroyed the package and it will not be forwarded to you, Oncostore will expedite the refund process or offer to reship the package, based on your preference.
ℹ️ General Guidance for Customs Issues
– Stay Informed: We recommend keeping track of your tracking information and staying in contact with your local customs office if you notice delays or are contacted about your shipment.
– Documentation Might Help: Sometimes, providing additional documentation to your local customs office can help release the shipment more quickly. Oncostore can assist by providing necessary documents on request.
❓ Need Help?
If you encounter any issues with customs or if your order is incomplete, please don’t hesitate to contact us. You can reach our support team via:
– WhatsApp: Use the link on our homepage for instant support.
– Email: [info@oncostore.com](mailto:info@oncostore.com)
We are committed to resolving shipping issues swiftly and ensuring that your experience with Oncostore is satisfactory. Thank you for your patience and understanding.