We currently ship all our products in a way that the customers have to pay for customs clearance at import. That means the duties are not included in the product price and it is up to the customer to clear the situation with the local authorities. As a customer, please inform yourself about the taxes and duties which apply at import of goods from Germany (European Union). This is the original country where anabrid GmbH (maker of the brands Analog Paradigm and The Analog Thing) produces and ships from.
We sometimes get packages back because customers did not pay the duties. This can have various reasons. For instance, some countries send notification letters by snail mail (which can be mis-routed or the customer is somewhere else, probably on vacation), whereas other send them by e-mail (which can lead in spam or be ignored by other reasons). The return of a package results in fees for us. The same applies in subsequent attempts to ship the package to the customer. Approximately, the calculated shipping costs apply at each attempt for shipping.
It's part of our good manners that we do a second attempt for delivery for free. Mistakes happen and we want our customers to be happy, this is why we waive further demands in such a case. HOWEVER, if the second delivery also fails, we will NOT do further shipping attempts for free. In this case, several options apply:
1) The customer is no more interested in the product. We can refund the full costs MINUS the two shipping attempts (=2x shipping costs) and any tax costs we had to pay on top.
2) The customer is still interested. In this case, please contact us so we can talk about the extra fees.