Taxes may apply for imported goods/services and are regulated by the country law. Onward Life is not responsible for any tax invoice charged on its products outside of Germany. Shipping rates are estimates and may depend on different policies and tax rates applied per country. Please contact local customs for clarity and information.

In individual cases, it may happen that after your goods have arrived in your home country, the courier tracking website may display the status of your goods as “clearance delay”, “on hold”, “clearance event” or something similar. In this case, it is necessary to send proof of your payment to the courier or your home country’s customs office. You should contact courier/local post in your home country to confirm the exact procedure, but in general, you should:
1. Forward the email that you received after successful payment on OLP to courier/customs in your home country.
2. In the subject line, enter your tracking number and the text “proof of payment”. For example: “1234567890 – proof of payment”.
3. A sample text for the cover email to courier/customs may be as follows:

Dear Sirs/Madams,
Enclosed please find proof of payment for the shipment with tracking number XXXXXXXXXX. A customs number is not available because it is a private import.
Please declare and deliver the goods as soon as possible.

Best regards,
[Your name]
[Your contact details]

A few things you may want to know:

– The tracking summary will be updated after the package finishes customs clearance.
– Due to the customs policies of different countries, we CANNOT guarantee if there is a tax for you. Our product price includes VAT in Germany and EU only, but does not include VAT of other countries or import tax outside Germany.
– Please keep tracking your parcel status. The courier might try to contact you in case of any shipping issues, so please be active on the number you had provided.

Additional notice about shipping:

It is the user’s responsibility to help successful order delivery. There are several situations that the parcel will be returned to the courier’s warehouse:
– We will contact the user ASAP once we receive any notification from our shipping company that your parcel is stuck in the customs due to any custom clearance reasons. If the client does not provide any necessary information within 48 hours that is required by the customs (such as tax payment) in a timely manner, the parcel will be returned to the shipping company’s country of origin warehouse. If the client wants to re-ship the parcel, you may need to pay an additional fee (according to the bill from shipping company). If you decide not to get the parcel at your own discretion, you may need to carry the burden for return shipping cost (according to the bill from shipping company). We will refund the retail price(not included extra shipping cost if paid when you placed your order) after the deduction of the return shipping cost.
– We will contact the customer ASAP once we receive any notification from the courier that either delivery address or phone number is incorrect. However, if the customer does not reply to our inquiry promptly, it will lead to the failure of the parcel delivery. The customer may need to carry the burden of additional costs for re-delivery.
– After the customer received the product, if it is not related to product quality problem and the customer wants to return the product, the customer needs to cover the return shipping cost. Once we received the product in our warehouse, we will issue a refund for the product to your payment method.
– If it appears as “Delivered” on the courier’s website for more than 1 month, the delivery details on the courier’s website will be deleted. The courier will not provide any compensation to us for these orders, therefore, if the client does not inform us to investigate the parcel via email after 1 month from the date the courier website shows “delivered”, we cannot provide any support.