Last updated: October 16, 2026
This policy applies to orders placed directly on www.jinvun.com for delivery to the United States and Canada.
Our orders are shipped internationally from China. Jinvun covers applicable customs duties, import taxes, and customs-clearance fees associated with delivering your order.
1. Charges Covered by Jinvun
In addition to free standard shipping, Jinvun is responsible for:
- Applicable customs duties.
- Import taxes assessed on your shipment.
- Customs-clearance fees.
- Related carrier or customs-broker processing fees required for clearance.
These charges will not be passed on to you as an additional delivery expense. You do not need to calculate or arrange payment of import charges before placing your order.
2. If You Receive a Payment Request
If a carrier or customs authority asks you to pay an import-related charge, please contact service@jinvun.com before paying.
Include:
- Your order number.
- Your shipment tracking number, if available.
- A copy or clear photograph of the payment notice.
- Any payment deadline stated in the notice.
We will review the request and coordinate the next steps with you and the relevant service provider.
Please do not ignore a customs notice. Forward it to us promptly so we can help resolve the issue before it affects delivery.
3. If You Have Already Paid a Charge
If you have already paid a customs duty, import tax, or clearance fee associated with delivery of your Jinvun order, email us with:
- Your order number.
- The original payment notice or invoice.
- A receipt or other proof of payment showing the amount and currency.
We will verify that the charge relates to your shipment and reimburse the applicable amount. We will confirm the reimbursement arrangements with you after reviewing the documents.
Please do not send full card numbers, card security codes, or payment account passwords.
4. Customs Information and Documentation
Customs authorities or carriers may request information needed to clear a shipment, such as confirmation of the recipient’s name or delivery details.
Please provide accurate information and respond promptly to legitimate requests. If you are unsure about a request, contact us before sharing sensitive information.
We will provide accurate order and shipping documentation as needed. We do not agree to falsely declare a purchase as a gift or understate its value.
Our responsibility for import-related charges does not remove any information requirements imposed by the relevant customs authority.
5. Customs Processing and Delivery Delays
Payment of customs charges and completion of customs clearance are separate matters. Although Jinvun covers the applicable charges, customs authorities may still inspect a parcel or request additional documentation.
These procedures can affect the estimated delivery time.
If your tracking information indicates a customs delay, contact us with your order number and tracking details. We will review the shipment status and assist with the next steps.
Please refer to our Shipping & Delivery Policy for processing and transit estimates.
6. Parcels Held or Returned by Customs
If a parcel is held or returned because of a customs issue, please contact us before arranging a replacement purchase or taking other action.
We will investigate the reason and discuss the appropriate resolution, which may include completing clearance, arranging another shipment, or issuing a refund where appropriate.
You will not be required to absorb import charges covered by this policy as a condition of receiving assistance.
Nothing in this policy removes your rights concerning an undelivered order.
7. Relationship to Our Other Policies
This policy explains who pays import-related charges for delivery of your order. Return and warranty procedures are explained separately:
Please contact us before sending an international return so we can provide the correct shipping and customs instructions.
8. Policy Updates
We may update this policy when our delivery arrangements change. The latest revision date will appear at the top of this page.
Changes will not retrospectively transfer to you any import-related charges that Jinvun agreed to cover when you placed your order.
Nothing in this policy limits rights available under applicable consumer protection laws.
9. Contact Us
For customs notices, import-charge questions, or reimbursement requests:
Email: service@jinvun.com
Phone: +86 18034888122
Jinvun — Urumqi Jinruipeng Biotechnology Co., Ltd.
Business Address:
Unit C3A07, Building 4, Oriental Garden
No. 383 Changjiang Road, Shayibak District
Urumqi, Xinjiang, China