Customs & Import

🛃 Customs & Import — important information for orders to Germany, Austria & Switzerland

Summary (in one sentence)

In most cases, orders within the EU will not incur any additional customs fees for you; however, deliveries to Switzerland may be subject to import duties (customs, VAT, handling fees) — delays due to customs checks are possible, but rare, and we will support you every step of the way.

Why there are customs checks

Shipments may be subject to random checks at border crossings or upon arrival at a national distribution center. This serves to ensure that...

to comply with safety and import regulations,
to check the value of the goods and their customs classification,
To ensure that no prohibited or regulated goods are imported.

Such checks are normal and beyond our control. They can extend the delivery time, but are rarely lengthy.

Who pays customs and import duties?

Germany & Austria (within the EU):
Generally, no customs duties apply . Most of our shipments sent from an EU warehouse are already cleared through customs or are duty-free.
Switzerland:
Switzerland is not an EU member. Therefore, import duties (customs + Swiss VAT) as well as handling or customs clearance fees charged by the courier may apply. These fees are generally to be paid by the recipient unless otherwise stated.
Exceptions & Special Cases:
Specific regulations may apply to certain product categories (e.g., electrical appliances, batteries, high-quality watches, cosmetics with special ingredients) — in rare cases, customs duties may apply even if the shipment originates from the EU.

Procedure during a customs inspection

Your package will be forwarded by the shipping provider to customs.
The customs office checks the contents, value of the goods and documents (e.g. commercial invoice).
If additional information is needed, either the shipping provider or the customs authority will contact you directly.
Once approved, the package will be forwarded for delivery.
If any fees apply, the courier will inform you about payment or collection procedures.

What can you do as a customer?

Check emails and text messages : Sometimes the courier will ask for additional information or inform you about fees.
Reply with order number : If customs or the courier contacts you, be sure to provide the order number and your name — this will speed up the process.
Check payment request : If there are fees, check the invoice for plausibility (amount, sender, order number).
If you are unsure, please contact support : Send us the courier's message or invoice to support@maxsneak.de along with your order number. We will check it immediately and get back to you with the next steps.

What we do for you

We provide all necessary shipping and customs documents (commercial invoice, goods description, goods value).
Should the courier or customs require information from us, we will handle the communication if you give us permission.
If a package is mistakenly retained or returned due to administrative errors, we will investigate immediately and, if necessary, arrange for a replacement shipment or refund in accordance with our return and refund policy.

Typical Questions & Answers (FAQ-Style)

Q: Do I always have to pay customs duties?
A: No. Within the EU (Germany & Austria), customs duties are generally not charged. However, duties may apply in Switzerland.

Q: My package is stuck in customs — what now?
A: Check messages from the courier and send us all information (tracking, notification, order number) to support@maxsneak.de . We will check the status and contact the shipping provider or customs office.

Q: The courier is demanding a fee — should I pay?
A: If the payment request is from the official shipping provider and matches your order, this is the usual procedure. If you have any doubts, send us a screenshot or scan of the payment request to support@maxsneak.de — we'll help you check if the request is legitimate.

Q: Can Maxsneak cover customs fees?
A: In exceptional cases (e.g., demonstrable errors on our part), we will consider goodwill solutions. However, as a general rule, import fees for non-EU countries (e.g., Switzerland) are to be borne by the recipient, unless explicitly agreed otherwise.

Practical tips for avoiding delays

Make sure your delivery address is correct (including phone number) — the courier or customs may need to ask questions.
If possible, avoid requests for different recipient names or address changes after the shipment has started.
For orders to Switzerland: If necessary, check with your local customs authority in advance about any applicable duties and taxes.

Contact & next steps

If you have any questions or if you have received a customs notification, please contact us with your order number at:
📧 support@maxsneak.de

We usually respond within 24 hours and will assist you with the quick approval and delivery of your order.