The carrier is requesting customs documents.

1. What should you do if the carrier requests documents?

For an international shipment, DHL, FedEx, UPS, or another carrier may request additional information to proceed with customs clearance of the package.

If the carrier informs you that a document must be provided by the sender, use the form below.

Do not create commercial or customs documents yourself on behalf of Biogo.

2. What information should you prepare?

To help us identify the shipment quickly, please prepare the following:

• the order number,
• the tracking number,
• the carrier's name,
• the destination country,
• the exact name of the requested document,
• the deadline indicated by the carrier.

If the carrier sent you an email, a PDF, or a screenshot containing its request, keep that document.

The form below does not allow you to attach a file. Our customer service may then ask you to send the document you received by email.

3. What documents may be requested?

Depending on the country, the contents of the package, and the customs procedure, the carrier may, for example, request the following:

• a commercial invoice,
• additional information about the products,
• information concerning the value or origin of the goods,
• a declaration or a document related to customs clearance,
• tax information or information relating to the recipient.

The required document must always be determined based on the carrier's actual request.

4. The carrier's request is urgent

Carriers sometimes set a deadline for providing the information needed for customs clearance.

In the form, enter the exact deadline provided by the carrier so that our customer service can assess the urgency level of your request.

If the deadline expires before the formalities are completed, the carrier may return the package to the sender in accordance with its own procedures.