International Shipping FAQs

• Q1: Why is my shipment delayed at customs?
• A1: Common reasons for customs clearance issues include:

• Missing or incorrect documentation

• Restricted or prohibited items in the shipment

• Delays due to inspections or customs clearance processes

• Contact customer support to promptly resolve any customs-related problems.

• Q2: Can I offer Cash on Delivery for international shipments?
• A2: No, COD is typically available for domestic shipments only.

• Q3: What is an International Proforma Invoice, and when is it required?
• A3: An international proforma invoice is a document required for customs clearance of international shipments. It includes:

  • Sender and receiver information

  • Details of the goods being shipped

• Ensure that the invoice is:

  • Written in English

  • Printed and attached to the parcel

  • Accurate for smooth processing

• Q4: How do I print the International Proforma Invoice with OTO?
• A4:  Go to Shipments in your dashboard.
  • Select the "Awaiting Pickup" page.
  • Choose the order and select "International Proforma" from the Print dropdown list.

• Q5: What is the HS code, and why must I add it for international shipments?
• A5: Harmonized Codes (HS codes) are internationally recognized codes that classify items for tax purposes.

  • You are encouraged to include the HS code in shipping documents for smooth and uniform clearance.

  • You can obtain the HS code from here.

• Q6: What are the countries and cities covered in the international shipping service?
• A6: To check coverage and shipping rates:

  1. Go to the Home Page and select the Price Calculator.

  2. Add the origin city, destination city, and other required details like shipment weight and dimensions.

  3. Alternatively, you can use this link.

• Q7:  How much does it cost to ship internationally? 
• A7: You can check the price calculator using the following link by entering the Origin City and Destination City among with weight, length, width and height.

• Q8:  How many days does it take?  
•  A8: 3-7 working days after the pick-up date or collection date.

• Q9: What is the custom value?
  A9: The customs value and related fees vary depending on the type of goods, the destination country,     and that country’s customs regulations.  To get an accurate estimate of the customs value and any applicable charges,we recommend contacting the customs authority in destination country directly. 

• Q10: What are the prohibited items that can't be shipped internationally?

            A10: You can check the following link to check 

• Q11: Is it mandatory to add ID for Qatar and Kuwait shipments?
  A11: Yes, it is mandatory to upload their ID from both sides as requested by the customer in Qatar and Kuwait

• Q12: What will happen if ID for the Qatar and Kuwait shipment is not uploaded?
  A12: The shipment will be returned to you without ship it to the destination and shipping fees is not refundable.