At Oncostore, we strive to ensure your order arrives on time and complete. Occasionally, international shipping issues may occur, especially with customs. Here is how we address these situations:

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1. Customs Hold in India

– Problem: Sometimes customs in India may hold your package and request additional export documents, causing shipment delays beyond usual delivery times.
– Resolution: If the hold exceeds 20 days, we will promptly contact you to offer the options to continue waiting or reship your order at no extra cost.

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2. Customs Issues in the Destination Country

– Problem: After Indian customs release your package, destination country customs may hold or destroy it due to regulatory restrictions on certain medicines.
– Destroyed Package: If customs destroy the parcel, Oncostore will offer you a reshipment at no cost or let you choose to wait if the package might still be delivered.
– Stuck Package: If the parcel is stuck for a long period, we will review the situation with you and provide options to wait or reship your order.

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3. Partial Order Received

– Problem: Sometimes customs in the destination country remove certain items, and you receive only part of your order.
– Resolution: Oncostore takes full responsibility and will reship the missing items promptly at no extra cost.

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General Guidance for Customs Issues

– Stay Informed: Regularly check your tracking information and stay in touch with your local customs authorities if delays occur or you receive notifications about your shipment.
– Documentation Assistance: Providing additional documents can help expedite customs clearance. Oncostore will gladly assist in supplying necessary paperwork upon request.

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Important Note:

Such customs issues occur very rarely — approximately one case in every hundred shipments. We assure you these situations will be resolved efficiently by our dedicated team, so there is no need to worry.

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Need Help?

If your order is delayed, incomplete, or you need assistance with customs, contact us immediately:

– WhatsApp: Use the WhatsApp link on our homepage for quick support.
– Email: info@oncostore-support.md

We are committed to swiftly resolving all shipping issues and ensuring your satisfaction and peace of mind with Oncostore.

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