When to use it
Use when a customer asks who pays duties, taxes, or import fees.
Use the wording to explain what the tracking page says, request carrier/customs notice details, and keep policy boundaries clear.
Import duties question email template
Answer import duties questions without giving tax or legal advice.
This is a free wording template. It does not process payments, provide tax or legal advice, act as a customs broker, contact carriers, issue refunds, replace items, or promise customs or delivery outcomes.
Subject line
Import duties and taxes question
Adapt for Shopify email, a help desk macro, or a manual support reply.
Copy-ready template
Hi {{customer_first_name}},
Thanks for your question about order {{order_number}}. Import duties, taxes, and local fees can vary by destination country or region and may be assessed by local authorities or the carrier.
Please review the shipping and policy information shown by our store, plus any notice from the carrier or local customs office. This email is not tax or legal advice.
Best,
{{store_name}} Support