When to use it
Use when customers ask whether the store or shopper pays customs fees.
Use the wording to explain policy boundaries, request official notice details, and avoid tax or legal claims.
Who pays customs fees email template
Explain customs fee responsibility in a neutral, policy-safe way.
This is a free wording template. It does not process payments, provide tax or legal advice, act as a customs broker, process carrier fees, issue refunds, replace items, or promise fee or delivery outcomes.
Subject line
Customs fee responsibility
Adapt for Shopify email, a help desk macro, or a manual support reply.
Copy-ready template
Hi {{customer_first_name}},
Thanks for asking about customs fees for order {{order_number}}. Responsibility for duties, taxes, and local import fees depends on our published shipping policy and the destination rules that apply to the package.
Please review the policy information shown by our store and any official carrier or customs notice. This email does not determine tax or customs liability.
Best,
{{store_name}} Support