Frequently Asked Questions

I’ve purchased goods over the Internet, why do I have to pay additional charges?

the BVI Customs department is responsible for collecting all applicabale Duties from the importation of all goods. Customs Officers will assess each shipment and levy duties on those that are not exempted from the Customs tariff, on all shipments purchased or gifted from foreign countries. As a legal principle, it is important that the declared value of imported goods is accurately reported to avoid customs clearance delays and in some cases, Fines & Penalties.

I believed the price included all charges for my online purchased; why wasn’t I told I’d have to pay additional charges?

Retailers (Online stores ) should include information regarding the likelihood of additional charges (Duties) on their shipping information page. To confirm, you may wish to check the Shipping Terms and/or Terms & Conditions of the retailer.

The goods aren’t what I expected can I return them and get a refund of the paid Duties?

If the duties has been paid to Customs then you will have to contact customs to get a refund. However, you can also contact the office and we can guide with the claim/refund process, telephone 284 393 4040. Please note that Customs may not refund 100% of your duty/tax payment.

The goods I’ve received are a gift or a sample, why do I have to pay Duties and Taxes?

Gifts and some Samples imported into the Virgin Islands will be assessed for duties based on the Customs Tariffs.

How is the duties calculated?

Duty is calculated as a percentage of the Customs value of the goods which is dependent on the commodity category. In general duties are calcuated as such: Cost of goods + freight + Insurance (1% of the cost of goods) X Customs percenatge ( based on the goods)
DHL applicable charges can be found on this link: https://mydhl.express.dhl/vg/en/help-and-support.html#/customs_clearance_advice

How long will Customs clearance take?

Customs clearance can take within 1-2 days depending on shipment content. Delays may result when governement agencies require additional inspection. For example - Plant Quarantine, Veterinary and Health authorities, improper invoices.

Can I track my shipment via whatsapp or mobile app?

You can track your shipment by WhatsApp 1-480-418-5011 OR by using the DHLExpress Mobile App downloaded from Apple or Google Play Store

Should I provide Freight Charges on my Commerical Invoice?

Yes. It will be easier for Customs clearance if freight charges are listed on the invoice.

Why are Proforma/ Packing invoices not accepted by Customs?

A proforma/ packing invoice is not an internationally recognized document used for transportation. Only original or Commerical invoices acceptable by Customs.

When will I know my shipment is being delivered?

You can track your shipments using www.dhl.com/vg-en/home.html which will provide updates on shipment status.

Why does Customs request a Itemized commercial invoice?

Each item has a different classification hence why it is important to have each item listed correctly.

How can I redirect my delivery if I am not available?

DHL has a tool to assist customers to control their deliveries. Customers may sign up and make delivery request changes which are immediately recieved. No signup costs involved. Change of delivery address charges will apply. Sign up for free: https://delivery.dhl.com/on-demand-delivery.xhtml?ctrycode=VG

What happens if the sender wants to pay for the Duties and Taxes?

The shipper has the option of paying the destination Duties on the Waybill and Commercial Invoice. If you have received an invoice for Duties, this option was not selected by the shipper. These charges can be reversed to the shipper, if the shipper confirms to DHL Express in writing by providing Letter of Authorization. Our customer Service team will gladly assist, telephone 284 393 4040. This service is available to all customers with a valid DHL Express account only.

How do I pay the Duties on my shipment?

You can pay your duties invoice via the following options:

Online: Pay securely online via our trusted payment portal. Link will be sent via customized SMS or email notification.
In-Person: Pay by credit/ debit card or cash at our Service Center. No American Express.
On-road Delivery - Credit/ Debit only. Checks are accepted from approved commercial customers. No Cash policy.No American Express.

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