International Shipping Info
Legal names are required on all international orders. Failure to provide accurate information may result in your package being refused, returned, or abandoned at Customs.
Our company name may be visible on the customs declaration form attached to the outside of your package, as FreeToM Prosthetics must comply with all Customs regulations.
A product description will be provided on the customs declaration form.
Our prosthetics are declared as "silicone prosthetics".
Other products (such as the play pack, binders, or harnesses) are declared as "merchandise."
We cannot falsify Customs documents for any reason. This includes (but is not limited to) declaring orders as gifts, marking them at lower cost than they are valued, or misrepresenting our product in order to incur lesser customs fees.
Many countries have Customs fees and regulations that international customers are expected to abide by. These fees are outside of our control, and are not included in the shipping charges or cost of your order. You may contact your local Customs Office for more information on what kind of fees to accept. FreeToM Prosthetics is not responsible for any Customs fees or taxes that may be applied to your order.
Failure to pay these fees may result in your package being refused, returned, or abandoned.
If your package is returned due to nonpayment, we can attempt to resend the package, but it will be the customer's responsibility to pay for the cost to reship the package. If you do not wish for us to reship the package, we can refund you the full cost of the order minus the shipping costs.
In the event that your package is marked as abandoned, we cannot have it recovered. FreeToM Prosthetics is not responsible for any abandoned packages.
If your order has been delivered according to your tracking number, but you have not received it, please contact FedEx. FreeToM Prosthetics is not liable for packages that are stolen or delivered to the wrong address.
As a company that ships internationally, we are required to provide a description of contents for every shipment, regardless of destination. Some labels may include the phrase “silicone prosthetic”.
Some countries' customs will not accept our goods at all, or will take the opportunity to destroy or otherwise mistreat the package. Customers from the following countries may have difficulties receiving their product. FreeToM is not liable for packages that are held or destroyed by Customs.
Countries that we have had issues shipping to:
Afghanistan, Anguilla, Argentina, Bahamas, Bahrain, Barbados, Belize, Bermuda, Bolivia, Bonaire, Canary Island, Cayman Islands, China, Colombia, Costa Rica, Curacao, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, French Guiana, French Polynesia, Ghana, Grenada, Guadeloupe, Guatemala, Guyana, Haiti, Honduras, Hong Kong, India, Indonesia, Iran, Iraq, Jamaica, Jordan, Kuwait, Lebanon, Lesotho, Malaysia, Montserrat, Morocco, Namibia, Nicaragua, Nigeria, North Korea, Oman, Pakistan, Paraguay, Peru, Philippines, Portugal, Qatar, Rwanda, Russia, Saudi Arabia, Singapore, South Korea, Sri Lanka, St. Barthelemy, St. Eustatius, St. Kitts/Nevis, St. Lucia, St. Martin, St. Vicente, Suriname, Tanzania, Taiwan, Thailand, Trinidad & Tobago, Turks and Caicos, United Arab Emirates, Venezuela, Vietnam, Virgin Islands, Ukraine, Virgin Islands (UK), Yemen.
A note to our customers in Mexico:
Prosthetics and merchandise shipped to Mexico may require additional documentation from you, or be subject to specific Customs regulations in that country. For more information contact your local Customs agency.
We cannot accept responsibility for customs-related issues you may encounter as a result of having your order shipped to Mexico. Contact your local Customs agency for more information before placing your order!
*Please keep in mind that some countries may have anti-LGBTQ laws in place. We never want to risk outing our customers to these governments, so please consider this before ordering.