Thank you for your e-mail. I have reviewed your order and it appears that it was on the way back to us from your country as UPS was returning your products. U.S. Customs then blocked this return (who think it is an original import, not a return) even though it originally came from the US. We've done everything we can to try to get them to clear it, but they won't budge and thus the package will be destroyed.



I have been reviewing this situation thoroughly and determined that this is a problem among all supplement exporters. The lot numbers located on each individual product is required by U.S. Customs so they can cross reference the goods to ensure they are the same products that were shipped out to begin with, basically verifying that this is a ?return?. Because there is no efficient way to capture the lot numbers on every order, no supplement supply company is able to provide this information when the goods are stopped at U.S. Customs, subsequently the goods are abandoned and destroyed.



This is a very disappointing situation. I am escalating this issue to ensure that the VP of Operations is aware of the issue and the problems that it causes.



I definitely want to do everything possible to help you out in this situation. Our profit margins are very tight, the returned shipping cost that we paid to have the goods returned is very expensive (Close to $400 BBCOM?s return shipping cost after discount) and there are abandonment fees as well we had to incurr on your package. I know that you are aware of our policy pertaining to customs and returns that states we must receive the products back to our warehouse before we can issue a refund for the product value. As a business man, I am also sure you are aware of the risk you take by importing products from another country and that there is a possibility of loss and/or customs issues with your imports. I would like to go against policy for you and meet in the middle with this issue since you are a loyal customer. However, this is a one-time courtesy and if this issue should happen again we must stick strictly to the terms outlined on our website. I am willing to enter an in-store credit of $409.55 which is half of the discounted product value for this order. I believe that this offer is very fair and hope that you agree.



Please respond at your earliest convenience and hopefully we can push through this obstacle together and continue with a great business relationship.