Q&A

The Shipper bears sole responsibility for the goods, except if the goods are damaged while being in our possession or under our control. Any complaint or demand in regards of the purchased goods, including non-compatibility, defect, deception, error, etc. should be addressed to the vendor only.

According to the laws in Israel, there are various taxes that apply to imported goods, such as VAT, purchase tax, etc.

In addition, there are levies/fees imposed on certain goods by various authorities, such as the Ministry of Health, Ministry of Communications and Ministry of Transport.

Import of goods by mail or air forwarding is exempt from payment of taxes on goods valued at no more than $75 (excluding tobacco and alcohol/shipments containing goods requiring the approval of a government entity, such as the ministries of Transport/Communications/Health, etc.).

If the value of goods is $75-$500, the goods are exempt from taxes, except for purchase tax (if applicable) and VAT (calculated based on the CIF value that includes the cost of goods + transport value and a relative value for insurance).

Goods, the value of which exceeds $500, are subject to taxes applicable, similar to commercial import, even if they are sent as a gift by a private person, and even if they were previously used.

Additional information can be found in the Guide to Personal Import via Parcel Post (the tax rates applicable to various goods typically imported for personal use are presented in the Taxes Table).

Details regarding the Customs Law can be found on the Tax Authority website –

https://taxes.gov.il/English/customs/PersonalImport/Pages/Personal-Import-Loby.aspx

The process of releasing goods from customs involves physical operations in conjunction with the Customs, which require human resources and technology systems. Additional payments to authorities may apply, such as an entry fee, computer fee, security fee, cargo terminal handling fee and storage fee (in case the shipment was not released within the period of time Defined by law).
We have no control over these fees and they are not paid to us.
These costs are accompanied by the company’s handling fee for our professional services.
Tax calculation in accordance with the law is based on product’s value plus the value of transportation.
Any product valued at over $75 is subject to VAT. Should you decide to carry out the clearance independently, you can find all the relevant information on the websites of the Chamber of Commerce, Tax Authority and other relevant government agencies’ websites.
Please note that independent clearance via the Chamber of Commerce also involves handling fees.
As mentioned, you can find out the pricelist of the Chamber of Commerce on the relevant website.

Unfortunately, we have no control over publications on websites that are not under our control.
You can contact the website, on which you made a purchase, and check it accordingly. Some websites make sure to inform customers that additional taxes may be required in the destination country.
However, we are acting in compliance with the Israeli laws, which require customs clearance of personally imported goods.
This procedure involves physical operations in conjunction with the Customs, which require human resources and technology systems – we charge a handling fee for this service.
The handling fees may vary, depending on the type and value of goods, clearance procedure, etc., and are listed on the company’s website. Should you decide to carry out the clearance independently, you can find all the relevant information on the websites of the Chamber of Commerce, Tax Authority and other relevant government agencies’ websites.
Please note that independent clearance via the Chamber of Commerce also involves handling fees.
As mentioned, you can find out the pricelist of the Chamber of Commerce on the relevant website.

On the Israel Tax Authority’s website, the law is fully specified and is openly presented to the public, stating that a product valued at over $75 is subject to VAT.

Other payments and/or levies that may apply are specified on various government agencies websites, such as the Ministry of Communications, Ministry of Health, Ministry of Transportation, etc.

It should be noted that some products might require physical inspection to be conducted by the relevant government agencies.

Our activities are based on the data provided to us by the seller/vendor.
In rare cases, the information we receive does not include discounts or special credits implemented at the time of purchase.
If you have proof of paying an amount that is different from the amount stated by the forwarder, please send us the correct invoice along with the shipping number via our website, so that we would be able to match the invoice and the shipping number. We will check with the vendor and keep you posted accordingly.
It should be noted that at the inquiry stage, the shipment will be stored under customs supervision and storage fees may apply in accordance with law provisions, over which we have no control.

If we do not have the documentation regarding this matter and it is not stated in the bill of lading provided to us by the vendor, we contact the vendor abroad to clarify the matter and inform our customers accordingly.

Please note that during the clarification stage, the shipment will be stored under customs supervision, which may require additional storage fees.

In case all costs were indeed paid in advance, the shipment will be released and delivered to you (without additional costs, except for storage fees, if any).

If this is not the case, we will contact you again to charge the release handling fee and storage fee.

Please note that storage fees at the Ben Gurion Airport cargo terminal are applicable to the importer (i.e., they are applicable to you) and in accordance with the above, we may charge you accordingly.

This payment is transferred directly to the cargo terminal. It is required by law and we have no control over it.

You can pay for our services provided via the link sent to you by email or message. Payment is carried out by credit card only.
Please note that the longer the payment is delayed, the more storage fees you will pay for the shipment being stored under Customs supervision. We cannot estimate these costs – they are not paid to us and we have no control over them.

After payment, the shipment enters into the customs clearance process. Following clearance, the shipment leaves the airport facilities for distribution.

Usually, the procedure ends quickly and without encountering any problems.

Should the shipment require physical inspection by Customs, we will continue to handle the situation, however, the process may take a few more days, subject to Customs decision.

As mentioned, you can can always keep up-to-date with the progress via our website.

This may be due to the fact that the current value of the product exceeds $75 or the Customs laws have changed.
Our company is obligated to declare and conduct a complete clearance process regarding any shipment we are handling, subject to the laws of the State of Israel applicable to personal import. These laws can be found on the Tax Authority website.

In such a situation, we will inform our representative abroad that the customer refuses to pay, and the representative will inform us on the vendor’s/seller’s decision.

Until then, in accordance with the law, the shipment will be stored at the cargo terminal under Customs supervision.

It should be noted that should you reconsider your decision and request to clear the shipment, our fee will be accompanied by storage fees for each day the shipment was stored at Customs, as prescribed by law. As stated, these storage fees are transferred directly to the cargo terminal and we have no control over them, since they are required by law.

At the same time, we recommend to contact the seller/vendor and request to return the product.

Please note that from the moment you decide not to use our services to clear the shipment, we are guided by our representatives abroad not to receive instructions from the buyer, but from the seller only, and unfortunately, we will no longer be able to assist you.

You can speed up the process by contacting the vendor/seller only and not us.

According to Customs procedures, shipments of personally imported goods that are not cleared within a specified period of time will be stored at the Customs terminal at Ben-Gurion Airport until customs clearance confirmation is obtained. Storage fees are collected in accordance with the pricelist on Maman website. These costs are collected from the importer (you) and our company has no control over them.

According to the laws of the State of Israel, Eilat residents are exempt from paying VAT (17%). Clearance process includes VAT collection from the importer. Upon delivering the shipment, the importer must submit a bill of lading to the Customs offices in Eilat, along with the vendor’s account number, tax invoice/receipt and entry number in order to receive the refund.

The customs conversion calculator includes the value of transportation regarding goods, the value of which exceeds $75. For example, if you have personally imported a product valued at $80 and transportation value is $10, then taxes will amount to $90. On the other hand, if the value of the product is $60, i.e. less than $75, the product is exempt for taxes. All the relevant information appears on the Tax Authority website.

This is only possible only if you present an invoice from the vendor stating that the value of goods is less than $75 and the remaining amount is due to transportation. Customs regulations do not refer to “dividing packages”, but rather to the change in goods’ value compared to reports received from abroad. We are not authorized to open and divide packages.