Angela
Be careful before you purchase
Unfortunately my experience has not been a positive one. I went and purchased the iRestore executive one and throughout the purchase process, nothing was mentioned about custom/duty free (I live outside of US). Once the product arrived, I was slapped a $250+ custom fee. I understand that's outside of the company's control but the company should make it clear to consumers that there might be an additional fee that we would have to pay for. I refused the package and it was to be sent back to sender. When I contacted customer service, they informed me that I would have to pay return shipping (which is fine), 25% service fee, and any custom fee for the package going back to USA. I'm not sure why it's a 25% and not a flat rate of return fee. Especially since the website advertise 100% satisfaction or refund. Also, why am I responsible for custom fee when the package is going back to original sender? Overall, the customer service made me feel like they just wanted to scam money from me and it did not feel like a legit reason for all the deduction. Their products are not cheap and overall customer service follow through is terrible.
Response from iRESTOREMar 16, 2026
HI Angela, Thank you for sharing your feedback, and we’re truly sorry to hear about your experience. We understand how frustrating unexpected fees can be, especially when ordering internationally. Please note that orders shipped outside of the United States may be subject to customs duties, taxes, or import fees imposed by the destination country. These charges are determined by the local customs authority and are not collected or controlled by our company. Because customs regulations vary widely from country to country, we are unfortunately unable to predict the exact amount that may be charged. For this reason, we advise international customers that these potential fees are the responsibility of the recipient. Regarding refused shipments and returns, when a package is declined or returned to sender from an international destination, several costs may be incurred. These can include return shipping charges from the carrier, applicable customs processing fees for the return shipment, and a 25% restocking/service fee as outlined in our international return policy. This policy helps cover handling, processing, and international logistics costs associated with returned devices. We understand that our 100% satisfaction guarantee may cause confusion in these situations. While we do stand behind our products and offer refunds for eligible returns, international orders are still subject to the applicable shipping, customs, and restocking policies since these costs are outside of our control. That said, we genuinely value your feedback and will be sure to share your comments with our team, as transparency around international shipping fees is very important to us. If there is anything further we can review regarding your order, please let us know and we’ll be happy to assist.