Jassim, apologies for this misunderstanding however you were contacted by us and we never received your response. Did you send it to cs@nbpure.com? It is standard with most international orders shipped via USPS will not be delivered to the customer directly, but may be awaiting pickup at the customs office as initial fees may apply. We do disclose this fully in our shipping policy which we encourage customers to read especially before placing international orders. May we ask once again if you followed the process and contacted the customs office? We cannot proceed to issue a refund until we are sure all steps are followed, as if a customer does not go to their post/customs office, the package risks being returned back to us. If this occurs, we will of course issue a refund. We appreciate your patience and understanding.