I received outstanding service and customer support when I ordered replacement parts for my short shifter a while ago, including quick replies and fast shipping in secure, well packaged envelopes.
(I bought a used TWM shifter that was missing most of the parts from the removal by a mechanic. TWM sold me the parts I needed and was very helpful)
You're situation indeed could be related to a customs inspection. That's really too bad because their products are really top notch...
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