In fact FedEx have no responsibility for customs clearance. They check in a package with a bonded agent and that agent (typically a government agency or authorised company) has complete authority over the clearance procedure. In most countries this takes a few hours or days at worst, but clearly Bosnia have some extreme procedures right now. The fault doesn't lie with empeg or FedEx, although both companies will try hard to resolve any problems that crop up.

I think it's a little unrealistic to expect it to be as easy to ship a package into Bosnia (a country with extreme political and commercial instability) as easily as the US or Canada. The fact that FedEx charge over twice as much to ship to that destination compared with neigbouring countries says much about the complexity of logistical operations there at the moment.

From our perspective, we receive very few complaints about these issues because people who live in countries with such problems are usually well aware of local procedural shortfalls or delays. In this case I guess you're used to goods moving through military channels without restriction, and you may not have come into contact with the domestic procedures of the country in which you are currently located. We'll do our best to expedite the shipment, or at least determine the exact state of play.

Rob