Customs Charge ? / Delivery Dilemma**LONG STORY

GlassMigrations · #1 2011-01-05, 11:21am

Ok, I hope I can get some help here because this one delivery that I have been trying to send since September has really become quite upsetting for me because I have tried sending it twice now and things that never have happened to me before are happening on this one delivery.

Here's the story: I had a garage sale back at the end of August and had sold glass to a few LE members. Everyone received their packages except one member, who had a Canadian address. I've shipped all around the world and never have had problems until this one package. I know I filled everything out correctly and remember this one package particularly well because it was my largest order and I had also added a bundle of free glass just because I tend to do those things if I can, being who I am I guess. I even took this one package to the post office and had the attendant weigh it and paid for it at that time. Checked, rechecked, and checked again the address was correct(I have a little OCD going on when shipping), my return address was correct, and off it went. The only thing I wish I had done differently was paid for a delivery confirmation and insured it, but having NEVER had any problems in the past, I opted for the International First Class Parcel, which doesn't have the tracking capabilities like priority international, etc. I also learned after the fact the USPS won't help locate a missing First Class International package if it is not shipped priority. They have a disclaimer that states they have no control over lost international first class mail/packages.

I still can go into the tracking page and enter the number assigned to the package, but it only shows the package was accepted by the post office who checked it in and that is as far as it goes. I called the post office who checked in the package but they claim they cannot track the package's location since it is only a first class international parcel. Ugh!!!!

The LE member did mention, during the time the delivery should have arrived to her house, that she had been in the hospital. I don't know how Canadian deliveries are handled, but I do know the box was especially longer then the average box and would not have fitted in a standard US post box. I don't know if they would have left her package at the door or left her a note they attempted to deliver, but regardless, she states she never got the package or any delivery notices. So, her and I both waited and waited hoping it would show, but as to date, nothing.

I offered her a refund or I could reship the glass, and this time I would incorporate the shipping cost trying to lessen the burden of the delay. I had also added more free glass, especially now that one package never got delivered, to show my good faith and intentions. She opted to have the glass shipped again. Rarely shipping using Priority International did I realize the cost difference was such a jump in price. I knew it was quite a bit more, but not as much as I found out when I had her new package of glass, weighed and priced. Eeek!! I checked into other options when I realized this, because to be honest, my family's financial status is already in critical level with my daughter's situation(discussed in another thread), so I had to see if there was another cheaper route. After exhausting some other possibilities, I could no longer wait and upon my husband's next paycheck, I went ahead and selected the priority shipping through the USPS, making sure I insured it and had delivery confirmation. At this point I did what had to be done because I had an obligation to be fulfilled, despite who, what, how, and where the problem started.

I kept sending the member updates as I got them and was very happy to see it in delivery status, having made it through customs. I then got two seperate emails of attempted deliveries. The box cannot fit in a standard mailbox so I don't know why they didn't leave the box at her door, but regardless the package was waiting for her to be home before it could be delivered. I emailed the member and after a few days I got a message from her that she had received the notices but it is now at the postal station waiting for her to pick it up. She then stated she had $27 "custom fees" she was told she would have to pay to get the package. WHAT??????? I paid the customs fees already, which weren't cheap, so WHY would they turn around and charge her for more fee's? She stated that she did not have the money at the time to get the package from the postal station. I understand not having any extra funds to pay for this so she stated she will get it when she finally can get the money to pay the fees. I would pay for it, but as it is I already fronted the amount to ship it priority and insure it, and I have no money to my name. All our money is tied up in bills or legal matters, and when I say all of it, I mean ALL OF IT.

So finally, I am reaching out to anyone who can PLEASE explain to me why she was hit with more fees that I already paid? My one concern is there a possibility those fees were added due to the number of times trying to deliver the package? I am just sick about this and want this member to get her glass!! I just don't know what else to do!! So please, if their are any ideas, knowledge about why these fees were added I would genuinely appreciate any input !!! Thank You

FYI I did mark it as a GIFT on the customs form also.

AKDesigns · #2 2011-01-05, 11:27am

You paid the shipping charge and insurance, not the customs fee. Only the recipient can do that at time of delivery. Customs fees are based on the value you put on the customs form.

GlassMigrations · #3 2011-01-05, 11:30am

I am presently searching for the receipt, but I opted to incorporate the customs fee and it shows that I paid like $30-$35 for the customs fee alone, minus the cost of the regular shipping.

AKDesigns · #4 2011-01-05, 11:32am

I've never heard of being able to pay for the customs fee for the customer through USPS.

GlassMigrations · #5 2011-01-05, 11:54am

I'm still searching. You should see all the paperwork I have everywhere right now, but as soon as I find it, I'll post the copy on here.

jamie lynne · #6 2011-01-05, 11:59am

Don't we have a free trade agreement with Canada?

jamie lynne · #7 2011-01-05, 12:01pm

Also, if it was marked as a gift, there souldn't have been customs charged to EITHER of you. But... you might want to rethink doing that in the future. There are some heafty fines if you fudge a customs form.

*Naos* · #8 2011-01-05, 12:10pm

You couldn't have paid for the fees. Canada collects that on their own, from their citizen, as a tax for importing goods. The Postal Service in the U.S. would have no way to get the money to Canada.

And anyone in the Garage Sales knows, they pay their customs fees. The seller does not. Do not let your buyer have you pay those fees, too. Believe me, they know about them.

Laura B · #9 2011-01-05, 12:11pm

Quote:

Originally Posted by jamie lynne

Also, if it was marked as a gift, there souldn't have been customs charged to EITHER of you. But... you might want to rethink doing that in the future. There are some heafty fines if you fudge a customs form.

I thought that too, but the second shipment WAS a gift. The original shipment was lost. The second shipment wasn't paid for... it was a gift from the seller to the customer.

Sherry · #10 2011-01-05, 12:11pm

For the record; there is no such thing as "customs fees" on the Canadian side. There well may have been GST, (similar to VAT) and a $5.00 handling fee, but those are the responsibility of the buyer, not the seller. What fees did you pay? You should have had nothing more than the shipping costs. I've made literally hundreds of purchases from the US, and I've never heard of Customs Fees with USPS. (Brokerage fees are a different matter, but they only occur with UPS and Fedex, never with the Post Office.)

You have gone far above and beyond, in my opinion, especially since you have shipped this twice. Good grief.

Anyone who makes cross-border purchases is responsible for educating themselves on the various fees that may be charged, (all of which are fully deductible, by the way).

I'm sorry that your buyer is putting you through this nonsense.....but you have done nothing wrong.

jamie lynne · #11 2011-01-05, 12:14pm

Yup, you're right. Is it possible that this is package #1? and #2 is still in transit? (eta... forgot you had tracking on #2, so that is probably a no.

)

Quote:

Originally Posted by Laura B

I thought that too, but the second shipment WAS a gift. The original shipment was lost. The second shipment wasn't paid for... it was a gift from the seller to the customer.

ellyloo · #12 2011-01-05, 12:15pm

I've never heard of incorporating customs fees.
Sometimes there are fees, sometimes there aren't. The more expensive the item is though, the more likely you'll get fees.

27$ doesn't sound unreasonable far as customs fees..and if it was marked as worth over 100$.
She'll have to wait until she gets the money to get it out I think.
I would never expect the sender to pay that for me, that's just a part of getting items from the states.

Edited to add:
I know I've paide brokerage fees before (when it's shipped via fedex etc...)
but I"m sure I've paid customs fees before. Once in a blue moon....
If there is no such thing, then I wonder who I paid?
At ANY rate, it's not your worry anymore. The package has been delivered.

AKDesigns · #13 2011-01-05, 12:22pm

Quote:

Originally Posted by Sherry

For the record; there is no such thing as "customs fees" on the Canadian side. There well may have been GST, (similar to VAT) and a $5.00 handling fee, but those are the responsibility of the buyer, not the seller.

Even the Canada Post website calls them "customs duties and taxes" so I don't think we are using the wrong term.
http://www.canadapost.ca/tools/pg/ma...-e.asp#1382717

wd2crv · #14 2011-01-05, 12:42pm

Identifying the parcel as a gift will not necessarily negate customs duties - if you look at the website Amy directed us to, under gifts, you will see that packages sent from a business and/or gifts of a value of more than $100 are not exempt from duties.

Could this "custom fee" be the HST (Harmonized Sales Tax)? HST can be charged on packages coming into Ontario or British Columbia and accounts for 13% of the cost.

Finally, perhaps these are custom broker fees..."Fees for customs brokers services are the charges that can really catch you by surprise. Courier companies and postal services use customs brokers to get packages processed through Canada Customs at the Canadian border. Fees for that service will be passed along to you.

Canada Post automatically applies a $5.00 processing fee ($8.00 for Priority Post) for each package to clear Canada Customs." http://canadaonline.about.com/cs/cus...ipcanada_2.htm

I don't know, I hope this all works out but in the end you should feel good in knowing that you have gone above and beyond the call of duty and please don't stop shipping to Canada

From one Canadian....

Laura B · #15 2011-01-05, 12:57pm

Quote:

Originally Posted by GlassMigrations

I am presently searching for the receipt, but I opted to incorporate the customs fee and it shows that I paid like $30-$35 for the customs fee alone, minus the cost of the regular shipping.

I'm very curious about this. Endicia is only now looking into adding a feature to their program so that the seller can pay the buyer's taxes and fees prior to shipping if he chooses.

I can see $27 being a tax if the value amount of the package was significant.

If you didn't say you shipped USPS, I would have thought that could be the brokerage fee.

ellyloo · #16 2011-01-05, 2:04pm

But... I thought 'fees' weren't always a sure thing.

Gosh, I guess it's been a long time since i got a package from the states.

Sherry · #17 2011-01-05, 3:02pm

Quote:

Originally Posted by AKDesigns

Even the Canada Post website calls them "customs duties and taxes" so I don't think we are using the wrong term.
http://www.canadapost.ca/tools/pg/ma...-e.asp#1382717

Fair enough, Amy. I think that the confusion lies in the fact that some people think that there is duty charged on items shipped from the US, when in fact that is one of the few advantages of so-called "free trade"; most (non alcohol/tobacco) items are duty free if they're made in the US.

I wasn't trying to be pedantic, just trying to clarify. Most of the charges are taxes, and I still can't imagine what "customs fees" the OP had to pay at the post office. Whatever they were, they were mistakenly charged, I think. I pay all fees, but I've never paid a "customs" fee, just taxes and handling.

GlassMigrations · #18 2011-01-05, 3:20pm

I am still searching but had to pick up my children in carpool, but I know I saw the breakdown of the fees in the transaction and I saw the price associated with the USPS Priority Package, which was around $14 dollars, but then they showed an amount which I swear said Customs fees which was almost as much as the priority shipping amount by the USPS, then it showed the small extra fees for the insurance I added and for something new they added called SCAN. I may have to recreate it so I can show you want I "think" I'm talking about.

I hope my questions did not imply the buyer(LE member) was causing me any problems. The only part that is bothering me is feeling her delays in responding back to me might be a result of her losing faith in my me, questioning my honesty. I just have this feeling and maybe I am just being overly paranoid, there is some speculation. I don't blame her though if in the back of her mind there is a little nagging fear I am not following through on what I promised to deliver. But I have really tried to prove otherwise and many people here who have bought from me in the past know I am honest, and if anything, give extras most of the time.

Also, I am not one to select "gift" on any international packages because of the strict laws governing this. I have had international customers ask if I would do this for them, and my explanation is always that if I am not honest and were to get caught, I'd be fined and who knows what else for breaking the law. I marked gift on this package because the first package was truly the only package she had purchased, that is now lost. I view the second package in a sense as a "gift" because she did not pay for the second package of glass. Technically she only paid for the first shipment and anything above and beyond I consider being a gift. This has never happened to me before and maybe some would disagree with my way of handling the second package, but I promise there was no "cheating the system" taking place in my decision. I always try to be completely honest, even if sometimes I'd rather tell a white lie to save somebody else some pain. If that makes any sense.

I just hope despite everything, she finally gets her glass. I basically matched the same amount she purchased in free odd varieties of BullsEye glass, including extra surprises of COE 90 dichro and murrini, and etc. The point is I have really tried here. It does still bother me more then you know about the missing 1st package, knowing I had done everything correct and even had the postal worker go over it and check the package in for me. My return address was on that package so for whatever reason it didn't make it to its destination, it is upsetting it hasn't made its way back to me either. It is just a very unfortunate, odd situation. I will try and recreate the transaction tonight and post it. I have so much going on right now I tend to get side swiped with other things. But I will make every attempt to give an example of what I was trying to explain for the custom fee charge.

Three Muses Glass · #19 2011-01-05, 5:14pm

Tanya, I think you've done everything you possibly can. It seems like (and I'm NOT dissing any country!) that some rules with customs are a complete mystery to people in the US. Couple that with the fact that unless you get very expensive with it, we don't even know what happens to packages that might take 3 days one time and 3 months another time to the same country! You've replaced glass that got lost and it wasn't even your fault. So yeah, I think you did what you were supposed to do and them some.

patienthand · #20 2011-01-07, 6:03am

ypu have done everything you should. dont feel guilty that she has to pay taxes.. thats HER responsibility. When I lived in Holland for s year I had to pay import taxes on my christmas presents form family... its juts the way tings are.. not your fault

Carolyn M · #21 2011-01-07, 6:44am

If the package was valued at $170.00 Canadian, the 'fees' are a $5.00 handling fee and 13% tax. You can't pay this for the buyer unless rules have changed.

Elly, some packages get 'caught' by customs, some don't it is kind of random. I have had packages worth $30.00 stopped and packages worth $300.00 go through.

ellyloo · #22 2011-01-07, 10:08am

That's what I thought.

JanithS · #23 2011-01-09, 9:03am

I only paid customs fees from 1 vendor who provided customs with a detailed list of the purchases. That parcel was sent through UPS. However, other vendors have shipped using UPS, and I wasn't charged extra. I guess it is kind of a crap shoot.

mheston · #24 2011-02-04, 5:40pm

I'm so glad I found this thread...I'm in the middle of a similar problem right now with an order I sold over seas on etsy. I filled out the customs form correctly and got it sent off...got an email from the customer today stating that she had to pay around $25 for her customs fee. She said she'd attach a copy so I'd know in the future what I had done...I get the impression that she is upset at how I filled the form out and that I was supposed to lie on it? Guess I missed that memo. I don't feel like I should have to pay her the $25 but does anyone else have an opinion on this? If I do, then I will have basically given her the beads for free. Any advice??

Laura B · #25 2011-02-04, 5:50pm

Quote:

Originally Posted by mheston

I'm so glad I found this thread...I'm in the middle of a similar problem right now with an order I sold over seas on etsy. I filled out the customs form correctly and got it sent off...got an email from the customer today stating that she had to pay around $25 for her customs fee. She said she'd attach a copy so I'd know in the future what I had done...I get the impression that she is upset at how I filled the form out and that I was supposed to lie on it? Guess I missed that memo. I don't feel like I should have to pay her the $25 but does anyone else have an opinion on this? If I do, then I will have basically given her the beads for free. Any advice??

Oh good lord, don't even CONSIDER paying her country's fees for her.

You need to (gently) educate any customers like this. There are links... hang on... brb

Alaska · #26 2011-02-04, 5:55pm

It is the responsibility of the customer to pay their own custom fees. On your Esty site be sure to include that statement. Even if it is not listed the customer is still responsible.

Some packages are hit with the fees and others go through without issue. Sometimes how the item is listed can be important. Jewelry beads may have a tariff while glass beads may not. However, do not list the item ever as a 'gift'. Unless of course it really is.

Just tell her sorry, but the customs fees are between her and her custom's agency.

Laura B · #27 2011-02-04, 5:58pm

You can also point your customers to this (VAT/duty calculator): http://www.dutycalculator.com/

And of course I can't FIND any of the links I was looking for. But Amazon sums it up nicely: http://www.amazon.com/gp/help/custom...96184&#customs

You are responsible for assuring that the product can be lawfully imported to the destination country. When ordering from Amazon.com, the recipient is the importer of record and must comply with all laws and regulations of the destination country. Orders that are shipped to countries outside of the United States may be subject to import taxes, customs duties and fees levied by the destination country. The recipient of an international shipment may be subject to such import taxes, customs duties and fees, which are levied once a shipment reaches your country. Additional charges for customs clearance must be borne by the recipient; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for further information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.

mheston · #28 2011-02-04, 6:12pm

I added a section under my shipping information for any future international sales and sent her an updated email regarding my crash course on customs fees. In the midst of all of this, she is asking for a refund on a bead she purchased as she thought it had a silver core when it had a copper core...just like the auction said. I reeeeeally don't want to hassle with it anymore so I told her I'd just refund her money and she could keep the bead even though I had NOT misrepresented it and it was up to her to read the item description. Yikes.

Laura B · #29 2011-02-04, 6:49pm

Quote:

Originally Posted by mheston

I added a section under my shipping information for any future international sales and sent her an updated email regarding my crash course on customs fees. In the midst of all of this, she is asking for a refund on a bead she purchased as she thought it had a silver core when it had a copper core...just like the auction said. I reeeeeally don't want to hassle with it anymore so I told her I'd just refund her money and she could keep the bead even though I had NOT misrepresented it and it was up to her to read the item description. Yikes.

I hope you at least don't let her purchase from you again.

I also added a section (not in my shipping info, but in the listing itself):

INTERNATIONAL BUYERS PLEASE READ: I include an invoice with each package that corresponds with the customs form stating the full purchase price of each order. Please be aware your country may charge additional customs duty and/or import taxes for which you, the customer, would be liable. For more information, please contact your local post office. These are fees imposed by your country and not calculable or payable by the seller/shipper.