Trouble with Canada Customs?
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Sun Nov 01, 2009 11:55 am

Hi there,

I'm from Vancouver, Canada and ordered a few items from Skin Actives nearly two weeks ago. Their service is just fine; the package shipped within a day or two of my order and I received a confirmation email. From the message, I learned that my order had to go through Canada Customs (which I'd anticipated) and that those pr**ks (rhymes with chicks) might hold on to it for several "days or even weeks". Not only that, but once the package was in their hands, it would be untrackable.

What gives? I knew I'd have to pay duty, but why the ridiculous delay, and no way to find out the status of one's shipment? Has anyone else had this problem? Did your package finally arrive and if so, how long did it take?

Very frustrated and resenting bureaucracy. Mad

Thanks in advance for any insight.

free skin care · Sun Nov 01, 2009 1:17 pm

I am from Canada too and Canada Customs have never held my packages. I think once they opened it (they always put a sticker on it saying they have opened it) but it didn't hold the package up for any length of time. Customs do have the authority to open all packages if they want to but they haven't in my case and I order lots from the US.

I have never paid duty or GST either on any skincare products that I have received.

free skin care · Sun Nov 01, 2009 3:24 pm

I usually place small orders. I *believe* $30.00 is the flag for Customs. I usually try to stay $25.00 or under.

I did get pinched on an Every Day Minerals order years ago. It was a sample kit plus finishing powder. Value was $10.00 for the powder. (Finishing powder contains corn starch and I do not recommend it!) It was processed with Global mail and EDM declared the value as $30.00. I had to pay GST & PST plus a $5.00 handling fee due to their paperwork error. I got an apology when I emailed them. There was a promise of a sample with my next order but that was "forgotten" somehow. (I don't know why I ordered again. But I did get a brush and there is much much better places to order brushes!)

I have ordered many many times with small mineral makeup companies. With Lumiere the value was much higher (some orders over $50.00!) and I always received my items direct at my door.

Canada Customs can ask for the taxes plus a handling fee ($5.00) on any USPS order. Of course you can refuse and they will send back the order.

By the way, after my less than safisfactory customer service experience I do not ever wish to order from EDM and I will not hesitate to tell others why. Their sloppy paperwork cost me money!

I really don't understand why they are actually HOLDING your order! Usually Canada Post (or if it is a brokerage) holds your package and asks for ranson money...I mean custom fees.

free skin care · Sun Nov 01, 2009 6:45 pm

Unfortunatley thats the way of the world now. This has happened to me several times. I've had to wait for 3-4 weeks to get some thing. You'll have to get used to it.

Mon Nov 02, 2009 10:32 am

Thanks for your replies, everyone. I guess it's just going to be a case of hurry up and wait, since there's no way to track my order. I have no issue with paying Canada Customs' ransom-I-mean-processing fees; I'd just really like to know how to go about doing that so I can get my products. Arrgh! BTW, my total, including shipping was $43 USD. Yeah, big bucks! Wink

free skin care · Mon Nov 02, 2009 10:42 am

If Customs has your parcel you will have to pay their fees when it is delivered to you. From your original note it wasn't clear if Customs actually had your package or if the shipper told you they may have your package.

Mon Nov 02, 2009 1:28 pm

Well, colour me impatient and embarrassed. Embarassed

Canada postal worker just delivered my package, and I didn't even have to pay any customs fees. Surprised

Thanks again for everyone's replies!

free skin care · Mon Nov 02, 2009 4:39 pm

YappyPapillon wrote:

Hi there,

I'm from Vancouver, Canada and ordered a few items from Skin Actives nearly two weeks ago. Their service is just fine; the package shipped within a day or two of my order and I received a confirmation email. From the message, I learned that my order had to go through Canada Customs (which I'd anticipated) and that those pr**ks (rhymes with chicks) might hold on to it for several "days or even weeks". Not only that, but once the package was in their hands, it would be untrackable.

What gives? I knew I'd have to pay duty, but why the ridiculous delay, and no way to find out the status of one's shipment? Has anyone else had this problem? Did your package finally arrive and if so, how long did it take?

Very frustrated and resenting bureaucracy. Mad

Thanks in advance for any insight.

When you received your shipping confirmation: what exactly did it say? Did it imply that your item *COULD* go through customs and any duties and taxes are your responsibility?

When I had problems, my package was held at the postage depot and my notice said I had money owing. Very clear that if I wanted my package; bring cash!

I am sure you are relieved that your package finally showed up. Did you hug the postal worker??

Tue Nov 03, 2009 2:19 pm

Autumn1995 -

This is what it said at the bottom of the email:

International Information

Customs ID Number: XXXXXX

Declared value: $ 18.75

Packages shipped via First Class International mail cannot be tracked.
Please note that orders can be held up in customs for many days or weeks
depending on the destination country and may be liable to import taxes.

Hope that helps. BTW, no, I didn't hug the postal worker. What with H1N1 paranoia run amok, random hugging just isn't on these days! Wink

free skin care · Tue Nov 03, 2009 4:51 pm

From Yappy's post:

Packages shipped via First Class International mail cannot be tracked.
Please note that orders can be held up in customs for many days or weeks
depending on the destination country and may be liable to import taxes.

Declared value of under $20.00; but that is standard warning that Customs can hold your order.

free skin care · Tue Nov 03, 2009 6:07 pm

I always get this notification. It's too protect themselves in case Customs officer is having a really bad day. So far, nothing's been held up.

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