The New Intimacy

Canadian EF Users... Is there any way to avoid custom charges. They are a B!

Skip to last post
Set alerts
Updates
Forum search
Contributor: astrohoney astrohoney
Quote:
Originally posted by Breas
here is another website talking about UPS' fees from US to Canada

link
This is a great link, except for the incredible hassle this puts on the customer (us), considering all the phoning and driving out we'd have to do.

Still, it's a little better than what UPS tries to do to us. I still hope this can be resolved through some other means.

Also, I found it difficult to find my local CBSA office; their website doesn't have any easy to find links. Can anybody find theirs?
11/04/2011
Contributor: FaerieLove FaerieLove
This is so not cool.
11/04/2011
Contributor: Ilya Ilya
(EdenFantasys)
Here's an update on this as promised.

All orders going to Canada are being shipped Express, meaning you won't have any of those high fees to pay upon delivery. This is a temporary solution, as it is very costly for us. We are working out some new shipping methods for Canada that will be suitable for everyone, as well as working with UPS to reduce the cost as much as possible.

If your order is currently being held by UPS - please contact Eden Customer Service, they will gladly help you.
11/07/2011
Contributor: toxie m toxie m
Quote:
Originally posted by Ilya
Here's an update on this as promised.

All orders going to Canada are being shipped Express, meaning you won't have any of those high fees to pay upon delivery. This is a temporary solution, as it is very costly for us. We are working ... more
Thank you! I have a package arriving today and my fingers are crossed that all will magically be well with it and I won't have go the customer service calling route. Very glad to hear that this is being worked out for future orders
11/07/2011
Contributor: toxie m toxie m
Quote:
Originally posted by toxie m
Thank you! I have a package arriving today and my fingers are crossed that all will magically be well with it and I won't have go the customer service calling route. Very glad to hear that this is being worked out for future orders
No such luck. $40 COD, guess I'll be customer service callin' in a bit
11/07/2011
Contributor: Eva Schwaltz Eva Schwaltz
Quote:
Originally posted by Ilya
Here's an update on this as promised.

All orders going to Canada are being shipped Express, meaning you won't have any of those high fees to pay upon delivery. This is a temporary solution, as it is very costly for us. We are working ... more
This is really good to know. I just saw that my package was flagged this morning, so I'm glad I saw your post.

I really do appreciate the help and I'm glad you guys are trying to work this out.
11/07/2011
Contributor: Kynky Kytty Kynky Kytty
Quote:
Originally posted by Kynky Kytty
I made my order and removed a item or two to make sure that if I were to pay fees, I'd be in the below $100 value for the brokerage fees. It sucks as I wanted a few other things that go out of stock easily. I'll let you guys know too.
My boyfriend signed for the package while I was away, and told me he paid $63 in fees. First of all, I never got the notification that it was shipped, and I thought he was making a joke. I told him to call UPS, and we were told that EF declared that my package was worth $400. Even if it was shipped international, the taxes add up. It was an order for $80.

Yes, a ticket was just opened. But guys, if the fees seem high, call UPS to make sure that the value was accurate.
11/08/2011
Contributor: toxie m toxie m
Quote:
Originally posted by Kynky Kytty
My boyfriend signed for the package while I was away, and told me he paid $63 in fees. First of all, I never got the notification that it was shipped, and I thought he was making a joke. I told him to call UPS, and we were told that EF declared that ... more
Woah. That's crazy. Both my packages were $40ish COD (which I did not pay) and when I asked about the fees for the first one, it came up that only about $7 of it was taxes, and the rest was brokerage fees. It seems like no matter what the specifics of the situation are, it's just ridiculous.
11/08/2011
Contributor: sexy19364 sexy19364
Quote:
Originally posted by toxie m
Yikes. What was the total cost of your order, if you don't mind me asking? I'm just wondering where the number comes from that they're charging you - is it 13% HST? Is there more on top of that? I'm looking on the Canadian Customs ... more
It was worth 41.99, but it consisted of a review item and the free gift, so I was really upset about the fee. Especially since it was 72 freakin percent of the value of the items in the box!
11/08/2011
Contributor: Kynky Kytty Kynky Kytty
Quote:
Originally posted by sexy19364
It was worth 41.99, but it consisted of a review item and the free gift, so I was really upset about the fee. Especially since it was 72 freakin percent of the value of the items in the box!
I think that it's the value PAID that should be declared. We're paying the taxes of our products... if you get an item for 50% off at a store, will you be charged the taxes that would apply for a full-priced item? No f-way.

We know they mean the value of an item, but let's use common sense here, and think that it should consider what we're actually paying for it. If it's free, it's free. Final. And even if it is discounted, it still counts as a retail value.

At the Canada Border Services Agency, they say that:
The value for duty is essentially the price you paid for the goods (selling price) converted to Canadian funds.

So, I'll send an email to EF to make sure they get the right value on our items.
11/08/2011
Contributor: Breas Breas
Quote:
Originally posted by Ilya
Here's an update on this as promised.

All orders going to Canada are being shipped Express, meaning you won't have any of those high fees to pay upon delivery. This is a temporary solution, as it is very costly for us. We are working ... more
Thank you so much for the update!
11/09/2011
Contributor: Breas Breas
Quote:
Originally posted by Kynky Kytty
My boyfriend signed for the package while I was away, and told me he paid $63 in fees. First of all, I never got the notification that it was shipped, and I thought he was making a joke. I told him to call UPS, and we were told that EF declared that ... more
Holy smokes that is EXPENSIVE! Sorry to hear you had to pay such a huge fee (or, rather, your boyfriend did).
11/09/2011
Contributor: Kynky Kytty Kynky Kytty
Quote:
Originally posted by Breas
Holy smokes that is EXPENSIVE! Sorry to hear you had to pay such a huge fee (or, rather, your boyfriend did).
Yeah, but it wasn't meant to be that high. We'll get the amount fixed.
11/09/2011
Contributor: Misfit Momma Misfit Momma
Quote:
Originally posted by Kynky Kytty
My boyfriend signed for the package while I was away, and told me he paid $63 in fees. First of all, I never got the notification that it was shipped, and I thought he was making a joke. I told him to call UPS, and we were told that EF declared that ... more
My package arrived today and they wanted $143 since the value declared was $1100! I had to refuse it because I don't even have that much money at the moment. My order was $135 before shipping.

I also never got a shipping notification, and was actually told they were sending a replacement package since it was thought to be lost so in a way it's better that its going back

Can the value declared be adjusted without refusing the package? Would be good to know for next time.
11/09/2011
Contributor: Kynky Kytty Kynky Kytty
Quote:
Originally posted by Misfit Momma
My package arrived today and they wanted $143 since the value declared was $1100! I had to refuse it because I don't even have that much money at the moment. My order was $135 before shipping.

I also never got a shipping notification, and ... more
I was told that the system wasn't giving the actual paid amount and more a fictional full value amount (but even then, it's still too much to make any sense), BUT more importantly, it is supposed to be fixed now.

As for your question, UPS had told us that in order to change the value, the seller has to be the one changing the value info - they don't trust us. However, I know it's possible to ask for UPS to keep it in their warehouse for a few days, but I don't remember if you can ask for it when they are right in front of you. It would give EF the time to contact them and have the information corrected.

I just think that the system got a bug lately AND that UPS is the shit (as in bad shit).
11/09/2011
Contributor: Ilya Ilya
(EdenFantasys)
Quote:
Originally posted by Misfit Momma
My package arrived today and they wanted $143 since the value declared was $1100! I had to refuse it because I don't even have that much money at the moment. My order was $135 before shipping.

I also never got a shipping notification, and ... more
This is unbelievable! Can you please send me your order number? My email is ilya@edenfantasys.com

We mark all packages with true value and after a bit of googling I learned that Canada customs are pretty famous for "reevaluating the goods"

We are working with UPS and Canadian customs currently on the solution.
11/10/2011
Contributor: Jobthingy Jobthingy
Quote:
Originally posted by Ilya
This is unbelievable! Can you please send me your order number? My email is ilya@edenfantasys.com

We mark all packages with true value and after a bit of googling I learned that Canada customs are pretty famous for "reevaluating the ... more
Ilya, Do you have any clue as to why it is only certain people? Since I was last on this thread, I have received 2 packages and both were fine. It is very strange.
11/10/2011
Contributor: Misfit Momma Misfit Momma
Quote:
Originally posted by Ilya
This is unbelievable! Can you please send me your order number? My email is ilya@edenfantasys.com

We mark all packages with true value and after a bit of googling I learned that Canada customs are pretty famous for "reevaluating the ... more
It's been taken care of through a ticket, but thanks Ilya!
11/10/2011
Contributor: Jaimes Jaimes
Hey guys, just a quick note to reinforce all that Ilya has said about working this out with UPS. If you experience COD charges over the weekend, please submit a polite ticket to Rachel and Megan. They have been diligently cleaning up the UPS mess all week, and will be happy to help. Since we are aware that there is a problem, please do them a favor and be nice in your tickets. They will happily help, but they've already been pulling their hair out dealing with UPS, so I know they would appreciate kind words from our wonderful customers.
11/11/2011
Contributor: Eva Schwaltz Eva Schwaltz
Quote:
Originally posted by Jaimes
Hey guys, just a quick note to reinforce all that Ilya has said about working this out with UPS. If you experience COD charges over the weekend, please submit a polite ticket to Rachel and Megan. They have been diligently cleaning up the UPS mess all ... more
Oh definitely. I’ve never said a single unkind word to them. I can imagine how frustrating it is dealing with UPS. You guys have been really helpful. Thanks.
11/11/2011
Contributor: snowlights snowlights
Quote:
Originally posted by Breas
You had to pay $23 when you only got nipple clamps worth $14? W.T.F!

Yeah, I just checked my order, and it should be arriving today. I have a prepaid gift credit card that my partner picked up so we can actually receive our package. This ... more
I had an order that was only worth 20 dollars or so and they charged me over 16 dollars at the door. And on the site I paid 16 dollars shipping. So the cost of shipping int total was more than the package was worth. Not impressed, if I knew to expect that I wouldn't have made the order.

I got another package today that was worth around 90 dollars and they wanted close to 30 dollars.

I wish something could be done about this, I've never had anything I ordered online have extra fees like this. It seems unfair that if you pay shipping online you should have to pay a second time.
11/15/2011
Contributor: toxie m toxie m
Quote:
Originally posted by snowlights
I had an order that was only worth 20 dollars or so and they charged me over 16 dollars at the door. And on the site I paid 16 dollars shipping. So the cost of shipping int total was more than the package was worth. Not impressed, if I knew to expect ... more
Contact EF's customer support. I wrote to them when UPS was asking for COD on my packages and they were really wonderful about helping me out
11/15/2011
Contributor: Eva Schwaltz Eva Schwaltz
I am itching to place a large order, but it just seems like too much of a hastle for everyone right now.
11/16/2011
Contributor: Kynky Kytty Kynky Kytty
Quote:
Originally posted by Eva Schwaltz
I am itching to place a large order, but it just seems like too much of a hastle for everyone right now.
I placed a new order Friday for the same value 80$ again, and this one does not seem to have gone through custom paper work. I'm getting it tomorrow.
11/16/2011
Contributor: Jobthingy Jobthingy
Quote:
Originally posted by Kynky Kytty
I placed a new order Friday for the same value 80$ again, and this one does not seem to have gone through custom paper work. I'm getting it tomorrow.
I got 3 last week that went through. This week though, I got one (today in fact) and it was fine.
11/17/2011
Contributor: Breas Breas
Quote:
Originally posted by Eva Schwaltz
I am itching to place a large order, but it just seems like too much of a hastle for everyone right now.
Maybe you could contact customer service before placing your order, just to make sure that everything has been cleared up with Canadian shipping issues... : )
11/18/2011
Contributor: Jaimes Jaimes
We have a few orders here and there that are getting charges, but if you give us a call, we can contact UPS and accept the charges on our account. Also, UPS has been calling to ask if we'll accept the charges. So either way, you're covered!

I would recommend placing your order, and then following up with us over the phone or via ticket so we can call UPS ahead of time and ask that the charges be applied to our account. We'll take care of you guys!
11/18/2011
Contributor: Kynky Kytty Kynky Kytty
Quote:
Originally posted by Jobthingy
I got 3 last week that went through. This week though, I got one (today in fact) and it was fine.
Mine was fine as well.
11/18/2011
Contributor: Eva Schwaltz Eva Schwaltz
Quote:
Originally posted by Jaimes
We have a few orders here and there that are getting charges, but if you give us a call, we can contact UPS and accept the charges on our account. Also, UPS has been calling to ask if we'll accept the charges. So either way, you're covered! ... more
Thanks, Jaimes. I didnt get tracking info for a package my friend bought me, so I will just call if there is any charges.
11/19/2011
Contributor: Serenesub Serenesub
My package seemed to be one of the first that got dinged with this charge. I spent the next several weeks talking to Rachel and she was really helpful. Now I have to wait to order until it's resolved. It definitely sucks and I hope it gets resolved soon. Thanks for keeping us updated!
11/21/2011