FAQs
Extended FAQs:
Q: I ordered something a long time ago but I haven't been told to pickup yet?
A: Please send us a message and we'll let you know if your item has cleared customs and if its ready for pickup, or if it hasn't cleared yet. During COVID19 for Ontario, it's not uncommon that we are seeing imports taking longer than 4-6 months if not more. Also ensure you check your mails spam folder.
Q: Who is allowed to pickup my parcel for me?
A: As long as you are authorizing another person, they can pickup for you. Just provide us their name, and a copy of their ID for our system.
Q: I ordered something and used a fake name, what can I do?
A: There isn't much you can do, when you are picking up an item or authorizing someone else to pickup for you, you need to provide us your government ID and the name needs to match the name on your package. Ensure you are using your legal name that matches some form of ID that you can present us.
Q: Do you notify the company or supplier I bought from when my package is ready?
A: No, we often don't know where your mail comes from, we only contact our customers (which are the receiver of the package, which is you.)
Q: I've asked the supplier I bought from to help me get information about my mail from you, but they said you won't provide them information?
A: That is correct, your supplier that sends your mail to us for you to pickup are not our customer. Their name is not on the package. We don't know who these people are who is asking for information. To keep our customers safe, we can only provide information to our customers. Our customer is the receiver, which is you who will be picking up from us. It's important to us that your privacy comes first.
Q: Can you provide me tracking on my shipment so I can see the customs status?
A: Mail that comes to us via ocean shipping isn't the same system that you would expect as if you were to have something shipped air by Canada Post with a tracking number. The systems we use to communicate status updates on packages that come to us is very different and not accessible to public. You would need to check with your supplier if they have implemented a special tracking system on your ocean shipment.
Q: I want an update on my mails status from customs, can you help?
A: We can't really help to much as we wouldn't know who your broker is. If you did not supply your own broker information when you ordered something, then a random broker is assigned to you. We wouldn't know who that is until the package has cleared and they have contacted us to make arrangements. When you have a multi-package delivery, often these brokers don't have customer support. Their systems are fully automated and they don't answer questions about imports.
Q: Is there anyway to speed up the import process, I've asked 100 times for updates but nothing seems to be moving?
A: There isn't anyway to speed up the process. All brokerage firms in the past have told us that it takes as long as it takes. Asking about an import status update won't speed up how long it takes, it could actually slow yours down. You are at the mercy of the government and the broker assigned to your import. If your mail is delayed at the customs process, the only thing you can do is wait for your broker to reach out and let us know when they are finished.
Q: I've called Canada Customs border agency and they are asking for a tracking number or reference number to assist me with my import, can you help?
A: We rarely deal with air shipments that get delivered to us. The tracking and reference numbers they are referring to is something that is tied with all air shipments into Canada. This is common with DHL, Canada Post, UPS, and Fedex imports by air. Ocean shipping is a different process and is handled by private broker companies rather than public air shipping companies. Whatever reference numbers we have here wouldn't appear in the Canada Customs border agencies systems. The best thing to do in this scenario is wait for your broker to reach out to you if there is a problem.
Q: The company I bought from said it would take X amount of days to get to you for pickup, but its been much longer.
A: 99% of sellers don't factor in customs clearance and import times into shipping times for ocean shipments. They wouldn't know this information for Canada. Just like we are in Canada, we don't know how long these times are for other countries like Germany, France, Australia, Japan. The industry standard to calculate shipping times doesn't include customs clearance/import times. If a company has quoted you X days, then expect that X days to be the time that your mail arrives to customs clearance.
Q: I was contacted to pay for duties/customs fees/taxes/tariffs, what is this?
A: Whenever you order something that is shipped to Canada, there is costs associated with importing items. By default, importers (the receiver, you) are responsible to pay any of these fees if there is any. The seller or company overseas you bought from wouldn't know if such fees exist for your import. Some suppliers include pre-paid clearance in their items, also something to think about.
Q: I don't want to pay any taxes/import fees or duties, can I refuse?
A: Yes, you can refuse, but keep in mind you are throwing your order away. If you refuse a package at customs clearance, in most cases it gets abandoned, it doesn't get returned to the seller or whoever you bought from. Therefore you'd most likely not get a refund.