DHL Express: customs and delivery issues.
Lucie-0412
Posted messages
2
Status
Membre
-
dhyd Posted messages 752 Registration date Status Membre Last intervention -
dhyd Posted messages 752 Registration date Status Membre Last intervention -
Hello,
I ordered a Christmas gift to send to a friend in Quebec on Etsy.
Problem: I am in France, and the shipment was sent from Pakistan (even though it was originally marked as from the US, well...).
It has been 3 days since the package has been under customs inspection in Ontario.
I saw that customs fees may be charged to the recipient, but it should be me who pays them and not the person I am sending the package to, since I am the buyer.
- How long can customs inspection still last?
- How can I pay the customs fees? (so that it doesn't fall back on the recipient)
- When will I have to pay them?
- Can they be paid online?
Additionally, my package is marked as having a "delivery incident": what does that mean?
I want to clarify that I have no way to contact DHL Express, as this is located in Quebec. I have already sent an email without a response. There is never a real person in customer service. They cannot provide me with information in France.
I also checked with Etsy, who sent my package. They can't do anything at the moment because it's up to me to deal with DHL Express.
I really hope to get help here.
Thank you in advance.
I ordered a Christmas gift to send to a friend in Quebec on Etsy.
Problem: I am in France, and the shipment was sent from Pakistan (even though it was originally marked as from the US, well...).
It has been 3 days since the package has been under customs inspection in Ontario.
I saw that customs fees may be charged to the recipient, but it should be me who pays them and not the person I am sending the package to, since I am the buyer.
- How long can customs inspection still last?
- How can I pay the customs fees? (so that it doesn't fall back on the recipient)
- When will I have to pay them?
- Can they be paid online?
Additionally, my package is marked as having a "delivery incident": what does that mean?
I want to clarify that I have no way to contact DHL Express, as this is located in Quebec. I have already sent an email without a response. There is never a real person in customer service. They cannot provide me with information in France.
I also checked with Etsy, who sent my package. They can't do anything at the moment because it's up to me to deal with DHL Express.
I really hope to get help here.
Thank you in advance.
1 réponse
Hello
Usually, customs fees, if any, are paid at the time of purchase depending on the destination.
However, if the local customs want to impose customs fees, they will contact the recipient because customs services only know the recipient.
I don't know all the customs around the world, but for the most part, yes, customs fees can be paid online.
DHL can act on behalf of customs services to collect these fees, but in principle, they are requested from the recipient.
In conclusion, if customs fees are requested from the recipient, either they send you the link for payment, or they pay and you reimburse them.
Usually, customs fees, if any, are paid at the time of purchase depending on the destination.
However, if the local customs want to impose customs fees, they will contact the recipient because customs services only know the recipient.
I don't know all the customs around the world, but for the most part, yes, customs fees can be paid online.
DHL can act on behalf of customs services to collect these fees, but in principle, they are requested from the recipient.
In conclusion, if customs fees are requested from the recipient, either they send you the link for payment, or they pay and you reimburse them.
For now it says "customs clearance," I don't know what I need to do, or if it's normal or not.
I've read all sorts of things about its meaning:
- That the package was held up due to lack of information.
- That it's the time to calculate the fees and that I should receive a text message.
- That it was simply normal, either verification of the package before sending (so not stuck, etc).
I tried to contact DHL:
> Email: no response.
> Phone x 4 number: robot (so no response).
Also the store where I made my online purchase:
> They don't know and can't do anything even though they are the ones who handled the delivery with DHL express.
It's the uncertainty that bothers me the most, and the lack of knowledge about the next steps.
Would you happen to know what the customs clearance step corresponds to?
This will be my last question with this nice block of text lol
Thanks again and have a great day!
2/ Customs clearance can take a long time because ALL PACKAGES go through this service.
3/ During peak package arrival times (usually during holidays), customs clearance delays are necessarily extended by the influx of packages.
Conclusion :
What to do? Well, NOTHING but WAIT patiently for the flow of packages to resolve itself.
The absolute motive. HAVE PATIENCE, it will happen.
Otherwise, nowadays, all countries have a government website for their customs service. So it’s enough to check it out to understand how it works.