EzClear Reviews 106

Antwoord van EzClear

2 mrt 2018

Hi Debra, your order consisted of supplements which is subject to CFIA (Canadian Food Inspection Agency) requirements. As a result, the clearance process for this type of import is different than regular ecommerce. As a business we are obligated to submit a live entry for all indigestible products, this process can take additional time. Supplements when ordered online are regulated differently than say clothing or bike parts. If we opt not to follow the regulations for indigestible products we subject to Administrative Monetary Penalty System AMPS https://www.cbsa-asfc.gc.ca/trade-commerce/amps/ with hefty fines. In reviewing your paperwork I see that the officer at the payment counter reclassified your goods as groceries instead of supplements. We will be reviewing this with CBSA to better understand if supplements have recently been reclassified as groceries or if the officer misappropriated the classification We will be posting the feedback from CBSA here once we have completed our investigation with them. Please check back for updates.

Antwoord van EzClear

14 feb 2018

Hi Ben, Thank you for your note and we do apologize for the inconvenience. We do not have a record of a transaction for you in our system under your name, so we cannot speak to your particular case, however we can address your comments in general.

You are correct, we are relatively new in the market. We have been in business since 2016 in response to retailer demand for an online simplified in country customs solution known as DDU (Delivered Duty Unpaid). DDU is where the consumer is responsible for all duty and taxes in country. Almost all retailers have a notice pertaining to duties and taxes being the responsibility of the consumer on their website. You may have to look at the fine print but it is there.

Our fees are comparable within in the industry and in many cases much lower than other carriers who also handle DDU (Consumer Pay) parcels. We have no control over the rates charged on imports as this is determined by CBSA. According to the CBSA website https://www.cbsa-asfc.gc.ca/pub.../dm-md/d8/d8-2-16-eng.html any item over $ 20 is subject to duties and taxes. We understand that paying duties and taxes is never a pleasant occasion! Consumers are often surprised that import charges are not included in the purchase price.

We are located in a facility with a Customs Bonded Facility and participate fully in the PIP (Partners In Protection) Program which is a cooperative program between private industry and the CBSA aimed at enhancing border and trade chain security. CBSA officers who wish to physically examine parcels do so on site. We do not intercept or hold parcels hostage, we do however prepay duties and taxes for all inbound shipments directly to the broker the same day the goods arrive in Canada and subsequently collect the duties and taxes from the individual consignees. For the service of prepaying we charge a brokerage/admin fee (which is subject to GST/HST) in addition to the duty and tax. It is important to note, that Ezclear does not classify or rate the goods with the applicable duties and taxes, those fees are calculated by a customs broker. We merely facilitate the financial transaction of DDU shipments.

Anyone who wishes to avoid our Brokerage/Admin fee is free to pay CBSA directly. Paying charges directly to CBSA involves taking the time to locate a CBSA office that accepts payments, requesting and understanding the documentation, and physically attending the CBSA office to make the submission. Payment confirmation needs to be returned to us once the process has been completed. This option works well for those located nearby a CBSA office and/or can take the time to go through this process. We have noticed that there are inconsistencies in amounts charged by CBSA, some officers accept the amounts listed by the broker, and other times less, sometimes even more.

In regards to delivery, any item that is paid prior to 2 pm between Monday and Friday is released same day for final mile delivery. The service standard (air vs ground) is not determined by us but pre-determined at the origin. In the event that a service upgrade is requested we often can accommodate this when consignees reach out to us.

Hopefully this general reply has cleared up any concern, if you wish to access additional details regarding your shipment please provide us with the name on the parcel or the parcel number and we will be happy to provide you with a specific reply to your particular situation.