For information regarding Canada Border Services Agency Policy regarding:
- Importing goods for personal use by courier
- Collection of duties, taxes and service fees by couriers
- Accounting for your own shipment
Why did I receive an email from EzClear asking me to pay my import charges online?
You recently made a purchase online that is being shipped from a foreign country, and duty & tax was NOT included at the checkout.
As an importer, you are responsible for paying duties and taxes on the items that you are bringing into Canada valued at greater than $20 CAD. These funds are payable to the Canadian Border Services Agency. EzClear advances duty & taxes when the parcel arrives in Canada and collects retrospectively.
Why wasn't I informed of these fees at the time of my purchase?
If the seller does not specifically indicate that duty & tax is included in the checkout it is likely that the import fees will need to be paid once the parcel arrives in Canada. It is important to consult the seller’s Shipping or FAQ page to determine if the shopper is responsible for custom fees when the parcel arrives in country. It's possible the seller expects buyers to be familiar with their country's import rules or assumes the charges will be calculated separately upon arrival.
While it can be frustrating to learn there are further costs in obtaining your order, the stipulation that customers will pay duties and taxes should always be assumed when purchasing from foreign retailers unless otherwise specified at the time of checkout.
Why do I need to pay import charges if I already paid shipping fees when I placed my order?
Shipping fees cover the cost of transporting your package from the seller to your delivery address. However, import charges are a separate charge from your retail purchase and shipping charges.
Why are my import charges so high?
Your import charges are determined based on the declared value of the contents and destination of your package to determine the amount due. Duty & tax rates are determined by a Canadian customs broker.
What happens once I have paid my import charges?
Your parcel will be delivered with a final mile carrier which has be predetermined by the seller. If payment is made before 2 PM EST on a weekday, your parcel will be sent for delivery that same evening. Payments made after 2 PM, or over the weekend will be shipped on the next business day.
You will receive an email with your tracking number once the parcel has been handed off to the final mile courier. For tracking update: https://tracking.citilogistics.ca/
Why can't I pay these fees at my door when they are delivered?
Your order was contracted to EzClear to manage the customs fees for this transaction. If you have any concern regarding this service, please reach out to your retailer.
Paying the charges with the post or other final mile carrier is not an option.
Why is there an admin fee?
The admin fees cover charges associated with the customs clearance process including funds advancement.
Can I pay Customs directly?
Yes, you have the option to self-account for your order. Consult the CBSA website for a participating office.
https://www.cbsa-asfc.gc.ca/import/courier/lvs-efv/prsn-eng.html
Contact us at support@ezclear.ca with Self Clear in the subject line.
Why is Customs holding my shipment?
At times, the CBSA requires additional time to review international parcels. Times can vary depending on the nature of the review.
What if I don't pay?
If you choose not to pay the import charges, your package will be returned to the seller. Please contact the seller regarding their product refund policy.
How can I pay?
PayPal, Square and e-Transfer
These options are displayed after selecting PAY MY IMPORT CHARGES on the EzClear.ca main page. Contact us at support@ezclear.ca for e-Transfer or Cash transactions
My cards are not accepted by PayPal. How can I pay my fees?
Occasionally, PayPal does not accept certain cards. If you are unsuccessful completing payment over the PayPal online, contact or text us at 1-888-224-1650
How long do I have to make my payment?
Parcels will remain in the EzClear portal until for a maximum of 21 days. After this period, the parcel will be returned to the retailer.
About Requesting a Return
When seeking to return an order, the customer must contact the retailer and discuss their return options before requesting that their parcel be returned by EzClear.
Some companies will refund a purchase right away without having the physical piece back yet. With others, the customer will have to wait for a physical return to be completed
Can I return my order? When does EzClear process returns?
EzClear will process returns upon request from the retailer or customer. However, all returns are sent back to the retailer in bulk shipment at the end of each month and depending on the retailer's policy, you may need to wait for them to physically receive the returns before being issued a refund. In some instances, particularly close to the end of the month, your parcel may not be sent back to the retailer until the following month's shipment.
How do I know that my package has been returned?
EzClear does not provide tracking numbers for return shipments because they are sent to the retailer in a bulk shipment once a month. We can provide a cargo control number once the bulk shipment has been sent out. (Some retailers will issue a refund before physically receiving the parcel, however, EzClear cannot guarantee how each retailer will handle returns.)
If I make a return and receive a refund, can I get back my duties and taxes as well?
Yes. To claim back taxes and duties paid on an order that has been returned you will need to complete an Informal Adjustment Request form. Contact EzClear and request your import details before filling out this form. We will provide this information within 1-2 business days.
Informal Adjustment Request form - click here.
The value written on the outside of my package is different from what I actually paid, and I think I was charged too much in taxes and duties for this reason. What can I do?
The customer has two options:
- Pay for the customs indicated and complete an Informal Adjustment Request to be refunded the difference by CBSA.
- Refuse the item and contact retailer to see if they can dispatch a new package with the correct price.
I am having trouble filling out my Informal Adjustment Request - IE what is CBSA import receipt number?
The CBSA import receipt number is the unique ID number issued at the time of clearance by Canadian Customs. This number will be included in the import details provided by EzClear upon request.
Informal Adjustment Request form - click here.
How long does it take to be refunded by the CBSA?
It can take anywhere from 4-6 weeks to be refunded by the CBSA, and all cheques are sent via mail for the refund.