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, this effectively makes you an importer. As an importer, you are responsible for paying duties and taxes on the items that you are bringing into Canada, payable to the Canadian Boarder Services Agency.
The email you received is a notice directing you to pay these fees, which can be collected on the EzClear platform. This message will contain a breakdown of the costs (in the form of an invoice) and a link to the EzClear payment portal.
What are import charges?
Import charges are duties and taxes levied by the Canadian Border Services Agency (CBSA) on imported goods and are determined by a customs broker in accordance with the Government of Canada's Customs Act. The Canada Border Services Agency collects duties and taxes on imported items (including all online shopping purchases), on behalf of the Government of Canada. Amounts are assessed by the unit value (the retail price of a parcel as declared by the retailer), the types materials used, and the category of the product. Orders valued at $20 CAD or more are subject to these charges. Those who make online purchases from international retailers should assume that these fees will be applied, whether or not this is stated by the retailer at the time of purchase. Please be sure to check the retailer's website for the terms of international shipping.
For additional information please refer to: http://www.cbsa-asfc.gc.ca/import/courier/lvs-efv/prsn-eng.html
What are duties and taxes?
Customs duties are levied on certain goods purchased abroad. Duty is a tariff placed on goods imported to Canada. Rates of duty are established by the Department of Finance Canada and can vary significantly from one trade agreement to another. More information on duties payable is available on the Customs Tariff page on the Government of Canada's website. Most imported goods are also subject to the Federal Goods and Services Tax (GST) and Provincial Sales Tax (PST) and, in certain provinces and territories, the Harmonized Sales Tax (HST).
How can I pay? I don't have a PayPal account.
Users can make payments with any major credit card, a Visa Debit card, or a PayPal account. To pay by card, click on the grey box that says: Pay with Credit Card or Visa Debit. To use PayPal, select the blue Log In box
These options are displayed after selecting the green box that says PAY MY IMPORT CHARGES on the EzClear home page.
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 the Call Center (by calling 1-888-224-1650 or by text 647-490-5008) and a representative will process your payment over the phone using Square.
Shipping was included in my order, so why do I have to pay these fees?
EzClear is not a courier service and does not complete the delivery on your order. The fees collected on our platform are not shipping fees, they are duties and taxes to be paid to the Canadian Government. Once paid, Canada Post will deliver the parcel to you.
Why wasn't I informed of these fees at the time of my purchase?
Retailers who use EzClear ship parcels to dozens of countries, each one with its own policies and protocol when it comes to collecting duties and taxes. This makes it difficult for retailers to maintain accurate information on their multiple online stores, and as a result, they often do not include a notice of additional fees upon delivery at the checkout. (At least not in the big print!)
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.
Why can't I pay these fees at my door when they are delivered?
Canada Post does offer their own collections service where fees are collected at the door, and most shoppers are accustomed to this method of paying customs and duties on imported purchases. However, this service is not included in the shipping fees and also charge a fee to the order recipient. They are an independent service.
Many retailers are turning to EzClear as an alternative way to facilitate the payment of import charges. As your order was contracted to EzClear's collections services (and not Canada Post's) paying the charges with the post is not an option for these parcels.
Once import fees are paid on our online platform, your parcel will be delivered to you via Canada Post and no fees will be requested upon delivery.
The unit value indicated on my invoice is more than what I paid for these items. What should I do?
If the dollar value indicated in your invoice does not match the amount you paid for your order, please contact us. This means that the retailer has declared the wrong amount on the packaging of your parcel. This most often occurs when the contents of the parcel are sale items, where the retailer has displayed before-sale price to the CBSA. In this event, your fees will have been calculated at a higher rate than you owe.
Please contact EzClear, and a representative will walk you through your options to file for an adjustment.
What if I don't pay?
Your parcel will be held in our system and available for release until the last day of the following month. If after this time the import charges are not paid the items will be returned to the retailer. Although we will return the parcel to the retailer for you, we cannot guarantee that you will receive a refund. Please consult with the seller regarding their refund policy.
How long do I have to make my payment?
Once received, parcels will remain in the EzClear portal until the next day of the following month. For example, if you receive an initial notice from EzClear on December 2nd, your parcel will remain available on EzClear until January 30th. After this period, the parcel will be returned to the retailer.
Although we will return the parcel to the retailer we do not guarantee that you will be refunded by the retailer. Please consult with the seller regarding their refund policy.
Can EzClear cancel my order?
EzClear can send parcels back to the retailer at no extra cost. However, we do not guarantee that your purchase will be refunded to you. Please consult with the seller regarding their refund policy before requesting your parcels be returned.
What information do I need to pay my import charges?
The information you need to pay your charges on EzClear is provided in your notification email. You can pay by clicking on the PAY MY IMPORT CHARGES embedded in your email notification and on our home page, or by clicking here.
To pay online you will need your Parcel Code or CAM number and the email address used for the order.
What is my parcel code?
The parcel code is a numerical ID that represents your parcel in the retailer's books, and in the EzClear platform. Your parcel code is not your tracking number. Parcel codes can be found in your email notification and on your original receipt
What happens once I have paid my import charges?
Once paid, your parcel will be delivered by Canada Post. If payment is made before 2 PM EST on a weekday, your parcel will be released for delivery that same evening. If it is made after 2 PM, or over the weekend, your parcel will be released on the evening of the following weekday.
You will receive an email confirming that your shipment has been sent that includes a tracking number. You will be able to track your parcel on the Canada Post website: http://www.canadapost.ca.
How soon after I pay my import fees will my parcel ship?
If payment is made before 2 PM EST on a weekday, your parcel will be released that same evening. If it is made after 2 PM, or on the weekend, your parcel will be released on the evening of the following weekday.
Where can I find my tracking number?
Once your import charges have been paid, your parcel will be delivered by Canada Post. Once processed, you will receive a confirmation from EzClear by email that includes a tracking number. You can use this number to follow your shipment on the Canada Post website.
Why is customs holding my shipment?
At times, the CBSA (Canadian Border Security Agency) requires additional time to review international parcels. Times can vary depending on the nature of the review.
Can I pick up my parcel?
EzClear users who are local to our offices can arrange to pick-up their parcels. Pick-ups must be pre-arranged. To do so, call (888)-224-1650 or text (647) 490-5008 or send an email request to firstname.lastname@example.org
Our offices are located at:
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.