Shipping too expensive

[narraboth]

I'm glad you guys are working on this problem. And yes it is a problem because I shouldn't have to pay $22.5 to have 1 bottle of Saw palmetto shipped to me. Perhaps it's this flat rate that's causing these high shipping rates?

And I hope you guys understand that this frustration is due to the fact that I would like to shop at NP but am unable to do so because it's simply costing me more.

you are telling me! how about just ordering a 5g formestane and charged 35.8 usd shipping? I think if you walk to a post office and weight it and send it as normal airmail package it won't be that much.
fedex seems to be a good company to offer services, but IMO the shipping fees is just too high for small amount buyers. Maybe you guys should offer other choices of shipping?

 

[russianstar]

I live in the uk and it cost me 35 dollars for shipping, wich is more than any other store i use in america, but i can get better items and it always gets delivered.

 

[narraboth]

I live in the uk and it cost me 35 dollars for shipping, wich is more than any other store i use in america, but i can get better items and it always gets delivered.

have you considered group ordering? we guys in the UK can do order together and share shipping fees...

 

[B5150]

I hope that you will find something too because I still does not understand why with iherb.com I pay 6$ for the international shipping. Yes you read it correctly 6$ !!!! and I get my order within 1 week and an half to get it in France.

My last order which contained 3 small bottles (2 powerfull and 1 yohimbine) and I paid 40$ for the shipping and got my order within a week.

Clearly there is something wrong with the international shipment. Do we pay for the others in US or what?

If you want to grow, you should think to improve your business with the international customers and shipment prices have to be improved.

Please take the time to read what the NutraPlanet CS stated:

We apologize for this inconvenience. No, we DO NOT make any profit whatsoever on shipping charges. We offer exactly what FedEx or USPS charges us. BB.com does not offer free shipping or a flat rate, like we do, and they works of a lot higher margins. So, since they don't offer free shipping/flat rate, and have a LOT higher margins, they have room to offer the incentive of competitive rates on international shipping.

We are working VERY hard to establish more competitive shipping rates for our international customers. But, as stated above, you WILL save money overall by shopping with us, compared to other online retailers.

Thanks for your understanding and business!!!

I am sure that no one here at NP would blame you and we completely understand your desire to be cost conscious and we would appreciate the same consideration.

Thank you for your understanding and continued support.

 

[AE14]

have you considered group ordering? we guys in the UK can do order together and share shipping fees...

this is a very creative and well thoughtout idea. Get a group together that will place one large order, and split it accordingly.

Nicely done

 

[totally81]

Appreciate you looking into cheaper international shipping options...
I've ordered once from you a while ago to europe, you have pretty good prices, unfortunately it ended up being quite expensive: shipping + customs taxes (I know you can't control possible taxes) but many times I simply order WITHIN europe, though the prices are higher, because it's just not tolerable (for me) to pay so much money for shipping. I agree iherb's $4 international shipping is amazing...
When I frequent other US stores and look up their international shipping options, they sometimes list prices like $60-120 for shipping a few supplement bottles... no fun.

 

[narraboth]

this is a very creative and well thoughtout idea. Get a group together that will place one large order, and split it accordingly.

Nicely done

yeah, someone nice to collect orders in the UK, place an order in nutraplanet, and when he gets the things, we pay him through paypal...

a problem is the tax... when you get bigger order, you get higher risk to be taxed, import charge plus VAT can be nearly 25% Usually smaller package can skip the tax easier.
In this case everyone who joins the group order has to agree to share the tax once 'get caught'.

It's still fine, I am just wondering if UK border will confiscate some....
(if product is confiscated, in this case the customer won't receive the product, do nutraplanet give refund? things which are legal in US are usually legal here too, but UK border can be high-handed)
I have heard somebody's testo booster was confiscated with no reason. You just don't have the time and money to sue the border. theoritically diery product can not be imported from other countries without claim, thus whey protein might also be confiscated....

In my case, my mom sent me some chinese food many times, never got problems... but surely you don't write down 'meat' on your package....

 

[jherman08]

quick noob question,
do other countries tax packages to discourage buying from outside of the country?

 

[AE14]

I hope that you will find something too because I still does not understand why with iherb.com I pay 6$ for the international shipping. Yes you read it correctly 6$ !!!! and I get my order within 1 week and an half to get it in France.

My last order which contained 3 small bottles (2 powerfull and 1 yohimbine) and I paid 40$ for the shipping and got my order within a week.

Clearly there is something wrong with the international shipment. Do we pay for the others in US or what?

If you want to grow, you should think to improve your business with the international customers and shipment prices have to be improved.

I dont know if that is an overly fair comparison to be quite honest. The shipping with IHerb is typically much slower, and in addition to that, there is usually no tracking info.

Again, I truly stress that NP is working on this the best we can. As has been stated here before, NP makes no money whatsoever when it comes to shipping.

 

[MacWanted]

Please take the time to read what the NutraPlanet CS stated:I am sure that no one here at NP would blame you and we completely understand your desire to be cost conscious and we would appreciate the same consideration.

Thank you for your understanding and continued support.

I do agree but it does not explain me why iherb can have so low shipping cost:

"International Airmail (available to select countries): A Flat $4.00 or Free for Orders Over $60.00! This option applies to orders valued up to $80.00, and weighing 3 lbs or less. This shipment method has a 1 to 4 week delivery time.
Please note: If you choose Airmail delivery, you will not be able to track your order. However, airmail deliveries are very reliable and are a favorite shipping method for our valued customers in Europe and Asia Pacific with an average delivery time of 10 days (including weekends). Also, chances are high that you will not pay any additional customs import taxes. "

I am dedicated customer and a long history at NP but the shipping cost are get too much now that I decided 1 year's ago to not order proteins anymore at NP as it would be cheaper to get the same brand in France.

 

[MacWanted]

I dont know if that is an overly fair comparison to be quite honest. The shipping with IHerb is typically much slower, and in addition to that, there is usually no tracking info.

Again, I truly stress that NP is working on this the best we can. As has been stated here before, NP makes no money whatsoever when it comes to shipping.

Again agree but let us decide if we want a slowest shippement or not. Tracking or not. This is a question of customer satisfaction.

Make your customers happy like I do have to in my job.

 

[AE14]

Again agree but let us decide if we want a slowest shippement or not. Tracking or not. This is a question of customer satisfaction.

Make your customers happy like I do have to in my job.

Totally agree, and I also believe that NP does make their customers happy, or at least will do whatever they can to do so.

Please remember that NP uses the quotes they are given, there is no alteration in that price whatsoever

 

[MacWanted]

Totally agree, and I also believe that NP does make their customers happy, or at least will do whatever they can to do so.

Please remember that NP uses the quotes they are given, there is no alteration in that price whatsoever[/QUO

I trust you, I was just questioning... I hope NP will provide a solution. As you can see we are all international customers that are mostly happy but the increase of shipment price we have seen last few years is making us unhappy and seeking to local retailers when possible.

For instance the supplement market in France has deeply changed and there is a lot of competition on the net and offer free shipment like NP does for its US customers.

We are getting more and more supplement stores here too. I am living in the south of France and only last year 4 new stores have opened in 20 kms around my town and that a lot for a country like Frace where bodybuilding is not a significant activity.

If international business represents a great pourcentage for NP, then they have to do something, otherwise they are going to loose their foreign customers.

 

[B5150]

If international business represents a great pourcentage for NP, then they have to do something, otherwise they are going to loose their foreign customers.

Ahhh....THE magic word "IF".

As stated multiple times by multiple CSR's and board reps; we are giving you OUR cost for shipping with NO mark up. If I were in your shoes I would do what is prudent for me as well. Rest assured NP is doing ALL they can. I imagine IF international customers were indeed that great a percentage then there may be a little more weight to push around with the shippers.

 

[narraboth]

quick noob question,
do other countries tax packages to discourage buying from outside of the country?

most of countries charge tariff. the rule of EU+UK is that all import goods need to be charged, including small size internet busniess. The main problem is VAT. VAT is 17.5%, much higher than common tariff, ~5%.

Most of countries don't bother to check small packages since the cost of doing this is higher than Tariff you can get. In EU or UK the 'repay' might be higher because Tariff + VAT can be over 25% of value thus worthy doing.

 

[MacWanted]

Ahhh....THE magic word "IF".

As stated multiple times by multiple CSR's and board reps; we are giving you OUR cost for shipping with NO mark up. If I were in your shoes I would do what is prudent for me as well. Rest assured NP is doing ALL they can. I imagine IF international customers were indeed that great a percentage then there may be a little more weight to push around with the shippers.

Sorry David, I find you are really aggressive in your answers. Does it make you nervous to get such feedback????

 

[B5150]

Sorry David, I find you are really aggressive in your answers. Does it make you nervous to get such feedback????

Aggressive? I find your post confrontational and accusational. We clearly do not have very competetive international shipping cost. The truth does not make me nervous by any means.

I too would shop elsewhere until things improve here. As you have stated multiple times you have alternatives that are more cost effective and I too would venture to use them as well. Beating a horse, this horse, seems vindictive at best and antagonizing at worst.

As stated multiple times NP is doing their best to improve their international shipping fees. In the mean, please do as you will.

 

[narraboth]

the discussion seems a bit off focus.

it's not really about did NP make the best effort or bigger or smaller customers group. At least for me, I was asking for more options of shipping methods.
If I don't need to receive within a week, can I have cheaper fair? I can wait, if waiting can save me 18 USD or more. Yeah, fedex gives faster and better service, but can oversea customers have another option for slower parcel shipping? If NP can't be bothered to take small amount of parcels to post office everyday, I am even fine if they send it once a week as long as the shipping fees can be low? It shouldn't be that hard for NP to do?

 

[russianstar]

have you considered group ordering? we guys in the UK can do order together and share shipping fees...

Lets start a thread here then when we get say 300 dollars worth of orders or something, i will order, and then send, we will record everything here, and you can pay me through paypal.

 

[pedro321]

I dont know if that is an overly fair comparison to be quite honest. The shipping with IHerb is typically much slower, and in addition to that, there is usually no tracking info.

Shipping to Australia via iherb I normally get my package in one and a half weeks.
Shipping via USPS (not express) its normally 7-8 days. But you also get tracking (which gets updated slowly)
DHl express is normally $20 for 6 bottles and is fully tracked and its normally 5-6 days
I can see if you go the iherb route and people get there package lost its going to cause you all sorts of headaches.

Its really great its being looked into and im very interested to see how it all goes.

 

[atjnutrition2]

Ok, let me see if I can summarize the discussion here. It seems the focus has shifted a bit more to the international shipping side which is a different beast altogether. We currently use Fed Ex and USPS because they have given us (and therefore you) the best rates so far. We are certainly open to looking at other carriers, but to this point we have not received any quotes from anyone which would save our customers money. We do not make any money on our shipping fees, and in fact, last year paid quite a bit more to ship your products than you actually paid to have them shipped. All I can say is that we DO care about our international customers and want to provide the best service possible. I also understand that if a shop opens up near to where you live and they have a competitive price, it will always be cheaper to buy it there and not pay shipping costs.

I have personally been working with our Fed Ex international representatives to find ways to not only provide a cheaper method of shipping, but also a way to clear customs faster and with fewer duties and taxes.

I know that it appears unfair for our international customers that we offer free domestic shipping on orders over a certain dollar amount. I would be open to something similar with international orders, however finding that dollar amount would be somewhat difficult to do considering international taxes/duties. I would not want a customer to have to place such a large order to receive free shipping that the benefit would be negated by increased duties/taxes.

So, I have a couple of questions for our international customers:

1. Would you be willing to sacrifice delivery time (ie. a slower delivery) and the possible inability to track your package in exchange for a lower shipping cost?

2. If we included the estimated duties and taxes when you checked out so that you did not have to pay them on delivery would that be preferable?

Rest assured, we are constantly striving to find ways to provide our customers both domestic and international with the best service possible.

 

[ProteinMurder]

On a side note to what I mentioned above, we are currently in the middle of meetings with one of our largest shippers to expedite the time it takes our international packages to ship and clear customs. We are also looking at ways to have duties and taxes pre-paid so that international customers are not hit with an additional fee once they receive their goods. This has been a personal priority for me and I hope to have some things in place in the very very near future as far as international shipping.

That'd be good mate, I forked over $50 dollars Aus to ship a tiny box express!! Was spose to be 4 days, but it was 9-10 :suspect:
Never the less It got here wich is most important thin, but it shouldn't really say 4 days, as it's a little misleading.

 

[ProteinMurder]

PS, Id definitely give up ability to track parcel. I couldn't care less bout tracking it personally, whatever knocks the price down!

 

[Blacktail]

Ok, let me see if I can summarize the discussion here. It seems the focus has shifted a bit more to the international shipping side which is a different beast altogether. We currently use Fed Ex and USPS because they have given us (and therefore you) the best rates so far. We are certainly open to looking at other carriers, but to this point we have not received any quotes from anyone which would save our customers money. We do not make any money on our shipping fees, and in fact, last year paid quite a bit more to ship your products than you actually paid to have them shipped. All I can say is that we DO care about our international customers and want to provide the best service possible. I also understand that if a shop opens up near to where you live and they have a competitive price, it will always be cheaper to buy it there and not pay shipping costs.

I have personally been working with our Fed Ex international representatives to find ways to not only provide a cheaper method of shipping, but also a way to clear customs faster and with fewer duties and taxes.

I know that it appears unfair for our international customers that we offer free domestic shipping on orders over a certain dollar amount. I would be open to something similar with international orders, however finding that dollar amount would be somewhat difficult to do considering international taxes/duties. I would not want a customer to have to place such a large order to receive free shipping that the benefit would be negated by increased duties/taxes.

So, I have a couple of questions for our international customers:

1. Would you be willing to sacrifice delivery time (ie. a slower delivery) and the possible inability to track your package in exchange for a lower shipping cost?

2. If we included the estimated duties and taxes when you checked out so that you did not have to pay them on delivery would that be preferable?

Rest assured, we are constantly striving to find ways to provide our customers both domestic and international with the best service possible.

As long as it gets here, I don't care about tracking it. IF it takes a few days longer..meh. Cheap pricing will always win out with me.

 

[ProteinMurder]

As long as it gets here, I don't care about tracking it. IF it takes a few days longer..meh. Cheap pricing will always win out with me.

NP Reps, I thinks you'll find this is the sentiment of most International customers. Trackin etc is a luxury.

 

[narraboth]

Lets start a thread here then when we get say 300 dollars worth of orders or something, i will order, and then send, we will record everything here, and you can pay me through paypal.

that's cool
but can we do that in public or need to use PM?
(oh no, your PM box is full....)
i think we might need to exchange contact detail...
currently i have about 80 dollars shopping list in mind. (so not too worthy to pay 36 USD shipping fees)

 

[narraboth]

So, I have a couple of questions for our international customers:

1. Would you be willing to sacrifice delivery time (ie. a slower delivery) and the possible inability to track your package in exchange for a lower shipping cost?

2. If we included the estimated duties and taxes when you checked out so that you did not have to pay them on delivery would that be preferable?

1. your website already has two shipping options to choose (although they are not too different price), so I think it shouldn't be a problem, if someone wants it shipped fast, he can always choose fedex and pay for it. If people like me choose cheap fees, then they agree for what's offered.

Untraced package must be cheaper. I don't mind slower shipping, but hope you will have a nice policy for 'product not received' case in untraced shipping.

2. I am not very sure about pre-paid duties and taxes.
You might need to ask some experts because i think different countries have different rates of tariff and taxes, even one country has different rate of tariff base on different goods, different amount, and different years. I don't think it's very easy for you to count precisely.

 

[atjnutrition2]

Thanks for the input so far....I'm not on here as much as I'd like to be, so feel free to P.M. me as well with any input you may have. I truly want to make this work for our international customers.

 

[ndeserranno]

I did want to Order for NP but its to expensive with shipping, your prices are cheaper, ....(mod edit: please do not reference other retailers..thank you) pretty much pays for shipping unless i buy proteins.. so i have cheaper shipping + coupon....

 

[pedro321]

So, I have a couple of questions for our international customers:

1. Would you be willing to sacrifice delivery time (ie. a slower delivery) and the possible inability to track your package in exchange for a lower shipping cost?

2. If we included the estimated duties and taxes when you checked out so that you did not have to pay them on delivery would that be preferable?

Rest assured, we are constantly striving to find ways to provide our customers both domestic and international with the best service possible.

I would love to have the option of slower delivery times and no tracking, but there should be a dollar limit on the amount you can order.

Fedex may be good in America, but here they are more strict than the real Australian customs, somtimes they dont even let through stuff thats legal here. They also take forever to have things cleared.

A big thank you for looking into this, im looking forward to the results!

 

[Blacktail]

I would love to have the option of slower delivery times and no tracking, but there should be a dollar limit on the amount you can order.

Fedex may be good in America, but here they are more strict than the real Australian customs, somtimes they dont even let through stuff thats legal here. They also take forever to have things cleared.

A big thank you for looking into this, im looking forward to the results!

Why should there be a dollar limit if we are paying the shipping costs ourselves?:smashfreakB:

 

[MacWanted]

1. Would you be willing to sacrifice delivery time (ie. a slower delivery) and the possible inability to track your package in exchange for a lower shipping cost?

2. If we included the estimated duties and taxes when you checked out so that you did not have to pay them on delivery would that be preferable?

First thank you to listen to us and to take actions. To answer your questions:

1. Definitively YES (as an example I have mentioned iherb and never got any issue with them).

2. No as with USPS and slower shipment I don't pay taxes....

 

[narraboth]

Why should there be a dollar limit if we are paying the shipping costs ourselves?:smashfreakB:

On seller's aspect, maybe that can reduce the financial lost of possible package losing.
On buyer's aspect, can't see the reason.

 

[pedro321]

On seller's aspect, maybe that can reduce the financial lost of possible package losing.

That.
If nutra are nice enough to do the no tracking thing and you loses $600 of supps, are you just going to go "oh well it happens" or go right off in an email and thread??

Its just an idea to keep everyone happy, even if it does sound a tad stupid.lol

 

[narraboth]

That.
If nutra are nice enough to do the no tracking thing and you loses $600 of supps, are you just going to go "oh well it happens" or go right off in an email and thread??

Its just an idea to keep everyone happy, even if it does sound a tad stupid.lol

Although it might varies in different States, I think customer protection law obligates the seller to refund or re-send when goods lost in shipping. It's the sender who can/should make claim to the courier once goods lost, there's nothing buyer can do to courier.
Oversea selling is a bit more complicate, but I think the rules in the state where NP located is still to be followed. You can check on State customer protection office.
That's why I said for seller's aspect it's good to reduce the possible lost.

When you say a post is 'not traced', it doesn't mean that the courier can lose it without any liability. There are different kind of 'no trace'; some posting requires signature but you can't trace 'where the post is now'; some posting requires no signature but once lost the sender can still have certain amount of compensation; won't be very much though.

anyway, now it's NP who needs to consider this and check what kind of posting methods avaliable, then get a shipping policy which matchs everyone's need. We as customers just wait and see what NP can offer.

 

[pedro321]

Thanks for the info Narraboth

 

[ndeserranno]

Thanks for the input so far....I'm not on here as much as I'd like to be, so feel free to P.M. me as well with any input you may have. I truly want to make this work for our international customers.

I have no idea how much $75 dollars in shipping for US customers cost, but maybe incorporate $75 = X amount or X% in savings for international customers

 

[incorrection]

Why not use the same shipping method bb.com uses? DHT global or something, it's 9.99 for small items to be shipped to AUS. I used to buy from nutra, untill BB started that new shipping option.. Can't compete sorry boys.. Kinda over paying $50 shipping each order. $10 vs $30 +

 

[ProteinMurder]

Why not use the same shipping method bb.com uses? DHT global or something, it's 9.99 for small items to be shipped to AUS. I used to buy from nutra, untill BB started that new shipping option.. Can't compete sorry boys.. Kinda over paying $50 shipping each order. $10 vs $30 +

It is kinda hard to argue with that.......

 

[NoSwtTea4U]

I didn't really read much of the thread but I use USPS because I live 2 hrs away and it always get there next day, whereas Fedex doesn't always get there next day. Either way, Nutra charges me $6.95 to use priority mail, however, I can send the exact same package back to them for $4.80. How is that not making a profit off shipping?

 

[narraboth]

how's the shipping methods change going? any representives from NP?

 

[AE14]

things are still in process

 

[stryder]

I didn't really read much of the thread but I use USPS because I live 2 hrs away and it always get there next day, whereas Fedex doesn't always get there next day. Either way, Nutra charges me $6.95 to use priority mail, however, I can send the exact same package back to them for $4.80. How is that not making a profit off shipping?

To be fair and transparent, we have a minimum threshold price on USPS shipments because we incur fees associated with USPS postage and processing via a third party. This fee allows us to integrate electronic processing, postage purchasing, and delivery confirmation which gives you trackability. We can circumvent these fees but we would have to manually process all USPS packages by hand and there would be no trackability -- at our current volume that would not only be unfeasible but unproductive.

And as John was stating, our shipping expense is our largest overhead. When you pay $40K more than you collected in shipping costs in a given month, I'd safely say that's not a source of profitability.

 

[stryder]

I have a meeting set up with DHL to potentially offer another choice for international shipping. Hopefully this will offer our valued international customers a cost saving option. We are looking at revamping our entire shipping structure which will make shipping more reasonable for everyone.

If any of our international customers can help us by providing contact information or courier specific details on cost effective shipping, we are more than interested in exploring them.

 

[moats]

You could try using Canada Post (won't let me put a link in)for Canada. I believe this is who BB uses. Just a suggestion.

 

[stryder]

I briefly looked into Canada Post a while ago and was informed that we could only ship via CP if we were in Canada. Recently we looked into this again and discovered that there are brokers that allow us to ship to Canada and they deliver it to CP and CP delivers it to the end user. This option incurred extra fees and from what I understand, requires us to charge duties and taxes up front.

Do you know if we can ship via Canada Post outside these 3rd party brokers? Does BB.com charge for duties and taxes upfront for Canadian shipments?

 

[hardknock]

i agree, i'm in america and shipping is very expensive, i ordered two bottles of things onsale thinking i was getting a deal, after shipping i ended up paying more than if i just bought them from a store in my area

You ordered two items and paid high shipping?

Did you order over night?


Shipping is crazy period. USPS calls the shots on shipping, or ups, or whomever. And, the price is kicked to customers. Many times, as I have learned since getting into selling supplements, the usps quote is normally higher than what my site will quote and (when I actually get it running fully) i'll probably loose some money on shipping...

 

[TheLastRonin]

I briefly looked into Canada Post a while ago and was informed that we could only ship via CP if we were in Canada. Recently we looked into this again and discovered that there are brokers that allow us to ship to Canada and they deliver it to CP and CP delivers it to the end user. This option incurred extra fees and from what I understand, requires us to charge duties and taxes up front.

Do you know if we can ship via Canada Post outside these 3rd party brokers? Does BB.com charge for duties and taxes upfront for Canadian shipments?

Last time I bought form bb.com it was a flat 15.00 rate for small stuff (6 small bottles) and 35.00-40.00 for bigger stuff (20 pounds misc.).

 

[pedro321]

I have a meeting set up with DHL to potentially offer another choice for international shipping. Hopefully this will offer our valued international customers a cost saving option. We are looking at revamping our entire shipping structure which will make shipping more reasonable for everyone.

This is great news!

I'll be interested to see what they offer.

Will this be with tracking or without??

Thanks

 

[stryder]

Can anyone tell me which couriers and shipping methods BB.com and iherb is using that are offering these aggressive international rates?