Message to Canadian Customers - ATW

wheystation

Board Sponsor


The new Canadian Advantage.

Okay - after meeting with UPS, I now understand the advantage to all of us using UPS for our Canadian customers:



1. Door to door delivery

2. Tracking number provided (not available through USPS)

3. Timely delivery. (USPS can take up to 6 weeks)

Eastern Canada - two days
Western Canada - seven to 9 days

4. UPS provides the required broker at no charge

5. Almost no random city taxes (depends on your location)


So we will now be shipping to Canada EVERY WEDNESDAY!!!!!!!!!!

Any questions, comments or orders!!!! Contact me at [email protected]

 
wheystation said:


4. UPS provides the required broker at no charge
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Sorry if this is a stupid question but does that mean there will be no additional charges (i.e. customs, GST) when i take delivery of the package?

I want to be absolutely sure before i order cause i've been hit with some pretty hefty customs/brokerage fees in the past when ordering from other US retailers...thanks.
 
Ninjo said:
Sorry if this is a stupid question but does that mean there will be no additional charges (i.e. customs, GST) when i take delivery of the package?

I want to be absolutely sure before i order cause i've been hit with some pretty hefty customs/brokerage fees in the past when ordering from other US retailers...thanks.
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hmmm...no response...too bad cause i was hoping to get my order in before the 16th as Matt advised...guess i'll have to take my business elsewhere...and i was really looking forward to that Cinnamon Bun whey. :(
 
Well, 58$ last time of customs made me angry (not ATW) so I'll never encourage them. USPS is way cheaper if you have a little patience.
 
Ninjo said:
hmmm...no response...too bad cause i was hoping to get my order in before the 16th as Matt advised...guess i'll have to take my business elsewhere...and i was really looking forward to that Cinnamon Bun whey. :(
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dude you can go to their site and get their number or use the email posted there to ask them your question.
 
Ninjo said:
hmmm...no response...too bad cause i was hoping to get my order in before the 16th as Matt advised...guess i'll have to take my business elsewhere...and i was really looking forward to that Cinnamon Bun whey. :(
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Shoot me an e-mail at [email protected]

I can still hook you up and make it worth while for you. ( an extra discount) which I wanted to tell you in a PM or email....BUT YOU DON'T HAVE PM ACCESS OR EMAIL LISTED!!!

I've gotten email from people who have gotten stuck with duty or customs fees despite what you have posted from an old ATW rep. So.... We now send parcels to Canada as "a gift" from "Matt" with no label saying "All The Whey" on it to avoid the fees for our customers. Blame Canada for the hassle! (Obscure South Park reference!)
 
Big Matt said:
Shoot me an e-mail at [email protected]

I can still hook you up and make it worth while for you. ( an extra discount) which I wanted to tell you in a PM or email....BUT YOU DON'T HAVE PM ACCESS OR EMAIL LISTED!!!

I've gotten email from people who have gotten stuck with duty or customs fees despite what you have posted from an old ATW rep. So.... We now send parcels to Canada as "a gift" from "Matt" with no label saying "All The Whey" on it to avoid the fees for our customers. Blame Canada for the hassle! (Obscure South Park reference!)
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Hey Matt...sent you an email yesterday morning with my co-ordinates...did you get it?
 
Ninjo said:
Hey Matt...sent you an email yesterday morning with my co-ordinates...did you get it?
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I got your other ones...didn't get the one with the co-ordinates. I emailed you back though. Give me a call.
 
The original post by wheystation is no longer valid. UPS no longer provides a broker at no charge. Canadian customs saw through our rouse with our "send as a gift from Matt" instead of from ATW where fees would apply. They told us to cease and desist or they would seize all orders coming into Canada.
So.....either we jack up the price of our product to cover brokerage fees to Canada, or the customer pays.

Sorry for the bad news. Like the song from South Park sez: BLAME CANADA!!
 
This would have been good to know before I placed my order with ATW! That was the reason for my original post in this thread.

As you probably are aware by now, I got hit today with a $35 CDN (approx. $30 USD) brokerage fee charge courtesy of UPS because I believed the misleading information in this thread!

I have sent you an email (which I have not received a reply to as of yet) and am looking for ATW to make this right.
 
Ninjo said:
This would have been good to know before I placed my order with ATW! That was the reason for my original post in this thread.

As you probably are aware by now, I got hit today with a $35 CDN (approx. $30 USD) brokerage fee charge courtesy of UPS because I believed the misleading information in this thread!

I have sent you an email (which I have not received a reply to as of yet) and am looking for ATW to make this right.
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I replied to your email.

Bottom line, we don't know if Canadian Customs will or won't apply a fee. How can we let you know about something that may or may not happen. Plus we have no idea how they arrive at a certain amount when they do apply a fee. If it were some flat fee applied to every order it would be different. We would know and we would let Canadian customers know.

BTW - It sez on our homepage, under "policies" and on our checkout screen:

**NOTE**
Additional shipping charges may apply. (i.e. Duties/Taxes, Brokerage Fees)

I also said in my email to you that I would see if I can do anything. I will let you know.

Again I apologize, there is no system in place for Canadian Customs to let us know before the package is delivered if they are applying a fee and if so how much so that we can let our customers know. We find out about it only when our customers tell us.
 
Big Matt said:
I replied to your email.

Bottom line, we don't know if Canadian Customs will or won't apply a fee. How can we let you know about something that may or may not happen. Plus we have no idea how they arrive at a certain amount when they do apply a fee. If it were some flat fee applied to every order it would be different. We would know and we would let Canadian customers know.

BTW - It sez on our homepage, under "policies" and on our checkout screen:

**NOTE**
Additional shipping charges may apply. (i.e. Duties/Taxes, Brokerage Fees)

I also said in my email to you that I would see if I can do anything. I will let you know.

Again I apologize, there is no system in place for Canadian Customs to let us know before the package is delivered if they are applying a fee and if so how much so that we can let our customers know. We find out about it only when our customers tell us.
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Thanks Matt, I got your email and replied back.

As I stated in my response, I wouldn't have ordered if I thought I was going to get hit with these charges. That's why I asked in the first place, right?

However, the information in this thread (both the original post by wheystation and your post just days prior to my placing my order) led me to believe that there would not be any additional charges.

If things had changed, you failed to advise me when I was on the phone with you placing my order.

In any case, I appreciate you bringing this to the attention of the owner because the situation is not really acceptable to me.
 
If you don't mind me asking, how much was your order for, if you got dinged $35 in custom fees, just to give myself a ballpark idea incase I choose to buy like 15lbs of just some protein from ATW up here into the white north?
 
Steveoph said:
If you don't mind me asking, how much was your order for, if you got dinged $35 in custom fees, just to give myself a ballpark idea incase I choose to buy like 15lbs of just some protein from ATW up here into the white north?
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I don’t mind you asking at all bro. I ordered 5lbs. of the whey blend and 2lbs. of the micellar casein. That came to $44.79 USD plus $17.22 USD for shipping for a grand total of $62.01 USD. That’s about $75 CDN, not a great price (when you factor in the shipping) but about average up here for similar products so no problem.

Then UPS drops off a notice saying that I owe them an additional $34.77 for brokerage fees, the same charges I was trying to avoid getting hit with as per my original post.

Now don’t get me wrong, I have no problem paying my fair share of taxes. In fact, I routinely take delivery of orders (sent via USPS) from other US retailers for which I’m charged a nominal processing fee and an amount in respect of our Goods and Services Tax (GST) on the declared value. These “brokerage fees” are something altogether different however. UPS can not even tell me how the amount was calculated. Ridiculous.

ATW may have good products but until they wise up and start giving us the option of having orders shipped via USPS, they won’t be getting a lot of business from north of the border. Do yourself a favour and learn from my mistake.

I should also say that, in all fairness, Matt did say he was going to bring my “situation” to the attention of the owner to see if anything could be done. I will let everyone know when I hear back.
 
Ninjo said:
I don’t mind you asking at all bro. I ordered 5lbs. of the whey blend and 2lbs. of the micellar casein. That came to $44.79 USD plus $17.22 USD for shipping for a grand total of $62.01 USD. That’s about $75 CDN, not a great price (when you factor in the shipping) but about average up here for similar products so no problem.

Then UPS drops off a notice saying that I owe them an additional $34.77 for brokerage fees, the same charges I was trying to avoid getting hit with as per my original post.

Now don’t get me wrong, I have no problem paying my fair share of taxes. In fact, I routinely take delivery of orders (sent via USPS) from other US retailers for which I’m charged a nominal processing fee and an amount in respect of our Goods and Services Tax (GST) on the declared value. These “brokerage fees” are something altogether different however. UPS can not even tell me how the amount was calculated. Ridiculous.

ATW may have good products but until they wise up and start giving us the option of having orders shipped via USPS, they won’t be getting a lot of business from north of the border. Do yourself a favour and learn from my mistake.

I should also say that, in all fairness, Matt did say he was going to bring my “situation” to the attention of the owner to see if anything could be done. I will let everyone know when I hear back.
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Couldn't get hold of the owner today. IF your the owner you have the option of not showing up to work. But I will get with him.

Anyhow.....who ever said that USPS wasn't an option? People request it all the time. All you have to do is say so in the comments of your order....then we'll email you back with the total of USPS shipping. I do it with customers on a daily basis. If for no other reason that UPS doesn't deliver to a P.O. Box. USPS is the alternative.
 
Big Matt said:
Couldn't get hold of the owner today. IF your the owner you have the option of not showing up to work. But I will get with him.

Anyhow.....who ever said that USPS wasn't an option? People request it all the time. All you have to do is say so in the comments of your order....then we'll email you back with the total of USPS shipping. I do it with customers on a daily basis. If for no other reason that UPS doesn't deliver to a P.O. Box. USPS is the alternative.
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Hey Matt, if ATW is willing to ship USPS to Canada that changes everything. Had I known, I would definitely have chosen that option and waited an extra week to get my stuff to avoid those outrageous brokerage fees.

In my defence however:

1) I don't believe the Web site gives you any option to Canada other than UPS (please correct me if I'm wrong about this), and

2) you certainly didn't give me that option when I placed my order with you via telephone. You stated that you ship via UPS to Canada and quoted me the shipping price.

In any case, while this information may not help me any, at least it provides an option for other prospective Canadian ATW customers.
 
Ninjo said:
I don't believe the Web site gives you any option to Canada other than UPS (please correct me if I'm wrong about this), and
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Just checked the ATW site and the only shipping option that it allows is "UPS Standard to Canada". If any other option is selected with a Canadian address, the following error message is displayed: "The shipping method you specified is not available to your address."

As well, next to the UPS shipping price is an asterisk that indicates that the quote "Includes Shipping and Handling Fees".
 
Big Matt said:
Couldn't get hold of the owner today. IF your the owner you have the option of not showing up to work. But I will get with him.
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Hey Matt...I sent you an email a couple of days ago asking if you'd had a chance to speak to the owner about my situation but I haven't heard back so I thought I'd try you here.
 
Ninjo said:
Hey Matt...I sent you an email a couple of days ago asking if you'd had a chance to speak to the owner about my situation but I haven't heard back so I thought I'd try you here.
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Give me call tomorrow if you can so we can talk in real time. To much to review and type here.
 
Big Matt said:
Give me call tomorrow if you can so we can talk in real time. To much to review and type here.
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Spoke to Matt earlier tonight. Just wanted to let everyone know that, in addition to being a good guy to talk to, he was able to provide an acceptable resolution to my situation. So ATW gets top marks for customer service in my opinion.
 
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