The Challenges of International Shipping ~ Finding The Best Route

For anyone embarking on an E-Commerce store, shipping is one of the biggest challenges. Each country potentially has covid delays, and/or limits to what you can send to certain locations.

For example India restricts jewelery and textiles. I sent a pair of Chanel sunglasses to India via Canada Post without a problem. However, when I looked up what is restricted, I noticed they have more limitations on what you can send there, compared to Europe or Australia.

In other cases, with Canada Post shipments to Australia, Tasmania, and France, the order did get to the customer eventually, but in a couple of cases, it took a very long time, like two months or more.

Recently I sent a brooch to Hong Kong. Three months later, without any prior notification of a problem with the delivery, I got a parcel pick up notice from Canada Post in the mail. I was perplexed, because I had not ordered anything.

On the same day, I got a message from the customer saying she was still waiting, and the tracking number indicated it was still in Canada. So I knew what the parcel was. It actually did go to Hong Kong, and then was returned with a tick box “insufficient address”.

Canada Post did not offer a refund on the shipping, which was around $50.00. I contacted the customer to clarify the address. It was correct. So I contacted some other shippers.

There is a significant cost difference between UPS and Canada Post. For the most part I have used Canada Post without a problem. I have learned, they are most reliable when sending within North America.

In the case of sending the pin to Hong Kong, using the same address, it cost over $100.00 to send it UPS. But they managed to get it there in just a few days, which was a huge relief. What I don’t understand is why it got there okay using the same address as when I sent it via Canada Post.

Thankfully the customer was patient, and she let me know this morning, it finally arrived in good condition.

The lesson learned is for International orders, UPS is more expensive, but much quicker and far more reliable. In addition, if the item is flagged for some reason regarding customs, or the address is questionable, UPS will notify you before it even gets out of the country. They will also give a refund, minus a handling charge, if they cannot deliver it.

In another case, a customer returned a dress from the US that did not fit her. When I went to pick it up, Canada Post charged over $50.00 in customs fees. I told them its origin was Canada, and it was a returned item. But it made no difference.

When I picked up the brooch from Canada Post after its long journey to Hong Kong and back, thankfully they did not charge me an additional $50.00 customs fee, on top of the non-refundable shipping charge.

UPS uses their own planes, and a single tracking number – therefore the shipment is more streamlined, less likely to get lost, etc. They also communicate the status of the order quite often, which can be shared with the customer.

In summary, I will still use Canada Post for North American orders. But for International orders, I will take the items to UPS for delivery. Eight or nine weeks is far too long for the customer to wait for something they have already bought and paid for.

In the case of the Hong Kong order, Canada Post might have been cheaper, but they did not get it there, and they gave no refund. If you send them a support ticket, you “might” hear back two or three weeks later.

It took three months to send it to Hong Kong and back. During that entire time frame, I did not hear a word from Canada Post, and assumed the order got there okay. After retrieving it and walking over to UPS, to my surprise, it got there within a matter of days. It is a huge difference when it comes to efficiency, reliability, confirmation, and peace of mind.

The item was sent UPS on Friday June 24th, with an expected delivery date June 27th. I was skeptical, after the three month ordeal with Canada Post.

But sure enough – they delivered it just as they said they would. What a relief. It was a lovely Schreiner sunflower brooch that finally reached its destination!