LL - International Shipping Process

International Shipping

View: How to place an international order via sticky: https://www.loom.com/share/2a469b5563fe4efa8bfdf3bc824e3fc5

All SCS and DML items (products) are eligible for international shipping - this also applies to RME customers ordering SCS products.

Shipping fees:

Country: US Free Shipping
Country: Canada $14.50 ($10 + a $4.50 duty)
Country: Australia, New Zealand, South Africa, Mexico, Philippines, Norway, Sweden, Ireland, France, Spain, and Germany $10

(The shipping method will need to be manually selected in Sticky.io when placing an international order)

In Sticky SELECT:

Free Shipping to US customers only****
Choose Standard International (ca) for Canada select (8)
Choose Standard International for all others select (7)

The sticky order page defaults to "Free Shipping" you will need to manually change it!!!!

note: if a sticky customer wants to place orders for multiple items at the same time you only need to charge one shipping fee

In zoho - select the appropriate country from the drop down and the free should be automatically applied on the "items" screen.

Delivery times:

US - The average delivery time is (5-7) days.
Canada - The average delivery time to Canada is (10-14) days.
AU/NZ - The average shipping time to Australia is (21-30) days.
All others - The average shipping time is (21-30) days.

Most packages will reach the customer within these times however depending on customs inspections it could take a week or so longer in some cases.

For this reason, we will not do a $10 courtesy refund or a reship for delayed delivery until:

10 days have passed in the US.
21 days have passed for Canada.
30 days have passed for AU, NZ, all others.
(Unless it is an escalated situation).
Or it is obvious the package has stalled, become lost, or has been destroyed.

Tracking:

International packages will be issued a "reference number" like in the image below. In most cases this number will link to a tracking page that will show the package has left our warehouse on a specific date, however, typically there will be no more tracking updates until the package reaches their country, is inspected by customs, and handed over to their local Postal service (Canada Post, Australia Post, etc.) where a true "tracking number' will be assigned.

**Once their local post assigns a local tracking number they will begin providing updates at that time. Our tracking should update with their tracking number once it is assigned.

**International Order examples: order id's shipped by Pitney 3164876, 3165333, 3165047

Also, see How to track a Canadian order via JetPack - https://the-hero-co-ll.helpscoutdocs.com/article/2162-ll-how-to-track-a-canadian-order-via-jetpack

Additional Duty Fees/Taxes:

If a customer complains that they were charged an additional duty or tax by their local post office to pick up their package, ask them to send us the receipt and we will refund that amount from the amount they paid for their product.

(This means should they ask for a refund in the future, their total amount refunded would be reduced by this amount).**

Saved replies: International delivery delayed - address Confirm

Hi Name,

Thank you for your email and for ordering (BRAND) products. I apologize that your package is taking so long to reach you and I am happy to help you get this resolved.

International delivery times vary depending on location. Due to lengthy customs inspections, in some cases delivery may take up to 21 business days. During the transit time, you may not be able to obtain updated tracking information on your shipment until it has been cleared by customs and passed to your local carrier where it will be assigned a tracking number. Current tracking information indicates your shipment is xxxxxxxxxxstatusxxxxxxxxxxxxxx

Again, I'm very sorry for the delay. I'm sure you're anxious to receive your package and get started. Rest assured it is on its way and should be there soon. In the meantime, please let me know if we have your correct address:

international shipping delayed - address already confirmed

Hi {%customer.firstName,fallback=%},

Thanks for your email and recent order. I'm very sorry your package is taking longer than expected to be delivered. I know you're very anxious to receive your product and get started. Your order was shipped on DATE and has been assigned a reference number (NUMBER)

Current tracking information indicates your shipment has:

Once it reaches COUNTRY it will be:

inspected by customs

passed to the COUNTRY post

issued a new tracking number.

Please keep in mind, delivery times from the US vary depending on several factors:

method of shipping (ground shipping)

length of customs inspections

local postal carrier delays

In some cases, total delivery time from the ship date may take up to 14 days but is generally estimated to take between 7-10.

Your current Reference # is:

Here is your tracking link: Again {%customer.firstName,fallback=%}, I'm very sorry for the delay. Please rest assured your package is on its way and should be there soon. If you have further questions please let me know, I'm happy to help!

shipping process confusion

Thank you for your feedback about your order. I'm very sorry your delivery is taking longer than expected.

Your package was shipped on [DATE] and will be delivered to you via Canada Post. Once it reaches CA from the US and is inspected by customs, it will be scanned and will then be trackable through the Post Tracking link. You will not be able to track your package until it has been transferred to the post and assigned a tracking number, this is why you are unable to see tracking information currently. Until it reaches your local carrier it is assigned a package reference#: 40601378The tracking Number is: not assigned yet.

Or you can click on this link

Canada Post Tracking Site Confusion

I'm sorry you are having problems tracking your package.

The Canada Post Tracking page is a bit confusing.

It offers 3 options to track your shipment: by tracking #, by delivery card notice #, and by reference #.The number we provided you with as your tracking number is in fact your package's "reference" number. Reference numbers are issued until the package passes through customs and is assigned a tracking number by the local delivery company.

Their search method always defaults to Tracking Number, so you have to look at the options below the box

where you enter your tracking number and select "Track By Reference Number". Then enter your reference number into the box.

Your Reference Number is: [REFERENCE NUMBER]To check the delivery status of your package at any time please visit the Canada Post website and paste in your reference #.

Canada Post Website:http://www.canadapost.ca/cpotools/apps/track/personal/findByRefNumber?execution=e2s2

I apologize if this seems confusing.

Please be assured your package is on its way and should be available for you to track soon.

Shipping Status Canada

Hello Name, Thank you for contacting BRAND today! I'm sorry that your order hasn't reached you yet, and I apologize for the inconvenience this has caused you. I understand you're anxious to receive your product and get started. I'm more than happy to help!

From experience, we usually give international orders 21-30 days from the shipment date to monitor for any changes. Once the item reaches Canada from the US, it will be inspected by customs. Customs inspections can take a few days and once approved, the package will be transferred to your local carrier and assigned a tracking number. It will then show on the Tracking page.

The updates that you see in the tracking link are only updated when the package is scanned by the post. It is possible that the package may be on its way already but was not scanned. Therefore, the updates may not be as accurate as we'd hoped.

Currently, your item arrived in Canada customs on DATE and appears to have been handed off to your local carrier.

The local carrier has issued a tracking number: 7100848319180260You can track it here: https://www.canadapost.ca/web/en/home.page