Imports fees on advanced Trident replacement orders

[chocice1]

Title says it all, got notified by UPS on day of delivery about a $70 import fee owed before they deliver. Neptune has not responded when I asked why this was not noted when I inquired about options to service my unit. They kept saying shipping was covered both ways. I’m not happy, clearly, and wanted to ensure no one else outside the US was also blind sided.

 

[Mr. Mojo Rising]

I've ordered a few times from the U.S., I've always had customs fee's to pay on delivery. I agree its an unpleasant surprise.

 

[areefer01]

Remove Neptune for a spell, Is not cross border shipping/customs and import fees known?

 

[Sawacoral]

Can you buy locally?

 

[chocice1]

Unpleasant surprise for sure and import fees are known. I am surprised however as I do not view this as a purchase of a good. Neptune is sending a replacement unit in place of repairing mine and sending it back. Has anyone done the send and repair instead of the advance replacement? If so, were you also subject to import fees for a product you already purchased and just sending for repair?

 

[Jamie814]

If so, were you also subject to import fees for a product you already purchased and just sending for repair?

It is kind of crappy, you shouldn't have to pay duty on the item, but I guess the import tax amount would be based on what Neptune put as the declared value on the parcel. UPS also charges a brokerage fee to clear the parcel.

 

[chocice1]

Neptune sent some info today. Looks like non-warranty repairs or replacements are subject to imports fees by their courier (duties, taxes, brokerage fees). That aside, the unit they sent me does not work. Valves look to be sticking and runs for over an hour each time, ultimately failing at Test A or Test B.