FAQ

    help-icon-faq

    Get instant answers with our Frequently Asked Questions.

    What is Cross-Border Shipping?

    Cross-Border Shipping from Shipllama provides freedom for the Canadian shopper to buy from any online US Retailer. You are no longer restricted from shopping on sites that can’t or won’t ship to Canada. You can use Shipllama’s US address and we will then get you your order.
    Click here to watch our video to see the process.

    Why use Shipllama over another solution?

    Yes, there are other services out there that will provide you a US shipping address and arrange for delivery to Canada, but they don’t take care of those dreaded duties, taxes and brokerage fees. This is where you likely close your eyes, cross your fingers and pray that your order doesn’t show up at the door with a big hefty bill. Shipllama is the only one that will work out ALL the applicable charges so you know exactly what it’s going to cost you.

    What is the US address I can use for my U.S. orders?

    When booking your order with the U.S. retailer, use the following “ship to” address: YOUR NAME c/o Shipllama 1501 East Wisconsin St Suite 2 Dock L Delavan, WI 53115-1471 UNITED STATES Do your best to get Shipllama worked into the address. If there is a company name section, then use that. Otherwise, if there’s no place for it, just use your name with the rest of Shipllama’s address information.

    What is some other helpful information to know before I start a Cross-Border Shipping order or quote?

    We understand that you may not know some information when placing your order. i. The question “Where is the product manufactured?” is an optional field. If you don’t know then select “I don’t know” or leave it blank. ii. Enter your best guess as to the weigh and number of packages, dimensions are optional. Please be aware that initially we are only giving you an estimate of the charges. iii. When the shipment arrives at our warehouse we will weigh, measure and inform you of the exact charge. iv. An email will be sent so you can approve your order.

    What if a US online retailer ships to Canada, can I still use Shipllama?

    Yes, you can. We will ship for less than most retailers that already offer shipping into Canada. Just remember when you are comparing the shipping price that you take into consideration whether they are including duties and taxes, as not many US sites include these charges in the shipping fees. If not, then you want to compare only our price without the duties and taxes value. You will have to pay this eventually and if the US site isn’t taking care of it at checkout then it’s very likely the shipping company will be collecting it before they deliver your order.

    How long does it take to receive my order?

    We can’t say how long it takes for the US retailer to get it to us, but once we receive your order, you will receive an email within two business days to inform you it’s arrived. The email may need your approval if there is a change in the price to ship due to a difference in the weight. Once the approval is given, we will ship it out within two business days. Then depending on where you live, and the service you selected, it could take 3-8 business days. If you are in the greater Toronto area it will be sooner compared to someone on the East or West Coast.

    Who do you use to ship the packages?

    We are partnered with Purolator and FedEx, and for Cross- Border Shipping, Canada Post is also available. You can choose the one you like best or the one that is the least expensive.

    What is declared valued?

    This is a term used by the courier company, but it simply means how much do you want to insure your shipment for. There is an extra charge for insuring your package, but like any insurance, when you need it, you’re happy you have it. Without a declared value, most carriers only cover up to $100.

    What is dimensional weight?

    Dimensional weight is the weight of the package measured by the height, length, and width of the package. Shipment cost is based on the greater of the actual weight and dimensional weight, so if you have a really light box in a very large box, they will charge you based on the dimensional weight because it’s taking up a lot of space on their truck.

    What happens if my package is damaged?

    If we detect your package is damaged at our US warehouse, we will advise you of this immediately. We will determine if it’s just packaging damage as opposed to a fully damaged product. If you decide it should be returned, then you will need to make arrangements with the US retailer to get a Return Material Authorization (RMA) and provide us with a return shipping label. If the package is damaged after leaving our US warehouse and on route to you, then you are at the mercy of the carrier you selected to do the shipping. If you insured it for the full value, then you should be covered; if not, then most carriers only cover up to $100.

    What if I want to return my order to the US retailer?

    If you decide to return your order, you need to make arrangements with the US retailers, i.e. get a RMA and return shipping label. If they don’t ship to Canada, then it’s likely going to be your responsibility to get the order back into the USA at your expense. Please keep in mind there could be extra fees such as duties and taxes to get the goods back into the USA.

    What are some prohibited items when shipping from the US to Canada?

    This is an ongoing and changing list, but this covers off a good majority. Cash, money and related items Cigarettes and related products Drugs Explosive, toxic and dangerous products Firearms and weapons Gambling items Lithium batteries and electronic products that require them Miscellaneous (alcohol, counterfeit or pirated goods, documents and personal remains, human remains) Perishable products Precious metals and stones Pornographic and obscene materials Be aware that there are also specific items that are prohibited based on the country where they were manufactured as well as all products from specific countries. For Example, bicycles from China fall under anti-dumping rules which basically means there is a huge duty rate attached that makes it too expensive to import into Canada so we just simply consider this a prohibited item.

    What happens if my package gets held at the border?

    Sometimes there is no reason for the hold other than Customs could be doing a random check. Unfortunately, no matter the reason for the Customs hold, we are at their mercy as to when the shipment can move again.

    What happens if my package is refused entry into Canada?

    This is very likely not going to happen as long as you are shipping everyday goods that are not prohibited. However, for whatever reason, if it’s refused, you would be responsible for any fees, if any, associated with the return.

    Why do I have to pay duties and taxes?

    Haven’t you heard of death and taxes? Well in the Customs world, it’s duty and taxes, and you cannot avoid paying these. As the importer, it is your responsibility to pay the duties and taxes, otherwise you could face heavy fines or even criminal charges for trying to evade payment. It’s a serious offense and surely it comes as no surprise that government, any government, have no sense of humour. As for the official reason, duties and taxes are imposed by the government to generate revenue and to protect local industries.

    What happens if the person is not there to receive the delivery?

    If you selected the option “signature required”, they will leave a slip on your door with instructions on where you can pick up your package. Without this option, then it’s at the discretion of the carrier, if they feel it’s safe to leave it, they may choose to do that. Otherwise, they will leave a slip on your door with instructions.

    What telephone number should I give when ordering from the US retailer?

    Please provide your own telephone number in case they might need to contact you regarding your order. If for some reason the site will not accept your number, please use 905-606-2216 .

    Will there be additional charges after my shipment is sent and paid for?

    If this were to apply, it would only apply to the courier service. All couriers reserve the right to re-weigh and re-measure packages. The fee we charge initially is based on your declared weight/size but the courier will charge based on its measured actual weight/size. Other additional fees that could apply are address corrections, special handling which could be for oversize, over weight, delicate packages, etc. Shipllama reserves the right to pass along any additional fees outside the quoted amount. This could be up to 30 days after the shipment, based on the courier billing cycles.

    What does it mean to “Request a Pickup”?

    This is necessary if you want the carrier, such as Purolator or FedEx, to come to your location to get your packages. Otherwise, you will have to drop them off at a designated depot.

    Where do I go to view my “Pick-up” request?

    At the moment, there is no place to view it, but you will get an email to confirm the request has been made.

    If I requested a Purolator pick-up today, and I add another package after the request is made, do I need to make another pick-up request?

    No, you only need to make one request per day. The driver should take the additional package without any hesitation.

    What’s the difference between Quick Quote and New Shipment?

    Both of these options are for shipments going direct from one address to another. Quick Quote has been provided if you are only inquiring on the cost to ship something. Whereas, if you select New Shipment, this means you want to send the package. You will get a label at the end of the process proving you mean business.

    Why doesn’t a specific carrier show up in the list of services?

    Based on the package details, the missing carrier must not be able to provide the service. For example, some carriers have smaller weight and size restrictions than others. Also, for remote areas, this can limit the choice in who’s willing to drive all that way!

    How do I reprint a shipping label?

    Once you have paid for the shipment, it will give you the option to print the shipping label, but if you have navigated away from this page, go to “My Shipments” and find your shipment. Select the Shipment ID, it will populate with information below. You will now see an option at the very bottom to “Print Label”.

    Are there any special requirements I should know about if I want to use Canada Post?

    Canada Post does not offer a pickup service. You will have to drop the package off at the nearest depot. Click here to find a Canada Post Depot.

    Are there any special requirements I should know about if I want to use FedEx?

    If you decide to use FedEx Ground, the earliest you can book the pickup is the next business day.

    Who do you use to ship the packages?

    We are partnered with Purolator and FedEx. You can choose the one you like best or the one that is the least expensive.

    What happens if the person is not there to receive the delivery?

    If you selected the option “signature required” they will leave a slip on your door with instructions on where you can pick up your package. Without this option then it’s at the discretion of the carrier, if they feel it’s safe to leave it, they may choose to do that. Otherwise, they will leave a slip on your door with instructions.

    What is declared valued?

    This is a term used by the courier company, but it simply means an insurance value. In other words, it’s the amount you want to insure your shipment for. There is an extra charge for insuring your package but like any insurance, when you need it, you’re happy you have it. Without a declared value, most carriers only cover up to $100.

    What is dimensional weight?

    Dimensional weight is the weight of the package measured by the height, length, and width of the package. Shipment cost is based on the greater of the actual weight and dimensional weight so if you have a really light box in a very large box, they will charge you based on the dimensional weight because it’s taking up a lot of space on their truck.

    What happens if my package is damaged?

    Depending on the carrier selected (i.e. Purolator, FedEx etc.), you can initiate a claim directly on the carrier’s website. Here are some helpful hints: a) If you notice damage at the time of delivery, make a note on any paperwork you sign when receiving the package that there is visible damage. b) If the box or package is torn, it would be a good idea to take a digital photo of the damaged packaging and the damaged contents as well. This will help to verify the extent of the damage. c) If you do not receive your package, you should ask to have a trace put on your shipment. For additional detail please visit the Claims section.

    What is Customs?

    We use this term to describe the friendly border security officers that are responsible in monitoring anything and everything that crosses the border.

    Why do I have to pay duties and taxes?

    Haven’t you heard of death and taxes? Well, in the Customs world, it’s duty and taxes, and you cannot avoid paying these. As the importer, it is your responsibility to pay the duties and taxes, otherwise you could face heavy fines or even criminal charges for trying to evade payment. It’s a serious offense and surely it comes as no surprise that government, and the border officers, have no sense of humour. As for the official reason, duties and taxes are imposed by the government to generate revenue and to protect local industries.

    What are some prohibited items when shipping from the US to Canada?

    This is an ongoing and changing list, but this covers off a good majority. Cash, money and related items Cigarettes and related products Drugs Explosive, toxic and dangerous products Firearms and weapons Gambling items Lithium batteries and electronic products that require them Miscellaneous (alcohol, counterfeit or pirated goods, documents and personal remains, human remains) Perishable products Precious metals and stones Pornographic and obscene materials Be aware that there are also specific items that are prohibited based on the country where they were manufactured as well as all products from specific countries. For Example, bicycles from China fall under anti-dumping rules which basically means there is a huge duty rate attached that makes it too expensive to import into Canada so we just simply consider this a prohibited item.

    What happens if my package gets held at the border?

    Sometimes there is no reason for the hold other than Customs could be doing a random check. Unfortunately, no matter the reason for the Customs hold, we are at their mercy as to when the shipment can move again.

    What happens if my package is refused entry into Canada?

    This is very likely not going to happen as long as you are shipping everyday goods that are not prohibited. However, for whatever reason, if it’s refused, you would be responsible for any fees, if any, associated with the return.

    What is Third Party Service?

    Shipllama acts as an agent and assumes no liability. The customer will select a carrier of their own choosing. Shipllama as an agent is responsible only for arranging transportation and related services of goods, not actually performing the transportation or related services and is not to be held responsible for any loss, damage, expense or delay to the goods being shipped.

    Who is responsible for my shipment?

    Shipllama shall under no circumstances be liable for any loss, damage, expense or delay to the goods for any reason whatsoever as the said goods are in the custody, possession or control of the third party carrier selected. The responsibility lies with the carrier selected; however, Shipllama can assist in providing you with the carrier contact information and point you in the right direction.

    What should I do if my shipment is lost or delivered damaged?

    Depending on the carrier selected (i.e. Purolator, FedEx etc.), you can initiate a claim directly on the carrier’s website. Here are some helpful hints: a) If you notice damage at the time of delivery, make a note on any paperwork you sign when receiving the package that there is visible damage. b) If the box or package is torn, it would be a good idea to take a digital photo of the damaged packaging and the damaged contents as well. This will help to verify the extent of the damage. c) If you do not receive your package you should ask to have a trace put on your shipment.

    Who would be handling my claim and processing payment of my claim?

    Shipllama is an agent and as a result the terms and conditions of the carrier selected will apply. It would be the carrier’s responsibility to process claims and, in the event the claim is accepted, the selected carrier would be responsible to settle and pay the claim. Our friendly Shiplllama team can help you with the information you need to get your claim process started.

    Is there a limit to what I can claim for damage or loss to my shipment?

    The standard terms and conditions of the carrier selected will determine the limitation of the amount paid out on any claim where there is no value declared. Every carrier is different and there would be a section on the carrier website to explain what the limitation is. If you are not sure, Shipllama can help you to determine that.

    What if I want to declare a value on my shipment, can I purchase extra insurance?

    Depending on the carrier selected, you may have the option of declaring a value to the shipment and there would be an additional charge applied by the carrier for insurance coverage, based on the value declared. The carrier would calculate and determine the additional charge for insurance purposes and you should be able to pick this option online when booking your shipment so that you can determine what the extra cost will be.

    How do I get help if I can’t find it in this section?

    Our business hours are Monday to Friday from 9 AM to 6 PM. Currently, the best way to get assistance is to send an email to guru@shipllama.com or use our live chat. If you would prefer to talk on the phone then simply make the request when you send the email or through the chat, and someone will return your call. For evenings and weekends, please send an email requesting help and we will do our best to respond in a timely manner.

    What forms of payment do you accept?

    Visa, Visa Debit, MasterCard, Amex.

    Why is the site called Shipllama?

    We like how llama rolls off the tongue, and how it makes you feel. Go ahead, say “llama, llama, llama” 3 times fast. We dare you not to smile.

    What the heck is a llama?

    Llamas are from the camel family, but much cuter.

    Where do llamas come from?

    They migrated to South America from North America about three million years ago.