EggXpert

Greetings All,

Here's some direct info regarding shipping, returns, and accepting delivery of Newegg.ca orders.

Shipping

Will I be charged (import/brokerage/duty/tax) fees when UPS delivers my order?
No.  Any and all fees, brokerage, import charges, duties, taxes, etc. that are due will be charged at checkout, you will not have to pay any more money in order to accept delivery of your purchase.  What you see on the checkout page is what you'll pay for your order.

What if the UPS driver says I owe something?
He/She should not say that, and if they do we ask you to let us know as soon as possible.  I would recommend that you accept delivery and pay the charges (unless they are ridiculous); Immediately contact Newegg Customer Service to report the issue (as it is against our agreement with UPS), they will be able to issue you a credit based on your invoiced order (the credit goes back to the credit card/paypal account you originally paid with). 
Alternatively, you can refuse shipment, in which case you will receive a full refund once it is returned to Newegg. 

Why UPS?
We understand that there have been complaints regarding UPS in the past, especially regarding shipments from the United States. We have a long-standing relationship with UPS, and we believe the system that we have arranged will bypass these issues.
We've worked with UPS to set up "harmonization codes" for every single item we sell; these allow them to easily identify the contents of every package to smooth delivery across the border. It also allows us to accurately calculate fees and import taxes in order to assess them on checkout, meaning customs will not add any charges when the product crosses from the U.S. to Canada (which historically were passed on to the recipient of the package upon delivery).

Returns

What is the procedure for returning products to Newegg?
All returns require an RMA (Return Merchandise Authorization) Number, an RMA Commercial Invoice (required by customs), and a UPS Return Shipping Label. To assist you with this process, all RMAs will be handled through our Customer Service Department.

1. Contact Newegg Customer Service to request an RMA.
2. A Customer Service Agent will issue you an RMA number and RMA Invoice, and create a UPS Return Shipping Label.
3. You will be emailed with the RMA Number and Invoice, and a link to the Shipping Label. Print the Shipping Label and use clear tape to secure it to the outside of the box, and drop it off at your nearest UPS pick-up location.

For further details regarding returns, please reference the Newegg.ca Returns FAQ.

Do I have to pay for return shipping for my RMA?
According to Newegg.ca terms and conditions, yes. However, we acknowledge that every situation is different, and our Customer Service Agents are always willing to take special circumstances into account. 

I received a defective product, and I don't have time to wait for the RMA process. Does Newegg.ca offer cross-shipping?
Strictly speaking, Newegg does not cross-ship replacements. As stated above, however, we acknowledge that special circumstances can be very difficult to deal with when shopping online. Typically we will ask you to place a new order, and we will arrange for expedited shipping as well as a full refund for the original order. In extreme circumstances for accounts in good standing, cross-shipping has been arranged, but please note that this is not standard procedure.

My package is damaged! What should I do?
If you are home when UPS delivers your order, and you note that the package is damaged, we advise you to refuse shipment; the package will be returned to the Newegg warehouse it shipped from.  Refused shipments are automatically refunded in full (order cost & shipping, no restocking fee, 100% of your money back); Newegg will handle the shipping claim.
If your package is dropped off, or you don't notice the damage initially, please be sure to contact Newegg Customer Service within 3 business days of delivery. Make sure to note that you're calling to file a shipping claim, as they are handled differently than RMAs. For further details, you can reference our Shipping FAQ.

Thanks for reading EggXperts, and we'll leave this thread open in case anyone has specific questions that aren't answered in the FAQs. Please note that this post was written and compiled by me, and though I did my best to ensure accuracy, it may contain errors.  If any are reported I'll do my best to update them ASAP.

Regards,
Paul

When Your Package is Delivered...

We've received a few questions about UPS's standard operating procedures for dropping off packages sent by Newegg.ca. I'll list some info and tips here, garnered from my personal experience.
*Please reference the original post if you're concerned that you might be asked to pay anything when UPS arrives with your order.

Is a Signature Required?
If UPS arrives and someone is home, they will request a signature for delivery confirmation. However, UPS will not require a signature if no one is home when they deliver a package; they are authorized to drop the package off without a signature. Please see the next question for more information.

Will UPS drop my package off if I am not home?
Yes, but this is at the driver's discretion; depending on where you live, weather conditions, and other contributing factors, the driver will make a decision as to whether or not the package should be dropped off.
For example, if you have a front porch that is covered and shielded from view from the street, the driver will probably leave the package there. If you're having the order delivered to a business, and there is only a storefront with a single step that opens onto a busy street, the driver will probably leave an InfoNotice and attempt delivery again the next day.
Either way, you can assist the UPS driver in his or her decision by leaving them a note with instructions.

Wait -- I can leave a note for the UPS driver?
Yes! This is the best way to ensure that UPS leaves the package in a secure location, or does not leave the package at all.
If I'm expecting a delivery, I'll check the tracking number (www.ups.com) for the expected delivery date. If it's on a truck to be delivered that day, the tracking number will show "out for delivery".
I live in an apartment on the ground floor, so I leave a note on my front door asking the UPS driver to leave the package inside my backyard gate on the back steps. Please keep drop-off requests reasonable; chances are the driver won't risk sneaking past an angry guard dog or hiking to a distant storage shed.
You can also request that the driver not drop off the package if no one is home; in this case they will leave an InfoNotice, indicating the time they attempted to deliver the package and how many attempts they've made (they'll try 3 times).

Can I pick up my package from the UPS hub?
If at least one delivery attempt has been made, you can pick up the package in person at your local UPS hub. Be sure to bring proper ID, and call UPS ahead of time with the tracking number to get the hub's address and the time you should get there. They'll make sure to let you know a time when the hub is open and the delivery vehicle with your package has returned from its daily rounds.

Thanks again for reading EggXperts, and please feel free to reply to this post if you have specific shipping/RMA questions that aren't answered in the FAQs. Please note that this post was written and compiled by me, and though I did my best to ensure accuracy, it may contain errors.  If any are reported I'll do my best to update them ASAP.

Regards,
Paul

 

To: wyldstallyn

Hi, I am new here. Joined last night and have done a couple of messages. I've been trying to find out about shipping along the lines you mention below, only a little more detailed:

Shipping

Will I be charged (import/brokerage/duty/tax) fees when UPS delivers my order?
No.  Any and all fees, brokerage, import charges, duties, taxes, etc. that are due will be charged at checkout, you will not have to pay any more money in order to accept delivery of your purchase.  What you see on the checkout page is what you'll pay for your order.

Hi, Your above paragraph says in part "any and all fees, brokerage, import charges, duties, taxes that are due will be charged at checkout".

I would like a little more info please. Does this mean there ARE always brokerage fees, import charges, duties, taxes on items bought on Newegg.ca delivered to Canadian customers? You do not say what the percentage or cost of these "any and all fees" are? I've been trying to find out for days, when say a Canadian orders a video card from Newegg.ca is the video card imported from Newegg in the US or anywhere else in the US.? If that is the case, there is usually 13% provincial tax on the video card based on the value of the video card. Also, if the item comes via UPS from the U.S. there are usually brokers fees (their charge for creating Customs documentation) which can be as high as $25.00 PLUS provincial taxes, plus the cost of the item. When sending by USPS/Canada post which I hope you will make a delivery option, there is no brokers fee, just 13% provincial tax for items over $20.00 Can$ plus $5.00 to Canada Post for "handling". USPS/Canada Post International Post (if from the U.S. is much cheaper than importing via UPS from the U.S. if that in fact is the originating point. UPS is more expensive and if you live in an high rise apt. building more inconvenient. UPS normally will not leave packages at apartment doors in apt. buildings.How much would UPS charge for example to deliver a video card (approx?)  I would like to know as much as I can before I order anything. I don't like bad surprises, especially about money.  Thank you.

P.S. How can I use plain text here instead of HTML? also I have to use the slider at the bottom of the screen because the screens too wide and doesn't wrap? 

 

Thanks for the question Rainez,

I took a couple screenshots to help answer this question. If you'd like to know how much you'll pay for any given item to be delivered to your location in Canada, you can add the item(s) to your shopping cart and enter your Postal Code. Once you hit "go", the shopping cart will calculate the shipping charges and sales tax for your postal code, and you'll be able to see the total for your order.

Clicking the small (?) next to "Canadian sales tax" will show the tax rates charged for each province:

To verify the "grand total" for your order, it's best to go through checkout until the final step before order submission, but the listed shipping charge rarely changes in my experience.

After you give your payment information and submit your order, you're done! You won't have to pay one cent (Canadian or US) more, and UPS will not arrive at your door asking you to pay for a brokerage fee. We've already confirmed with many, many customers who have ordered from Newegg.ca; UPS is standing by their agreement with us, and no additional fees are being collected on delivery (as they are all paid in full at checkout). If they do -- as stated in the first post of this thread -- let us know! We'll be sure to investigate and rectify the situation.

Regards,
Paul

Thank you for the information Paul. Yes, I know PST and GST has to be paid on goods imported from the U.S. which would be the same if buying in Canada. (13% total taxes in Ontario in my case). I think you have answered what I was trying to find out, which was, is there *any* brokerage fees? From what you say above, there *is* a brokerage fee, which is not listed separately. It looks to me like it is included in shipping cost of $54.69 in your above example. Am I correct? It would be good if you were set up to have a warehouse distribution site in Canada like Amazon.com (U.S site) and Tigerdirect.ca and others as the products would be shipped within Canada so there would be no border/brokerage fees making shipping charges cheaper.It would also make it easier for Newegg.ca to offer Canadian customers choices of carriers, including Canada Post which is reliable and usually cheaper in most cases than couriers, depending on the weight of the item, and/or also you could offer choice of couriers if customer desires. This would also be to your benefit.Well, maybe that will come later for Newegg.ca Thanks again for your information. It will be helpful to others as well.

 

 

Just some additional info about contacting UPS.

UPS has a separate 800 number for Canada.  The number is 1-800-263-8125.  They also have a number for international export/import services, which is 1-800-782-7892. 

From what we understand, if the package is still inside the US, going to Canada, you will need to use the international export/import services, which is 1-800-782-7892

If the package has already crossed the border into Canada, you will need to use the Canadian UPS number, which is 1-800-782-7892.

 

 

Hi Rainez,

To answer your question (and my apologies for the delay), I believe the brokerage fee as arranged with UPS is $1 for all orders, and this is rolled into the shipping charge that you see on checkout.

As far as a warehouse in Canada goes, this has been suggested multiple times and has definitely been brought to the attention of the decision-makers here at Newegg. I hope to bring you good news about this possibility in the future; for now I can say that it is under serious consideration.

- Paul

wyldstallyn:

-

Clicking the small (?) next to "Canadian sales tax" will show the tax rates charged for each province:

....

Regards,
Paul

Hi, wyldstallyn (Paul)

I just signed up with this forum.  I do have have one question on the sales tax.  On the image above under "Canadian sales tax paid on your behalf", with the entered postal code of K0B 1A0 (i.e in the province of Ontario) the the total sales tax is 13%.  However, when I do the math the total should be $142.99 x 0.13 = $18.58 and not $18.74.  Where is the extra $0.16 coming from?  I did a mock up for video cards, PSU, CPUs, etc. and there is always an additional cost on top of the actual calculated sales tax.  On other thing.  Could I suggest that Newegg itemize the sales tax instead of showing the total sales tax?  This is how it is done retail stores in Ontario and in all e-tailors in Canada.

Thanks,

FOCI 

 

Hello Foci,

Thanks for bringing this to our attention, I did some shopping cart testing with various Canadian postal codes and there does seem to be an extra $0.15 or so added to the tax amount. 

It's possible that this amount is there for a reason, or that it's a system error that's mis-calculating the tax. I've notified the appropriate parties and will let you know as soon as I can verify this one way or the other.

Best Regards,
Paul

Update:

I was able to confirm that the extra ~$0.15 is being added to the tax because of the $1.00 (USD) brokerage fee that is rolled into the shipping charge. Although shipping is not taxed, the brokerage fee is.

$1.00 USD = ~$1.24 CAD

Ontario
$1.24 x 13% = $0.16

Manitoba
$1.24 x 12% = $0.15

It's understandable to me that this would cause confusion, as the shipping charge is listed after the tax, and the $1.00 brokerage fee is not itemized individually. I made some suggestions for ways we can eliminate this confusion; at the very least we will be providing an explanation for it in the Tax tooltip.

Thanks again for bringing this to our attention, and please let me know if I can provide further clarification!

Best Regards,
- Paul

Hi, Paul

 Thank you for the quick response and explanation.  As mentioned in my post above, perhaps it would be helpful if the brokerage fee, PST and GST be itemized at the checkout screen.  This would definitely remove any concerns/questions from others wanting to purchase items from Newegg.ca.  I for one is considering this, although at this moment, I don't see any benefits since the high shipping fees negates this.  Direct Canada (British Columbia) offers $9.99 ground shipping (on certain popular items) and if the total cost is over $300, shipping is free (again on certain popular items), in addition to the fact I do not have to pay PST since I reside in Ontario.

However, I will keep watching Newegg.ca if they can be more competive in price and shipping rates with Canadian e-tailers.

Regards,

FOCI 

  

 

One thing that this thread brings up for me is the additional costs of having to pay for shipping and PST. One retailer I buy from (located IN BC) does not charge PST and another retailer that has a brick and mortar store in my town will order anything they carry for me. I do pay PST but I do not run the risk of having to pay for RMAing an item nor do I have to pay for shipping. Having to pay PST and shipping does make the appeal of NewEgg a tad diminished.

Good day Paul.  My main issue with UPS is with them dropping off the package.  I live in a "bad" area  and don't want parcels left on my doorstep, or between the house and garage. My only  order was left outside, in the middle of a freezing rain storm which turned into snow.  I wasn't in the city and had to call a friend to come pick it up the next day. A driver  leaving a parcel in a snowstorm, outside in a bad area is common UPS practice.

The suggestion to leave a note is not an option.  The note is the same as posting "Rob me, I'm not home".  Most police don't recommend leaving "I'll be back in a while" notes on your door for the same reason.

Here is a suggestion.  Could you add a signature required option to the order page.  An info box added to the option would explain that a signature required means the item will not be dropped off but may require you to travel to the sorting facility for pickup.  I don't know how feasible this is to implement on the order page.  Getting the UPS delivery to stop forging customers signatures is another problem (yes, it happens).

Thanks for the work on the faq.

 

Chris 

 

 

Sorry if this is the wrong place to ask, but I was wondering about my invoice number. I'm in the process of filling out a RMA and on the Commercial Invoice form it asks for my invoice number and I can't seem to find it anywhere. I check my account on Newegg.ca and it didn't list it. Any help with that would be greatly appreciated.

 Thanks,

Greg

Sorry if this is the wrong place to ask, but I was wondering about my invoice number. I'm in the process of filling out a RMA and on the Commercial Invoice form it asks for my invoice number and I can't seem to find it anywhere. I check my account on Newegg.ca and it didn't list it. Any help with that would be greatly appreciated.

Thanks,

Gre

The commercial invoice is for shipping purposes, and may not have been inside the package (I'm not sure - it may even depend on the package). I know that sometimes it's in the plastic bag attached to the outside of the package, but I can't remember with NewEgg packages.

I'd try the live chat or phone support, maybe they have some trace of it or can help you.

http://www.newegg.ca/HelpInfo/CustomerService.aspx

Now that there's a Canadian warehouse, are we going to see a lot more shipping options in the future? UPS in my small city is absolutely horrendous--Canada Post is vastly superior. I'd love to be able to ship something standard old Canada Post as I'd get it way faster than UPS can. Xpresspost would be amazing.

 Right now I'm waiting for a package shipped from the California warehouse to Western Canada--it shipped October 23rd and it still isn't here. It looks like it'll get here Wednesday or Thursday (it's still far away)  which is 12 or 13 days for delivery. Brutal.

 As it stands now with UPS shipping and some items still coming from the US warehouses I won't be ordering from Newegg anymore. It's way too slow.

scouzer:

Now that there's a Canadian warehouse, are we going to see a lot more shipping options in the future?

Wow, big question. I think they probably will...why not? newegg is going to rock the world with their great service and competive computer stuff, but right now they still have a long way to go. Give it some time to improve and grow, maybe you should only consider ordering stuffs that are not in an urgent need from newegg if u can't wait too much

Disappointed that Newegg.ca is still shipping from NJ rather than Toronto. Ordered product on Nov4th and I will be lucky if I see it by Nov12 (since 11th is a holiday). I incorrectly assumed that the products are being shipped from Toronto now and would only take 3 days. Wished I had known that was not the case as I could of ordered elsewhere.

 

 

cornfused, you may get it earlier than you're thinking. I live about an hour east of Toronto, and I get NewEgg shipments from NJ consistently in 2 days. Not sure where you live, but UPS' estimates may be a day or two off in your favour.

Scooder:

cornfused, you may get it earlier than you're thinking. I live about an hour east of Toronto, and I get NewEgg shipments from NJ consistently in 2 days. Not sure where you live, but UPS' estimates may be a day or two off in your favour.

Well Ilive in Winnipeg and the pkg has not reached Minneapolis yet as of Sunday evening. UPS shows scheduled delivery date of Nov 11th. One week after I ordered the product!