Interesting Trend...

[NeHe]

I've noticed some interesting trends lately with sellers. I wont mention names, but both companies are quite large... perhaps the biggest two? When buying from these guys for the last few months, I've had nothing but amazing things to say about them both. Customer service above and beyond! So friendly in fact, you wanna buy from them, just cause you like em so much.

Now the trend is this. After making a few big purchases at each store (big = almost $1k at each) things just got better... until... the recommended shutdown of ecigs in Canada. I have 5 orders piled up in customs. Just sitting there doing nothing. Need product, but I don't have any money left to risk on product I may never get.

So I emailed one of these guys and asked if they can tell me why the package may be held up... not as stupid as it sounds... I have other orders from smaller overseas guys clearing customs in under 24 hours with content just as questionable.

No response! I ask for advice on what should be done next... no response. Basically the same guys that were telling me there's nothing to worry about, order big, etc... have all but vanished now that I need their help. Can't even write back to talk about orders that went out recently and haven't even gotten to customs yet.

I find this quite appalling! I mean, don't tell someone "I checked and you are wrong, these items cleared customs and you should have them soon", if they haven't cleared, and you haven't called. Don't tell people it's ok to order big when other buyers are telling you they also have packages sitting in customs for weeks on end.

Isn't it the sellers job to figure out what's going on? and if the item can't be delivered because of the HC announcement... request that the package be sent back? I mean I have no problem paying duty, waiting for forms to be fixed, or paying for the shipping back (although I'm not sure I should have to)... but right now I don't think they are doing a damn thing. As in nothing at all... I'm pretty sure unless my mails contain the words "ORDER PLACED", my mails go straight to trash.

And No, I am not the nagging type or the type sending off 100 emails a day. I've sent a few carefully worded emails (maybe 2 over a 3 week period of time).

 

[BeRight]

I noticed that on one of the China supplier's site they do mention that customs is not their problem. Which seems right to me. A supplier cannot intervene in another or even their own countries customs.

If product is returned to them they will provide refund minus any cost of doing same :i.e. return shipping cost/restocking fee.

In some cases customs does not return product to supplier.

In some cases customs officials will contact you about ordering a product that is banned from your country.

At least this has been my experience.

 

[Hangar]

I don't care who's responsibility it is to have to deal with customs issues...in a case like this where you are a paying customer your supplier should have at least replied to your plea for help and more information one way or the other, instead of just ignoring you. That was wrong no matter how you look at it and i certainly would not be doing business with them again.

Im just curious in a case like this where a customs glitch is involved where you never received the order and the seller is not responding, how would the banks handle it if you tried to get a chargeback on the credit card?...would they do that?

 

[Boston George]

Customs is blacklisting manufactures and making a clear stance against e-cigs. If you attempt to import them, you are throwing dice. Don't be shocked when they come up snake-eyes.
I am sorry for your loss, it sucks but that is the state of e-cigs.

 

[Devilstar2k2]

I use Paypal for everything... Unless they have proof that something was delivered to your door, you get your cash back.

 

[Hangar]

Customs is blacklisting manufactures and making a clear stance against e-cigs. If you attempt to import them, you are throwing dice. Don't be shocked when they come up snake-eyes.
I am sorry for your loss, it sucks but that is the state of e-cigs.

George - have you heard yet of anyone with small personal orders (1 or 2 kits, etc.) ALSO having customs problems from those manufacturers, or is it only the larger orders so far?

 

[taz3cat]

Some of the china sellers are no longer using Paypal.

 

[NeHe]

Customs is blacklisting manufactures and making a clear stance against e-cigs. If you attempt to import them, you are throwing dice. Don't be shocked when they come up snake-eyes.
I am sorry for your loss, it sucks but that is the state of e-cigs.

I understand this, but at least 3 of these orders were placed well before the ban... 1 of them entered canada in March (meanwhile other orders were just flying through in under 24 hours), the other two were ordered well before the ban was official, but unfortunately took long enough to get here, they were probably in the first batch of "ok customs workers get out there and bust some ecig ...".

I don't know how they can announce a ban, and then start stopping items even if they were purchased before the ban. That would be like you ordering furniture from overseas and on the 2nd month of waiting (the same month the order is to arrive), customs saying "Oh, this type of wood is no longer allowed in your country"... and then turning around and holding your furniture indefinite instead of calling the buyer ASAP or shipping it back asap.

 

[mssenterprise]

My personal opinion about the whole customs problem and the reason countries are banning them is "THEY HAVE NOT FIGURED A WAY TO TAX THEM AND SEE IT AS A THREAT OF LOOSING MONEY FROM PEOPLE NOT BUYING TOBACCO PRODUCTS" well in the US anyways they Tax EVERYTHING and give NOTHING. Im not sure how or if they tax tobacco products in other countries

 

[NeHe]

My personal opinion about the whole customs problem and the reason countries are banning them is "THEY HAVE NOT FIGURED A WAY TO TAX THEM AND SEE IT AS A THREAT OF LOOSING MONEY FROM PEOPLE NOT BUYING TOBACCO PRODUCTS" well in the US anyways they Tax EVERYTHING and give NOTHING. Im not sure how or if they tax tobacco products in other countries

And the problem I have with that is that I could care less about paying taxes... if that's all it takes to get my order released then fine... I DO NOT have a problem with that. But holding stuff without any type of notification is VERY frustrating!

 

[ISAWHIM]

The item is not yours, until it is in your possession... the company still owns the devices, and is responsible for having the adequate import taxes paid. (Optionally, you can pay them, once they have detained the item, moved it to a payment location, and logged the mystery contents, and the contacted sender has stated that you are going to pay, not them. This takes up to two weeks, since there are so many items trying to skirt under the law.)

If you have not received your package... stop payment, cancel transaction, etc... It is the sellers loss, not yours. If the items eventually make it through, you return the money. (The credit card company or paypal needs to know, so they block others from trying to buy from that dealer with credit cards and paypal. Plus, your money will be safe if they decide to skip-town or claim bankrupt.)

It also helps if you don't order whole kits. (Since they are labeled as a cigarette device, and come with questionable liquids and batteries.) If you are buying that many items, think about buying all separate parts, and using your own package/instructions. As a reseller, you will soon be in the same boat as they are, so this is actually saving you money. (If you were in their shoes, with several customers awaiting product, and the state has raided your shop, holding all your items in evidence until trial... there would be nothing you can do.)

Since this whole super-hunt just began... There is no way that other customers could have had packages held for weeks. Those who have had packages held, usually end-up getting through in a few days. It would take up to a week before they realized anything was out of the ordinary, since they assume the items would make it through, as they had in the past. (EG, thinking they are just delayed, not repossessed as evidence.)

In any event... You knew the risk when you ordered. It is too late to pretend that you had no idea what you were getting into, after you state that you even went so far as to asking them about the delays. Customers don't order 1K worth of product, resellers do. Customers are end-users of a single product.

I hope it all works-out, as this witch-hunt dies down. Now you have an obligation to demand that you will not make any more orders from that company, until they can confirm, "In writing", that this will not happen again. (The only way they can state that, is if they have made the required changes to stop that from happening again. EG, selling you a legal device that is not a concern to the customs agents.)

You would have gotten guns, cigarettes, bongs and hookahs through customs faster.

Next time, don't throw all your eggs into one basket. Assume your package will be delayed, or never delivered. Use the other half of your eggs to buy from another location.

This is the other good thing about buying OEM products... No labels. For all intense purposes, these are just flashlights shaped like cigarettes. (When you request the ones without sample-liquids. That is what makes them illegal for import, besides the word "Cigarette" on the box, when the device is not an actual cigarette.)

 

[Cloud9Smoking.com]

I use Paypal for everything... Unless they have proof that something was delivered to your door, you get your cash back.

DevilStar is right. If you used a credit card or PayPal, all you would need to do is dispute the charge with a claim on "non-receipt". You will likely get your money back that way.

Regarding your experience, I do feel for you and I hope it works out. You can try contacting customs yourself and ask them what the story is. Hopefully they will tell you that it is cleared or at least being turned back (as opposed to being seized or destroyed).

I do know that we have never played any games like you describe may have been played on you. One customer emailed us about shipping to Australia, I simply told him the truth, that they are illegal and may be seized by customs and the risk would be his. He opted not to make the purchase.

 

[NeHe]

Well, you have a few facts incorrect in regards to my situation... I did not know there was for sure going to be a ban when those orders were placed, and having the items stuck in customs did not cross my mind once.

As for the big orders... I am not a reseller. I am a fanatic just like a few others on this board. I see something new, I get it. If I bought the very first item that I stumbled across and never tried any other product, not only would I be missing out on the range of quality each item offers, but the interesting features (manual vs automatic). I also have a spouse and brother that wanted their own. 3 pens alone after shipping, conversion to canadian funds, etc... is a crap load of cash. Then you add usb cables, cartridges (unique flavor(s) for each person), spare atomizers, batteries, sampler packs, juice in 30 ml and it all adds up. I would think a reseller would laugh if you told them they could run a business on a $1k investment.

The first box that is now being held was a big order, that was split in two (hardware/liquid). The liquid is what's being held. Why so much liquid? because there was TALK of a ban coming... I bought one of each flavor in 30ml, a few non nicotine flavors in hopes I could ween myself off (worst case scenario), etc. Stocking up basically... It's not like others weren't doing the same thing!

Final note, I have not put all my eggs into one basket... I have put the majority of my big purchases into this basket, because they have the hardware I like, at one point... the customer service I valued, and before the ban, shipping was amazing (1 week tops).

I appreciate the fact that you took the time to write a story, but really, I don't see the point of any of it... Congrats to you, if you can get more for your dollar than I can. How would telling the seller to make sure their items clear do anything in regards to juice? If it's banned, there is nothing they can do to make it clear customs (legally). And when did I ever say I was going back on what I thought... When these packages were ordered, there was NO ban... there was a warning... that had just come out... which any normal person would take as a sign to get big orders in fast! I asked if items had been denied because I see posts going back months asking the same questions... I'm a cautious person... are you telling me, you never ask questions of the people you buy from? even if you figure all the talk might just be "a scare tactic" or "plan to get people buying"?

 

[Fedor]

From what i understand, credit card companies will not accept chargebacks for items that was stopped/ seized by customs. Especially when it is considered illegal in that country. Someone please correct me if i'm wrong cos i hope i am.

I am not so sure with Paypal. My guess is its the same.

My opinion is if you wish to buy in bulk from China, do some research on the suppliers in this forum. Many suppliers announce delays of their stock arriving due to customs issues. Check the models that the supplier carry. You will then get an idea of which companies are blacklisted/ targeted by customs. Avoid buying from these companies.

Check for suppliers who almost never encounters supply problems but at the same time, has healthy sales. Check the models they carry and that company/ manufacturer is likely to be safe, for the time being at least.

Its not a foolproof way but worth considering. Just my 2 cents...