Not impressed with ELF Customer Service

So it's my first time dealing with ELF and their products. So I decide to send in a question about thier suspect additional 8$ charge to ship to us Canadians.

So I sent them this letter:

"Name: Hi, I'm technically a new customer, I'm deciding whether or not to buy from you guys. When I noticed that you are charging an additional $8 to ship to Canada (where I live). So, I would like to know, why you guys are charging an additional $8 AND what do you guys do with this money? I want to know where every penny of that 8 dollars goes. And I don't want a generic response, I want an honest answer. Thank you very much."

And got this in response:

Thank you for your interest in e.l.f. Cosmetics.

Any Canadian Order that has a value over $20 USD (not including shipping) will incur the following charges: $5.00 customs handling fee and a 6% GST Tax, as well as local Provincial taxes (where applicable).

These charges will be due to your mail courrier upon delivery of the order.

Please contact us with any further questions.

Sincerely,
the e.l.f. team
e.l.f. Cosmetics Affordable Luxury
Ph. 212-239-1530

So at this point in time I am really not impressed with ELF at the moment, or shall I say their automated email service since clearly nobody actually read my email.

Therefore I have to ask: Does anyone know why they are ripping us Canadians off an additional $8 other than to keep the prices low for our American friends?

	[ 4 Comments ] [ Created 6 months ago ]


	Comment by: Caitlin to me it sounds like they answered your question to the fullest. i have dealt with their customer service three times and every time they have been straight to the point and kind. i think they took the time to answer your question completely.

[ Commented 6 months ago ]


	Comment by: Ashley They did answer your question. They told you about the $5.00 customs fee, the 6% GST tax, and then an additional province tax so right there could be a full extra $8.00. The American shipping is $6.95 or so which is steep and sucks so I get why the extra money would suck for you but you have to remember that they are an American company and Canada is another coutry and while most companies don't charge extra for Canandian shipping, ELF does.

[ Commented 6 months ago ]


	Comment by: Brooke I agree with Ashley, and also wanted to add that I've worked in wholesale shipping and it's not just about the taxes, but about shipping to another country through US Customs. In order to verify that there's nothing hazardous or illegal in the shipment, an additional charge is added. There's also a certain level of insurance that's usually placed on a shipment that's going a far distance so that if something happens in flight, you will be able to get a refund and they won't lose money in the process. Most of the people who work at ELF probably have a list of template responses based on the questions asked, and if they know more, they'll say that, but if they don't, you're dealing with the customer service people, NOT the shipping people. It is different and they only know as much information as they've been provided.

[ Commented 5 months ago ]


	Comment by: Belle Actually, I just ordered from them. You have to pay $8 for shipping from the border to your house (within Canada). They only give you "free shipping" from their warehouse/factory to the border, hence the $6.95 off. Then once you receive the package, you have to pay the additional customs and taxes for import of goods from another country. So... its $8 + $5 + your provincial taxes. Hope this helps.

[ Commented 2 months ago ]