With BorderGuru, you are adding a convenient service for your international shoppers. However, not all customers may know how BorderGuru works, so we do recommend adding some content on your website that explains our service to the customer. Your web shop's FAQ section or any specific messaging you may have to international shoppers would be good places to put this info.
Here are some suggestions for content that you may use to introduce BorderGuru to your international customers:
FAQ International Shipping
What is BorderGuru?
BorderGuru is an innovative subsidiary of the Hermes Group, Europe’s largest private express shipping company. BorderGuru’s services include the logistics, customs clearance and delivery of global eCommerce shipments.
Why Use BorderGuru as your shipping service?
BorderGuru provides a secure, fast shipping service across borders, and allows you to track the progress of our order at every step of the journey. The shipment run-times will be on par with international express shippers, while you are getting much more economic rates with BorderGuru.
However, the main advantage of this shipping method is that it allows you to see and pay any import fees (such as duties and taxes) at checkout already, and that BorderGuru handles all customs clearance procedures for you at no extra cost.
What are the "import fees" and why must I pay for them?
The import fees consist of multiple components, depending on the specific destination countries. Some very common components of these fees are taxes and duties: Every country has their own version of a Value Added Tax (VAT) or Sales Tax, that they charge on almost every purchase made. This is a nonnegotiable tax that we all must pay when we are making a sale in the respective country. In addition, countries sometimes charge duties as an additional “fee” on goods that are imported from abroad.
Because these import fees depend on many different factors (value of goods, country of origin, type of good, etc.), it can be difficult or even impossible for online shoppers to understand how much they will end up paying for their purchase apart from the product and shipping. However, BorderGuru calculates the exact amounts for all import fees that will apply to your shipment at checkout and lets you pay all of those up front. We provide transparency and a breakdown of what you are paying in total.
Will I need to pay any import fees other than those calculated by BorderGuru at checkout?
BorderGuru calculates the taxes and duties right when you place the order and allows you to pay all of these fees up front. Because of this, your BorderGuru shipments are shipped out on the incoterms “DDP” (Delivered duty paid), which means that all applicable taxes and duties are billed to the sender. You, as the recipient, will not need to pay anything else after placing the international Order with BorderGuru as the shipping method.
How long will my order take to get delivered?
When using BorderGuru, you are provided with an express-level shipping service. Our Orders are shipped into their destination countries via air freight, so we can guarantee quick deliveries. Depending on your destination average delivery time will be between 4 and 12 business days from the day of shipping.
How can I track my BorderGuru package?
With BorderGuru, you can track an international shipment just like tracking a regular domestic package. You will receive a ship-confirmation email with the tracking link in it. This link provides updates as the shipment moves towards you, so you will always know when and where your order is and how long it will take for you to receive it.
Who will deliver my package if I order with BorderGuru?
BorderGuru has a worldwide network of last-mile delivery carriers who perform the actual delivery. Our Partners are well-established carriers in their respective regions, so your shipment will likely be delivered by a provider you already know.
Since BorderGuru already takes care of the Customs clearance of your shipments, you will receive your shipment directly at the ship-to address you indicated. You do not need to make a trip to your local customs office.
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