My girlfriend ordered some stuff from China for her business in Thailand, total cost was around 7,000 baht for 50 pieces.  It arrived via DHL and immediately got stuck at customs.  She had FDA approval already for the product (and had imported before via a different shipping carrier).  They asked her to get an import license (or license per invoice) for this shipment which she got (paid 1,000 baht for someone to get it for her).  This took around 2 weeks. DHL then went to customs and came back with three things they want to do/need:

1. Want factory papers showing ingredients from the factory (which Thai FDA has already approved for her).

2. Open packaging to look at product to see if ingredients match.

3. Picture of product from factory.

 

It has now been 25 days since it got stuck at customs and DHL said within 5 days the shipment will be given to the gov't due to it's 30 day holding limit.  The 3 points above would be very difficult to get (and at the very least would take several weeks) as she buys from a distributor and not directly from the factory).  She then requested to have the shipment returned and they said "since DHL already talked to customs, we can't return it", which she was never told before.

 

This has been incredibly frustrating and looking for any suggestions or advice on how to handle this.  At this point returning it would be the best move forward but DHL is refusing.  Any advice is much appreciated.

Thanks.

First obviously never use a courier but choose snail mail if its not urgent

secondly you need to go there and plead. Ive found staff at holding centers to be very flexible and twice have received items without correct paperwork but you need to put on your best humble but distressed face on

 

Edited April 24, 20188 yr by InMyShadow

There is not much that you can do, other than give them what they request or go there in person and offer some tip to maybe get it.

On Thaivisa are many threads that say never ship with couriers like DHL to Thailand, always use regular mail.

6 minutes ago, jackdd said:

There is not much that you can do, other than give them what they request or go there in person and offer some tip to maybe get it.

On Thaivisa are many threads that say never ship with couriers like DHL to Thailand, always use regular mail.

I know you mean well but my offer of a 500 baht tip was met with a stern response "sir this is fraud!)

I wouldn't recommend it with security cameras and there will be

they cant stop it from being sent back if it has not been finalized and you do not want it, think you will find someone is going to pocket money out of this. If an item is not accepted into the country or you do not want it you are allowed to return it to the sender at your expense, it is basically theft if they refuse to allow it to happen, dhl are just thieves and will rip off everyone if they get the chance

 

Edited April 24, 20188 yr by seajae

1 hour ago, seajae said:

they cant stop it from being sent back if it has not been finalized and you do not want it, think you will find someone is going to pocket money out of this. If an item is not accepted into the country or you do not want it you are allowed to return it to the sender at your expense, it is basically theft if they refuse to allow it to happen, dhl are just thieves and will rip off everyone if they get the chance

 

Utter nonsense, if you import stuff you are responsible for the correct paperwork. Customs has the package and DHL isn't responsible for the lack of paperwork. You bought the stuff and can't make the seller responsible for the problem with customs. 

Just use snail mail never had a problem stuff sent by DHL still in customs years later as far as i know .nothing but problems at customs

Sent from my SM-A720F using Thailand Forum - Thaivisa mobile app

if it is not acceptable to them then they have to give the option of having it destroyed or returned to sender at customers expense, this happens with all packages all over the world. They cannot simply claim it as theirs because they want to, either it is acceptable or it isnt in which case the customer has to be given the option for it to be sent back or destroyed, this is the standard procedure in all countries apart from ones with criminal elements that want to make money from them if they can get away with it

 

 

Edited April 24, 20188 yr by seajae

7 hours ago, FritsSikkink said:

Utter nonsense, if you import stuff you are responsible for the correct paperwork. Customs has the package and DHL isn't responsible for the lack of paperwork. You bought the stuff and can't make the seller responsible for the problem with customs. 

You can if the seller cannot provide the information required for the items to clear customs. The seller should be able to provide information to help with customs requests 1 & 3. To me, it looks like a customs shakedown for tea money.

You can if the seller cannot provide the information required for the items to clear customs. The seller should be able to provide information to help with customs requests 1 & 3. To me, it looks like a customs shakedown for tea money.

It’s not custom’s to gather up paperwork for the recipient.

Just download the formula print it out and give it to them.

As long as they get all the paperwork, it’s been my experience that they’re not too particular about the quality.

Most people are just trying to do their jobs as best they can.

1 hour ago, mogandave said:

It’s not custom’s to gather up paperwork for the recipient.

Just download the formula print it out and give it to them.

As long as they get all the paperwork, it’s been my experience that they’re not too particular about the quality.

Most people are just trying to do their jobs as best they can.

 

 

 

That's not what I was talking about. The seller should provide the information to help the recipient clear the items. The seller is the only person that can provide the information being requested by customs.

 

Clearing stuff at customs can be an exasperating experience, even with a clearance agent. They can ask really, really dumb questions and they love wasting paper. I imported a cardio exercise machine and there was a separate page for every single nut, washer and bolt that made up the machine - over 100 pages that no one will ever see or read. Each page was rubber-stamped twice with different ink stamps and signed by 3 different people. 

Edited April 24, 20188 yr by tropo

That's not what I was talking about. The seller should provide the information to help the recipient clear the items. The seller is the only person that can provide the information being requested by customs.
 
Clearing stuff at customs can be an exasperating experience, even with a clearance agent. They can ask really, really dumb questions and they love wasting paper. I imported a cardio exercise machine and there was a separate page for every single nut, washer and bolt that made up the machine - over 100 pages that no one will ever see or read. Each page was rubber-stamped twice with different ink stamps and signed by 3 different people. 

Actually, I think they love play on their phone and chatting with their friends, their job requires they gather up a lot of nonsense.

It would be much easier if people weren’t constantly trying to cheat them.

15 hours ago, mogandave said:

 

 

It’s not custom’s to gather up paperwork for the recipient.

Just download the formula print it out and give it to them.

As long as they get all the paperwork, it’s been my experience that they’re not too particular about the quality.

Most people are just trying to do their jobs as best they can.

 

 

The points they want are impractical.  I can contact the manufacturer but it will certainly take weeks from previous experience.  She wants the item returned to sender but they said now that they talked to customs they can't return it.  He she known this she wouldn't have sent to customs.  Any suggestions from here? She's chatted with the DHL agent and the DHL agent isn't of much help.  Anyone ever have a situation like this? Avoid DHL at all costs in the future.

4 minutes ago, patjk said:

The points they want are impractical.  I can contact the manufacturer but it will certainly take weeks from previous experience.  She wants the item returned to sender but they said now that they talked to customs they can't return it.  He she known this she wouldn't have sent to customs.  Any suggestions from here? She's chatted with the DHL agent and the DHL agent isn't of much help.  Anyone ever have a situation like this? Avoid DHL at all costs in the future.

Over the years spent here,  and that is many, the only courier service I have used where there are countless problems or else extraordinary import duties to pay, is when DHL have been the courier.   Makes me wonder sometimes if they are working  as a JV with Thai customs.

47 minutes ago, patjk said:

The points they want are impractical.  I can contact the manufacturer but it will certainly take weeks from previous experience.  She wants the item returned to sender but they said now that they talked to customs they can't return it.  He she known this she wouldn't have sent to customs.  Any suggestions from here? She's chatted with the DHL agent and the DHL agent isn't of much help.  Anyone ever have a situation like this? Avoid DHL at all costs in the future.

Here's a little trick that may come in handy in the future. If you are importing things that can get checked by customs and held, you watch tracking closely. Just ignore any parcels that are held at customs. They always send out a notice in the mail. Ignore that. Within a month the parcel is sent back to the sender. Then you can make your claim for money back from the sender. It's not worth dealing with customs for small shipments.

 

In your case, if you turn up there they will probably quickly give the parcel to you for a bit of tea money. Do they currently know that your wife has a Farang in the house? It will make a difference.

49 minutes ago, Esso49 said:

Over the years spent here,  and that is many, the only courier service I have used where there are countless problems or else extraordinary import duties to pay, is when DHL have been the courier.   Makes me wonder sometimes if they are working  as a JV with Thai customs.

Parcels sent by regular mail and EMS will also be stopped by customs... but it's random. Parcels sent by courier will ALWAYS be checked. I suppose customs agents expect that couriered items are usually the higher value items.

Edited April 25, 20188 yr by tropo

Parcels sent by regular mail and EMS will also be stopped by customs... but it's random. Parcels sent by courier will ALWAYS be checked. I suppose customs agents expect that couriered items are usually the higher value items.

It is because they generate revenue from EMS and have to absorb the additional cost of moving it to and from customs.

Regardless of how something is delivered, the recipient is responsible for any taxes or duties.

The only real exception that I am aware of is if you buy something “Delivered Duty Paid” (DDP). But you still pay, it’s just rolled into the price.

2 minutes ago, mogandave said:

 

It is because they generate revenue from EMS and have to absorb the additional cost of moving it to and from customs.

Regardless of how something is delivered, the recipient is responsible for any taxes or duties.

The only real exception that I am aware of is if you buy something “Delivered Duty Paid” (DDP). But you still pay, it’s just rolled into the price.
 

 

Amazon and eBay have international shipping services where you pre-pay all the taxes and duties and it gets delivered to your door without delay. It is expensive, but you know the full cost when purchasing and it's worth not having to deal with customs IMO.

Amazon and eBay have international shipping services where you pre-pay all the taxes and duties and it gets delivered to your door without delay. It is expensive, but you know the full cost when purchasing and it's worth not having to deal with customs IMO.

Yes, DDP

6 minutes ago, mogandave said:

 

Yes, DDP

 

Not really. You're paying more than duty. You're paying taxes and service charges too. That why they call it the "Global shipping program". 

Not really. You're paying more than duty. You're paying taxes and service charges too. That why they call it the "Global shipping program". 

It’s the same thing.

48 minutes ago, mogandave said:

It’s the same thing.

 

 

OK, the same thing, agreed. (glad we got that cleared up). Anyway, I use this a lot and it's well worth it. The items are delivered to the door with absolutely no fuss, by the courier. It's worth the extra money that you may save if you go through customers clearance by yourself. Unfortunately, it's not on offer by Chinese suppliers and is usually available only for items shipped from Europe or the USA.

Edited April 25, 20188 yr by tropo

On 4/25/2018 at 2:18 PM, tropo said:

Here's a little trick that may come in handy in the future. If you are importing things that can get checked by customs and held, you watch tracking closely. Just ignore any parcels that are held at customs. They always send out a notice in the mail. Ignore that. Within a month the parcel is sent back to the sender. Then you can make your claim for money back from the sender. It's not worth dealing with customs for small shipments.

 

In your case, if you turn up there they will probably quickly give the parcel to you for a bit of tea money. Do they currently know that your wife has a Farang in the house? It will make a difference.

I heard that if you don't get back to them they destroy them.

 

They don't know she is with a farang.  It has been just a big joke and goes in circles with these guys.  Last hope is if they return to sender.  Will never use DHL again.

 

Thanks guys for your input. 

Call the AliExpress big boss in China and ask him to complain directly to the top brass in Thailand....as they seem to have a direct "friendship" hotline phone now !!

1 hour ago, patjk said:

I heard that if you don't get back to them they destroy them.

 

They don't know she is with a farang.  It has been just a big joke and goes in circles with these guys.  Last hope is if they return to sender.  Will never use DHL again.

 

Thanks guys for your input. 

They will send it back if you don't start the customs clearance process, which unfortunately you have already started. I have had many parcels returned to sender over the years, including EMS parcels. You just have to make sure you're not contactable by the courier company or the post office. They wait about one month before returning them.

Heard nightmare stories about DHL so i am very wary!

 

Recently used DHL to courier  urgent doc out of Thailand they were excellent.

Regularly import stuff from Germany sent buy Deutsche post (now DHL) always gets delivered by Thai post EMS at this end, only on one occasion i had to pay customs duties but at my local custom house in Prachuap before parcel was released to me on the spot.

 

 

 

15 minutes ago, poohy said:

Heard nightmare stories about DHL so i am very wary!

 

Recently used DHL to courier  urgent doc out of Thailand they were excellent.

Regularly import stuff from Germany sent buy Deutsche post (now DHL) always gets delivered by Thai post EMS at this end, only on one occasion i had to pay customs duties but at my local custom house in Prachuap before parcel was released to me on the spot.

6

Global Mail by DHL is very good. iHerb uses it and I've never had a single problem with it and never had to pay duty.

Amazon and eBay have international shipping services where you pre-pay all the taxes and duties and it gets delivered to your door without delay.

LoL, I tried that a few months ago with UPS - prepaid all import taxes and delivery charges.

When the parcel arrived in Thailand, UPS contacted me and said I had to pay all the import taxes etc.

"I already paid them you idiots - I'm using your prepaid service"

"Ah right. So actually you need an import licence for this item"

"No I do not! It is a personal item and there is no restriction on it's import"

"We say there is, and we're not delivering it until you get an import licence"

[Delay while I contact the relevant authority re import licences who confirm that no import licence is required]

Me to UPS:

"See I told you, no import licence needed, now please deliver my parcel"

"No" (loss of face I think!)

"<deleted>, then if you won't deliver it, then return it to the sender"

"Nope, you need an export licence for that!!!!!!"

[At this point, I decided that UPS had gone completely mad - they refused to deliver the prepaid parcel AND refused to return it to the sender]

The final outcome - the parcel was 'abandoned' because UPS refused to carry out the delivery service that I had prepaid, AND refused to return the parcel to the sender in the USA. After some complaints, the US company refunded me 100% and vowed never to deal with UPS Thailand again...

On 4/27/2018 at 2:20 PM, tropo said:

They will send it back if you don't start the customs clearance process, which unfortunately you have already started. I have had many parcels returned to sender over the years, including EMS parcels. You just have to make sure you're not contactable by the courier company or the post office. They wait about one month before returning them.

The most frustrating part of this is that had we known this, we wouldn't have accepted it.  They told us to get the import license and we'd be fine, then after we got that, they asked for other stuff which we couldn't provide so got stuck there.  Any other suggestions? We can try to get that paperwork they asked us, but it would take weeks and is unlikely.  Are there potential customs brokers that deal with DHL and situations like these? Cheers!

1 minute ago, patjk said:

The most frustrating part of this is that had we known this, we wouldn't have accepted it.  They told us to get the import license and we'd be fine, then after we got that, they asked for other stuff which we couldn't provide so got stuck there.  Any other suggestions? We can try to get that paperwork they asked us, but it would take weeks and is unlikely.  Are there potential customs brokers that deal with DHL and situations like these? Cheers!

I've used brokers for DHL, FedEx and TNT. They were the assigned brokers for the couriers that contact me when the shipment arrives. At that point the ask me if they would like them to complete the clearance process to which I happily agree.

 

Have you been down there yourself? You may be able to do this the old-fashioned way? Ask them for assistance, to which they may provide an expedited way for an "express fee".