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I added this app so that my international customers weren't blindsided by taxes and duties upon receiving their packages, but I've had nothing but trouble with it. The support people who work for this company are awesome (hence the two stars instead of one), but unfortunately the app itself is terribly inaccurate. I worked with several of my international customers to ask them what their taxes were and they were absolutely never even close to what Zonos estimated for Landed Costs. They were always way higher than my customers had to pay. Additionally, simple things like adding UPS shipping was difficult because, again, the rates weren't even close to what I'd pay to ship via Shopify Shipping. I'm worried that the overestimations are scaring people away during the checkout process. I've just changed all of my shipping fees to say "You may be expected to pay taxes/duties upon receipt of your item." Problem solved and now I get to keep my $20/month plus whatever percent they were taking per international order.
Thank you for your feedback and for your kind words about our team. We strive for accuracy in our landed cost quotes and would be happy to review any quotes you feel are inaccurate. Inaccurate quotes are a typically the result of missing HS codes. We also understand that some merchants may be able to realize better shipping rates via Shopify's member pricing than you may have been able to negotiate independently, and in instances like this Zonos may not be the best fit. We wish you all the best in the year ahead and please don't hesitate to reach out if you'd like to give Zonos a try again in the future!
'Been using it for a few months. Not really sure how the pricing goes. For Canadian shipment I often see a $13 advancement fee which I don't understand. Zonos replied to my inquiry it's a FedEx fee to advance pay the duties and taxes which makes no sense since those duties are paid by us up front or by customer on delivery. FedEx is unresponsive at this point. I have my doubts the app is valuable or not to my internal shipping operation.
We appreciate you providing us with feedback and see that we can do a better job at clarifying for online retailers what the fees associated with a landed cost are and where they come from. Since Zonos allows you to tie directly into your carrier account, pulling your exact shipping rates and fees from their API, Zonos has no control over the additional fees charged by carriers. Most of the big carriers do charge what they call an advancement fee or prepayment fee on all international shipments with owed duties and taxes, whether prepaid or collected upon delivery. This is the fee they charge for paying those duties and taxes on you or your customer's behalf at customs entry. We encourage reaching out to your carrier for clarification of those carrier fees and the related charges, and hope that you have heard from them. We have documentation on our website where you can learn more about what makes up a full landed cost, which includes not only duty and tax but also fees, at the following URL: https://docs.zonos.com/guides/total-landed-cost
We are happy to jump on a call to provide more information on the fees associated with landed cost. Please let us know how we can help.
We have completed a successful onboarding process for the Zonos Duty and Tax app. The app is excellent, very user-friendly, and - so far - meets all our expectations and needs. We now are very comfortable offering our customers the chance to pay duties and taxes upfront and make our delivery process transparent, streamlined, and frictionless.
The Zonos support team is also top-notch! A special shout-out to both Nicholas McBride and Curtis Hixon, two exceptional and knowledgeable professionals who helped us at every step of this onboarding process. It was our pleasure to work with both of them.
We can confidently recommend Zonos to anyone looking for improving international shipping.
Zonos has been awesome for us thus far! Global Trade is confusing and they've helped us to approach selling internationally, streamline systems to make it sustainable, and offered great resources to solve the nuances and confusing, unique experiences. Bethany was so helpful onboarding our first two shopify stores, Preston has been great in trying to get two more stores onboarded, and Cassie was a STUD helping us solve a one off problem. We weren't able to solve it using the Zonos software (shipping warranty parts) but she stuck with me and met with me multiple times to exhaust all possibilities and offered a solution outside the Zonos platform. GREAT customer service that is hard to find now a-days, specifically with apps/software in my experience!
Zonos loves providing clarity for your international customers. We are glad that you are enjoying our product but also getting to know our great team members! We are excited to be working with Hala Gear and to see your success with international shipping.
Worked with Matthew for implementation, they did a great job helping to get setup. 100% happy with their service! Thank you!
For international sales DDP calculation, Zonos is the only app, a must have. Customer service is fantastic. Taylor is a legend! Set up either tiered price shipping rates based on cart value or just carrier calculated shipping rates - either was is easy to do through the Zonos dashboard. Shipping, duties and taxes are clearly separated in the cart and clear to your customers. I would suggest, if you use an IMS, to check out Order Tagger as well to add a note to each order that "DDP" is included in the sale, then set your automation rule at your IMS level to notify your carrier that the shipper pays DDP on behalf of the customer. Zonos is the only (and best) solution for DDP if you want to offer your customers a transparent and easy to manage duties and tax collection process.
The customer service with these guys is amazing. They are thorough and take time to explain things whenever you need help. This app also helps you to deal with duties and taxes worry free. Would highly recommend their services.
Thank you for your review. We appreciate your feedback on our team. They love assisting our customers to ensure a smooth experience. We are glad that we have made duties and taxes stress free for you!
Makes shipping worldwide super easy and seamless + amazing and dedicated support team, who is always available to help!
Sophie Limpert and Monica Goethe helped me through a unique troubleshooting situation and got Zonos integrated at our checkout in the blink of an eye. Thank you to the Zonos team for the great customer support.
We have used this app to improve our customer journey and to reduce returns due to customers not having transparency over the taxes applicable to their order. Zonos has been really helpful in reducing issues relating to customer taxes and duties and the team are really responsive and very helpful when we have any questions. Zonos is really easy to use and saves a lot of time when automating the shipping labels.
Thank you for your feedback, Anna Quan. We are happy to contribute to transparency for your customers in regards to international shipping costs and time saving products. We enjoy working with you.