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Overall the experience integrating and transitioning to Zonos was simple, and we've found the platform easy to use. We're very happy that the issue of importing into Europe, which began as confusing and overwhelming, has been solved for us.
Zonos also allows us complete transparency with our International customers regarding landed costs. Prior to Zonos, we were experiencing customers unwilling to pay their duty and tax bills, and refusing to accept their order.
This resulted in freight costs and surcharges as well as lost revenue of product which sat in transit for months at a time. Zonos has offset this cost for us, and ensures our customers have a positive and trusting brand experience when shopping with us.
We appreciate your honest review and take all feedback seriously. We are glad to contribute to successful international shipping experiences for your customers and alleviate the stress of shipping to Europe.
We just implemented Zonos and the implementation process was easy and quick. Zonos has an amazing team.
We are excited to be working with Nu Sensuelle! Zonos is excited to be your cross-border shipping partner and can't wait to see you succeed internationally.
If you are selling Internationally this is an invaluable app. Very easy to use and they offer great support.
Great solution for handling global duties and customs fees in cart ahead of shipment to avoid frustrations on the consumer side at receipt. Great customer service and no issues once fully set up - smooth sailing! Solid solution!
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.
The customer service provided by Zonos is fantastic. Very quick response times and without fuss. There were some integration issues from our end but Mark was able to rectify them quite easily.
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.
Fantastic app and their support is top notch. I had several questions and Mark recommended a quick call which was extremely useful. Super proactive and helpful
Would give MINUS 5 stars if possible. I've lost $600 by shipping my most recent five orders using this app. (Zonos reported, and customers were charged, shipping, taxes and duties of $2960.57, but DHL charged me $3560.42 for those five shipments.) I've spent hours trying to deal with the problem and provide accurate info to their support team in the past five months I've had the app installed. Their support team responds quickly but is useless at fixing the actual problems with the app, despite my providing detailed screenshots of exactly what is occurring with shipping pricing. Despite their "fixing" the dimensions of the products. Despite their "fixing" the charges. Nothing actually "fixed" the reason the app continually undercharged every single international customer for shipping, taxes and duties. Oh, and of course, absolutely zero refunds from them and zero response to my multiple requests for a refund of the monthly fee or the shipping undercharges. I relied on others' glowing reviews to install Zonos but this app completely disappointed and I would 100% recommend you stay away from it. I suggest checking out EasyShip or FlavorCloud for shipping from US to international destinations. That's what I'm doing as soon as I uninstall Zonos.
We sincerely appreciate your feedback. We are deeply disappointed that we couldn't work out this situation with you. Since the shipping rates that come through our app come directly from your carrier via their API, the calculations are at the mercy of proper setup and having correct weights and dimensions for your items.
Had we hopped on a call together, we are sure we could have found a quick resolution. We tried multiple times to jump on a Zoom or phone call, but perhaps the time of year made it difficult for us to sync up.
We would like to work through the problems and take care of any merited refunds. Again, we apologize for your negative experience, and we would still like to take care of you even if this means you do not use Zonos in the future.