Zonos Duty and Tax

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.

Project Manager Matthew and Sales Rep Nate were very easy to work with and very knowledgeable. They made the setup very painless. Went smoother than expected.

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.

'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.

Curtis helped with the integration and he was amazing. He answered all of our questions and was able to get us up and running in just 2 days. Having a great experience with the app thus far

I love the transparency and detail on the duty and tax calculations so I know my customers are not overcharged. Also, Zonos has killer support as you can see when you read all the reviews. I use my own FedEx account which was a must. Zonos just makes the experience great for our company and our international shoppers.

I was on Market's Pro before; it was expensive and they don't refund their fees if you cancel your orders. When I switched, FedEx easily beat the DHL shipping rates that are offered with Market's Pro. Also, there is basically no support. I had an order and Shopify support didn't even understand the problem and I had to figure it out on my own and I was unable to get in contact with Global-e.

Edited in 2024:
I was contacted by Zonos a few years after writing a 2020 review and they explained the program is completely different now from what it was in 2020, based on customer feedback. They issued a full refund for the overcharges from 2020, with no expectation of an updated review. The entire refund transaction was respectful and professional and based on that alone I would give them another opportunity. We are not shipping as much internationally so we don't need the app now, but if our international shipping got busy then I would give them another look. I never had any unpleasant interactions with any of their support team during what was a stressful time for us in 2020 with huge overcharges from DHL. They say they have now taken over all the charges from DHL so our experience would be 100% different with no overcharged duties. That is reassuring and I'd be glad to deal with them in future. I have updated the review from 1 star to 3 stars based on the customer service.

Earlier review from 2020:
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.

I rarely leave a negative comment. I was so excited about this app. I tried to install it and I had a question about something. I sent an email to support team. Almost 24 hours later I called because I did not receive any response to email. This makes me worry because if I need to get in touch with the support team for an important issue, I do not know how long that will take. We use a lot of apps for our store and every single one of them provides excellent customer service. I really would love to use this app because it looks like this is the only app that is available on Shopify. I understand it may take more than 24 hours to respond sometimes but they should have sent an acknowledgement email at least. There is no chat option, you can’t reach out to support through the number they provide… I hope things get better so that we can use the app. If that happens, I will be sure to modify my review here.

Hands down, a must have. There's nothing worse than shipping to a customer overseas and receiving hate mail in return because, unbeknownst to them, they have to pay their local taxes and duties to get their order released and delivered to them. Zonos took all of the guess work out of international shipping for us the seller, and more importantly for our customers. It's ability to provide transparency to our customers of their final cost is priceless. We saw an increase in conversions internationally once the app was deployed. It also saved us on the administrative side trying to determine shipping and duties for international orders in advance in order to hold our customers hands and walk them across their purchase. Their support has been awesome. Setup and configuration was relatively straight forward and their support team was rock solid when we ran into any hang-ups.

Update: It still doesn't work for us, but customer service made a good effort to try & resolve it. I will upgrade my review for that. Totally a good service if your products are standardized. Our product sizes are simply too large and complicated for Zonos. We will have to continue to use Advanced Shipping Rules and give a warning for Int'l customers.

The landed cost did not work for us. We have a store with extensive items, many package sizes and weights, with different rules, tags, and more. This was all set up in ShipStation and Advanced Shipping Rules before I joined the company. I really, really wanted this app to work and spent a lot of time & effort trying to make it work. Perhaps it would, for a company with a simpler & more standardized catalog. It may partially be our fault, that sizes & weights are not stored on the product themselves, but on the product tags. I would give it 5 stars if it integrated with ShipStation and was able to pull data & tags from them. Hoping for this feature in the future.