International Shipping Issues (US to Australia)

[Former_Member]

Hi all,

I was recently contacted by two different buyers, both from Australia, who purchased items of mine in early March, saying that they still hadn't received their packages. I mailed them both on March 9th via USPS First Class. Generally my shipments to Australia take 1 to 2 or so weeks, so this is pretty strange and has me a bit worried.

I've already called USPS and referenced the Customs Declaration numbers for information on the packages whereabouts and the last info they have is of them leaving the US from Chicago on the 10th. Since I don't have an actual tracking number they can't provide me with more information... I've even contacted the Australian Customs who claim they do not have the packages, and that whenever they hold packages more than a couple of days, they will contact the recipient and inform them of the delay. I also contacted the Australian Post who said that the packages have not been delivered to them yet.

Has anyone else had any delays in shipping internationally to Australia recently? And how long should I wait to see if the packages are ever delivered before issuing a refund? This has me a little frustrated as a large number of my sales come from Australia and I want to keep my customers happy!

Thanks in advance,

Amanda, Sweet Reverie

[aliciawatkins]

Hmm. I'm marking this because I just sold my first item to Australia today.

I heard that sometimes it takes up to 2 months for something to arrive, but I also heard that it's an average (or more typical) that it takes 2 weeks, so I understand your concern.

Hopefully someone with more experience shipping to Australia will find this thread and have some answers...

[Former_Member]

Yes, two months just seems ridiculous! I know if I were the buyer I would be pretty impatient/annoyed with a wait that long.

All of my other shipments arrived really quickly, so I was thinking that time wouldn't be too much of an issue...guess I was wrong!

[Former_Member]

I ship to Australia often and it normally takes anywhere between 2- 4 weeks (during the holidays) for an item to arrive. The customs number IS the tracking number for international packages. I always scan both customs form and USPS receipt and e-mail both to the buyer as a way to track & maintain records. It is proof that I did ship, so if anything happens and they didn't pay for insurance, then I'm protected. That said, if the items never arrive, the only way to keep them happy is to re-ship or refund. If you re-ship, be sure to buy insurance (for your protection).

Good luck,
Faith

[Former_Member]

Thanks for the info.

Regarding the tracking number... When I called USPS and referenced the Customs Number they made it very clear that it was NOT a tracking number. This makes no sense to me as they are able to look up the Customs Number and find some information, like the fact that it left Chicago on the 10th, but they said that they aren't able to "track" or locate it because it doesn't have tracking. Ok...??

From what I've heard, tracking with USPS is pretty much a waste of money anyway though, as they don't always bother to scan the package at each arrival/departure.

Another thing I find frustrating is the fact that there is no estimated arrival time for USPS First Class International. I don't know about you, but I think the name "First Class" is a little misleading... :)

[Former_Member]

Yep, they will say that but it IS a tracking number to the extent that you can trace it's arrival in the destination country - which is oftentimes, all you need. Beyond that, you of course, cannot track to the specific house/street/city. (You'll need Global Express or Fedex for that - mucho dinero!).

[Former_Member]

I sold one item to Australia without any problems. It took about 3 weeks for delivery. I sent it in a small bubble envelope. It seems like your item should at least have reached Australian Customs by now. What do your buyers say? Have they bought from the USA before and how long did it take them to receive their items?

Good luck with that!

[EnchantedReveries]

In a former online business I did have a couple of huge delays when shipping from Canada (where I am) to Australia - like 6 - 8 weeks. Don't know what the issue was, but one of the customers was getting very impatient (no doubt) and insisted on a refund despite my noting that her parcel had to go through customs, etc. etc. and I had no control over that. As suspected within a day of issuing her a refund, she received the parcel. She was honest enough to let me know and did re-pay for her order (thank you!). So, not that this helps your situation, Amanda, but there have been big delays to Australia. I chalked the refund up to keeping a customer happy and "the cost of doing business". She paid after all so it all worked out in the end anyway. It is stressful and annoying, so I wish you perseverance to hang in there...and good luck!

~ Elizabeth

[Former_Member]

I live in Australia, and I find when purchasing from America is can range so much between 10 days and two months! I am always wondering whether my order has been lost in the post.

[Former_Member]

Well one of the buyers contacted me over a week ago. I think that she was in a hurry to get the package from the get go so that doesn't help, nor does the fact that I gave her a pretty short estimated delivery time based on all of my past orders to Aus. She hasn't too gotten upset with me yet and I'd like to keep it that way! The other customer seems to be much more understanding and just contacted me today. I try to check in with them frequently to let them know of the progress (or lack thereof) that I've made with the various services (USPS, Aus Post, Customs etc...) I'm not sure about their prior experience with buying/shipping from the US, maybe I should ask...?

I'm hesitant to refund them right now just because I'm sure that they are still on their way and should get there...eventually! With my luck they would arrive the day after I issue the refund, and although I'm sure that my customers are honest (I hope!), I'd like to avoid that situation if at all possible!

Anyway, I appreciate everyone sharing their experiences. It makes me feel a little better to know that I am not the only one having these issues! :)

[Former_Member]

1-2 weeks is really fast for first class! I think you just got lucky before. Priority is usually 2 weeks for my prints, and I've heard first class can take up to 6. I would give it a month and a half before reshipping.

[sticksandstonesny]

I have a similar problem but with a customer from banff Canada. She claimed that she never receive the package and it was already about a month since I sent a package... I just hope that this kind of problems do not happen too often!

[Former_Member]

I'm with LitPrints, I think you got lucky ;)
We're in Aus, and Etsy orders through USPS usually take about a month to get here. Best suggestion I can make for you is to make sure it's in your shop policies that it can take up to 6 weeks for things to go international, gives you a good buffer just in case!

[SesenDesign]

I'm in Aus also and I have come to expect at least 4 weeks for anything from the US. I am a patient sort though :-)

[2TrickPony]

what do you have in your policies regarding lost packages and refund times?
I gauge mine by paypal's rules, so I would ask the customer to wait for 44 days before I issue a refund.

best of luck, fingers crossed they show up quick!

[2TrickPony]

if the value of your shipment warrants it, look into registered mail for international. That is how I started to handle many of mine after dealing with customers wanting to know where their packages are; with registered the package goes from locked bag to locked bag and there is a proof of delivery too.

[Former_Member]

Hmmm from the sounds of it maybe I was just super lucky with my first several orders to Aus... I will definitely be revising my policies now to reflect a longer shipping period. I guess it's always better to be safe and cover your bases. How unfortunate that there's not a quicker alternative thats not outrageously expensive...

[RunkPockDesigns]

Most of my items shipped internationally take exactly 2 weeks to get there, I have had that odd package that takes forever though for NO reason I can find. I had one take a month and a half to Australia and 3 weeks to Canada (and what's really bad is it was Toronto which is super close to me in Michigan!) I wish there was a better tracking system.

Somebody at the postoffice told me that the packages that get mailed internationally get sent overseas on a military ship headed in that direction (usps=government=military ships) maybe that's why there is such variation in shipping, it depends on when there are ships headed there?

[Former_Member]

Check with your post office to see when you can file a lost claim ticket. That might get things moving a bit or at least get the Post Office to make a few inquiries.
I know In Canada at least 4 weeks has to pass before they'll accept this type of claim.

Hopefully just a delay and not lost!

[Former_Member]

It's interesting that the post offices tell us so many things. I shipped my first package to Australia a few days ago and my post master said that it should take up to 10 days to get there. He said that any additional delays are on the Australian side.

I posted in another thread before - I waited almost 3 months to get an Etsy package from Canada once (I'm in NY) and it was no fault of the seller.

It's really silly that in this day and age we don't have a better system.

[Former_Member]

Packages to Australia can take anywhere from a week to 8 weeks. You never know when shipping internationally.

The package that I sent on March 20th arrived on April1st but yet the package that I sent on February 12th didn't arrive until March 16th.

[MelsCreativeWishes]

I'm from Australia and I must be lucky because things I have brought from USA have arrived here in Newcastle within 1-3 weeks.

[Former_Member]

Totally agree Annie! Everything is done electronically today so why aren't there better records and tracking?

crochetgal - That is so weird that your second package arrived before your first. I've had that same issue, having sent packages to Aus after sending the two in question and they have arrived already.

[Former_Member]

Honestly Annie?

There are so many internal issues at the post office.
In Dec I mailed a package priority. $30 to get there in 3 days. Actually took 7 days. Not good for me, not good for the buyer.

I can mail a standard item to the U.S. and it can arrive anywhere from 4 days to 14 days. Same method, same outlet.

Doesn't look good when a buyer comments how quick my shipping is and then the next buyer in the same region is asking where the heck is the package!

In addition, CP workers took a poop kicking over their last strike. Very little public support, ended up in a lockout and had to settle for less than they were demanding. Service has really been compromised since then.
Sad to say, but that's the reality.

Yet, we optimistically press on!

[ClotheByJeanneB]

I too periodically have sales to Australia and have not as yet had any complaints about shipping time and receiving.

Just out of curiosity, I looked at the tracking info in my sold orders for the item I shipped out last week and it shows (the customs number that is) that it left White Plains NY on the 29th of march. I'm wondering if customs numbers are allowing you to see just the last point in the US before it goes overseas, but not when it delivers.

I'm going to keep a watch on it to see what happens.