Kathy R.
Misleading shipping fees for Canadians
I ordered 2 filters from this website. I live in Canada. They are a new company whose website directs you to Canadian prices page automatically (if you are looking at the website from Canada). They indicate free shipping on the 'add to cart' basket and on the order form even after you input a Canadian address. When the order arrived I was told I had to pay $19.56 customs for the shipment. I reviewed their site and buried in their shipping statement it indicates you may have to pay customs fees. This should be disclosed to customers in the order form, rather than twice indicating 'free' in 2 locations. When you see 'free shipping' on the site where it shows you a Canadian price, you don't feel the need to read the shipping policy - you assume they have a Canadian distributor. I have ordered 100s of products online from the US. I have never had a customs fee added. That tells you there is a problem with this website. After receiving the bill I contacted them and they are unable to see any responsibility for the way they represent shipping on the site. For the sake of $15 US they were unable to provide customer service in a fashion that made me feel heard and would retain business. The product itself works fine although I continued to use my Berkey rubber gaskets so I can't speak to the rubber smell others have pointed out.
Response from BorouxFeb 14, 2025
Thank you for your feedback. We understand how frustrating unexpected customs fees can be, and we’re truly sorry this impacted your experience. While our Shipping Policy does note that customs fees may apply to international orders, we recognize that this information may not have been as clear as it should be during checkout—especially when viewing the site in Canadian pricing alongside the “free shipping” message. As a company still new to the international market, with over 90% of our web traffic being domestic (U.S.), we’re actively working to improve how we communicate these details to better serve our growing Canadian and international customers. Your feedback is incredibly valuable as we refine this process. We appreciate you giving us a try and hope we can better support you in the future. Please feel free to reach out if there’s anything we can assist with.