Mathieu
Lack of transparency
I ordered an iRestore Professional shipped to my address in Canada. At checkout, I was charged $131.48 USD in sales tax. However, upon delivery, DHL also charged me CAD$ 201 in import taxes and customs clearance fees to release my package. After reviewing this situation, it appears that the U.S. sales tax should not apply to international orders, as this was an export shipment outside the United States. I would therefore like to request a refund of the U.S. sales tax that was charged in error. I also want to highlight a lack of transparency regarding customs and import fees. Your website advertises “Free Shipping”, which gives customers the impression that the total price shown at checkout is final. In reality, I was charged over CAD 200 in additional fees upon delivery. This should be clearly communicated to international customers at the time of purchase to avoid confusion and frustration.
Response from iRESTORENov 10, 2025
Hi Mathieu, Thank you for your message and feedback regarding your iRESTORE Pro device order shipped to Canada. As stated clearly in our shipping policy (https://www.irestorelaser.com/policies/shipping-policy), customs fees, import duties, and taxes are not included in your iRESTORE order invoice. These charges are set and collected by your country’s customs office upon the package’s arrival and vary depending on local regulations. While our website advertises “Free Shipping” for orders including the iRESTORE Pro to Canada, this refers only to the shipping fee charged by us and does not cover any customs or import fees imposed by Canadian authorities. Our customer service team will reach out to you directly by email to explain further and assist with your concern.