"An import license is missing and is required for clearance"

I was prescribed CPAP+machine recommendation by my doctor in Bangkok, Thailand after a sleep lab, machines here are far more expensive/outdated, so ordered online at cpap. UPS is giving me this error for my tracking on the page:

An import license is missing and is required for clearance.

I emailed UPS a couple of days ago, but no response. How do I deal with this? Pretty lost. Any recomendations are very appreciated. Thanks!

Mark

You should be able to track your package via cpap.com or email them and ask what the disposition of your delivery is. If there was a problem, they should be able to tell you.

Yes, Cpap.com would not ship it if clearance was not in place.
Do not send anyone else any money. Local officials may be trying to extort you.

czglory wrote:I was prescribed CPAP+machine recommendation by my doctor in Bangkok, Thailand after a sleep lab, machines here are far more expensive/outdated, so ordered online at cpap. UPS is giving me this error for my tracking on the page:

An import license is missing and is required for clearance.

I emailed UPS a couple of days ago, but no response. How do I deal with this? Pretty lost. Any recomendations are very appreciated. Thanks!

Mark

Sorry to hear about your problems. But as I'm sure you must know, Thailand customs is pretty bad. Doing a quick Google search, I found there is only a 1% import duty on CPAPs.

I think your best bet is to find a friend who is going to Thailand and can bring it in by hand.

I emailed CPAP, they just said talk to UPS and nothing else, didn't offer any recommendations, and they shipped it out already.

Sorry to hear about your problems. But as I'm sure you must know, Thailand customs is pretty bad. Doing a quick Google search, I found there is only a 1% import duty on CPAPs.

I think your best bet is to find a friend who is going to Thailand and can bring it in by hand.

How is that possible? Its already shipped out, but that would have worked.

Tracking from cpap.com-->UPS:

Bangkok, Thailand 12/17/2011 1:24 P.M. An import license is missing and is required for clearance.


Thanks!

Mark

Fortunately UPS is a reputable company. If they can't get the shipment to you, it will go back to the shipper (and you can request a refund at that point).

czglory wrote:I was prescribed CPAP+machine recommendation by my doctor in Bangkok, Thailand after a sleep lab, machines here are far more expensive/outdated, so ordered online at cpap. UPS is giving me this error for my tracking on the page:

An import license is missing and is required for clearance.

I emailed UPS a couple of days ago, but no response. How do I deal with this? Pretty lost. Any recomendations are very appreciated. Thanks!

Mark

I'm guessing that Thailand customs, or Thailand UPS officials, are asking where is your authority to import this machine, hence the request for the import license. Being able to ship does not automatically mean being able to receive. I suspect cpap.com is not an authority on the import requirements for every nation from whom they receive orders. Then on the other hand, you may have to pay a bribe to get it in. Depends on how honest, or not, (according to normal US standards) the UPS and customs people are in Thailand.

Maybe you may have to pay a ransom--hopefully not too harsh.
If you have any 'connections', use them now.
If you are not a Thai citizen, you may have the support of your nation's diplomatic mission.

RandyJ wrote:Fortunately UPS is a reputable company. If they can't get the shipment to you, it will go back to the shipper (and you can request a refund at that point).

They are? For years, UPS has been ripping off cross border shipments to Canadians. I'd suggest that the OP's first mistake was to have his cpap shipped to him via UPS.

I just heard this from someone...
Health equipment requires a licence and testing aproval. CPAP machines are available in Thailand and it will be much easier to buy one here. It will now cost a fortune in extra storage and it is doubtful you will get a licence. It may be better if you return it to where you bought it or abandon it.

doesn't sound good!

Hose_Head wrote: They are? For years, UPS has been ripping off cross border shipments to Canadians. I'd suggest that the OP's first mistake was to have his cpap shipped to him via UPS.

I would be interested in seeing actual evidence of this which is not anecdotal.

RandyJ wrote:

Hose_Head wrote: They are? For years, UPS has been ripping off cross border shipments to Canadians. I'd suggest that the OP's first mistake was to have his cpap shipped to him via UPS.

I would be interested in seeing actual evidence of this which is not anecdotal.

On cross border shipments, UPS charges a flat fee for "brokerage" of something like $45 Canadian, plus HST of 13% on the brokerage fee. That charge is on any package, regardless of its value and regardless of the amount of work actually carried out by UPS in carrying out the brokerage. That's great if it's a shipment of gemstones or expensive machinery made in Taiwan. Not so great on a cpap mask that's exempt from all taxes and the brokerage work has all been done by cpap.com when they filled out the forms stuck to the outside of the package. That's why cpap.com, honourable firm that it is, does not use UPS for shipments to Canada. But there's NO EXCUSE for UPS's approach which is nothing more than a rip-off.

I know, this is anecdotal evidence. But there are a lot of Canadians in this forum that will corroborate what I've written. I'm not so dumb that I'll buy something and have it shipped by UPS just so that I can get a copy of the shipping charges for you. You'll just have to take my word (and that of others) for it.

I received an email from UPS, it said this:

Dear Sir,

Can you pls.send the original Medical Certificate to UPS for the clearance. Below is the address. Pls.direct that document to me. ( in Turquoise font)





Best regards & thks,


Anyone have any idea what the Medical Certiciate is? I sent the prescription already to them prior to this email. I have asked a few others, results do not seem good.

This problem frequently occurs when courier services of any type of used and is less often faced when regular mail service used.

Your best recourse is to go directly to customs and talk to them, explaining the machine is for personal use. AFAIK you do not need an import license for something that is for personal use, although you may be required to get other types of clearance. I went through something akin to this with a portable spa/jacuzzi, had to get a clearance related to the fact that it was an electrical appliance, they then tried to insist it also needed an FDA clearance at which point I threw something of a fit since it was just an above ground device that holds water and was able to prevail. (With a CPAP machine though, need for an FDA clearance may be a bit harder to argue)

Anyhow as I said, go in person to customs. As soon as they see it is a private individual and understand the device is something for personal use it drops way down in level of interest for them and depending on the customs officer they may let it through.

You will need a reference number and to know exactly where customs is holding it. This information UPS will have. Contact them (preefrrably through a thai speaker) and tell them you will handle the clearance yourself and get the reference number and location of where it is.

Be prepared for a full day out at customs.

In future, can often avoid all this by having things shipped through regular air mail. Courier services in Thailand are geared towards busnesses and do not serve personal clients well especially foreign ones.


and this..



Sheryl is right, you have to contact customs by yourself as the item has been sent by a courier service. We as a freight forwarder have no access to the courier channel a customs.

My take is, it will be VERY difficult to get this item released as any medical appliances require an import license and this must be issued before you can clear the cargo. The process is lengthy and I am not even sure if you can apply for it as a private person.

Try to call the customs office in charge and explain your situation. Sorry for not being able to come up with anything better than that!

best of luck!


If it is dificult it may be possible to get it released to you inside the airport if you fly out to say kl and then you just re enter with it as normal. May be cheaper than dumping it.


This is just a nightmare... I am trying to do everything I can without having to travel overnight to go find the customs office and spend all day at a customs officers place to haggle the price of my CPAP machine or whatever is required... hopefully the "medical certfiicate" lady can help.

Will keep results posted, but does NOT sound good.

Hose_Head wrote: On cross border shipments, UPS charges a flat fee for "brokerage" of something like $45 Canadian, plus HST of 13% on the brokerage fee. That charge is on any package, regardless of its value and regardless of the amount of work actually carried out by UPS in carrying out the brokerage. That's great if it's a shipment of gemstones or expensive machinery made in Taiwan. Not so great on a cpap mask that's exempt from all taxes and the brokerage work has all been done by cpap.com when they filled out the forms stuck to the outside of the package. That's why cpap.com, honourable firm that it is, does not use UPS for shipments to Canada. But there's NO EXCUSE for UPS's approach which is nothing more than a rip-off.

I know, this is anecdotal evidence. But there are a lot of Canadians in this forum that will corroborate what I've written. I'm not so dumb that I'll buy something and have it shipped by UPS just so that I can get a copy of the shipping charges for you. You'll just have to take my word (and that of others) for it.

Shipping medical equipment across international borders is not insignificant when Customs are involved - Customs wants any duties they could possibly collect. You say that $45 + tax is robbery to expedite an item through Customs; I think it is a bargain compared to going to a Customs office yourself to try to get an item released to you, possibly losing several hours of your day in the process, missing work, etc. Ever waste your day in traffic court to protest a parking ticket? That is a walk in the park compared to dealing with Customs.

But this is obviously an emotional issue for you, and I regret if I have upset you. And you don't have to prove anything to me, I really am not interested and I shouldn't have replied to this thread in the first place. However, I have dealt with getting items released from Customs in the past, know what an immense waste of time and stress it can be, and found your characterizations of UPS's charges as "robbery" to be a bit over the top.

Let's agree to disagree.

RandyJ wrote:

Hose_Head wrote: On cross border shipments, UPS charges a flat fee for "brokerage" of something like $45 Canadian, plus HST of 13% on the brokerage fee. That charge is on any package, regardless of its value and regardless of the amount of work actually carried out by UPS in carrying out the brokerage. That's great if it's a shipment of gemstones or expensive machinery made in Taiwan. Not so great on a cpap mask that's exempt from all taxes and the brokerage work has all been done by cpap.com when they filled out the forms stuck to the outside of the package. That's why cpap.com, honourable firm that it is, does not use UPS for shipments to Canada. But there's NO EXCUSE for UPS's approach which is nothing more than a rip-off.

I know, this is anecdotal evidence. But there are a lot of Canadians in this forum that will corroborate what I've written. I'm not so dumb that I'll buy something and have it shipped by UPS just so that I can get a copy of the shipping charges for you. You'll just have to take my word (and that of others) for it.

Shipping medical equipment across international borders is not insignificant when Customs are involved - Customs wants any duties they could possibly collect. You say that $45 + tax is robbery to expedite an item through Customs; I think it is a bargain compared to going to a Customs office yourself to try to get an item released to you, possibly losing several hours of your day in the process, missing work, etc. Ever waste your day in traffic court to protest a parking ticket? That is a walk in the park compared to dealing with Customs.

But this is obviously an emotional issue for you, and I regret if I have upset you. And you don't have to prove anything to me, I really am not interested and I shouldn't have replied to this thread in the first place. However, I have dealt with getting items released from Customs in the past, know what an immense waste of time and stress it can be, and found your characterizations of UPS's charges as "robbery" to be a bit over the top.

Let's agree to disagree.

No. Not emotional. I'm talking about Canada Customs, not US Customs. Your realities may be different. Cross border shopping by internet is very common for Canadians. And it's a fact of life for those of us in Canada who sometimes like to mail order things from the USA that you must make sure your order is sent via USPS and not UPS.

Take note that medical items being cross border shipped from USA to Canada are EXEMPT from import duties, sales taxes etc. Period. The shipments from cpap.com clearly mark it thusly, and this info is accepted EVERY TIME by Customs Canada when packages are received in the mail. UPS charges their $45 plus HST (13% in Ontario), regardless.

As a separate example, about 20 years ago my mother in law (in Ct) shipped a small toy to my then infant daughter by UPS. The toy was worth maybe $10. UPS charges at the door were $54. No import duties were payable, it was entirely the UPS brokerage fee.

As a third example, last month I mailed ordered some Christmas gifts from a large US mail-order house. They were shipped to me by USPS at the USPS cross border shipping rates (an added $9 to the usual US mailing rate). The package was delivered directly to my door by Canada Post and I was charged about $24 for the import duty that was payable on it. I did not need to go to customs or even to contact them about it (I wasn't even aware that the package had arrived in Canada!) Had this package been delivered by UPS, the $9 additional mailing fee that I paid to the online store would have been replaced by the UPS $45 plus HST fee and I would have had to pay the $24 import duty on top of that. That's a rip-off.

You are entitled to your opinions about UPS. But you should be aware that they appear not to be based on any real-world experience with the company's cross border "brokerage" services.