R3 stuck in customs

[atomics]

Hello,
 

Bought an R3 two days ago and while i was waiting for it to arrive i received emails from DHL in order to pay the VAT (which i already payed for at the purchase)... Did anyone experience this? I'm from Portugal, so this should not happen. Sent an email to [email protected] with further information but wanted to check if it was the correct route to solve the issue.

[Krush]

Hi!
I also had the case, it is due to the fact that the package came from the UK which is outside the EU.
The status will change shortly!

[Netduma Fraser]

I'll respond to you via email

[ProfitP]

Hi @Netduma Fraser

I have a similar issue, this morning I recieved a request from DPD to pay customs charges on the R3 that I ordered the other day. I live in the Republic of Ireland. I have also emailed your order dept but they have not come back to me.

Can you please look into this for me ?

Kind regards, Pablo

[Netduma Fraser]

On 3/19/2025 at 1:42 PM, ProfitP said:

Hi @Netduma Fraser

I have a similar issue, this morning I recieved a request from DPD to pay customs charges on the R3 that I ordered the other day. I live in the Republic of Ireland. I have also emailed your order dept but they have not come back to me.

Can you please look into this for me ?

Kind regards, Pablo

I'll reply to your email shortly

[ProfitP]

Hi @Netduma Fraser

That's great, just recieved your reply by mail. Thank you

[ProfitP]

Hi @Netduma Fraser

Any update on the above ?

Still no movement from courier, they are still requesting customs charge payment.

 

Kind regards, Pablo

[Netduma Fraser]

I'll reply to you over on email but I've not yet heard back from the distributor, I'll need to chase them

[ProfitP]

Hi @Netduma Fraser

Ok thank you, yes please do.

 

Kind regards, Pablo

[ProfitP]

Hi @Netduma Fraser,

 

Can you please reply to my last email from two days ago at your earliest convenience.

 

Kind regards, Pablo

[Netduma Fraser]

On 3/26/2025 at 11:14 AM, ProfitP said:

Hi @Netduma Fraser,

Can you please reply to my last email from two days ago at your earliest convenience.

Kind regards, Pablo

I have expedited for some information but haven't received anything yet. I've messaged our account manager directly to get some info and will come back to you when I know more. How much are the customs fees they're asking for? 

[ProfitP]

Hi @Netduma Fraser

 

Thank you for coming back to me, but to be honest I'm becoming impatient having to wait for updates.

I ordered the router ten days ago with supposed next day delivery.

DPD will not tell me the amount due. They want me to sign over authorization to pay whatever the charges are without me knowing what they are. I'm not willing to pay anything extra seeing as though it should be included in the price I have paid.

I understand you are doing your best but I would now prefer if my order was cancelled and I am issued a full refund.

Can you please arrange this for me ?

 

Kind regards, Pablo

[Netduma Fraser]

Unfortunately we don't have any control over individual country policies or couriers when it comes to this, from what we're aware no customs should be charged within the EU. You'll need to direct DPD to return the package to us and then we can process the refund, we can't cancel it for you