nicklmg

Passed this over to our shipping company. They've assured us multiple times that everything is correct on their end, but I guess it's never a guarantee... Hope we can get a proper resolution soon.

Interesting! I'll pass this along to our shipping partner and see if they can offer any insight Yeah it's a mess... I know that marketplaces like Etsy and Ebay are handled differently than an individual store like ours. Basically it's clear that there's not one correct way to do this across the EU right now, while the bill of goods that we were sold was basically "sign up for this program with the EU and we'll handle the rest." Life is never as simple as it seems Potentially, but it's not something that Shopify has enabled by default so it seems like this is a relatively isolated issue, maybe just to Estonia, maybe to our shipping provider, maybe to whatever services they use. It's really hard to isolate without doing some more digging. I'm sure we could figure out a way to provide the IOSS number directly, but the whole point of this system was supposedly that we wouldn't have to make major modifications to make it work lol. Anyway, we'll continue to work on it in the background.

Oh man that sucks... pop an email to support@lttstore.com and they'll get you a new one, no problem.

As far as I understand, the law used to be that there were certain thresholds for each individual EU country where once you started doing a certain volume of business there (either by revenue or by qty), you had to register with their tax authority and start collecting at checkout. It's the same story in the US - once you reach a certain volume in states, counties, cities, or even some communities (since their tax code is so mega-f'd that the tax classification can change basically on a whim depending on where the final delivery address is) you have to collect that tax at checkout and remit it to the proper authority. After IOSS, if you cross that threshold in one country, you just register for IOSS and have to collect for all of EU now. If you're not doing enough business in the EU to meet any of those thresholds with individual countries, you might not have to worry about it, but I believe we've crossed that line with like 5-10 countries so IOSS is the only system that makes sense. We could also ship via DDP (delivery & duties paid) labels, but then we are taking on the responsibility of those assessed duties and customs being correct, based on an estimate provided by a 3rd party (in our case it would be Shopify). If they are not assessed correctly, then we would get a bill in the mail for the difference. Not a risk we're comfortable taking right now. Some of my explanation might be a bit rough around the edges there, we have accountants who are much smarter than I am with this stuff and they work out the details haha. Interesting... just to clarify, is the local delivery company you're referring to the local post office in your area or another company? If you aren't comfortable sharing any info publicly here feel free to DM it to me, I'd like to try to get to the bottom of this if we can and this new info could actually help us out quite a bit. That's a pretty f'd up situation but I don't think it's uncommon right now... this is a system which has been poorly supported and poorly rolled out, and I'm sure at this time it is rife with cases of abuse like what you're explaining here. I just hope it smooths out over time and we can finally be done with thinking about EU taxes lol.

VAT can mean different things depending on what jurisdiction you're in. And that is not how taxes work in Canada... if the final customer is not based in Canada, the customer is not paying Canadian sales tax on that sale, even though we would pay corporate income tax on the revenue. In some cases Canadian businesses don't even pay import duty or tax on goods for resale which are leaving Canada. What we charge at checkout for EU orders is VAT. IOSS is the system which was set up to manage VAT remittance to EU countries from businesses outside of the EU. Legally, we must collect VAT on orders to the UK & EU as of last year. It has nothing to do with having a business entity in the UK or EU, both of those governments have determined that the overhead of assessing VAT at import was too high and shifted the burden to ecommerce stores.

We're charging tax because we are submitting the IOSS certificate with each order. We have been submitting it all along. You shouldn't be charged VAT at delivery. Legally, as of mid-last year, we have to charge VAT on any items sold to customers in the EU through our store. Unfortunately this has been an absolute mess of a policy rollout, so either countries within the EU are not properly updating their own policies, or the people managing this process on their side are not following it. We've brought this issue up with our shipping provider, and they've run it up the chain a number of times. They have confirmed to us that our IOSS number is being submitted properly all the way to the receiving country. The info I've been given is that the IOSS info is submitted electronically, not on the package itself, and is making it's way to the receiving country for import of goods. The issue we seem to be coming across is that either customs agents or postal workers (or maybe entire offices?) in some EU countries are not properly following the policy that has been instated there, and aren't matching packages to the electronically submitted IOSS certificate. I'm not sure what the other store you're referring to is doing, but if they're not charging VAT at checkout on EU orders, they are not in line with current EU tax policy on ecommerce orders coming from outside the EU. I can't speak to their shipping situation - maybe they have a more direct route, or maybe they are shipping lighter parcels. We lose money shipping to the EU charging the rates that we do, and every other solution we've seen has been even higher from Canada to the EU. EDIT: If that other store isn't doing enough volume of revenue or orders to pass a certain threshold, they might not have to collect VAT at checkout. Unfortunately we have passed that threshold in a number of EU countries so the IOSS system is what makes the most sense for us. My best advice is that if you're charged tax at delivery, reach out to your local post office and ask if they're matching electronic IOSS certificates to packages, and show them your proof of payment from the store which lists the VAT. If they refuse to fix their error, then pay the VAT at delivery and reach out to our support team. If you can provide proof that you've been charged VAT on a package that had VAT charged at checkout, we will refund you that VAT and remove it from our filing with the EU. But we will need to see proof of payment of tax at the door/at delivery to do that. (And just to clarify this is only for VAT, which is collected at checkout for all EU orders by law. If your country has other import duties or taxes that it applies at delivery, that is on you) Hope that helps explain the situation. Trust me, we're just as frustrated as anyone receiving one of these tax bills. Between UK & EU VAT rollouts last year, it has been an absolute nightmare trying to continue shipping to y'all, but we're doing the best that we can with what has been provided to us.

Yeah I would imagine this is probably true. Even though a bag might "hold 28L" it isn't designed in a way to make each of those 28L very usable. As Linus has said our whole goal with this bag is to make it as usable and wearable as possible, so I'm very confident that our design will outshine others in the same volume class.

So I stand corrected based on our supplier's measurement - they rated it at 25.5L... though comparing it to that bag we have here which is advertised at 28L, ours has much more usable space... so I'm going to get a bit more info on how this rating is done to see where that discrepancy might lie. Basically my feeling is that at 25.5L, it feels like there is much more usable space inside than other bags we've seen in that class. So I have to imagine that a lot of bags advertised at "25-30L" have some funny business going on with how they're getting that usable liters number...

If we were to do something like that, we would probably leave items like a shirt or water bottle up to your selection (color/design and size), so my biased advice is to buy the shirt(s) you like now We're probably going to be refreshing or removing some current designs in the coming months so I can't promise that everything we have today will even be available by the time the backpack is ready to go.

Good question for sure. We're working on getting a precise measurement from our supplier but my best estimate would be in the 40-50L range (basing that estimate on a 28L reference bag we have here from another company).

Very solid point our support team is awesome & typically can get to all questions/inquiries within 24 hours (though they are only in M-F, so please do keep that in mind if you're waiting for a response over the weekend!)

Hey Sprayingmango, First off thanks for your order! We really appreciate the support. As a few others have mentioned in this thread, we've had an incredibly busy couple of weeks with orders on the store, and we do have a header up that notes that shipments may take longer than normal to process (we've had this up since before the desk pads launched). Our distribution team has been working around the clock and has brought on temporary labor to get these packages out more quickly. Since the desk pads relaunched on August 4, we've received 6x the orders that we received for the whole month of July. So needless to say, there is a bit of an adjustment that has to happen with that type of influx. I just checked your order in our system, and it looks like you should receive some updates soon. Parcels are tendered from our distributor to a cross-border agent, and then to the final delivery company (typically USPS, UPS, or FedEx within the US). Tracking isn't super transparent while parcels are being handled by our cross-border agent - they're working on improving that, but it will take some time. TL;DR sorry that it's taking a bit longer than expected to receive your order. We've had an awesome August so far which has caused some delivery delays, but we're confident that you'll receive the parcel soon and we hope you love it once it arrives!

Sorry for the issue there! Sent you a DM to get some more details, I'm sure we can get it sorted out for ya.

Thanks for being on top of this stuff, it helps us out a lot! Obviously I can't comment publicly on private conversations with customers, but just know that we are in touch and will be doing our best to ensure that we're living up to the spirit of the program, which means selling directly to gamers who will use the parts instead of scalpers or resellers.

@spacedestroy, I sent you a DM. Very strange that you emailed support and never heard back, I'd like to get this sorted out for you ASAP. There aren't any known delays or backorders with water bottles right now, so your order should have been shipped out at the time of purchase. Either way we'll get it figured out.

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Typically not super feasible to do that, but I try to get them here as early as I can when I'm the one posting lol.

We try to publish around 10am Pacific each day.

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Hey Peter, Just sent you an email regarding this. Hope we can get it sorted out soon! Thanks, Nick