Shipment cancelled

[Neroon]

So gonna tag a few people, because I've yet to receive a reply to my email, and multiple people have the same issue.

 

@Adam Pilolla @LinusTech And well, I was gonna add Nick, but I see he moved on a while ago.

 

Anyway. Myself and others have placed an order during black friday, mine specifically was done on the 30th, label created on the 3rd, and shipment got cancelled on the 11th. My package is going to the Netherlands.

 

First of all, we of course want to know what's going on, how many were cancelled, why are they cancelled? Are you all aware of them being cancelled? What can we expect?

Second, and I addressed this both in my email and in another thread, the EU has new laws in place from the first, meaning all packages are getting customs duty fee, this is currently only for packages over 150, but will be for all packages. It says per item, not sure if my package will be seen as 1 item or all of the contents count as 5 items in my case (it's mostly aimed at like aliexpress, temu etc, and they will ship like 5 items in 1 big package, but afaik they will count those 5 individually), but regardless, there will be an extra fee if it's shipped late. Now personally if it's 3 euro, I won't bother you guys with it, but if this is a widespread issue, especially if it is 3 per item in the package, I can see your inboxes being flooded with questions.

 

My specific order is 49856 btw if you want to have an example.

[Neroon]

First of all, I have no clue why all the replies are deleted. That makes no sense. 

 

Anyway it's been a big mess, and since this went wrong through automation and others had issues as well, I wonder how widespread this is. 

 

So yesterday I posted the reply from support. Simply put, I got a different email than what I should've gotten. I received an email saying that these should be no issues with my package. 

 

 

However support sent me this

 

 

Which states I should be getting a new tracking number. 

 

Today I received an email saying I need to pay for my package, this is a common issue, so that will be dealt with, but I'm only assuming this is from LMG (I didn't order anything else from Canada, or anywhere near there), however the tracker is completely unknown to me, I didn't receive any emails from LMG about this, nor do I get any hits in my mailbox from this tracking number, except for the email to pay for the package. And no, nothing in spam either. The tracking code through lttstore also still shows the original tracker. 

 

So somewhere it seems things gone wrong, I don't know the cause obviously, but depending on whether LMG can pinpoint the affected customers and sent them an email with new tracking numbers, or sent them to everyone. 

 

Again, I have no idea how widespread this is, and if I didn't have that issues with having to pay twice, I may not have noticed or cared, but it's been a mess. 

 

And for those wondering, I have of course shared this with support as well, but not only don't I know how fast they will read that, others have issues with cancellations as well, so I wanted to put this out here. 

[Cillian]

I've got the same issue. My shipment was cancelled, I've got the mail that I'll get a new tracking number.

Today UPS contaced me to pax 123,02€ in customs and brokerage fee. Meanwhile at ordering at LTT, I already payed the 19% VAT for my country, and it saif free shipping. A brokerage fee from the shipment provider seems like not free shipping.
As far as I'm aware there is no toll fee oncustoms duty on anything I bought, just the normal VAT.
Are the shipments declared wrong again?
 

[Neroon]

25 minutes ago, Cillian said:

I've got the same issue. My shipment was cancelled, I've got the mail that I'll get a new tracking number.

Today UPS contaced me to pax 123,02€ in customs and brokerage fee. Meanwhile at ordering at LTT, I already payed the 19% VAT for my country, and it saif free shipping. A brokerage fee from the shipment provider seems like not free shipping.
As far as I'm aware there is no toll fee oncustoms duty on anything I bought, just the normal VAT.
Are the shipments declared wrong again?
 

123 euro? How much was your order? I think they got it solved for packages under 150 euro. Mine was below that and I need to pay like 35.

Not familiar with all the rates btw, I've always stuck to under 150.

 

Anyway LMG wants you to pay for it and then contact them and they will solve it, assuming you already paid for it when ordering, if it's over 150 it could work differently, but they will tell you.

That said, I reached out first to make sure I'm paying for their package, and not for something else, as I have no confirmation that this tracking nr is from my package.

[Cillian]

total without taxes was 220€, I paid 43€ taxes at the store checkout and now 67€ to UPS, plus 55€ brokerage fees.

[Fazii]

Coming to share my experience. I ordered my Black Friday deal (~$200 USD) on December 1 and was notified that a shipping label was created on December 5. By December 9, nothing had changed, so I reached out to support to see whether the package was en route to a USPS facility, especially since it was an international shipment and timing can vary.

 

I received an AI response stating the order was in the “Processing Fulfillment” stage and that “most packages leave the facility within a day of label creation, but it can take up to 72 hours for the next tracking update to appear.” December 11 came and went, so I asked the AI bot to connect me with a human (as stated in the email). The following day, a support representative replied saying they were reaching out to their shipping partner to investigate.

 

Here we are on December 17, and it’s been crickets. I followed up again yesterday for an update and still haven’t heard back. It sounds like something really got borked during their sale, or they’re completely overwhelmed. Either way, some transparency would be nice!

[Adam Pilolla]

Hey folks. 

 

Couple of concurrent issues all happening at once here. 

 

Scenario 1: Some orders will have unintended customs fees and it's too late to change them. You're getting an auto refund for this and should pay your existing fees. This will occur by the end of the day on December 19th (PST). 

 

Scenario 2: Some were caught early enough and re shipped with corrected declarations. Your existing tracking # will show as cancelled and we'll forward you a new tracking # ASAP. We have not sent these out yet but will soon. There are hundreds of orders that this applies to so this takes time, but your order remains on the move in the meantime. Please standby.

 

Some folks may have received an email saying they are in scenario 2 when they are actually in scenario 1, due to a known error. We've sent follow up emails to those folks for clarification. Your specific tracking number is referenced in this email to alleviate any confusion. Additionally, if you have multiple orders yet to be delivered, and their situations are different, that would cause you to receive more than one type of notification.

 

Importantly, even if you are in Scenario 2, the mere fact you received a customs bill at all does not imply that there's a problem. These bills are still intended in many cases, but would've been higher if not for our corrective action.

 

Hopefully this clears things up for the majority of you. We ask that you exercise patience for the time being, as our helpdesk is overloaded with demand currently. If you still do not feel made whole after December 19th, contact us then and we'll be happy to look into your case further. 

[Cillian]

6 hours ago, Adam Pilolla said:

Importantly, even if you are in Scenario 2, the mere fact you received a customs bill at all does not imply that there's a problem. These bills are still intended in many cases, but would've been higher if not for our corrective action.

So do I have to assume that my customs bill is right and the brokerage fee is valid, even tho it was advertised as free worldwide shipping and taxes were collected at checkout?

[LogicalDrm]

4 hours ago, Cillian said:

So do I have to assume that my customs bill is right and the brokerage fee is valid, even tho it was advertised as free worldwide shipping and taxes were collected at checkout?

Thats impossible to say, hence why there's that disclaimer. If there is customs fee that is within reason and something you have paid before when ordering from Canada, then its valid. If its higher, then you might have problem. If you have paid taxes again with customs declaration, then you get refund for taxes etc. One would need to see detailed bill on what you are paying.

[Fazii]

13 hours ago, Adam Pilolla said:

Hey folks. 

 

Couple of concurrent issues all happening at once here. 

 

Scenario 1: Some orders will have unintended customs fees and it's too late to change them. You're getting an auto refund for this and should pay your existing fees. This will occur by the end of the day on December 19th (PST). 

 

Scenario 2: Some were caught early enough and re shipped with corrected declarations. Your existing tracking # will show as cancelled and we'll forward you a new tracking # ASAP. We have not sent these out yet but will soon. There are hundreds of orders that this applies to so this takes time, but your order remains on the move in the meantime. Please standby.

 

Some folks may have received an email saying they are in scenario 2 when they are actually in scenario 1, due to a known error. We've sent follow up emails to those folks for clarification. Your specific tracking number is referenced in this email to alleviate any confusion. Additionally, if you have multiple orders yet to be delivered, and their situations are different, that would cause you to receive more than one type of notification.

 

Importantly, even if you are in Scenario 2, the mere fact you received a customs bill at all does not imply that there's a problem. These bills are still intended in many cases, but would've been higher if not for our corrective action.

 

Hopefully this clears things up for the majority of you. We ask that you exercise patience for the time being, as our helpdesk is overloaded with demand currently. If you still do not feel made whole after December 19th, contact us then and we'll be happy to look into your case further. 

Thanks for the reply, so for those of us in the US whose order just says "Label Created" are we to just assume there is a delay due to volume? 

[Neroon]

19 hours ago, Adam Pilolla said:

Scenario 2: Some were caught early enough and re shipped with corrected declarations. Your existing tracking # will show as cancelled and we'll forward you a new tracking # ASAP. We have not sent these out yet but will soon. There are hundreds of orders that this applies to so this takes time, but your order remains on the move in the meantime. Please standby.

Mine shows as cancelled, I never received a new tracker, and I already received my package using a new tracker. 

 

So I'm not part of either scenario. 

[brich4750]

On 12/17/2025 at 1:32 PM, Fazii said:

Coming to share my experience. I ordered my Black Friday deal (~$200 USD) on December 1 and was notified that a shipping label was created on December 5. By December 9, nothing had changed, so I reached out to support to see whether the package was en route to a USPS facility, especially since it was an international shipment and timing can vary.

 

I received an AI response stating the order was in the “Processing Fulfillment” stage and that “most packages leave the facility within a day of label creation, but it can take up to 72 hours for the next tracking update to appear.” December 11 came and went, so I asked the AI bot to connect me with a human (as stated in the email). The following day, a support representative replied saying they were reaching out to their shipping partner to investigate.

 

Here we are on December 17, and it’s been crickets. I followed up again yesterday for an update and still haven’t heard back. It sounds like something really got borked during their sale, or they’re completely overwhelmed. Either way, some transparency would be nice!

Having similar issue myself.

I suspect that the LTT Logistics Partner in the USA sits on orders and takes them to the Post office in Batches.

Reasoning for this Suspicion is When the Post Office receives it they scan it in.

2 weeks after the Label was printed the Post Office Accepted the Package.

AKA - Someone took the Package to the Post Office and had the Post office Process it.

 

I highly Suggest to LTT Leadership to make a Surprise Inspection of the LTT Logistic Partner and light a fire or two.

BTW - I talked to a Friend that works at the Post Office and they verified my suspicion is most likely Correct.
Also having Shipped Packages to Friends and Family this Christmas via USPS - my Tracking numbers look similar to the above when it was Processed by the Local Post Office you see a Line like the Accepted by XYZ USPS .....