@Chris Thanks for your reply. UPS said the fee is not custom fee but it's the local tax plus their brokerage fee. But we've already paid for the tax online on the B&O site. 

@Simonbeo I did see Canada is not listed there. But I received B&Os newsletter last month saying they're shipping to Canada now and offered a 10% discount. The email was titled: A Warm Welcome to our Canadian Friends. Sigh. 

@Mr 10Percent. Thank you for going through that exercise and summarizing the points. There's different saying about the return policy on the B&O website - 14-days from purchase and from receipt of the order, don't know which one it is, and it's impossible to reach anybody thereto verify.  The email we used is the only support email found on their site, and B&O Denmark told us they can't help is and that we have to reach someone their to sort it out!?

@Chris Townsend. I've not been to Parry Sound yet, but sounds like it's worth to pay a visit :)

@ Paul W. Thank you for your empathy. 

Hi,

the terms and conditions on the website are not consistent, in the terms itself they do not list the United States either but obviously they have a warehouse there and sell and ship. If you check the FAQ, there they have USA listed so .... its just sloppy on the website.

The do sell to canada, have canadian prices & tax on the website if you change the shipping country they have everything for canada set up. You have to set up tax calculation for canada, they wouldnt have done that if they wouldnt ship.

I think they just messed up and giving how large the Canadian market is its probably a one time incident.

I don't think you have to worry about this. You could try replying to your order confirmation otherwise contact UPS to return to sender. They probably refund automatically when the product gets back to the wartehouse but otherwiuse contact cred card company.

That said, shame on B&O Denmark for not helping here. Obviously if there is no response from that email that grans a follow up from their site. Bad service.

That said, I had good experience from Abt.com as well. I got the H5, they had a first time order coupon taking 25$ off plus no tax, so I saved 50$ overall compared to Beoplay. That said, B&O kept delaying the fulfillment  of the  ABT wholesale order since the H5 was selling like hotcakes initially but Abt.com kept me up to date multiple times so no complains here.

Sorry for the bad experience you got ... Again shame on B&O Denmark for not helping

@jk1002. I did notice the inconsistent information on their website. For such a big company, you think they would update it regularly... The confirmation email is a non-reply email. And after talking to Visa today, they told us not to just refuse the package because it could go back blind without tracking, and we would have no way to dispute it if the sender claims they didn't receive it. 

I'm glad it worked out on your purchase with the local dealer! 

B&O or the courier company screwed up.

I'm in Switzerland, from an import perspective it's the same as Canada (i.e. outside of the EU). Prices in CHF on the Beoplay store are final, including taxes, they are the same as if I went to a local B&O dealer.

What happened to you is that your goods were not sent DDP (Delivery Duty Paid). This happened to me a couple of years back. I got a Kindle from Amazon Germany, paid the Swiss VAT (Import Fees deposit) on Amazon during the order, and I still got a bill from DHL for VAT import, custom duties and handling.

I objected to DHL and they referred me to Amazon. Amazon said that DHL should have not charged me but being Amazon they refunded the whole amount that DHL charged me without blinking.

And this is what B&O should do... it's incredible they have not answered yet and that they do not provide phone support.

They may not refund complete if there are bogus UPs charges ...  that could be very tricky.

if you refuse to sign for it, UPs would not have evidence to document delivery so not much risk for you.... I think that may be safer route

I would hit them again about the no response thing on twitter or instagram and ask the social team to have someone get in touch with you rather then sending another email ....

@Marcello. I'm quite sure it's the same situation here, except you were dealing with a much responsible seller. 

@jk1002 We will continue to email to the support in Denmark as well as posting on Instagram.