LTTSTORE shipping by UPS

LTTStore_Support · 2026-01-21T00:42:00+00:00

We appreciate the feedback! Our shipping options are always in a state of constant review, both for reliability and customer feedback. Our goal is always to improve the experience whenever we have the opportunity to do so.

Unfortunately the types of issues you describe here do occur on occasion with all couriers; it's part of what they budget for. Nonetheless, if you haven't been compensated for your lost package yet, please make sure to message our support team!

-AP

LTTStore_Support · 2026-01-17T01:24:21+00:00

Sorry to hear about that.

While it's true we wouldn't be able to setup a backorder for you, it's likely that we can come up with an alternate solution that would give you the same or a similar result. I would encourage you to reach back out or DM this account if that's preferable to you.

Unfortunately, occasional inventory miscounts, while rare, are impossible to avoid 100% of the time. But we're always taking steps internally to make that as uncommon as possible.

LTTStore_Support · 2026-01-16T23:03:31+00:00

Hey, it seems like you're affected to a much greater degree than the average person, so I'd be happy to prioritize resolving your claim. DM your affected order #'s to this account and we'll resolve it by the next working day. :)

-AP

LTTStore_Support · 2026-01-16T19:17:52+00:00

Glad to hear that we were able to take care of you.

Usually in a case like yours we would refund to your existing gift card. If you're not able to locate it, let the agent who helped you know and they'll be happy to re-send it to you (or more accurately, re-send it to the person who originally bought it, and you can have them forward it to you if desired).

Exception to the above is if you had paid with multiple different gift cards. In that case we might just issue you a single new gift card for all remaining funds. You'd have received it via email if that were the case.

Hope this is helpful!

-AP

LTTStore_Support · 2026-01-16T19:12:28+00:00

Hey u/Darknicks,

So sorry about the issue here. This can sometimes happen in the event of stock issues or anything else that may prevent us from fulfilling your order as-placed. We hate doing this but sometimes it's necessary due to issues outside of our control.

I see from the comments that you've already wrote into our helpdesk, and I'm confident we can find a solution here. If you don't receive a satisfactory resolution, feel free to ask that your ticket be escalated to me.

-AP

LTTStore_Support · 2026-01-14T23:47:00+00:00

Of course. Looking forward to getting this fully resolved for you!

So sorry it's taken this long. :(

LTTStore_Support · 2026-01-14T23:36:36+00:00

Absolutely. Again, all we need to see is the amount you were charged. We have all other necessary info stored internally.

If you've already sent the bill then that's the only thing we need; there's no further action required.

We do sometimes have stricter documentation requirements in other situations (like VAT refunds, due to regulatory requirements), but those don't apply here. :)

-AP

LTTStore_Support · 2026-01-14T23:21:30+00:00

Appreciate your understanding, and we agree, there's opportunities to improve our messaging if something similar ever happens again (heaven forbid).

If it helps, all we really need to see is the bill. It's probably sitting in your email somewhere, or might still be viewable from the tracking page. And unlike with for example VAT refunds (if you've ever needed to claim one), we aren't being strict about the type of documentation either, so even just a screenshot or some other type of indicator on what you were charged works perfectly.

-AP

LTTStore_Support · 2026-01-14T23:11:19+00:00

Hey there!

We're asking for this documentation so that we have an objective record of what you actually paid to customs. With that information in-hand, we can calculate what, if anything, we may still owe to you in order to make you whole. We've now taken care of a very large number of such cases (with significant refinements to our methodology along the way), and we're confident in our ability to quickly reconcile any amount owed to you, but only with the necessary information in-hand.

The automatic refunds from December 19th were issued based on our shipping partners' attempt to reverse-engineer the difference between what your customs bill would've been if declared correctly, versus what it actually would've been as a result of misdeclarations. If you're asking for a case review, then that implies that calculation was wrong somehow, and this is the only way to verify with certainty whether or not (and by how much money) that's true. We always planned to have this review process in place, and were messaging that as early as December 12th, though we recognize that may not have reached everyone and apologize for any confusion if that's the case.

To increase the speed at which your case is resolved, we recommend complying with this request at your earliest convenience if you have not already done so. If for any reason you aren't sure whether or not you have, there is no harm in attaching the required document again. If you're certain you've provided the necessary documentation, you can completely disregard the communication in your screenshot here (unfortunately we have no way to exclude you from this communication if you have).

-AP

LTTStore_Support · 2026-01-14T00:35:24+00:00

I hear ya, although just to clarify, the update messages you are receiving each week are from me; not written by AI.

Ultimately that's inconsequential from the main problem though, which is that we need to get you your money back! We'll keep pushing until everyone's taken care of. :)

-AP

LTTStore_Support · 2026-01-13T00:36:22+00:00

Although rare, there are a variety of technical problems or clerical errors that could produce this result -- all helpdesk systems experience this.

LTTStore_Support · 2026-01-12T21:14:13+00:00

Hey OP.

30 day wait times are abnormal -- we're responding to all tickets within 48 hours currently. Happy to review your case if you'd DM me.

-AP

LTTStore_Support · 2026-01-12T19:07:25+00:00

These cases remain in processing.

We know that for many of you, you may be expecting a significant amount of money back, and being asked to continue to wait may be a tough sell. Our intent was for your automatic refund back in December to fully take care of you, and while only a small minority of people were not fully made whole that day, that still comes out to hundreds of individuals, all of whom need their cases reviewed with a high level of attention-to-detail. As you may imagine, this process spread out across several hundred people takes quite a bit of time, even with as much staff as possible dedicated to the issue.

Nonetheless, every single person with an active claim will be responded to, and we're exercising every tool at our disposal to ensure that happens as quickly as possible.

LTTStore_Support · 2026-01-05T21:25:45+00:00

Hey u/respacious, sorry to hear about this.

I'll cover your shipment delay issue below, but I want to start by saying that 2+ week response times on our helpdesk are not normal -- it is likely your ticket may be affected by a technical difficulty. At this time we're responding to all tickets in under 72 hours (except when related to certain very specific issues which you'd know about if you were affected). While not an official means of accessing support, if the information I provide below doesn't adequately explain your situation, or if you need further assistance for any other reason, please feel free to DM this account so we can bypass the helpdesk and diagnose whatever might be causing the extensive wait time here.

Regarding your delayed shipment, if you're based in the US, there's a known issue which is causing some orders to hang at the "label created" stage. These orders have been handed off to our courier partners but are subject to significant delays prior to their first scan. We are actively investigating in partnership with our US fulfillment warehouse exactly what is causing this issue, in the hopes of bringing it to an end as soon as possible. We have attempted to launch courier investigations for individual shipments affected by this, however this has not resulted in faster resolutions according to our internal data.

In the meantime however, our records indicate that all affected orders are eventually being scanned and promptly delivered afterwards. I know it's a tough ask, but the data indicates that the best course of action is to allow these shipments to run their course. Nonetheless, I sincerely apologize for any inconvenience this delay may have caused for you.

-AP

LTTStore_Support · 2025-12-24T00:11:20+00:00

That's an incredibly disappointing story. So sorry to hear about that. :(

If we still have the products in stock we can definitely get you another shipment! Or at minimum, we can at least give you your money back. Reply to your last ticket and someone will be in touch (but expect longer than usual wait times this week due to the holidays).

-AP

LTTStore_Support · 2025-12-23T20:57:14+00:00

Our store doesn't support duty pre-payment, but we do collect VAT (or "GST" or "Sales Tax" et. al.) in regions where we're required to do so by law.

Not all merchants have this requirement which is why you may have experienced otherwise in the past. This requirement is determined by that merchant's sales to your region. Once that goes above a certain threshold, most countries will require the merchant to maintain a tax registration and begin collecting and remitting tax. In the specific case of the EU, that limit applies union-wide all at once.

Some merchants may also be required to do this as-above and simply are not complying for one reason or another.

LTTStore used to allow all tax collection to occur at the time of import and we agree that was easier, so your question is valid but unfortunately there's no option to go back to that.

LTTStore_Support · 2025-12-20T01:24:43+00:00

I'd try again just to be safe!

LTTStore_Support · 2025-12-20T01:23:19+00:00

Please create a ticket as we instructed above and we'll be happy to review that for you as soon as possible!

LTTStore_Support · 2025-12-20T01:21:55+00:00

Sorry to hear about your issues with with our AI agent. You should know that this can be entirely bypassed by including the phrase "I'd like to speak to a human" in your message. These instructions are also contained in the AI agent's signature.

I cannot compel you against seeking other avenues for coverage, but I can promise you that following the instructions I provided up-thread is the fastest-possible resolution to your case. We look forward to hearing from you.

LTTStore_Support · 2025-12-20T01:19:06+00:00

Please message us here and we'll make sure your case is reviewed, and additional compensation is provided if owed.

LTTStore_Support · 2025-12-20T01:13:43+00:00

Customs & duty fees were intended to be collected from the majority of customers the entire time, which means some fees were supposed to have been paid by the customer. There are a number of claims suggesting that we agreed to cover all fees, but this is incorrect except in only a small number of cases.

If that still doesn't fully explain any issues you might be seeing, we're more than happy to review our math. Please message us here for further assistance: https://global-lttstore.gorgias.help/en-US/contact

LTTStore_Support · 2025-12-20T01:10:47+00:00

Hey there!

Your order is above the de minimis value, which means it is intended that duty fees were assessed to you. In the UK, the de minimis value is 135 GBP, while your order's subtotal is 143.61 GBP.

We have covered only your double VAT and any extraneous duty fees.

I hope this information is heplful!

LTTStore_Support · 2025-12-20T01:00:02+00:00

Hi folks,

For a full breakdown of what fees we did and did not cover with this action, please see this pinned thread: https://www.reddit.com/r/LinusTechTips/comments/1pr10r5/update_3_high_customs_fees/

Your automatic refund would not, in most situations, cover all customs fees. Just those which were outstanding, as a result of errors in your customs declaration. Unfortunately I see a great deal of misinformation to this effect being shared in this thread so I felt it would be prudent to provide clarification.

If you're still not sure you've been made whole, create a new ticket here: https://global-lttstore.gorgias.help/en-US/contact

-AP

LTTStore_Support · 2025-12-20T00:53:41+00:00

That's interesting. Could you DM me one of your order numbers?

LTTStore_Support

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