Hello Danny,
Thank you for taking the time to share your experience—we’re genuinely sorry for the confusion and frustration this situation has caused. We truly appreciate you bringing it to our attention.
As a nonprofit organization rooted in public health and harm reduction, we offer these safety tools not as a traditional retailer, but to directly support our broader mission of community outreach, peer education, and public health advocacy. Every purchase helps fund our programs, and because these products are an extension of our mission, any concern involving them is taken with the highest priority. We deeply value the trust people place in us and are committed to addressing issues promptly and respectfully.
We’d like to clarify that we do offer international shipping to Canada, as noted during checkout. We ship to Canada daily and rarely encounter issues like this. That said, customs processes can sometimes present unexpected challenges. In some cases, Canadian customs may request a broker or additional documentation to release certain items, including drug checking kits.
In the cases where customs requires additional documentation (such as a manufacturer’s declaration), UPS typically acts as the broker and handles that process directly with us, as well as collecting duties or customs fees from the receiver and facilitating delivery. In this case, however, because UPS didn’t broker the package, they didn’t communicate with customs and weren’t able tell us what was needed to move the shipment forward. We understand how confusing and inconvenient this can be, especially when expectations are based on previous experiences with carriers like UPS.
Our kits are harm reduction supplies and not classified as regulated medical devices under U.S. or Canadian law. In our past experience, this has not prevented delivery but unfortunately, even fully compliant shipments can still face hurdles due to varying import laws or customs discretion.
We do our best to outline these potential risks in our FAQ and shipping policy, but we recognize that this experience didn’t meet your expectations—and we’re truly sorry. We never want any customer to feel misled or unsupported. We appreciate your feedback and are actively working to improve how we communicate about international shipping challenges more clearly and proactively.
Our customer service team has already issued a full refund, and our team is here if you have any other questions, or if there’s anything else we can do to support you.
Thank you again for your patience and for giving us the opportunity to address this and improve.
Warmly,
DanceSafe
