It is with great regret that I’m giving Smallable a 1-star review, due to a serious lack of transparency. The company used to reimburse customs fees, but has recently stopped doing so. While they are entitled to change their policy, this change was not clearly communicated to customers. I was never informed—no email, no visible message on the website, not even a clear notice during checkout. Instead of being transparent, Smallable chose to bury a vague disclaimer at the very end of the checkout process: “USA / CANADA: Increased customs checks may cause delays, additional documents, and customs fees.” This message is easy to miss and gives no clear indication that customs fees are no longer reimbursed. As a returning customer, I naturally assumed this was a standard notice and that Smallable’s reimbursement policy was still in effect. The result? Unexpected fees upon delivery (l$100 of custom fees for a $250 transaction) no reimbursement, and a customer service team that either hides behind a vague “policy update” or doesn’t respond at all. It’s unacceptable that in 2025, a company would choose confusion over clarity. This is not what I expect from a so-called premium brand, and I feel completely misled as a customer.