The experience was ok The experience was ok, but a bit confusing for a first & probably only time using the service. Also, once I did give all the information that was needed, I tried to contact your company twice to find if the item had actually shipped, but no one would answer my questions. I’m still not clear if the item is on its way or not & I’m just hoping that no news is good news…….-

Their customer service cmmunication is awful Their customer service cmmunication is awful. My first time importing from overseas and it's very difficult getting answers for things I don't understand. Trying to search their site is very difficult as well and constantly give not found messages. Even logging in is difficult. If you go to clear it .com, there's no place to sign in just sign up, and they don't have an app. I ended up finding a independent customs broker because it was so aggravating through this platform. At least I get my questions answered right away and and explained.

Negligent and Unprofessional Email support alternates between slow and completely unresponsive, and there is no way to reach someone by phone. Web portal and chat is buggy and poorly designed. Since their platform is online and requires a degree of autonomy from the user, I thought this could be a faster, cheaper solution to traditional customs brokers. I set up a trial order, submitted all documents and waited for their team to complete document review and account verification. Over the following days, I was asked to complete the same tasks and submit the same documents multiple times, then waiting periods of 12 hours at times before receiving email replies to simple questions. After 5 (business) days of this, I was fed up and contacted a conventional broker (Livingston International). They were polite, communicative, and efficient. It took them only 6 hours to complete new client onboarding, account verification, and document review. Again, ClearIt failed to complete these simple tasks over 5 days. I should note that a few of the individuals I communicated with at ClearIt did seem professional, and most (but not all) of my grievances were caused by the negligence of a customer support rep named Leo. I requested the contact information of a manager so that I could file this complaint internally instead of porting it publicly like this but I did not receive contact information of any manager. If a manager at ClearIt happens to read this, I invite you to review the email history between my company and this agent, and I believe you will see my criticism is fair. (Tickets #171964 and #171951)

As a first-time private individual cross board shipment As a first-time, private individual, many of the terms used in the online document requests are unfamiliar. Plus, one has to provide tax ID numbers and power of attorney. So, high risk identity information, plus the unfamiliar terms for shipping documents make the process scary. The potential for errors is high, along with costs and time delay. There was no information to guide first time users. In the end, my shipment arrived as expected.

Takes a little time to get paperwork… Takes a little time to get paperwork together, proof of origin, US customs invoice, PAPS #, BOL and Pro#, and power of attorney. From knowing nothing to do this is took me a few days from start to finish, but crossed the border with no issues!