Reply from TapstitchSep 20, 2026
Hi Heath,
We’re sorry for the experience you’ve had, especially after dealing with a production delay, an out-of-stock item, and then an unexpected charge from DHL after paying for express shipping.
You raised several concerns that we take seriously.
First, you should not have had to contact us to find out that an item was out of stock after your order had already exceeded the expected production timeframe. We know how important predictable production and proactive communication are, particularly for customers relying on us for their business.
Regarding the additional $25 requested by DHL, we also want to provide some context while acknowledging where we could have done better.
This was not an additional shipping fee charged by Tapstitch. With International Express shipments, the carrier may collect import duties or other customs-related charges when a shipment clears customs in the destination country. These charges can vary depending on the shipment and local customs requirements, so unfortunately, we’re unable to determine or accurately estimate the amount in advance.
However, your feedback has highlighted something important for us: while the amount itself may not be predictable, the possibility of an additional customs-related charge should be communicated more clearly when customers select their shipping method at checkout.
We understand why receiving an unexpected $25 payment request from DHL after already paying for express shipping felt like a hidden cost. The information presented during checkout did not make that possibility clear enough, and that is something we need to improve.
Thank you for calling this out. We’re taking your feedback back to our team to review how we communicate potential import-related charges during checkout so customers can make a more informed shipping decision before placing an order.
We’re also sorry to hear about the sizing inconsistency you experienced. Reliable sizing, production timelines, and proactive communication are all important for customers evaluating Tapstitch for ongoing business, and your experience clearly fell short in these areas.
Our Customer Experience team will follow up with you directly to better understand the sizing concerns and review the production and out-of-stock experience.
We appreciate you being direct about what went wrong. While we can’t control the customs charges applied during international express delivery, we can—and should—do a better job of making customers aware of that possibility before they choose the shipping method.
– The Tapstitch Team
