surface takes 3 months, Canada post does track that parcel into the country, I just keep an open dialogue with that customer assuring him it is not lost.
If they are understanding they will wait.
I do not refund that quickly.
Tell you customer he hasn't allowed enough time and you will get back to him as soon as Canada Post contacts you.
Next week Canada is stilling looking into it because it takes a bit of time.
I Sent an R/C to Australia, before the sale took place I informed the customer that surface take 3 months, otherwise it would be $600 to send a $100 car, they were fine with that, it took over 90 days for them to get it, and CANADA POST informed me the same day they received it that it was delivered.
COMMUNICATION is the big key here, talk to your customer to let them know you are doing everything, and you will keep them informed, and do the same with the claim they launched, and everything will be ALRIGHT.