Choosing a Customs Broker in Canada: 7 Costly Mistakes to Avoid

how-not-to-choose-a-customs-broker-in-canada-7-costly-mistakes-to-avoid

Choosing a customs broker in Canada isn’t just about finding someone to handle paperwork—it’s about ensuring your goods clear borders smoothly, compliantly, and on time. A bad choice can slow down your supply chain, increase your costs, and even put your business at risk of non-compliance with the Canada Border Services Agency (CBSA). 

Many importers, especially those new to international trade, make common but avoidable errors when selecting a broker. In this guide, we’ll break down the 7 most costly mistakes businesses make when choosing a customs broker in Canada, and offer expert tips on how to get it right. 

Mistake 1: Choosing Based on Price Alone 

Price is important—but customs brokerage is not a commodity. A low-cost provider might save you a few dollars upfront but cost you thousands in delays, misclassified goods, or compliance fines later on. 

🔍 What to do instead: 

Evaluate pricing alongside experience, technology, responsiveness, and reputation. Ask what’s included in the fee. Do they offer pre-clearance? Real-time tracking? CARM guidance? The lowest quote often lacks these extras—and they matter more than you think. 

Mistake 2: Ignoring Industry-Specific Experience 

Every industry has unique import challenges. A broker experienced in clearing fashion accessories might not understand temperature-sensitive food products, controlled pharmaceuticals, or restricted electronics. 

🔍 What to do instead: 

Look for brokers with experience in your specific product category. Ask if they’ve worked with similar businesses and what regulatory agencies they regularly deal with—like the CFIA, Health Canada, or Transport Canada. 

Example: If you import organic snacks, your broker needs to be fluent in CFIA labelling, inspection protocols, and pre-clearance documentation. 

Mistake 3: Overlooking Technology Capabilities 

In a digital trade environment, manual processes can slow you down. Some brokers still rely on spreadsheets, email-based updates, or phone calls to share clearance information. 

🔍 What to do instead: 

Ask about their tech stack. Do they offer: 

• A secure client portal? 

• API or EDI integration with your ERP? 

• Automated document storage and reporting? 

Digital systems not only increase speed but improve accuracy and audit-readiness. 

Mistake 4: Assuming They Handle Everything Automatically 

With programs like CARM, the line between what a broker handles and what your business must manage has shifted. Many importers wrongly assume their broker is taking care of everything behind the scenes. 

🔍 What to do instead: 

Clarify responsibilities early. Are you expected to register for the CARM Client Portal and post financial security? Or will your broker guide you through it? Make sure you understand: 

• Who manages tariff classification 

• Who files the B3 forms 

• Who monitors changes to import requirements 

Mistake 5: Not Verifying Credentials and Licensing 

Customs brokers must be licensed by the CBSA to operate legally in Canada. But beyond licensing, you also want to verify whether they’re active members of industry bodies and follow current best practices. 

🔍 What to do instead: 

Check for: 

• CBSA licensing 

• Membership with the Canadian Society of Customs Brokers (CSCB) 

• Compliance certifications (e.g., CTPAT, AEO if relevant) 

  
  

Bonus tip: Ask when their last CBSA audit was and how it went. A reputable broker should be transparent about their compliance track record. 

Mistake 6: Neglecting Customer Support and Responsiveness 

Delays, inspections, or document issues can happen at any hour. If your broker is slow to respond, or difficult to reach, you could be left in the dark while goods sit at the border. 

🔍 What to do instead: 

Test their support before you commit: 

• How quickly do they respond to inquiries? 

• Do they offer after-hours or weekend support? 

• Will you have a dedicated point of contact? 

The best brokers don’t just respond quickly—they proactively flag potential issues before they impact your shipment. 

Mistake 7: Failing to Ask for References or Reviews 

It’s easy to take a recommendation from a colleague or a Google result at face value. But customs brokerage is complex. You need evidence that your chosen broker can handle your volume, compliance level, and communication expectations. 

🔍 What to do instead: 

Ask for: 

• Real client references in your industry 

• Case studies or documented outcomes 

• Online reviews (Google, LinkedIn, industry forums) 

  
  

Red flag: If they can’t provide any of these, it may indicate lack of experience or a poor track record. 

Bonus Tip: Don’t Skip the Discovery Call 

Most high-quality brokers will offer a free discovery or consultation call. Use this as your chance to ask: 

• What types of clients do you specialize in? 

• How do you handle CBSA audits? 

• What support do you offer for CARM? 

You’ll learn quickly whether they’re transactional or truly strategic. 

Final Thoughts: Don’t Let the Wrong Broker Cost You More Than Money 

A poorly chosen customs broker doesn’t just create extra admin—they can cause costly shipment delays, missed compliance deadlines, and lost trust with your customers. 

At Hemisphere, we’ve helped clients recover from preventable import errors caused by inexperienced brokers. With over 40 years of experience, deep industry knowledge, and personalized 24/7 support, we provide custom brokerage services that keep your goods moving and your business protected. 

Looking for a broker you won’t have to second-guess? Contact us today.