Nuts held by UPS!!!

I bought my nuts and files from Warmoth in the States, who previously supplied the body, neck and bridge for my guitar. I've been watching the progress of my package across the world via the UPS site which is very exciting - at the moment it is inbound (outbound? - unbound..?) from Philadelphia to places unknown.

So imagine my surprise and delight when I got a phone call this morning telling me that UPS UK had the parcel, that it could be delivered on Monday but that they couldn't release it until I paid customs duty and VAT (sales tax) of £20. Over the phone. With my credit card. Now.

Delight turned to suspicion.

"But in the past I've always paid any outstanding duty and tax by cheque when the goods were delivered."

"I'm afraid we can't do that, sir... waffle waffle blah."

"Well, I'm not very happy about giving out my credit card details over the phone - is there somewhere on your web site that I can see the invoice and make the payment?"

"Sorry, that service is not available."

"OK - is there a number I can call you back on to confirm that I'm talking to UPS?"

So the guy gave me the UPS Customer Service number. I visited the web site to check that it was authentic and a couple of hours later phoned UPS.

I got through to the 'Query Customs payment' section, gave my waybill number and confirmed my name. I was told the value of the goods was $92 and that I had to pay custom duty and VAT, and that I also had to pay VAT on the shipping.

This was getting really baffling. How could I pay UK sales tax for shipping which I'd already paid for in America?

Even more baffling, according to the email from Warmoth, my goods came to a total of $56 and a shipping fee of $32 (total $88) - and I'm being asked to pay approx. $36 in tax?

The guy on the other end of the phone was good. Long silences while he waited for me to work through my confusion and despair. The two of us said nothing for a while. Finally I gave up.

"OK, I give up. Can you put me through to the department for taking payments please."

A ring tone and then, "Waybill number please".

I gave my name and number.

"I'm sorry sir, we can't take payment from you yet. The goods have not yet arrived in the country".

What!

"We don't yet know the value of the goods sir - we can't issue an invoice and take payment until the goods arrive."

"But I got a phone call this morning..."

"The goods haven't arrived yet sir. We can't do anything until the goods arrive."

"Ummm... well, I'll wait until I hear from you, thanks..."

So what do you think? Conspiracy or cockup?

And meanwhile, I've got no nuts!