Brian Kroeker, President of Little Rock Printing, is navigating a sudden logistical disruption: DHL’s suspension of business-to-consumer shipments over $800 to the United States. To adapt, his company is consolidating orders and turning to alternate carriers—a shift that has introduced new challenges. While Canadian clients remain largely unaffected, American customers are now facing delays and rising costs—particularly punishing for small businesses operating on razor-thin margins.

Kroeker sees this moment as a potential tipping point that could accelerate a broader shift toward U.S.-based warehousing and a more business-to-business-oriented model. His advice for Canadian small businesses is clear: act quickly, stay informed, leverage digital tools, and maintain customer transparency.

Scott Douglas Jacobsen: How has your company prepared for the DHL policy pause?

Brian Kroeker: We have begun adjusting our internal workflows in anticipation of DHL’s policy pause. For any B2C orders over $800, we are working with customers to consolidate shipments into smaller value parcels or proactively shift some larger orders through alternative carriers. It’s not the ideal situation, but it will help reduce friction.

Jacobsen: What are the immediate operational or customer-facing impacts?

Kroeker: The immediate impacts are twofold. Operationally, we are dealing with more paperwork and coordination from the customer side and potential delays or surprise fees, which isn’t great for the broader experience. Although most of our clients are in Canada, we’ve made our U.S. customers aware of these changes and offer more transparent communication around customs timelines and order values.

Jacobsen: What effect might these changes have on American compared to Canadian customers?

Kroeker: This has a disproportionate effect on our American customers. Our Canadian customers aren’t impacted at all, while for U.S. B2C orders—especially for personalized or lower-margin products—we’re seeing increased cost pressure. Smaller businesses like ours, which operate on tight margins, feel that strain—mainly when every extra compliance step eats into time and labor.

Jacobsen: How do smaller businesses with smaller margins see these shipping and compliance burdens?

Kroeker: These types of issues aren’t new, but they do compound the broader challenges already being faced, such as rising shipping costs, currency fluctuations, and supply chain delays. So yes, you could say it compares.

Jacobsen: Does the added complexity compare with other challenges small businesses regularly face?

Kroeker: These types of issues aren’t new, but they do compound the broader challenges already being faced, such as rising shipping costs, currency fluctuations, and supply chain delays. So yes, you could say it compares.

Jacobsen: Will these U.S. customs enforcements accelerate industry-wide changes within Canada?

Kroeker: I think this may push some Canadian businesses to look at U.S.-based warehousing or 3PL partners, and in the longer term, it could accelerate broader shifts toward B2B fulfillment or localized production models for U.S. customers.

Jacobsen: Any advice for Canadian small businesses navigating these new customs protocols?

Kroeker: My advice is to do not wait. Figure out a solution now, talk to your carriers, understand the different options, and be ready to communicate clearly with your customers. Consider leaning on digital tools to flag order values at checkout and help guide compliance before shipping becomes problematic.

Jacobsen: Thank you for the opportunity and your time, Brian.