Hi AirGradient Forum,
On 2025-11-09, I ordered an AirGradient ONE device. I am located in Germany. It has not arrived yet. What is the typical delivery time to locations in Germany?
Kind regards,
Florian
Hi @florian! There have been issues with a few orders getting stuck in German customs in the last 2-3 weeks, unfortunately. I believe you already have a support ticket with us (if I’m not mistaken)? We’ve re-shipped these few specific orders that have had these customs issues via DHL Express. If you are who I think you are, your order should be re-shipped tomorrow or on Monday. Sorry for the trouble!
Ah, sorry! In that case, please submit a support ticket here: https://www.airgradient.com/support/ and include your order number. We’ll have a look at the tracking status and act accordingly to get your order as soon as possible.
I just submitted a support ticket with the order number included.
It seems that the parcel is still stuck at customs.
We have now swapped to shipping DDP with DHL to Germany to try and avoid these issues (and decrease shipping time significantly). We need some time to tell, but hopefully this will improve the process and reduce issues.
The parcel has been stuck at customs for two weeks.
Just for your information:
I ordered Nov. 25th and received the parcel yesterday (picked up today).
Hi @florian! We’ve re-shipped your order with DHL. Sorry for the delay. With DHL Express, the customs issues have been largely resolved.