Dear Cryptosteel Customers,

Disclaimer: US orders are not affected.

UPDATE from 26.02.2021  – anticipated “back to normal” date: early March

  • Restock cargo has cleared the UK border queue and customs and is arriving at the shipping warehouse today.
  • After processing inventory, orders will be sent out starting March 1
  • Status of the UK Certificate of Advanced Ruling Origin: Pending via appeal
  • New supply chain strategy is being discussed and researched. 
  • Number of support tickets resolved the last 7 days: 130
  • Number of refunds given: 51
  • Production – stable

After a month of delays, we have finally been able to get our restock cargo cleared. All backorders will start being dispatched on Monday, March 1st and we estimate that by Wednesday, March 3rd they will have all been sent out.


UPDATE from 18.02.2021  – anticipated “back to normal” date: end of February

  • Restock cargo has cleared the UK border queue and is in the final customs stage
  • The import/export procedure was rejected by UK customs. Re-applied. Pending
  • Status of the UK Certificate of Advanced Ruling Origin: Pending via appeal
  • New supply chain strategy is being discussed and researched. 
  • Number of support tickets resolved the last 7 days: 88
  • Number of refunds given: 37
  • Production – stable

UPDATE from 12.02.2021  – anticipated “back to normal” date: end of February

  • Status of the UK Certificate of Advanced Ruling Origin: challenged by HRMC. We are going to appeal. 
  • The import/export procedure was rejected by UK customs. Attempting to re-apply. 
  • Using a different method of delivery (SEA/AIR) will not help to solve the above problems. We are working on new ideas. A new supply chain strategy is being developed, but it is not ready yet.
  • Number of support tickets resolved the last 7 days: 89
  • Number of refunds given: 25
  • Production – stable

Over the last couple months, we have been facing a number of issues with shipping due to the aftermath of Brexit. We manufacture our products in the European Union, and our primary shipping center is in the United Kingdom for most of the world. After the New Year, we were able to ship for about a week with the remaining stock. However, the UK went into Covid-19 lockdown which prevented our courier services from fulfilling orders. After that, we had to solve how to ship our orders in a post-Brexit world again. We believe that we have resolved this issue and that orders will be able to be fulfilled rapidly and efficiently like before. Unfortunately, we have been unable to restock our products for almost eight weeks now due to post-Brexit customs and border queues. This is the cause of the delays many of you are experiencing now. 

So, here is what we have done during this period:

  • Have three people working on addressing support and shipping issues every day, ensuring 36 hour response times. 
  • Immediate no-questions-asked refunds for anyone who requests one
  • Updating customers as things develop
  • Being transparent and giving you all the information we have

However, we want to make this situation more public so everyone will be able to see the situation. On our website, we will be giving twice-weekly updates on the logistics issues we are facing and our ideas on solving them. 

  • Status of UK order backlog: orders will be sent from first to last – current oldest order is 45 days old
  • When will the situation stabilize? We need 3 days to ship all backordered units once the restock is complete
  • Status of our restock cargo: 16 days In the UK border queue
  • Status of our production facilities: fully functional, no issues whatsoever
  • Status of EU production export allowance: completed 18 January 
  • Status of VAT.EU for UK.LTD company EU tax office: pending
  • Status of UK Certificate of Advanced Ruling Origin UK HMRC: pending
  • We are considering secondary re-stocking attempt via sea or air freight: 7-10 days 
  • Successful Shipping test completed: confirmed 5-8 days to be delivered from UK to EU
  • Fully operational: approximately Early-mid March

This page will be updated twice a week with more updates. Please stay tuned and don’t hesitate to ask us further questions on our support page.

Thank all of you for your patience and understanding during this frustrating situation.

– Cryptosteel Team