We've had some users report challenges with their local customs office in the EU, and in particular Germany. The vast majority of EU shipments and most German shipments are going through without much hangup due to customs. However, some are getting hung up and there's a few things that can be done to expedite the process.

First, some information. Arsenal is fully compliant with all regulations in countries it ships to, including EU/CE regulations. If you're having difficulty with customs in the EU, there's a few things that you can do. 

  1. Provide the EU Declaration of Conformity letter to customs, located at https://witharsenal.com/EUdeclaration.pdf
  2. Some report a problem with the CE marking not being on the device, refer to the EU Declaration of Conformity. A marking is not required for all products, and Arsenal has an exception.
  3. A few customers have stated customs requires a physical address in the country being shipped to. This is an incorrect interpretation and addressed in the attached document as well.
  4. In Germany, some have been looking for a German manual for customs. You can show them that here: https://support.witharsenal.com/quick-start-guide-german

Let us know if you have any problems with customs after trying this, or if you have any questions. Thanks!

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