I’ve heard several instances of this, regardless of where it was purchased. The one thing in common was they were all shipped by UPS.
Seems it is UPS that didn’t do their homework…
My order was to be sent by DPD , the tracking status for the last 3 weeks is showing that DPD are still waiting on the parcel. I requested a refund this morning.
I can understand the current issues with customs but I can’t understand the lack of information prior to placing an order that it was being shipped from Holland and maybe impacted by the customs changes caused by Brexit.
Given the size of the company I also cannot understand the lack of support and general information forthcoming from Zwift which has surprised me.
So, I’ve still not heard anything from Zwift other than the updates in this forum but today the UPS tracker has updated to say my parcel is scheduled for delivery tomorrow morning. Anyone else?
I get that message from UPS every Sunday, but I am afraid it is an automated one.
I now have a message updated on the UPS tracker to read “Your package has been delayed due to an export gateway hold”. On a slightly positive note it does appear to have moved location from Eindhoven to Apeldoorn so it still exists 
. It’s only taken 15 days to get there.
January 19 update
We’re down to a very small number of customers whose orders are still hung up in Customs. We’re working to get these shipments cleared and moving again.
If you’re in this group - we’re sending an email shortly with order status. You’re almost in the home stretch, and we apprciate you hanging in!
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Who chose the shipment companies zwift!
My order has just arrived! I ordered on the 8th Jan, so hopefully things are now moving and this issue is finally sorted out.
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Can you give any more information on which freight companies you’ve managed to clear, issues yet to be resolved, timescales involved.
It’s been 3 weeks since I placed my order on the 29th December and the only update from the 30th December is that DPD are still to receive the parcel.
Given the length of time since I placed my order I don’t think it is unreasonable to expect a more detailed response.
January 20 update
@Danny_Halpin and others whose orders are still undelivered:
Each order needs to have updated paperwork and necessary duties paid to clear Customs, and this is what we’ve been working on for all orders in limbo, regardless of which carrier was selected. As you might imagine, all carriers are inundated with update requests from customers, so receiving status updates has been challenging for Zwift as well.
Despite that opacity, we feel confident that most orders are clearing Customs and heading to their destinations.
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Hi @Tim_Howell welcome to Zwift forums!
Thank you for stopping by to let us know your order arrived. It’s very nice to hear good news on this thread.
My order hasn’t arrived yet. Another day of waiting since Jan 5th.
thanks for the update, its appreciated.
Are you able to give an indication of when orders that have been lost will be identified and refunded?
I 'm assuming this is the case for my order based on the tracking information
I’ve just received an email from Zwift saying that they’re looking into it but when I replied asking for more information I got an email back saying that my response will not reach the team!
I ordered a trainer on 2nd January and have only been told that there are delays with no evidence of how they’re going to resolve it.
On 4th January I also ordered trainers from Wahoo. They had the same problems with UPS but have since resolved it by:
- UPS charged me import fees.
- I paid them and Wahoo refunded me.
- The trainers arrived a few days later
Whilst not ideal at least it was a solution. I’m really not happy with Zwift sitting on £1200 of my money with no plan of action to refund or deliver the trainer.
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I am in a similar position to others on here. Ordered a Kickr bike on the 4th Jan and have still not received my delivery, apparently in Eindhoven. Had no updates from Zwift without me instigating them. This is not a small purchase to me and I think I like others on this thread I have been very patient whilst Zwift sit on my money. This is not a good reflection on the Zwift brand, very disappointing. COVID and Brexit is challenging for everyone but it’s not like Brexit was a surprise!
January 21 update
@Ant_Adams
For the UK orders in transit currently - Zwift paid the duties in order to clear your goods through the Customs logjam. Zwift has already absorbed this cost, so the carrier should not ask you to pay it again.
In the event the carrier insisted you pay additional duty - please contact us for reimbursement. We don’t handle financial inquiries on this forum because it requires you share your private information.
To be clear: when the UK Zwift Shop re-opens, the customer will be billed the VAT.
@Danny_Halpin The carriers have assured us that your orders should make it through, despite these delays. In the event we get notified that a delivery has gone astray by either the carrier or by you, we will ask the carrier to locate and redeliver. Failing that - we will initiate a refund.
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Hi Shuji,
I also had an email from Zwift confirming this which I’m assuming you were behind, thanks for looking into this and answering my concerns.
I’ll look forward to receiving my order
cheers
Danny
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@Danny_Halpin, that’s our Zwift Shop team. They’ve been working tirelessly on your behalf.
More like a balls up from the British government in not informing the haulage companies that they’d be responsible for payment of and collection of import duties.
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Who chose the government that didn’t engage with the haulage or courier companies