MY DJI MINI 4 PRO has been sitting in customs for a few days and has not moved! Im assumeing it should had started to move  cause when they called they asked for information, in which i gave, and it states online that it went through. But its still being held up in customs. How long must i wait before this needs to be addressed? I purchased the drone with the idea of taking it on vacation and now it wont be in delivered in time.

ORDER # 0012368002719

MY DJI MINI 4 Pro is sitting in Louisville, KY!!!
Could really use some assistance here!!

Hi there,

We apologize for the inconvenience you have experienced. We are checking this further with the relevant team and will get back to you as soon as we receive an update.

Thank you for your understanding and patience.

I have been waiting since 12/8/24 for my drone.  The first one DHL\customs sent back toDJI, then DJI re-shipped via UPS.  It has been in KY UPS since 12/21/24.  Toxic Substance form was not filled out by DJI and no Tax ID was tagged at first.  UPD called me the other day.  I filled out Toxic s... form and gave UPS my SS for Tax ID.  Now early this morning I got an email from DJI that the package is now being sent back to DJI from customs.  This is just ludicrous.
Good luck!!!

Oh no that's terrible! I'm sorry to hear that.  I was never asked about a form. And from what I gather it's suppose to be DJI that fills out the form.  Has there been any success on people who order that you know if ? Should I just ask for a refund? Thanks for the input and suggestions if you can provide.

stocks101 Posted at 1-10 04:03
I have been waiting since 12/8/24 for my drone.  The first one DHL\customs sent back toDJI, then DJI re-shipped via UPS.  It has been in KY UPS since 12/21/24.  Toxic Substance form was not filled out by DJI and no Tax ID was tagged at first.  UPD called me the other day.  I filled out Toxic s... form and gave UPS my SS for Tax ID.  Now early this morning I got an email from DJI that the package is now being sent back to DJI from customs.  This is just ludicrous.
Good luck!!!

Hi there,
thank you for reaching out.

We apologize for the inconvenience. Could you please provide us with your order number so that we can investigate this matter further for you?

Looking forward to your response!

It seems like everything DJI is being held up by Customs here in the USA.  I was lucky and did get my Mini 4 Pro a couple weeks ago.  However, I wanted the drone controller without the screen since I prefer flying with my tablet.  At the same time I also ordered a Plus battery and charging block.  At the time DJI stated shipping on 12 January, and that was OK.  Now wondering if I will ever get it and maybe should have ordered two since they seem to be out of stock everywhere!

Ranger7777 Posted at 1-10 09:28
It seems like everything DJI is being held up by Customs here in the USA.  I was lucky and did get my Mini 4 Pro a couple weeks ago.  However, I wanted the drone controller without the screen since I prefer flying with my tablet.  At the same time I also ordered a Plus battery and charging block.  At the time DJI stated shipping on 12 January, and that was OK.  Now wondering if I will ever get it and maybe should have ordered two since they seem to be out of stock everywhere!

Hi there,
thank you for reaching out.

We apologize for the inconvenience. To assist you further, can you share the order number with us? Looking forward to your response!

My order number is 0012368002719. Any assistance with this matter would be greatly appreciated.

Klutch1 Posted at 1-10 14:15
My order number is 0012368002719. Any assistance with this matter would be greatly appreciated.

Hi there,
thank you for reaching out.

We appreciate your cooperation and the update provided. We will check with the relevant team and get back to you once we receive an update!

DJI Diana Posted at 1-10 13:22
Hi there,
thank you for reaching out.

Hi, I PMed the order number for the battery and Charging block

Ranger7777 Posted at 1-10 18:06
Hi, I PMed the order number for the battery and Charging block

Hi there,
thank you for reaching out.

We have responded to your personal message!

stocks101 Posted at 1-10 04:03
I have been waiting since 12/8/24 for my drone.  The first one DHL\customs sent back toDJI, then DJI re-shipped via UPS.  It has been in KY UPS since 12/21/24.  Toxic Substance form was not filled out by DJI and no Tax ID was tagged at first.  UPD called me the other day.  I filled out Toxic s... form and gave UPS my SS for Tax ID.  Now early this morning I got an email from DJI that the package is now being sent back to DJI from customs.  This is just ludicrous.
Good luck!!!

Hi, there
We apologize for the inconvenience.
Regrading your order status, we just sent you the PM.
Could you please check it? Thanks

Any chance I can have a rep call me?

Klutch1 Posted at 1-12 09:48
Any chance I can have a rep call me?

Hi, there
Regarding your order, please be assured that we will keep an eye on it. Once there's any feedback we will get back to you by PM as soon as possible.
Thanks for your patience.

I had a missed call from a DJI Rep that left me a message stating that they would give me a call the following day, but i never received the follow up call. They asked if i want to either wait it out or get a refund.  Just curious if anyone had any success on getting their drone

Air 3s has been stuck in customs for about 6 days now in Miami. Have submitted my info to DHL but this is taking longer than expected

rexlba Posted at 1-14 20:34
Air 3s has been stuck in customs for about 6 days now in Miami. Have submitted my info to DHL but this is taking longer than expected

Hi there, sorry to hear that your order encountered the customs issue. May we confirm if your order number is *********0311? After confirming with you, we will forward it to our relevant team for further checking. Looking forward to resolving this for you. We appreciate your kind patience and understanding.

Klutch1 Posted at 1-14 05:12
I had a missed call from a DJI Rep that left me a message stating that they would give me a call the following day, but i never received the follow up call. They asked if i want to either wait it out or get a refund.  Just curious if anyone had any success on getting their drone

Hi there, sorry for not being able to respond to you in time. We have verified with the relevant departments the reason for not calling you a second time. In addition, we would like to confirm with you whether you need a refund or a resend and will feedback to the relevant team as soon as possible for follow-up processing. Thank you for your understanding and cooperation.

Update: The drone has now been scanned as "On the way". after sitting there for 18 days. The last scan took place on the 16th of January. Here it is 4 days later and still no scan or update since the 16th. Is this normal?  I tried calling the UPS Warehouse Louisville, KY, United State, but of course UPS does not work today.

Klutch1 Posted at 1-20 06:59
Update: The drone has now been scanned as "On the way". after sitting there for 18 days. The last scan took place on the 16th of January. Here it is 4 days later and still no scan or update since the 16th. Is this normal?  I tried calling the UPS Warehouse Louisville, KY, United State, but of course UPS does not work today.

Hi there, after checking our team were unable to get through to your call. Sorry for have kept you waiting for so long. Since your order encountered customs clearance issues, we would like to confirm with you again whether you currently need a refund. Once we receive your reply, we will feedback to the relevant team to handle the refund request for you as soon as possible. Thank you for your patience and understanding.

rexlba Posted at 1-14 20:34
Air 3s has been stuck in customs for about 6 days now in Miami. Have submitted my info to DHL but this is taking longer than expected

Hi rexlba, sorry to have kept you waiting. We have contacted you via PM, could you please kindly check it? Looking forward to hearing from you. Thank you.

So, I received 2 emails back to back from DJI. One stating that I'm getting a refund, and the other was that the courier states it was delivered.
One- i never requested a refund just yet, due to UPS tracking saying that "its on the way"
Two- I never authorized a refund just yet

I clearly told the DJI rep that i would wait a little longer and would call them back when i was ready to give up on "customs" and request a refund then.
I ordered on Jan 3rd ...... finally cleared customs on the 16th. Was waiting for the next scan. Here is the a copy of the track status- DJI REP- please call me!!

01/16/2025
2:15 P.M.        On the Way
Import Scan
Louisville, KY, United States
01/16/2025
12:31 P.M.        Warehouse Scan
Louisville, KY, United States
01/15/2025
12:11 P.M.        Warehouse Scan
Louisville, KY, United States
01/14/2025
12:29 P.M.        Warehouse Scan
Louisville, KY, United States
01/13/2025
11:58 A.M.        Warehouse Scan
Louisville, KY, United States
01/12/2025
9:49 A.M.        Warehouse Scan
Louisville, KY, United States
01/11/2025
10:57 A.M.        Warehouse Scan
Louisville, KY, United States
01/10/2025
10:52 A.M.        Warehouse Scan
Louisville, KY, United States
01/09/2025
12:47 P.M.        Warehouse Scan
Louisville, KY, United States
01/08/2025
10:14 A.M.        Warehouse Scan
Louisville, KY, United States
01/08/2025
7:30 A.M.        Due to weather, your package is delayed.
Louisville, KY, United States
01/07/2025
9:52 P.M.        Import Scan
Louisville, KY, United States
01/06/2025
2:34 P.M.        UPS has received the information needed to submit your package for clearance.
01/06/2025
7:30 A.M.        Due to weather, your package is delayed.
Louisville, KY, United States

Also, i never received the product as you can see through the UPS tracking. The email from DJI-

Dear Customer,

This order has already been delivered according to the courier company. If your package is missing, damaged, or has any other issues, please contact us at support@dji.com.

I never received the product
I'm so confused. I don't know where the disconnect is. I was informed by the DJI reps that they would note our conversations.

Klutch1 Posted at 1-21 19:27
Also, i never received the product as you can see through the UPS tracking. The email from DJI-

Dear Customer,

Hi there, sorry to hear about your feedback. We will continue to contact you via private message. Thank you for your understanding and patience.