MarkySF Posted at 10-24 13:24
Absolutely zero change in status.  It is frustrating that DJI is not communicating on this significant challenge they are currently facing.  Plus, it looks like they are still selling Air 3S to US consumers without any warnings that they can’t currently consistently import them into the US.  Happy Thursday!

Today is day 5 in customs and DHL informed me that they need more information - including my social security number and what the shipment consists of.  So at least this is new and perhaps a sign that there is progress.

A word of warning about their forms submission process - they ask for front and back of SS card and if you have two separate photos... you can apparently only send one file then the submission closes down.  I thought I could upload multiple docs like most sites are set up for.  I requested that DHL contact me.  

Convoluted to say the least.

Jimbo67 Posted at 10-25 04:33
Today is day 5 in customs and DHL informed me that they need more information - including my social security number and what the shipment consists of.  So at least this is new and perhaps a sign that there is progress.

A word of warning about their forms submission process - they ask for front and back of SS card and if you have two separate photos... you can apparently only send one file then the submission closes down.  I thought I could upload multiple docs like most sites are set up for.  I requested that DHL contact me.  

Hi there Hallmark007

Jimbo67 Posted at 10-21 06:00
I ordered a Air 3S Fly More kit on 10/18 and it shows it has already made it to the DHL sort facility in the USA.  I guess it was luck.

DHL says expected delivery today... but still has not left Cincinnati DHL sort center.

Good morning, Yes Recieved mine two days ago. No Issues

Ordered 10/21 and just delivered 5 minutes ago. No customs hold in Atlanta prior to being delivered to me in San Antonio.

WShade Posted at 10-25 12:14
Ordered 10/21 and just delivered 5 minutes ago. No customs hold in Atlanta prior to being delivered to me in San Antonio.

congratulations!  

WShade Posted at 10-25 12:14
Ordered 10/21 and just delivered 5 minutes ago. No customs hold in Atlanta prior to being delivered to me in San Antonio.

Glad you got it.  Mine is at the end of day 5 in customs hold at Cincinnati.  

Got an email this morning that they needed proof of my Social Security #, needed a list of what I had ordered and confirmation of address and phone number.  I thought about throwing in a stool sample too.

Their document portal only takes one file (so have front and back of SS card in one image if you have to do this) and you do not learn this until you have sent half of what they are asking for.  A couple hours later I get another email asking for the back of the SS card.

So... at least they are making the effort to cross the T's and dot the i's.   Hoping it arrives in the next 3-5 days.  Ordered it on 10/17.

Cine_Dude Posted at 10-20 15:49
I bought mine from Amazon.

when did you find a Air 3S on Amazon?   thanks.  

Jimbo67 Posted at 10-24 11:43
Any luck with yours?  Nothing here.  4th day in customs.

i had a conversation with DHL today.  Ha, i kept asking if he was a bot and he kept saying no. But the responses were very bot-like.  I tried phoning to speak directly with someone.  But, once again, just got caught by bots and they would never transfer me to a real person to speak to.

the outcome of the online chat was that they said there was nothing else for me to do.   i had provided the information requested and proof of id and they had provided it. and that i should just wait.

i don't think  they have any idea   what is going on. and i think that DJI thinks their role is over when they put into the shippers hands and do not plan to help. and that DHL thinks it is just in US Customs  hands and they have no desire to try and facilitate shipping.  i may get lucky and it clears customs.  but it has been in customs for the best part of a week.   so i do not see what would change there for them  to release it.  and there is no one who really wants to have a detailed discussion.

if nothing has changed by Monday, i will try the daunting task of actually seeing if i can speak to someone in US customs.

i hope others have better luck.

happy friday.  

MarkySF Posted at 10-25 16:07
when did you find a Air 3S on Amazon?   thanks.

He bought his from Amazon UK, not the US.

Jimbo67 Posted at 10-23 16:32
How long should customs clearance take?  I am at 72 hours now in Cincinnati.  Seems like some are getting through quickly but I have not been a lucky one.

Hi there, we're sorry for the trouble caused. May I please ahve your ordernumber for us to check further on this for you and advise accordingly?

Looking forward to your response. Thank you!

MarkySF Posted at 10-23 10:16
Thank you very much.

Hi there, we've forward your order numbe rto the relevant department and waiting for the update. We'll share the updates as soon as we receive the completed details regrding your odrder from the team and I'll help you follow up on this. We appreciate your patience in this matter.

Thank you for your understanding and support!

DJI Natalia Posted at 10-25 20:31
Hi there, we're sorry for the trouble caused. May I please ahve your ordernumber for us to check further on this for you and advise accordingly?

Looking forward to your response. Thank you!

My order # is 0013197084108

DHL asked for some more information yesterday morning but there was no update in the last 36 hours and it is now 6 days that it has been held.

Thanks for any help you can offer.

Jimbo67 Posted at 10-26 04:46
My order # is 0013197084108

DHL asked for some more information yesterday morning but there was no update in the last 36 hours and it is now 6 days that it has been held.

Hi again, Hallmark007

Jimbo67 Posted at 10-26 04:46
My order # is 0013197084108

DHL asked for some more information yesterday morning but there was no update in the last 36 hours and it is now 6 days that it has been held.

Hi there. Thank you for providing the order number. We will check with the relevant department and update you soon. Thank you for your patience and understanding.

Jimbo67 Posted at 10-26 05:12
Hi again, Hallmark007

Hi there. We have replied to other post addressing your issue. Thank you.

DJI Natalia Posted at 10-25 20:34
Hi there, we've forward your order numbe rto the relevant department and waiting for the update. We'll share the updates as soon as we receive the completed details regrding your odrder from the team and I'll help you follow up on this. We appreciate your patience in this matter.

Thank you for your understanding and support!

hello - i hope you are doing well.  is DJI going to do any communications on this situation?  thanks and take care.

MarkySF Posted at 10-26 17:25
hello - i hope you are doing well.  is DJI going to do any communications on this situation?  thanks and take care.

Now in the 8th day being held in customs.   Provided receiver details 48 hours ago then the nightly updates "clearance event" stopped.  

This is stupid.  Why are some units going through quickly while some are held?  Makes no sense.  Tax dollars at work.

I'll update if anything changes.  

Jimbo67 Posted at 10-27 05:51
Now in the 8th day being held in customs.   Provided receiver details 48 hours ago then the nightly updates "clearance event" stopped.  

This is stupid.  Why are some units going through quickly while some are held?  Makes no sense.  Tax dollars at work.

it may have to do with the entry city.   i have not received any change in status either.  and when i chatted with DHL, the customer service rep (who may have been a bot) was adamant that i had done what i needed to do.

im not sure how long US Customs waits to either claim the import or return it.    and, since they are not communicating, we have no idea if DJI is working with US Customs to rectify the situation.

i hope your weekend is going  well. take care.

I am on day 10 with no communication from DHL.  My drone is stuck in the port of LA.  Anyone from Hawaii get their AIR 3S  yet?

Jimbo67 Posted at 10-24 11:43
Any luck with yours?  Nothing here.  4th day in customs.

@jimbo67

is the wording on the attached image exactly what you also see.  hope your weekend has been a good one.  take care.

MarkySF Posted at 10-27 20:32
@jimbo67 [view_image]

is the wording on the attached image exactly what you also see.  hope your weekend has been a good one.  take care.

I provided the SS# and other info last Friday and there has not been an update since.   Nothing.  

Last thing I got was this -


Further Detail
Shipment may contain personal effects, therefore specific customs processing may be required.

Next Step
The status will be updated following further customs processing. A DHL representative shall attempt to contact the importer for any additional requirements if necessary.


The purchase is now on my next credit card statement so I am going to dispute the charge today.  Maybe this will help DJI be more motivated to communicate and/or remediate the situation.

Jimbo67 Posted at 10-28 04:51
I provided the SS# and other info last Friday and there has not been an update since.   Nothing.  

Last thing I got was this -

Thanks.  I woke to see another email from DHL.  I thought it was going to be the one where the package started shipping again.  But it just said the same as my last attachment.  Have a great week.

Jimbo67 Posted at 10-28 04:51
I provided the SS# and other info last Friday and there has not been an update since.   Nothing.  

Last thing I got was this -

I disputed the charge.  I think others should do the same thing as this will put some more pressure on DJI to keep people informed and possibly take stronger action to make it right.

Jimbo67 Posted at 10-28 06:38
I disputed the charge.  I think others should do the same thing as this will put some more pressure on DJI to keep people informed and possibly take stronger action to make it right.

DJI just called me to see how things were going.  They woman said that they would escalate my order to their logistics department but mostly it is still just going to be a waiting game.  I asked how many shipments of Air 3S drones are getting through customs and she did not know.

I also mentioned that many people were in the same situation though I am sure she knew that.  

When anything comes my way I will continue to post here.

Jimbo67 Posted at 10-28 09:40
DJI just called me to see how things were going.  They woman said that they would escalate my order to their logistics department but mostly it is still just going to be a waiting game.  I asked how many shipments of Air 3S drones are getting through customs and she did not know.

I also mentioned that many people were in the same situation though I am sure she knew that.  

Thanks for the updates. Its unfortunate you and a few others are still experiencing issues while I've noticed some have received it and are posting flight and/or video/photo quality checks.

I truly agree with Mark on that DJI needs to communicate this shipping delay to the US customers. Weird how some can order the product and not have issues while folks like yourselves are left disappointed without any updates or product in hand.

Because of this situation I'm holding out until the product is maybe available locally or on Amazon before purchase for fear of not getting the product. Just not sure its worth the headaches and the back and forth that has unfolded.

MarkySF Posted at 10-24 13:24
Absolutely zero change in status.  It is frustrating that DJI is not communicating on this significant challenge they are currently facing.  Plus, it looks like they are still selling Air 3S to US consumers without any warnings that they can’t currently consistently import them into the US.  Happy Thursday!

DJI customer service phoned me.  The reiterated the current status.  However, they communicated this is a customs issue to be worked through with DHL.  They do not acknowledge any higher level issue between DJI and US Customs.  They communicated this is a new process by DHL.  She also communicated they have no information on how long this process will take with US Customs.

I may start looking into what it takes to actually phone and talk with someone with US Customs to understand what is the current status and is there a potential the product will ever be released for shipment.

This is beyond irritating, DHL customs issues to Arizona so no delivery for me today. Still being held in CA customs wanting me to supply my SSN card & personal details along with info that I do not have with tariff line items too…Wtf?

This is ridiculous

Jonathan DesJardins Posted at 10-28 11:59
This is beyond irritating, DHL customs issues to Arizona so no delivery for me today. Still being held in CA customs wanting me to supply my SSN card & personal details along with info that I do not have with tariff line items too…Wtf?

This is ridiculous

i went through that process a number of days ago.  one interesting aspect is this is a process that kicks in for goods that cost $2500 USD or more.  which is a threshold not met by a single dji air 3s.

not long after i the DJI customer service representative phoned me, there was a change in the the DHL tracking status.  this was the first change in quite awhile.  it doesn't seem any more informative. but it is different messaging.

MarkySF Posted at 10-28 14:38
i went through that process a number of days ago.  one interesting aspect is this is a process that kicks in for goods that cost $2500 USD or more.  which is a threshold not met by a single dji air 3s.

not long after i the DJI customer service representative phoned me, there was a change in the the DHL tracking status.  this was the first change in quite awhile.  it doesn't seem any more informative. but it is different messaging.

How long did it take for a DJI representative to call you after you reached out to DJI support?

Below are the comments when I try to log in:

Commercial invoice for shipment AWB xxxxxxxxxx has 2 line item/s. Number of line items submitted must at least match number of line items on commercial invoice.

Jonathan DesJardins Posted at 10-28 16:18
How long did it take for a DJI representative to call you after you reached out to DJI support?

Below are the comments when I try to log in:

You just answer that question with the two items that you ordered.   For me it was the Air 3S Fly More Drone kit and Wide Angle Adapter.  

I think that answers that question.  They are just saying that you list it as it appears on the invoice instead of "Drone, three batteries, neutral density filters... controller".

Jimbo67 Posted at 10-28 16:43
You just answer that question with the two items that you ordered.   For me it was the Air 3S Fly More Drone kit and Wide Angle Adapter.  

I think that answers that question.  They are just saying that you list it as it appears on the invoice instead of "Drone, three batteries, neutral density filters... controller".

Yea but who has these numbers that they want to match on invoicing? Seems like a DJI shipping problem as they should have it all listed out. They’re asking for one additional item but I don’t know what they listed out for item #1.

I’ve never had to waste time with this kind of stuff before & I’ve imported Kei trucks from Japan, Japanese Dunlop tires with ADOT forms but I’ve had all the details.

DJI needs to get on this issue immediately or I’ll just charge back & see what happens

Jonathan DesJardins Posted at 10-28 18:55
Yea but who has these numbers that they want to match on invoicing? Seems like a DJI shipping problem as they should have it all listed out. They’re asking for one additional item but I don’t know what they listed out for item #1.

I’ve never had to waste time with this kind of stuff before & I’ve imported Kei trucks from Japan, Japanese Dunlop tires with ADOT forms but I’ve had all the details.

it is interesting to me.  if, up front they were able to say that it might take 2 weeks to get through customs but we are confident it will, i would not be concerned about it.  but instead, they are simply not addressing the elephant in the room and pretending this is just business as usual.  

i did look favorably that DJI proactively called me.  and while i didn't find the communication very informative and was evasive on the key issue of their current status with US Customs, it at least showed some interest in me as a customer.

at this point, i am willing to wait a little longer.  and see what happens.  i think i definitely have another week of patience.  and then i might decide to see what it takes to actually phone customs.  ha but that must be a step more challenging that calling the dmv.

wish you all the best.  hope that outside of this inconvenience, your week is starting well.

I ordered the Air 3S Fly More Kit only and placed a separate order for my accessories. So, my drone delivery only had one item and delivered in 4 days with no delays. Did you all with the delays include accessories with your order? Just curious.

WShade Posted at 10-29 03:20
I ordered the Air 3S Fly More Kit only and placed a separate order for my accessories. So, my drone delivery only had one item and delivered in 4 days with no delays. Did you all with the delays include accessories with your order? Just curious.

Mine had the wide angle lens adapter as an accessory.


If you have been waiting for more than a week for customs clearance I would suggest disputing the charge on your credit card.  This puts a bit more pressure on DJI as it is then their responsibility to prove that you received the merchandise in order to get the funds released to them.

Something tells me money talks...  maybe.  Not sure the fine folks protecting our USA border have ears to hear however.  They might be too busy passing out gift cards.

My theory above got debunked on another forum. Appears to be no uniform rational for the unfortunate holds.

WShade Posted at 10-29 06:17
My theory above got debunked on another forum. Appears to be no uniform rational for the unfortunate holds.

Still... call your credit card company and dispute the charge.  

Jimbo67 Posted at 10-29 06:23
Still... call your credit card company and dispute the charge.

Call even if he received his Air 3S?

RobZilla Posted at 10-29 06:33
Call even if he received his Air 3S?

Of course not.  Call if you are over a week held in customs.

WShade Posted at 10-29 06:17
My theory above got debunked on another forum. Appears to be no uniform rational for the unfortunate holds.

I wonder who did that...      Still on hold in Cincinnati.

DroneCamGeorgia Posted at 10-29 10:05
I wonder who did that...      Still on hold in Cincinnati.

You my friend