• Ordered Air3s on November 1st
• Stuck in US Customs on November 3rd
• Run around between DHL, US Customs and DJI
• Submitted information including SSN and other info which was rejected
• Resubmitted
• This expensive drone is stuck in customs and constant run around...
  

Anyone else run into this? If so, how did you resolve? I work during the day and dont have time for this. Just want my order.

You missed this thread....

https://forum.dji.com/forum.php?mod=viewthread&tid=322057

Mine was held for four days before it cleared at the Miami Port of Entry. I have heard that it can vary depending on the Entry Port and the "Mood" of the Customs inspectors. Good Luck!

Hi there,

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

Team Geezer Posted at 11-7 09:32
Mine was held for four days before it cleared at the Miami Port of Entry. I have heard that it can vary depending on the Entry Port and the "Mood" of the Customs inspectors. Good Luck!

Hi there,

We apologize for any inconvenience caused. Could you please confirm whether you have received your package? If you have not received it yet, please provide the order number for your purchase so we can investigate this further.

DJI Natalia Posted at 11-7 11:57
Hi there,

We apologize for any inconvenience caused. Could you please confirm whether you have received your package? If you have not received it yet, please provide the order number for your purchase so we can investigate this further.

Yes. Thank you for asking. I received my Air 3S on October 22.

Team Geezer Posted at 11-7 12:07
Yes. Thank you for asking. I received my Air 3S on October 22.

Thank you for confirming. If you have any further questions or need assistance, feel free to reach out. We are always happy to help you!

Hello, according to your Forum email address, we have located the relevant order number. After checking with the relevant team, if the customs clearance information is rejected, you can resubmit. The submitted information needs to match the recipient's information. If the information submitted the first time is consistent, then it is recommended that you try to attach a photo of the corresponding document.

DJI Susan Posted at 11-7 22:46
Hello, according to your Forum email address, we have located the relevant order number. After checking with the relevant team, if the customs clearance information is rejected, you can resubmit. The submitted information needs to match the recipient's information. If the information submitted the first time is consistent, then it is recommended that you try to attach a photo of the corresponding document.

Thanks. Is there a customs number I can call?

waynepj3gmail.com Posted at 11-8 01:54
Thanks. Is there a customs number I can call?

Hello. You can contact the US DHL regular customer service hotline: 18002255345

Yup.  I ordered my Air 3S on OCT 19 and still waiting in customs.

My shipment has been held hostage in Miami for 2 weeks. Customs say they will not talk to anyone except DHL and DHL only promises to get back to me  within 24 hours, there have been a dozen 24 hour periods without any response other than demanding repeats of documents that were already submitted. I have a business that imports regularly and have never been subject to this kind of issue before. Given that some shipments in some places move through without issue indicates a local political issue. DJI needs to take this to whatever level it can. In the meantime, redirect shipments away from Miami. I would like to have my order shipped to a non-political destination and delivered via some other means even if it requires replacing the order being held hostage.

djiuser_NjUA8pXIkUX4 Posted at 11-10 03:41
My shipment has been held hostage in Miami for 2 weeks. Customs say they will not talk to anyone except DHL and DHL only promises to get back to me  within 24 hours, there have been a dozen 24 hour periods without any response other than demanding repeats of documents that were already submitted. I have a business that imports regularly and have never been subject to this kind of issue before. Given that some shipments in some places move through without issue indicates a local political issue. DJI needs to take this to whatever level it can. In the meantime, redirect shipments away from Miami. I would like to have my order shipped to a non-political destination and delivered via some other means even if it requires replacing the order being held hostage.

Hi, there
Thanks for sharing the concerns.
Could you please tell us the order number? We will investigate it with our relevant team.
You can send us the DM, and we will check it out for you.
Thanks.

fanse0a17cc5 Posted at 11-9 00:25
Yup.  I ordered my Air 3S on OCT 19 and still waiting in customs.

Hi, there
Thanks for sharing your concern.
Could you please provide the order number?
We will investigate it with the relevant team.
Thanks for your understanding.

Everyone can go thank Skydio for this customs stunt. They lobbied to the correct MAGA person in congress and caused havoc for DJI. Send the skydio CEO an email just like I did telling him how awesome it was waiting for my drone.

Curtis Randall Posted at 11-11 09:03
Everyone can go thank Skydio for this customs stunt. They lobbied to the correct MAGA person in congress and caused havoc for DJI. Send the skydio CEO an email just like I did telling him how awesome it was waiting for my drone.

Will trumps administration end dji imports or will they price them so high that they wont be worth buying .

Curtis Randall Posted at 11-11 09:03
Everyone can go thank Skydio for this customs stunt. They lobbied to the correct MAGA person in congress and caused havoc for DJI. Send the skydio CEO an email just like I did telling him how awesome it was waiting for my drone.

can dji sue?

Antdrones Posted at 11-11 11:01
can dji sue?

They already have...

waynepj3gmail.com Posted at 11-8 01:54
Thanks. Is there a customs number I can call?

Total disaster. Now it says customs wil hold for 30
Days or longer.

Curtis Randall Posted at 11-11 09:03
Everyone can go thank Skydio for this customs stunt. They lobbied to the correct MAGA person in congress and caused havoc for DJI. Send the skydio CEO an email just like I did telling him how awesome it was waiting for my drone.

And now she's Ambassador to the UN.....

Burt37 Posted at 11-11 21:40
They already have...

good, hopefully they win lol

I allow myself to intervene in this purely North American thread to tell you that the problem mentioned by the OP with DHL is not inherent to US customs, nor to MAGA, nor to Skydio...

This is a well-known problem with DHL in Europe, especially by choosing DHL Express which guarantees you a customs hold in 100% of cases.

As far as I can remember, my first experience with DHL was in 2010 when I ordered an RC glider on the website of a Chinese merchant. I fully recognize my experience in what is described in the first post of this thread.

An experience that has unfortunately been repeated several times since. It must be understood that it is DHL's policy to "report" these customers to customs. Because strangely with other delivery services (often cheaper) there is no problem.

For the United States I unfortunately do not have a solution to offer you, but you can perhaps be inspired by what follows.


If you are in Latvia and encounter the same problem with DHL, do not panic.

Go to eds.vid.gov.lv with your personal code and smart ID ready.
Citas sistēmas -> Muitas datu apstrāde -> Importa muitas deklarācijas pasta sūtijumiem (Choose Automatizētā importa sistēma if they have provided the AIS number)

You must provide the invoice, the parcel number, and the bank statement that shows from which account the money went and to which account it was sent.
In usualy less than 24 hours (working days) you will receive an answer.
It is the clearance, or an VAT invoice to pay to the state treasury, or a request for additional info.

At this point you can respond to DHL by providing the clearance.
Last time I even did not have to move to the Lidosta Park, the courrier was at my adress the following day.

Keep in mind that for the customs processing they initiated, DHL will charge you. They call this "processing fee".
2% of the due tax with a minimum of 17 €.
+ 11€ per day where the parcel stays in custom clearance area.


Good luck ! And remember to avoid DHL when possible.

Antdrones Posted at 11-12 06:51
good, hopefully they win lol

Hard to say, as I believe there are no precedents...

DJI Natalia Posted at 11-7 11:54
Hi there,

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

Here is my order number 0010572818319

waynepj3gmail.com Posted at 11-17 18:27
Here is my order number 0010572818319

Hi there, thank you for sharing your order number. May i confirm if you have not received your order yet? Also, have you tried contact DHL to check on this order?

Looking forward to your response. Thank you!

I ordered an Air 3S Combo RC-N3 on 11/15/2024, it arrived on 11/19/2024. Before that I ordered a Mini 4 Pro Combo RC2 on 11/5/2024 it arrived on 11/12/2024. Before that was the DJI Neo on 10/26/2024 it arrived 11/07/2024 and finally the DJI Avata 2 on 5/29/2024 arrived 06/03/2024

The DJI Neo traveled to 7 states before finally reaching me, it finally did.

Mine just got rejected in Miami; it's on its way back to HK.  

I too have my order held up, for me in MN, order held in IN.  Order #: 0010581406811

It's been stuck with Customs since Monday.  (today is Friday).  I have messaged DHL.. they say "stuck in customs".  I called today (number above), eventually got through to someone who promised a call back within 2 hrs.  I did not receive a call; but rather an email.  Canned email Response:

"Hello Nathan,
Thank you for your patience during this clearance process. We understand how the delays on this shipment can be frustrating and we apologize for the inconveniences the clearance delays have caused you.  At this time your shipment is under an exam/detainment inspection. This can take up to 30-90+ days to process. There is no further information needed to clear this shipment. US Customs will either get back to us with a clearance for delivery or they will contact you directly for updates by US Mail. I will close my researching file at this time. If you have any further questions please feel free to contact us directly at 1-866-600-0014"



On the plus side, 100 days isn't forever, but it may feel like it.  Any help from DJI would be appreciated.

My DJI s3 shipped 11/19 still waiting in customs to clear..30-90days to clear is nuts…

Ordered Mini 3 on black friday and it is stuck in customs in New York. It was a Christmas gift. Should I cancel and try to find elsewhere or hold out?

Order DJI Air 3s on 11/18/24 held in custom in Atlanta through DHL order # 0018184622096 received call from DJI rep to resend or refund not sure what to do.

djiuser_7pfPOe6EY5w0 Posted at 12-9 17:57
Order DJI Air 3s on 11/18/24 held in custom in Atlanta through DHL order # 0018184622096 received call from DJI rep to resend or refund not sure what to do.

I have gotten the same offer.  I figure ill just keep trying to get them to resend until one makes it through

Ugh.. and DHL notified product didn't make it out of customs.. returning to DJI.  FML

DJI Chat Support is pretty worthless.  Gave me the same "refund or resend".  Resend option would require an additional 7-14 days to process with no guarntee Customs won't interveve again.  They suggested I get refund and reorder.. however, they tell me they use DHL by default (no choice, UPS icon is what's shown on order page).  My repeated request was for them to resend TODAY and use Fed Ex.   They refused.  They offered to give me $20 credit on my next order (could not use on a reorder today) (about 1% on the full $1,921.91 retail order).  They offered to have a representative call me in 24-48 "business hours" - which, being Saturday, would seem to indicate up to 4 days.  

Ugh.  Another example of shotty Chat Support - online support that directs you to call.   I have little doubt that where I to call, I would be prompted to use the online support option.

While I am cognizant of the fact DJI is a victim here too, US Customs being the perpetrator, they have had months to come up with a better plan.  I don't know why they cannot send out new drone via Fed Ex or other prominent US carrier.  DHL seems to be more scrutinized.  I could be wrong.   Anyone running into issues with Fed Ex or UPS?

I had ordered a mavic mini 3 on Black Friday for the sale. After being stuck in customs for a week just got the notification from DHL that it is being returned to sender. Guess I am now missing a Christmas present, and am also going to miss out on the black friday deal...

I ordered a DJI Mini Pro Drone and it has been held in Ohio Customs for over a week. I can't get DHL customer Service to respond. How do we get a refund from DJI? Thanks in advance for any assistance.

Mine, Air 3S Fly more etc, just got held today, it's a Christmas gift or was by what I'm reading here, should had ordered at best buy or gotten something else, i didn't know this was coming from Hong Kong, I'd figured they have a warehouse or something here in the states to avoid issues like this, boy was i so wrong, sad because it's a great product by what I've read & seen online but nothing in my opinion is worth all this hassle in this modern times we live in, seems customs moves like if they are still in the early 1800's