I got a call on Friday (1/17/25) from someone claiming to be from UPS and he wanted me to give him my social security number so they could ship my Flip to me.  I was suspicious and didn't give it to him.  Today (1/23/25) , I get this email from UPS:

This shipment is undergoing US Customs importation clearance.  Nothing  is needed at this time.  Once CBP has completed their exam, UPS will be  notified.  If anything is needed, UPS will then reach out to the  shipper/cnee.  Until then, this is out of UPS control and no ETA can be  determined at this time.

This is the first time this has ever happened, and I have bought a lot of things from DJI.  Anyone else have this problem?

Hi there, we apologize for the inconvenience caused. Could you please provide us the order number? Looking forward to your reply.

Hi there, we are sorry to hear that your order encountered customs clearance problems. We have contacted you via private message for more details, please check it carefully. Thank you for your cooperation and understanding.

Yes ! Ordered same on January 15th. Held in customs since the 18th . After back and forth between ups , DJI support, tax id provided, DJI stated drone must be returned to them and is refunding me the order. I’ve been ordering most of my DJI Products directly from DJI store since 2013 . This is totally news to me . It seems like a randomly selected batch of orders are being detained. Some have had their drone detained for 40 days .

HQCARIELLO Posted at 1-24 14:12
Yes ! Ordered same on January 15th. Held in customs since the 18th . After back and forth between ups , DJI support, tax id provided, DJI stated drone must be returned to them and is refunding me the order. I’ve been ordering most of my DJI Products directly from DJI store since 2013 . This is totally news to me . It seems like a randomly selected batch of orders are being detained. Some have had their drone detained for 40 days .

Wow, that's not good news.  40 days!  Why in the world would CBP suddenly be interested in hobby drones?  

So did you ever get your drone delivered?  And if/when you got it did you have to send it back to DJI?

HQCARIELLO Posted at 1-24 14:12
Yes ! Ordered same on January 15th. Held in customs since the 18th . After back and forth between ups , DJI support, tax id provided, DJI stated drone must be returned to them and is refunding me the order. I’ve been ordering most of my DJI Products directly from DJI store since 2013 . This is totally news to me . It seems like a randomly selected batch of orders are being detained. Some have had their drone detained for 40 days .

Hello HQCARIELLO,

We're sorry to hear about the customs issue you've encountered. Could you please provide us with your order number? This will allow us to further investigate the shipping status and assist you more effectively.

Thank you for your continued support and understanding of DJI.

fans46a60fd2 Posted at 1-24 14:24
Wow, that's not good news.  40 days!  Why in the world would CBP suddenly be interested in hobby drones?  

So did you ever get your drone delivered?  And if/when you got it did you have to send it back to DJI?

Never got delivered. Every day it updates the delivery estimate for next day but it remains in Louisville. 15 scans and no movement. DJI assures me that I’ll get a refund . DJI gave me some credits to use in the DJI store . Last week I provided my tax ID to UPS at no avail .

DJI Stephen Posted at 1-24 17:48
Hello HQCARIELLO,

We're sorry to hear about the customs issue you've encountered. Could you please provide us with your order number? This will allow us to further investigate the shipping status and assist you more effectively.

0015282584106

DJI chat already told me that I’ll get a refund .
And that I can try buying it  in my local DJI dealer .

HQCARIELLO Posted at 1-27 08:22
0015282584106

DJI chat already told me that I’ll get a refund .

Hello. Your order refund request is under processing and your payment will be fully refunded using the same method that was used. The refund process will be completed in about 1-3 business days, depending on the payment method (except bank transfer, which may be completed in about 7-14 business days). Thank you for being so patient. If you have any questions, please feel free to contact us.

My Flip order is being held up in California. I never got a call from anyone, but I got a packet of paper stating they (DHS, Customs) is holding for 30days unless a packet of documents are provided to prove materials sourcing. This is making zero sense as my NEO order came through w/o issues and others in the USA have received the Flip.

It's not clear, by my understanding as I'm not someone who regularly "imports" anything, if they will release to me in 30days or return to sender. Either way, it's ludicrous they are holding products from a manufacture that has sold drones to USA Govt bodies that use them, yet hold my order for a hobby user.

adiefender Posted at 1-28 06:56
My Flip order is being held up in California. I never got a call from anyone, but I got a packet of paper stating they (DHS, Customs) is holding for 30days unless a packet of documents are provided to prove materials sourcing. This is making zero sense as my NEO order came through w/o issues and others in the USA have received the Flip.

It's not clear, by my understanding as I'm not someone who regularly "imports" anything, if they will release to me in 30days or return to sender. Either way, it's ludicrous they are holding products from a manufacture that has sold drones to USA Govt bodies that use them, yet hold my order for a hobby user.

Hi there,

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

DJI Gamora Posted at 1-28 07:17
Hi there,

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

0010481436521

adiefender Posted at 1-28 07:41
0010481436521

Thank you for the information you provided. 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.

Hi there, thanks for your patience throughout this process. We've sent you a private message, and we kindly ask you to take a moment to check it thoroughly. Your trust in us means a great deal, and we're grateful for your continued patience.

Same issue happened to me. My flip order has been held at the facility at Louisville forever. Wish DJI could fix this painful waiting time in the future!

Rendi Liu Posted at 2-12 17:58
Same issue happened to me. My flip order has been held at the facility at Louisville forever. Wish DJI could fix this painful waiting time in the future!

Hi there, we truly apologize for the inconvenience caused. Could you please provide us the order number. Looking forward to your reply. Thank you

Rendi Liu Posted at 2-12 17:58
Same issue happened to me. My flip order has been held at the facility at Louisville forever. Wish DJI could fix this painful waiting time in the future!

Hi Rendi. Have you provided the customs with the required information for customs clearance? Can you contact the logistics company to check the package details? Thank you for your understanding and cooperation.

DJI Gamora Posted at 2-12 19:17
Hi there, we truly apologize for the inconvenience caused. Could you please provide us the order number. Looking forward to your reply. Thank you

The order number is 0010841816484.

DJI Tony Posted at 2-12 22:09
Hi Rendi. Have you provided the customs with the required information for customs clearance? Can you contact the logistics company to check the package details? Thank you for your understanding and cooperation.

Yes. They said it’s under government review which they’re not sure how long would it take.

Rendi Liu Posted at 2-13 05:28
The order number is 0010841816484.

Hello Rendi, thank you for providing this information. We will forward it to the relevant team. We appreciate your patience during this time.

I wish I had seen this forum before ordering my DJI drone, it’s been stuck at customs in Louisville, KY for 8 days and UPS can’t tell me why or when it will be released. I wouldn’t have spent so much money had I known I would never get it

djiuser_aNl8CGYFgmTG Posted at 2-13 12:57
I wish I had seen this forum before ordering my DJI drone, it’s been stuck at customs in Louisville, KY for 8 days and UPS can’t tell me why or when it will be released. I wouldn’t have spent so much money had I known I would never get it

Hello there, we appreciate you bringing this to our attention. We truly regret any inconvenience you've experienced and want to make things right. In order to assist you effectively, could you please provide us with any relevant information, such as the order number, so that we can conduct a thorough investigation from our end? Your cooperation is greatly appreciated. Looking forward to your prompt response. Thank you.

Rendi Liu Posted at 2-13 05:53
Yes. They said it’s under government review which they’re not sure how long would it take.

Hi Rendi. As per checking, your order has been stuck in customs clearance for more than 10 days, we would like to help you with that. Based on your current situation, we recommend you reissue or refund. Which one do you prefer?

djiuser_aNl8CGYFgmTG Posted at 2-13 12:57
I wish I had seen this forum before ordering my DJI drone, it’s been stuck at customs in Louisville, KY for 8 days and UPS can’t tell me why or when it will be released. I wouldn’t have spent so much money had I known I would never get it

Hi there, we are sorry for any inconvenience. The order is under customs clearance, and as checked with the related team, there is no estimated release time. The only solution we can offer now is to stop the shipment and refund the money to you.
Do you need to refund? We look forward to your reply, thank you.

DJI Gamora Posted at 2-13 13:49
Hello there, we appreciate you bringing this to our attention. We truly regret any inconvenience you've experienced and want to make things right. In order to assist you effectively, could you please provide us with any relevant information, such as the order number, so that we can conduct a thorough investigation from our end? Your cooperation is greatly appreciated. Looking forward to your prompt response. Thank you.

Thank you! My order number is 0016889607261

djiuser_aNl8CGYFgmTG Posted at 2-14 02:36
Thank you! My order number is 0016889607261

Hi there. Our colleague DJI Susan has given you a solution in 24#. Are you willing to refund?

DJI Susan Posted at 2-13 18:43
Hi there, we are sorry for any inconvenience. The order is under customs clearance, and as checked with the related team, there is no estimated release time. The only solution we can offer now is to stop the shipment and refund the money to you.
Do you need to refund? We look forward to your reply, thank you.

As much as I don’t want to have to do this, I will take a refund and hope I can find a DJI drone locally to purchase.

DJI Tony Posted at 2-13 18:21
Hi Rendi. As per checking, your order has been stuck in customs clearance for more than 10 days, we would like to help you with that. Based on your current situation, we recommend you reissue or refund. Which one do you prefer?

Hi Tony, I will take the refund. Thanks.

djiuser_aNl8CGYFgmTG Posted at 2-14 05:56
As much as I don’t want to have to do this, I will take a refund and hope I can find a DJI drone locally to purchase.

We sincerely apologize for any inconvenience this may have caused and thank you for informing us. 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.

Rendi Liu Posted at 2-14 06:31
Hi Tony, I will take the refund. Thanks.

Thank you for updating us. 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.

adiefender Posted at 1-28 07:41
0010481436521

Dear Valued Customer,

Greetings!

First and foremost, we sincerely apologize for the prolonged delay of your order at customs without further progress. We understand your eagerness to receive your purchase promptly, and in light of the current situation, we recommend placing a new order so that we can process and ship it to you more quickly.

We deeply regret the inconvenience this may have caused and will make every effort to ensure the smooth handling of your new order. If you have any questions or require further assistance, please do not hesitate to contact us.

Thank you once again for your understanding and support. We look forward to continuing to provide you with excellent service

djiuser_aNl8CGYFgmTG Posted at 2-14 05:56
As much as I don’t want to have to do this, I will take a refund and hope I can find a DJI drone locally to purchase.

Hello. After checking, we see the refund for your order has already been issued.
The refund amount will be available on your end within 1 to 3 business days, depending on the bank or credit card issuer.
Please kindly wait 1 to 3 business days for the refund to be processed back to your account.
Please feel free to contact us if you have any other questions. We are more than happy to assist you further.

Rendi Liu Posted at 2-14 06:31
Hi Tony, I will take the refund. Thanks.

Hi Rendi. We have updated the refund process for you in PM. Kindly check, please.