0011880716790 This is my order which is a DJI mini four pro One year of DJ care and a memory stick you guys ship it out very quickly but then it seems to have stopped and Oakland California where has not updated since Thursday which is about four or five days today is March 10, 2025. I see others have had this issue. Seems like it’s US customs. Is there anything I could do from my end to contact anybody? I don’t know if I should just cancel the order I don’t know what’s going on or what to do at this point

Hello Rolland,

Thank you for reaching out to DJI and providing the relevant information. Regarding your order #0011880716790, we have noted that the package has been available for clearance since March 6th. Could you please let us know if you have contacted FedEx and provided any required customs clearance documents and information? This might help expedite the process.

Thank you for your understanding and cooperation.

DJI Stephen Posted at 3-10 20:36
Hello Rolland,

Thank you for reaching out to DJI and providing the relevant information. Regarding your order #0011880716790, we have noted that the package has been available for clearance since March 6th. Could you please let us know if you have contacted FedEx and provided any required customs clearance documents and information? This might help expedite the process.

I’ve ordered many products from you over the last few years and I’ve never had to file paperwork can you send me the paperwork that I need. I also opened a ticket with FedEx and I haven’t heard back from them

fansc20b5263 Posted at 3-10 22:28
I’ve ordered many products from you over the last few years and I’ve never had to file paperwork can you send me the paperwork that I need. I also opened a ticket with FedEx and I haven’t heard back from them

Hello Rolland,

Thank you for the update. We appreciate your continued support. We have noted that a support ticket is in progress for this shipment by FedEx. A ticket has been created, and FedEx will contact the person who created it as soon as there are any updates.

If you receive any updates from FedEx or require any assistance from us, please feel free to let us know. Thank you for your understanding and support.

Hello Rolland,

We hope you're doing well. Could you please let us know if you have received any updates from FedEx regarding your order #0011880716790 delivery?

Thank you for keeping us informed.

Hello Rolland,

We hope your week has been going well so far. Regarding your order #0011880716790, could you let us know if you have received any updates from FedEx?

Thank you for your understanding and support.

Hello Rolland,

We have reached out to you via personal message to further assist you. Please take a look at your convenience.

Thank you for your cooperation.

DJI Stephen Posted at 3-13 03:24
Hello Rolland,

We have reached out to you via personal message to further assist you. Please take a look at your convenience.

I finally got an email from FedEx stating package may be held up by customs. They also said they may need a more detailed description of contents of package. When I called them the other day I asked if any else needed to be done and they said no. I’m confused I contacted DJI and asked to cancel they are trying to contact FedEx to stop shipping.

fansc20b5263 Posted at 3-13 04:48
I finally got an email from FedEx stating package may be held up by customs. They also said they may need a more detailed description of contents of package. When I called them the other day I asked if any else needed to be done and they said no. I’m confused I contacted DJI and asked to cancel they are trying to contact FedEx to stop shipping.

Hello Rolland,

Thank you for your response. Regarding your order, would you like to continue waiting for customs clearance, or would you prefer to proceed with a refund request? Please kindly let us know how you would like to proceed.

DJI Stephen Posted at 3-13 05:36
Hello Rolland,

Thank you for your response. Regarding your order, would you like to continue waiting for customs clearance, or would you prefer to proceed with a refund request? Please kindly let us know how you would like to proceed.

Well if I knew a delivery date I’d consider keeping the order but since FedEx can’t get there communication department in order that won’t happen. Fedex tells me there’s nothing more I need to do. They’re just waiting on customs then they send me an email saying that it’s held up at customs and either Dji or myself need to describe what’s in the package more accurately. Here’s a screenshot

fansc20b5263 Posted at 3-13 09:34
Well if I knew a delivery date I’d consider keeping the order but since FedEx can’t get there communication department in order that won’t happen. Fedex tells me there’s nothing more I need to do. They’re just waiting on customs then they send me an email saying that it’s held up at customs and either Dji or myself need to describe what’s in the package more accurately. Here’s a screenshot

Hi there, thank you for your feedback. Unfortunately, we’re unable to view the screenshot you mentioned. Please kindly resend it or upload it to the following link: https://pan-sec.djicorp.com/s/omTqBD2wWLDgp8G. We sincerely apologize for the inconvenience and truly appreciate your understanding.

DJI Mindy Posted at 3-14 20:53
Hi there, thank you for your feedback. Unfortunately, we’re unable to view the screenshot you mentioned. Please kindly resend it or upload it to the following link: https://pan-sec.djicorp.com/s/omTqBD2wWLDgp8G. We sincerely apologize for the inconvenience and truly appreciate your understanding.

I canceled the order as FedEx is saying customs is holding package with no update now after a week and a half they still have not even contacted me about the open ticket I have with them but it has changed the update saying being held need better description of package by sender or receiver. When I called them to see how I can describe the package no have no clue what I’m talking about. Waste of time.  Note I just need my money back

fansc20b5263 Posted at 3-14 21:27
I canceled the order as FedEx is saying customs is holding package with no update now after a week and a half they still have not even contacted me about the open ticket I have with them but it has changed the update saying being held need better description of package by sender or receiver. When I called them to see how I can describe the package no have no clue what I’m talking about. Waste of time.  Note I just need my money back

We fully understand your frustration and urgency on this. We’ve forwarded your refund request to the relevant team and they will process your refund as soon as possible. Thanks for your patience and understanding.

Hi Rolland,

We hope you are doing well. We understand your frustration with the customs delay and FedEx's handling of your package. We have passed your refund request along to our team and are making efforts to speed up the refund process for you.

We appreciate your patience during this time. If you have any further questions or need assistance, please feel free to let us know.

Hi Rolland,

We hope you've had a pleasant week so far. We have confirmed that the refund for your order #0011880716790 has been processed successfully and will be returned to your original payment method. We apologize for the inconvenience caused by the logistical issues that prevented your order from being delivered as anticipated.

Thank you for choosing DJI and for your understanding and patience during this period.