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What do I do if my drone got taken by the US customs?
1708 29 2024-12-11
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Jake Wurst
lvl.1
United States
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My Drone got taken by the US customs when i bought it from DJI
2024-12-11
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RobZilla
Second Officer
Flight distance : 1057844 ft
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United States
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Is it DHL the shipper? Did you receive a call or email from them? Probably check DJI support with your order # to follow up. Also maybe contact DHL with your info.

Many other recent DJI purchases from customers like the Air 3S also experiencing similar issues as noted in these threads. Give it a quick glance and see if anything helps...
https://forum.dji.com/forum.php?mod=viewthread&tid=324231
https://forum.dji.com/forum.php? ... 781&pid=3492070

Good luck on getting your order and keep us posted of status.

2024-12-11
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DJI Natalia
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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.
2024-12-11
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Antdrones
lvl.4
Flight distance : 1253035 ft
Canada
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ouch, whos the shipping provider?
2024-12-11
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djiuser_4DhIXYEKym83
lvl.1
United States
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They got mine too.  Now i am debating whether i want to provide them with actual pictures of my taxes or social security card, or if I am going to get dji to refund or ship a different one.
2024-12-12
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DJI Wanda
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djiuser_4DhIXYEKym83 Posted at 12-12 12:09
They got mine too.  Now i am debating whether i want to provide them with actual pictures of my taxes or social security card, or if I am going to get dji to refund or ship a different one.

Hi, there
We are sorry for all the inconvenience.
Could you please provide the order number?
We will confirm it with the relevant team. Thanks
2024-12-18
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djiuser_keA0OfhFYiIE
lvl.1
United States
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Can I get help with my order being stuck in customs? 7878751274
2024-12-29
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DJI Diana
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Flight distance : 2408 ft

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djiuser_keA0OfhFYiIE Posted at 12-29 06:04
Can I get help with my order being stuck in customs? 7878751274

Hi there,
thank you for reaching out.

We apologize for the inconvenience you have experienced. We will assist in checking it for you, and we will inform you once we receive an update.
2024-12-29
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DJI Tony
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djiuser_keA0OfhFYiIE Posted at 12-29 06:04
Can I get help with my order being stuck in customs? 7878751274

Hi there. Thank you for your information. Have you contacted DHL and provided them with the required customs clearance information?
2024-12-30
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djiuser_keA0OfhFYiIE
lvl.1
United States
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DJI Tony Posted at 2024-12-30 02:34
Hi there. Thank you for your information. Have you contacted DHL and provided them with the required customs clearance information?

Yes I have
1-1 09:38
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Amierhj
lvl.3
Flight distance : 70531 ft

United States
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Was there a reason why they didn’t ship it from California?
1-1 13:13
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DJI Tony
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Hi there. Could you tell us what DHL's response was? Did they tell you how long you need to wait? Please let us know so that we can help you further.
1-1 18:46
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djiuser_keA0OfhFYiIE
lvl.1
United States
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DJI Tony Posted at 1-1 18:46
Hi there. Could you tell us what DHL's response was? Did they tell you how long you need to wait? Please let us know so that we can help you further.

They did not give me a response, the only message I received was that my documents had been accepted but my drone is still being held by customs
1-1 22:18
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DJI Tony
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djiuser_keA0OfhFYiIE Posted at 1-1 22:18
They did not give me a response, the only message I received was that my documents had been accepted but my drone is still being held by customs

Hi there. Your order is in the process of customs clearance and dispatch may be delayed. Thank you for your patience and understanding. We recommend that you wait a few more days. If your problem persists, we will provide you with a new solution.
1-1 22:58
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djiuser_keA0OfhFYiIE
lvl.1
United States
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DJI Tony Posted at 1-1 22:58
Hi there. Your order is in the process of customs clearance and dispatch may be delayed. Thank you for your patience and understanding. We recommend that you wait a few more days. If your problem persists, we will provide you with a new solution.

Thank you for the help
1-3 06:46
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DJI Tony
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You are welcome.
Should you have further questions or concern, please do not hesitate to reach us.
1-4 05:11
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Jeff Batchelor
lvl.1
United States
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Hi, as of 1/21/25 my $1200.00 DJI Avanta 2 w/three batteries is also being held by US customs, can you give me some insight as to why, how long they'll hold it and when it will be released? Also can you share other solutions for me with the indefinite hold by customs?
1-21 10:05
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NBGRobbo
lvl.4
Flight distance : 12349 ft
United Kingdom
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Blame the US government, this is not going to get better under Lump.
1-21 12:41
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motorbikin
lvl.1
United States
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Jeff Batchelor Posted at 1-21 10:05
Hi, as of 1/21/25 my $1200.00 DJI Avanta 2 w/three batteries is also being held by US customs, can you give me some insight as to why, how long they'll hold it and when it will be released? Also can you share other solutions for me with the indefinite hold by customs?

refund requested from DJI for total cost $1298.00
1-22 06:42
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DJI Gamora
Administrator
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Jeff Batchelor Posted at 1-21 10:05
Hi, as of 1/21/25 my $1200.00 DJI Avanta 2 w/three batteries is also being held by US customs, can you give me some insight as to why, how long they'll hold it and when it will be released? Also can you share other solutions for me with the indefinite hold by customs?

Hi there,
thank you for reaching out.

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.
1-22 08:08
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motorbikin
lvl.1
United States
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DJI Gamora Posted at 1-22 08:08
Hi there,
thank you for reaching out.

Order Number: 0017668010019
1-23 08:43
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DJI Gamora
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motorbikin Posted at 1-23 08:43
Order Number: 0017668010019

Hi there, thank you for providing the order number. We will check this with our relevant department and update you soon. Appreciate your patience and understanding.
1-23 10:20
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djiuser_X1KPYzICdkfB
lvl.1
Flight distance : 469 ft
United States
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I would like to add my order, 0013083413326, for a DJI Flip to the list of orders being held by US Customs. It's been held since Jan 17.
1-25 07:53
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DJI Susan
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motorbikin Posted at 1-23 08:43
Order Number: 0017668010019

Hello, we would like to confirm whether you want a refund or a resend so that we can better help you. We look forward to your reply. Thank you.
1-27 00:46
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motorbikin
lvl.1
United States
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DJI Gamora Posted at 1-23 10:20
Hi there, thank you for providing the order number. We will check this with our relevant department and update you soon. Appreciate your patience and understanding.

Received a full refund $1298.00 - kudos to DJI for stand up customer service,  I'll be buying one from commercial seller that's already gotten it through the fucked up customs service in this country.
Purchase recap:
12/28 bought DJI w/3 batteries and the care refresh plan total $ 1298.00
shipped 12/30 from Hong Kong
1/2 UPS Customs Brokerage got it in Louisville Ky, tracking package listed it in warehouse
Daily tracking continued listing package as scanned in warehouse until 1/22
1/22 UPS lists package tracking as "Information no longer available please contact shipper"
1/23 requested DJI refund me total purchase price
1/23 opened package lost claim with UPS (even though it wasn't lost - we know where it is in customs)
1/27 received full refund from DJI prop's to them
as of 1/27 item still sitting in Customs in Louisville Ky

1-27 04:15
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DJI Gamora
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motorbikin Posted at 1-27 04:15
Received a full refund $1298.00 - kudos to DJI for stand up customer service,  I'll be buying one from commercial seller that's already gotten it through the fucked up customs service in this country.
Purchase recap:
12/28 bought DJI w/3 batteries and the care refsh paln total $ 1298.00

Hi there, thank you for taking the time to share your feedback on our service. Your input is invaluable in helping us enhance our customer relationships and improve our customer service for DJI users like you. We're thrilled to have the opportunity to serve you. Thank you for choosing DJI - we're committed to delivering the best experience possible for our customers.
1-27 12:34
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fansc1e249a5
lvl.1
United States
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I would like to add my order, 0014258560471, for a DJI Flip to the list of orders being held by US Customs. It's been held since Jan 16.
1-29 05:42
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DJI Natalia
Administrator
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fansc1e249a5 Posted at 1-29 05:42
I would like to add my order, 0014258560471, for a DJI Flip to the list of orders being held by US Customs. It's been held since Jan 16.

Hi there, thank you for bringing this to our attention. We truly regret any inconvenience you've experienced and want to make things right. We will forward this to the relevant team for further checking. Once we receive an update, we will provide the information to you soon.
1-29 07:09
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CentILFlyer
lvl.1
Flight distance : 469 ft
United States
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I got called today by a DJI sales rep to let me know that my DJI Flip was being held in US Customs (3 weeks in the Louisville UPS secure wearhouse), and that I had three options, wait reship or refund. She said that it might take another 3 months  to clear so I decided not to wait. I also decided not to take the reship option for fear that the reshipment would also be held. So I took the refund option. The customer support person said that I should be credited back on my card within five days. Another reason I didn't take the reshipment is the fact that the Flip doesn't have remote ID turned on in the US so it doesn't work as an FAA part 107 Small Unmanned Aerial System. I again explained under that FAA Part 107 rules ALL SUAS need remote ID regardless of weight. The under 250g is only for recreational users. So if  DJI issues a firmware update to enable it and provide the FAA with a DoC, I would probably try to purchase one again.
yesterday 14:01
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DJI Gamora
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CentILFlyer Posted at 2-8 14:01
I got called today by a DJI sales rep to let me know that my DJI Flip was being held in US Customs (3 weeks in the Louisville UPS secure wearhouse), and that I had three options, wait reship or refund. She said that it might take another 3 months  to clear so I decided not to wait. I also decided not to take the reship option for fear that the reshipment would also be held. So I took the refund option. The customer support person said that I should be credited back on my card within five days. Another reason I didn't take the reshipment is the fact that the Flip doesn't have remote ID turned on in the US so it doesn't work as an FAA part 107 Small Unmanned Aerial System. I again explained under that FAA Part 107 rules ALL SUAS need remote ID regardless of weight. The under 250g is only for recreational users. So if  DJI issues a firmware update to enable it and provide the FAA with a DoC, I would probably try to purchase one again.

Hi there, we sincerely apologize for any inconvenience this may cause. Please rest assured that we will register your feedback and pass it on to the relevant departments for evaluation. We are committed to continuously optimizing and improving our product's compatibility features. For the latest updates, please stay tuned to our official website. Thank you for your understanding and support.
yesterday 15:33
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