iPhone 12 Pro Max stuck in Clearance in Progress for more than 8 days

Update: UPS actually called me back and said they can’t locate package so I should call Apple to start a claim. Apple agent opened an investigation saying generally they it could take up to 6 days before they finish their investigation. She said it’s been taking 2 days. She said if they can’t tract the package they will send a new phone. I told her I didn’t want to deal with having a phone sent from China. She said a new shipment would not come from China but US. Interesting how different agents have different solutions and time frame for resolution.

I have posted on another Apple discussion. A LARGE group of us are on the same boat. Currently my iPhone is being investigated and Apple will get back to me within 12 days. The rep believes the phone is lost in shipping, but once the investigation is complete, my phone will either be replaced or refunded. I chose replaced. So probably won't get it until after Christmas.

My GF, while chatting with another rep at the same time...also determined her phone is lost in shipment (both our phones have been stuck in Clearance in Progress)...her phone was immediately marked lost when she was chatting with them and they initiated a replacement to be shipped out in 2 days. She might get her phone before Christmas.

In the mean time, several others have updated that their phone is also lost and will either be getting a refund or a replacement. This really sucks since they already charged the card. A new trade in box will also be sent to us since the 14 days has came and gone. Oh and it's 14 days from receiving the trade-in box.

Good luck and hope others get their Apple products.

I have the same problem, I called Apple and a very nice lady helped me understand the situation. Basically she told me that I have to call UPS so as to know what happened with my package, I told her that I did that but they told me they don't know much about it. So she called them and asked them in front of me ( I'm listening in the phone ) and she was so nice doing that and talking to the ups agent. So the ups supervisor told her that there are a lot of Apple's products held in the custom house ( from the 22nd) waiting for an authorization or they have to go through the items one by one :). So there's an investigation going on and I hope that I'll get my iPhone soon.

Iphone Pro Max ordered Nov 19, shipped Nov 21. From Nov

23 until Dec 5th UPS tracking was stuck in "Clearance in Progress"

Filed a claim with Apple Dec 2nd. As of Dec 5th UPS trackings says "In

Transit" but it says it's in ZhengZhou, China (same place it was on Nov

21st). Just go off phone with UPS International. Here is time line:

Nov 21st shipped

Nov 23 to Dec 5th Held in Customs because of missing

documentation from Apple.

Nov 5th Arrived at sorting facility in China

Nov 6th left China for US

He said it should be delived to me in 1-2 business.

UPS has no record of claim or investigation initiated

from Apple.

I'll let you know if I receive the phone in the next few

days.

Here's the Internationl Department phone number for UPS if anyone needs to call to check on iphone stuck in "clearance in Progress" : 1 (800)-782-7892.

You can text Apple. They answer texts on weekends.

I literally just got off the phone with them and they told me that mine has been released from customs but my status hasn’t changed either so maybe it’s normal? My tracking looks exactly like yours. UPS told me it may not update but don’t worry it’s still on the way it’ll take 2-3 days so you might get yours on the 9th or 10th like mine. If they said it’s released but tracking still hasn’t changed don’t worry it’ll update probably later tonight or tomorrow for sure just keep checking they said. 👌🏽

I have the same issue. Order iphone 12 Pro Max on Nov 19th. It was shipped on Nov 21 with scheduled delivery date of Nov 30. When tracking package it's been in "Clearance in Progress" since 11/23/20. Because I'm on the trade in program I have to return my old phone by Dec 9th. I called UPS twice. I'm told the phone in in Kentucky waiting to be picked up by carrier to continue delivery. The phone was released from customs on 11/22/20 so all the paperwork is in. UPS keeps saying they will call me to to give update on package but of course I haven't heard anything. When I call Apple -they say it's out of their hands.

I’m also part of the stuck in “Clearance in Progress” since 11/23 group. UPS ended up telling me that Apple requested that I contact them which I did. The lady I spoke with was of great help. Also conducting an investigation as I ordered two phones: one was send since 11/20 and the other on 12/2. Guess which one will arrive first? Hoping the investigation helps move along the first phone that hasn’t changed since 11/23.

I just got off the phone with UPS again and they said that the phone was still in China! I'm surprised since last I spoke with them they told me that the phone was on the plan over to the US. This is not consistent information. They also said that this is "normal for Apple shipments" which is a peculiar thing to say, which leads me to believe that this has to do with the manner in which documents are being dealt with on Apple's side of things. I have ordered many products from apples website and I have never had any issues until now.

Looks like I am not alone. Apple need to make sure to contact clearing agency to find out why it is taking so long. Plus keep their customers informed on each customers orders. I also purchased a iphone 12 max pro. On November 25th. My phone has been stuck in the stupid clearing center. With no progress. If I do not see any progress by end of day today. I will contact apple and cancel my order or tell them I will refuse the order. Then request a full refund. Never in my life have I ever had a problem like this with customs. Even when I bought from Samsung. Samsung kept me well informed about my order. We all spend our hard earned money on a product that we do not have yet. We should only get charged for our phone after customs clears it. Then watch how fast it clears customs.

Hey.. just called them. There is some issue in their system. They told that ‘ it’s the delivery time to the immediate next node’.

While I asked if the next node is the final delivery, they have no idea.

Believe the time showing Dec 7 9PM may be the time it will reach US homeland.. or May be we will receive it at door bell!! Fingers crossed 🤞.

Hi. I have not checked if as you say, this has been happening for years. I do know with this global pandemic, all systems seem to be affected. I had ordered an iPhone 12 mini, it was delivered exactly on time, in the beginning of November.

It seems that all shipments are coming from China, to South Korea, to Alaska and to the UPS hub in Louisville, Kentucky. Being that I am in Canada, it then went north to the border at Buffalo, NY, crossed the border, then it took 2 days to get to me.

The same route was used when I ordered my new iPad in July, except it was delayed in Alaska for 2 days awaiting clearance before continuing on.

It is my opinion that UPS is most likely having personnel issues as well, with this pandemic. I learned to be very patient! LOL.

I am having the same issue! Any update on your phone? My phone was ordered on Nov 14 and shipped on Nov 19. My estimated delivery date was Nov 30th and it was floating around Alaska with no update for a while. It literally just “cleared customs” today with no update. My trade in is due dec 8. I called apple and the lady on the phone had literally no helpful information.

Same here

my update says

“Brokerage released the package. It will be processed through a clearing agency before final release to UPS”

as it has for the past 3 days.

UPS says it isn’t their problem since it hasn’t been released to them and apple says not theirs since it has been shipped, but will investigate if not resolved soon...