Ordered a MacBook Air about two weeks ago, shipping to Ohio. It’s been sitting in Cincinnati for a week now due to a “Customs Event”.
After an infuriating 30 minutes navigating DHL phone system, was told it could take 30-90 business days to clear.
Has anyone experienced similar and did it really take that long?
[Re-Titled by Moderator]
Neither the DHL website nor the call center people ever have good information about items that are in Customs.
If you were notified there was a delay, perhaps there really was/is one. Call DHL again and ask to be put through to the Brokerage Department (Customs Brokerage). Make sure you have your DHL tracking number when you speak with them.
Update - Looks like it may finally be on the way. I did reach out to DHL Customs team and they weren’t any more helpful than the first person.
I then called Apple and spoke with an agent who took all the info and said their team would reach out to DHL and I should hear something by Monday. Just checked tracking again today and status has changed to “Processed” and that I should receive soon (unless another agency decides to do a physical inspection).
No idea if just a coincidence or if Apple was able to do something but it looks like I won’t be waiting 90 Business days so that’s good. Thanks for all the responses!
jwitheridge wrote:
Ordered a MacBook Air about two weeks ago, shipping to Ohio. It’s been sitting in Cincinnati for a week now due to a “Customs Event”. After an infuriating 30 minutes navigating DHL phone system, was told it could take 30-90 business days to clear. Has anyone experienced similar and did it really take that long?
It is normal for an incoming item to be in a "Customs Event" for a week or so. This is the regular customs clearance process for international shipments.
Yes, lately, other users have complained here about getting DHL notices that their shipment status is "Customs Event" and not see any change in their tracking status thereafter. Every one of them ended up receiving their purchase on or before their estimated delivery date.
What was the estimated delivery date for your order?
jwitheridge wrote:
It was supposed to be received today. I expect Customs to take some time, but everything else I’ve ordered from Apple that went through customs did arrive according to expected date. But then I received emails stating it was delayed and DHL told me 30-90 Business days.
I often receive emails saying there was trouble delivering my package and to "click here" to provide order details including credit card and address. Obviously scam emails. Are you sure the emails you received were legitimate?
I would expect delivery on the date provided to you. Use the package tracking number to determine status, do not click on a link in the emails you received saying 90 days.
That's good news!
And it took just over a week to go from "Customs Event" to "Processed." That's pretty much how long it takes to clear Customs.
All imports from overseas have to clear customs. If you have an issue with customs operations contact your government's customs department. I myself have always received my Apple products on or before the date specified in the order email sent by Apple.
It was supposed to be received today. I expect Customs to take some time, but everything else I’ve ordered from Apple that went through customs did arrive according to expected date. But then I received emails stating it was delayed and DHL told me 30-90 Business days.
Just trying to figure out if that’s actually possible or if it was just a generic answer given by the DHL agent who sounded extremely bored and half asleep.
This isn’t unique to Apple products. Once something hits customs, it’s out of Apple’s control (and the shippers). Your tax dollars at work…
What to do about a MacBook Air order stuck in Customs?
