Hello

We are a small italian company that produces and sell copper cookware. Since late 2015 we are on Amazon markeplaces, North America and Europe.

We ship FBM mostly with DHL that is for us a good deal between price and reliability, usually shipments are delivered in few days in US/Canada without customs problems. We supply Air Way Bill, Invoice and free export declaration for each shipment.

Now for an Amazon order US customs keep on hold the shipment asking (according DHL customer service):

-Manufacturer's Name and Full Address (should be supplied by sender)

-Importer's IRS EIN/SSN (Employer Identification Number or Social Security Number) (should be supplied by destinee)

This is first time we received such request.

No problem for the first data, we are going to send our own declaration, but it seems they are unable to contact the destinee for the second one.

We included on shipping label and invoice the phone number supplied by Amazon, that isn't the real buyer/destinee number.

We also tried several times (say 12) to contact the destinee through Amazon messages, asking him to call DHL toll free number to communicate such data specifying the shipment AWB number, so that the courier could pass it to the customs office, but had no reply.

Amazon helped not much.

Any ideas? Is it normal?