FREQUENTLY ASKED QUESTIONS

TRACK AND TRACE

  • A tracking number or ID is a combination of numbers and possibly letters that uniquely identifies your shipment for national or international tracking.  

    Usually, the shipper or online shop is able to provide the tracking number or ID. If you have ordered a product in an online shop, the confirmation email or shipment tracking notification often contains the tracking number or ID.
    If not, please contact your shipper or online shop.

    For examples of the tracking numbers used on DHL shipments, please click here. You can also find examples and descriptions of the tracking numbers below.

    DHL Express

    • 10 digits numerical only; or starts with 000, JJD01, JJD00, JVGL or similar.
      Examples: 1234567890 or JJD0099999999

     Go to DHL Express Waybill Tracking

    DHL Parcel

    • Starts with 3S, JVGL or JJD.
      Examples: 3SBCC000123456 or JVGL9999999999

    Go to DHL Parcel Tracking

    DHL eCommerce

    • Typically starts with GM, LX, RX or up to five letters. The ID length might vary from 10 to 39 characters.
      Examples: GM99999999999 or 999999999999999999

    Go to DHL eCommerce Trackingundefined

    DHL Global Forwarding

    • 7-digit numerical only.
      Example: 1234567
    • Starts with 1 number, followed by 2 letters and 4 to 6 numbers.
      Example: 1AB12345
    • Starts with 3 to 4 letters.
      Example: ABC123456
    • Starts with 3-digit carrier code, followed by dash (-), followed by the 8-digit masterbill number.
      Example: 123-12345678

    Go to DHL Global Forwarding Cargo Tracking

    DHL Freight

    • Order Code: starts with 2 to 3 letters, followed by dash (-), 2 to 3 letters, dash (-) and 7 numbers.
      Example: ABC-DE-1234567
    • Starts with 4 numbers, followed by dash (-) and 5 numbers.
      Example: 1234-12345
    • Numeric only with the length 9, 10 or 14.
      Example: 123456789

    Go to DHL Freight Tracking

  • Tracking events usually appear 24-48 hours after receiving the Track and Trace ID. In general, once the shipment has reached our facility, a tracking event will appear.

  • Please make sure you entered the correct tracking number in the correct format (explanations and examples of national and international tracking numbers are further up this site). If your tracking ID is not working, please contact your shipper or online shop.

  • If you do not have a tracking number, we advise you to contact your shipper. However, if you have other shipping reference numbers, they may work using shipment tracking systems of the specific business unit in charge of the shipment (for example: DHL Express or DHL Freight).

DELIVERY

  • For the delivery of parcels in Austria, DHL Parcel has a partnership with Austrian Post. International shipments using DHL Parcel will be handed over to the Austrian Post for delivery.

  • Once your shipment has been handed over to us by the sender, delivery time is based on the service selected. The sender, merchant or online shop usually indicates the delivery time on its website.

    Please keep in mind that delivery times can vary depending on the product/service chosen and origin/destination relation; from 2-3 days for neighboring countries and up to 20 days for countries with long distances.

    Delivery delays can result from factors, such as weather incidents, customs or backlogs.

    In case your international shipment has not arrived within 10 days after the expected delivery time, please contact your shipper or online shop to start an investigation with DHL for lost items. Please understand that only the shipper can start an investigation as he is the contract partner of DHL.

  • For questions or changes regarding your delivery, please contact the customer service of Austrian Post.

  • For questions or changes regarding your delivery, please contact the customer service of Austrian Post.

COMPLAINTS

CUSTOMS

  • Most probably your shipment must be customs cleared. Customs clearance processing times differ from country to country and cannot be influenced by DHL. For some countries, duties and taxes may be due. Customs may hold your shipment because they require more information. In this case, they will contact you.

  • Duties and taxes are consumption taxes. Customs duties are levied on certain goods purchased abroad. Value added taxes (VAT) are usually levied in the country where the purchased goods are consumed. Duties and taxes differ per country. Depending on the country, duties and taxes are settled with the post office or the customs office. You can find more information about customs on the website of your local customs authority.