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DHL eCommerce Tracking and Shipment Status FAQ


Do you have a question regarding tracking or delivery of a shipment send using DHL eCommerce? Here you will find our answers to frequently asked questions.

Track and Trace - DHL eCommerce


What is a tracking number and where can I find it?

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.

Explore examples of the tracking numbers used on DHL shipments

When will my tracking information appear?

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.

Why is my tracking number/ID not working?

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 I do not have my tracking number, is it still possible to track my shipment?

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 - DHL eCommerce


When will my shipment be delivered?

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 neighbouring 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.

Who can I contact if I have not received my shipment?

If you have not received your shipment, please contact your shipper or online shop. If they are unable to provide an updated status of your shipment, please contact our local Customer Service.

Can I change my delivery address?

Unfortunately, it is not possible to change the address once the shipment has been dispatched.

Why is customs holding my shipment?

Shipments must be custom cleared. Customs clearance process 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.

What are the duties and taxes?

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 country duties and taxes are settled with the post office or the customs office. You can find more information on customs on the website of your local customs authority.

Complaints - DHL eCommerce


My shipment is damaged or the content is missing. What can I do?

When your shipment is delivered with the local post, you should go to your local post office within 7 days for a damage report.

Please send the damage report to your shipper or online shop. Your shipper or online shop will then claim the damaged or lost parcel with DHL.

Please understand that only the shipper can file a claim as he is the contract partner of DHL.

My shipment has not been delivered within the expected delivery time. What can I do?

In case your shipment has not arrived within 10 days after the expected delivery time, please contact your shipper or online shop. The shipper can claim the lost parcel with DHL.

Please understand that only the shipper can file a claim as he is the contract partner of DHL.

Delays of up to 10 days are unfortunately possible due to e.g. weather incidents, customs or operational backlogs.