Quick Answers to Common Tracking Questions

• What can I do if I missed my first delivery attempt?

  Not a problem, the driver will attempt one more time. Alternatively, you can change your delivery options through ON DEMAND DELIVERY.

• I have tracked a shipment and been told to contact DHL. Why is this?

  This usually occurs if the information we have is insufficient to track the shipment for you. The address may be incorrect, and we require clarification or some additional information may be required. You can resolve it very quickly by updating your information through ON DEMAND DELIVERY or contacting Customer Service.

• The tracking results show that my shipment is going to a different town or city than it was initially addressed to. Why is this?

  The Pickup and Delivery destinations shown on the DHL Express tracking results are based on the destination of the Service Station location providing that pickup and delivery. Please be assured that we will deliver your shipment to the destination provided by you when you completed the waybill for your shipment(s).

• My shipment has multiple pieces, and I would like to know the details of each. How can I get this visibility?

  In the tracking section above, you get the shipment status by piece by clicking on the Detailed Tracking Results link.

• I am expecting a shipment but when I monitor it online the website says it has been returned to the sender. What can I do?

  We recommend contacting the sender directly for additional details on why this package was returned and what are the next steps.

  Possible reasons for return include, but are not limited to:

  1. Missing requirements from customs authorities
  2. Shipment is undeliverable due to a bad address or because the receiver has moved.
  3. Unable to deliver after multiple delivery attempts.
  4. The shipper has requested the return.