DHL eCommerce Tracking and Shipment Status FAQ

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.

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).

DHL has a partnership with SmartiPosti. International shipments from Europe will be collected from the shipper and brought into Estonia by DHL. The delivery is then handled by SmartiPosti.

The delivery of international DHL shipments with origin outside from Europe will be usually handled by Omniva Estonian Post.

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.

The standard delivery option in the Baltics is to locker or parcelshop. A change of address is not foreseen. Only in cases where an item cannot be delivered to a parcelshop or locker (e.g. due to the dimensions of the parcel) a doorstep delivery will be arranged.

As the standard delivery option is parcelshop or locker, changes in delivery day or time are not foreseen. In cases where an item cannot be delivered to a parcelshop or locker (e.g. due to the dimensions of the parcel) a doorstep delivery at a suitable time will be arranged.

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.

DHL eCommerce parcels from Europe are delivered by our trusted partner SmartiPosti. In case of a damaged shipment or missing content, please contact customer service of SmartiPosti for getting information for your next steps.

A small amount of DHL eCommerce parcels with origin outside Europe are delivered by Omniva Estonian Post. In those cases we kindly advice you to directly contact customer service of Omniva Estonian Post.

Once you have dropped off your return, you can track it by entering the shipment number into the DHL track & trace. This will give you real-time updates on the status of your return.

Your shipment number can be found in the return confirmation email sent to you or on the proof of handover. Additionally, the shipment number is printed below the lowest barcode on the Return label.

Returns are usually delivered within 5-7 business days to the customer’s warehouse. After this, the processing at the customer’s warehouse starts and can take another 1-2 weeks.

The tracking updates may take some time, especially if the return is in transit. If there has been no update after a few days, please contact the customer service of the online shop you ordered at as the shipper can claim the lost parcel with DHL.

If your return is lost in transit, please reach the customer service of the online shop you ordered at as 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.

If the tracking shows that your return was just delivered but you haven’t received a refund, please wait 1-2 weeks because it takes some time for the merchant to process the return and initiate the refund. In case your return was delivered some time back and you still did not receive a refund, please reach out to the customer service of the online shop you ordered at.

If you still have the original box, you can use it to return your package. Just make sure the old label is unreadable, especially the barcodes. Otherwise, a new, sturdy box will also work fine. Close it with a piece of tape or adhesive tape, then you can be sure that your return will arrive safely at the sender.

• Label at hand: Just stick the label on top of your parcel so that it is clearly legible. Please make sure that the label is not stuck over several sides of the package and that the barcodes are easy to scan.    
• QR code: If you are returning with a QR code, just show the QR code at the Service Point and the label will be printed for you.  
• Generally, if you do not have the option to paste over the old label, make the old label unreadable, especially the barcodes.

You can find a Service Point for Returns drop off via this link: psf.dhl.com

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.