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.
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Track and Trace
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
Which provider will deliver my parcel?
DHL has a partnership with Itella. International shipments from Europe will be collected from the shipper and brought into Estonia by DHL. The delivery is then handled by Itella.
The delivery of international DHL shipments with origin outside from Europe will be usually handled by Omniva Estonian Post.
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.
Can I change my delivery address?
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.
Can I change the delivery day or delivery time?
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.
Complaints
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.
My shipment is damaged or the content is missing. What can I do?
DHL eCommerce parcels from Europe are delivered by our trusted partner Itella. In case of a damaged shipment or missing content, please contact customer service of Itella 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.
Customs
Why is customs holding my shipment?
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.
What are 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 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.