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.
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
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.
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.
Returns
How can I track my return?
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.
Where can I find my shipment number?
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.
How long does it take for my return to be delivered?
Returns are usually delivered within 5-7 business days to the retailer's warehouse. After this, the processing at the retailer’s warehouse starts and can take another 1-2 weeks.
What should I do if the tracking of my return has not been updated for some time?
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 department of the retailer from whom you placed your order, as they can file a claim with DHL for the lost package.
What if my return is lost in transit?
If your return is lost in transit, please reach the customer service of the retailer from whom you placed your order, as they can file a claim with DHL for the lost package. Please understand that only the retailer can file a claim as he is the contract partner of DHL.
What happens if my return tracking shows it was delivered, but I haven’t received a refund?
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 retailer from whom you placed your order.
How do I pack my return shipment?
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. Seal the parcel with tape to ensure that your return shipment arrives safely at the online store.
How do I label my return shipment?
- 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.
Where can I return my parcel?
You can find a Service Point for Returns drop off via this link: psf.dhl.com