FREQUENTLY ASKED QUESTIONS

Track & Trace

  • 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.

    For examples of the tracking numbers used on DHL shipments, please click here. You can also find examples and descriptions of the tracking numbers below.

    DHL Express

    • 10 digits numerical only; or starts with 000, JJD01, JJD00, JVGL or similar.
      Examples: 1234567890 or JJD0099999999

     Go to DHL Express Waybill Tracking

    DHL Parcel

    • Starts with 3S, JVGL or JJD.
      Examples: 3SBCC000123456 or JVGL9999999999

    Go to DHL Parcel Tracking

    DHL eCommerce

    • Typically starts with GM, LX, RX or up to five letters. The ID length might vary from 10 to 39 characters.
      Examples: GM99999999999 or 999999999999999999

    Go to DHL eCommerce Trackingundefined

    DHL Global Forwarding

    • 7-digit numerical only.
      Example: 1234567
    • Starts with 1 number, followed by 2 letters and 4 to 6 numbers.
      Example: 1AB12345
    • Starts with 3 to 4 letters.
      Example: ABC123456
    • Starts with 3-digit carrier code, followed by dash (-), followed by the 8-digit masterbill number.
      Example: 123-12345678

    Go to DHL Global Forwarding Cargo Tracking

    DHL Freight

    • Order Code: starts with 2 to 3 letters, followed by dash (-), 2 to 3 letters, dash (-) and 7 numbers.
      Example: ABC-DE-1234567
    • Starts with 4 numbers, followed by dash (-) and 5 numbers.
      Example: 1234-12345
    • Numeric only with the length 9, 10 or 14.
      Example: 123456789

    Go to DHL Freight Tracking

  • 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).

Delivery

  • For the delivery of parcels in Slovakia, DHL Parcel has a partnership with In Time. International shipments using DHL Parcel will be handed over to the In Time for delivery.

  • 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 neighboring 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.

  • For questions or changes regarding your delivery to Slovakia, please contact the customer service of In Time on phone number +421 2 16 160.

  • For questions or changes regarding your delivery to Slovakia, please contact the customer service of In Time on phone number +421 2 16 160.

Complaints

Return shipment

  • If you received a parcel with return label so-called the return shipment (Return Connect) and you need to send the goods back to the sender (vendor) after 27th December 2019, you can order an InTime courier to pick up the return shipment either by phone from 8:00 am to 4:00 pm on phone number  +421 2 16 160 (In Time Customer Service) or via e-mail: zs@intime.sk 

    The In Time courier will pick up the return shipment at the address you choose and on the date you requested, but not earlier than the first working day after ordering. The exact pick-up time cannot be determined. Detailed instructions can be found here.   

    Please note, that you can order the In Time courier since 2nd of January 2020.