TRACK: eCOMMERCE

DHL eCommerce FAQ's

• When can I expect delivery?

  Once your package has been processed, delivery is based on the service selected by the sender. For packages destined for the U.S., your package will be delivered by a U.S. postal carrier at the time they typically deliver the rest of your mail. For international packages, your package will be delivered by the local delivery vendor for that destination.
  

• Why has my shipment not yet been delivered?

  Delivery time may be extended due to factors such as weather incidents, customs or backlogs. If your shipment has not arrived within 10 days of the expected delivery time, please contact your shipper or online shop. The shipper or online shop can start an investigation for lost items.

• Who do I contact if I haven't received my package?

  If you have not received your package, please contact the merchant that sold you the product. If the merchant is unable to provide updated status of your package, please contact DHL eCommerce Customer Support.

• Can you change my delivery address?

  Change of delivery address is only possible if both addresses belong to the same delivery area of our delivery service provider. The delivery service provider will contact you for the second delivery attempt.

• Can I specify special delivery instructions?

  We work in conjunction with the U.S. Postal Service for packages destined for the U.S. and international delivery vendors for overseas destinations. You should expect your local U.S. postal carrier or the international delivery vendor to handle your package with the same care and attention of your other packages.

• Why is customs holding my shipment?

  Shipments must be cleared by customs. Process times for customs clearance 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 the 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.

• There were shipments displayed, but mine wasn't listed.

  Sometimes several shipments use the same tracking number. If that is the case, we display the first ten results. Please try using a pieceID / container number if available, or contact us.

• Why is my shipment status unchanged?

  Your shipment may be delayed. Delivery time delays can be due to e.g. weather incidents, customs or backlogs. In case your shipment has not arrived within 10 days after the expected delivery time, please contact your shipper or online shop. The shipper or online shop can start an investigation for lost items.

• Can I track multiple shipments with a single request?

  Yes, you can fill up to 10 different tracking numbers into the tracking box at the same time. Please make sure to list them separated by comma, like this: 1234567, 2345678, 3456789.