DHL tracking status

DHL “Shipment on hold”: what it means

The short answer

Keep an eye on it

Your DHL package has stopped at a checkpoint and needs more processing before it can move on. DHL says this can be a wait for the next connection, customs processing or other checks, and that it gets in touch if someone has to act.

When to act: If 'Shipment on hold' is still the latest line after 3 days, file a complaint and we send it to DHL.

Also shown as: “Shipment is on hold” · “Customs clearance delay”

What to do now

Open the DHL tracking page and press 'Show details' on the hold line. Write down any 'Further Detail' or 'Next Step' text.
Look in your inbox and spam folder for a message from DHL. DHL says it gets in touch when action is needed, so a missed message can keep the package waiting.
If the reason is on your side, such as nobody home or a wrong address, change the delivery in DHL On Demand Delivery. Some options may not show, for example when charges are owed.
Keep your order confirmation and invoice to hand, because missing customs paperwork is one of the reasons DHL lists.
Save a screenshot of the tracking history with the date of the hold, and keep your tracking number.
Still not sorted? File your complaint here. We write it with you and send it to DHL, so you do not have to chase it yourself.

Start my complaint

What does “Shipment on hold” mean?

'Shipment on hold' means a DHL Express package has stopped somewhere on its route. DHL's tracking guide calls it a standstill at a checkpoint. Another DHL page says the shipment needs additional processing and may be waiting for the next connection, clearance processing or necessary checks. One shipper that sends through DHL says the scan most often means waiting for a flight. It does not mean your package is lost, and on its own it does not mean customs has stopped it.

DHL's own pages differ on how urgent this is: the guide lists it among statuses that need immediate attention, while the other page says DHL gets in touch with the relevant party if action is needed. The label does not give the reason. Where DHL has recorded one, you find it under 'Show details' on the tracking page.

Why does DHL show it?

Nobody was home to accept the package
A clearance delay at customs
Incomplete contact details on the shipment
Missing paperwork for customs
Delays from weather or flights
Waiting for the next connection
Duties or taxes not paid yet

How long does it last?

When the hold clears, the next line can be 'Clearance processing complete', 'Departed Facility' or 'Shipment is Out with Courier for Delivery'. DHL publishes no time for a hold. It says customs clearance is in most cases finished on arrival, that a shipment flagged for review can take several days, and that tracking can stay quiet during that time. On Reddit's DHL forum, people also report this line alternating with 'Clearance Event' for days.

Other DHL statuses

Clearance EventKeep an eye on it
ExceptionKeep an eye on it
Departure Origin DHL eCommerce FacilityNormal
En route to DHL eCommerce Distribution Center or awaiting processingKeep an eye on it
On Hold Awaiting for Payment of Shipment Related FeesTake action
Tracking not updatingKeep an eye on it
Delivered but not receivedTake action
Delivery attemptedTake action
Awaiting Collection by ConsigneeTake action
Returned to ShipperTake action
Collection eventKeep an eye on it

All DHL statuses →

Who is responsible for a late or missing package from DHL?

When you buy online from a business, DHL is the seller's courier and the seller is DHL's customer, so putting a late, lost or missing order right, with a replacement or a refund, is in most cases for the seller. DHL's own documents fit that: its eCommerce FAQ calls the merchant its contract partner and says only the merchant can claim for a lost or damaged package, and its Express claims guide says that in almost all situations only the shipper can claim. If you are in the UK, the Consumer Rights Act (section 29) also keeps the goods at the seller's risk until they reach you or someone you named, unless you booked the courier yourself and the seller did not offer it as an option.

If you sent the package yourself, your contract is with DHL, under the terms you accepted when you booked. DHL Express's US domestic terms limit its liability to $100 or the package's actual value, whichever is lower, and its international terms set a limit per kilogram unless you arranged more cover. Both say DHL is not liable for loss caused by delay, apart from a limited money back guarantee on some international services, and that claims must reach DHL in writing within 30 days of the date it accepted the package. Those are DHL Express terms. Sending through DHL eCommerce UK or Evri Premium falls under that service's own terms.

Questions about “Shipment on hold”

Why is my DHL shipment on hold?

DHL lists nobody home, a clearance delay, incomplete contact details, missing customs paperwork, and weather or flight delays. Unpaid duties and taxes show as their own hold line. Press 'Show details' on the tracking page to see any reason DHL recorded.

How long can a DHL shipment be on hold?

DHL gives no fixed time. It says customs clearance usually finishes on arrival and that a shipment flagged for review can take several days. Its tracking guide treats a status unchanged for more than 3 days as a concern, so at that point file a complaint on Complain.biz and we send it to DHL.

Does 'Shipment on hold' mean my package is stuck in customs?

Not always. DHL says it can also mean waiting for the next connection or other checks, and one shipper that sends through DHL says it most often means waiting for a flight. Customs is more likely if the lines around it mention clearance.

Why did my DHL shipment go on hold after 'Clearance processing complete'?

We found no DHL page that explains this order of scans. 'Clearance processing complete' means customs has cleared the package, so a hold after it is more likely about the next connection, the delivery details or a payment. Check 'Show details' and look for a request to pay duty.

Based on

DHL: Shipment Tracking Status Explained
DHL Express: General Queries (Singapore)
DHL Express: Payment and Shipment Release FAQ
DHL: Customs Clearance and Customs Declaration FAQ (US)
Ship Sticks: International Shipment Scans
My Baggage: What does Clearance Event mean?
DHL Express: On-Demand Delivery options
r/dhl: Clearance Event, Shipment on Hold loop
Consumer Rights Act 2015, section 29
DHL eCommerce: Tracking and Shipment Status FAQ (US)
DHL Express Claims Guide (UK)
DHL Express U.S. Domestic Terms and Conditions of Carriage
DHL Express Terms and Conditions of Carriage (UK)