DHL tracking status

DHL tracking not updating: why, and what to do

The short answer

Keep an eye on it

DHL tracking shows scans only at key points, so a gap does not mean your package has stopped moving. DHL Express treats more than 3 days without a change as a concern. DHL eCommerce in the US and Canada sets its limit at 10 days past the expected delivery date.

When to act: If a DHL Express package shows no new scan after 3 days, a DHL eCommerce package in the US or Canada is 10 days past its expected date, or a DHL eCommerce UK parcel shows no new scan for 3 working days, file a complaint and we send it to DHL.

Also shown as: “Tracking updates may end here, will be delivered shortly” · “Sorry for the inconvenience, the status of your shipment is currently unknown. Please monitor later.”

What to do now

Work out which DHL you have. DHL's tracking page can say 'This shipment is handled by', and DHL Express waybill numbers have 10 digits. DHL eCommerce IDs run from 10 to 39 characters, so a 10-digit number alone does not settle it.
Note the date and wording of the last scan, then compare it with the delivery date the seller gave you.
If a line mentions a delivery service provider, try your number on that service's tracking page, because the last scans may appear there.
Look in your inbox and spam folder for a message from DHL or customs, in case someone is waiting for information from you.
Save dated screenshots of the tracking page and keep your order 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

No update for days with another courier

What is going on

DHL calls this milestone tracking: a new line appears only at key points, and the package can keep moving between them. During customs clearance, DHL says there may be a period of inactivity even though the shipment is still being processed.

The gap depends on the network. DHL Express shows lines at each facility, so its guide says to worry when a status stays the same for more than 3 days. DHL eCommerce in the US and Canada shows far less: it says some packages have limited events in the country of origin and none in the destination country. People share a DHL line that says so itself: 'Tracking updates may end here, will be delivered shortly'. DHL eCommerce UK's parcel journey guide says parcels moved in a cage get no individual scans, and it publishes no waiting limit.

Why it happens

Milestone tracking, with no scan between key points
Customs clearance, which can be quiet in tracking
A long leg, or a wait for the next flight
A handover to a postal service or delivery partner
Weather, public holidays, strikes or a backlog
The seller created the shipment but has not handed it over

What usually happens next

On DHL Express, the guide treats more than 3 days without a change as a concern. On DHL eCommerce in the US and Canada, the first events show 24 to 48 hours after the seller's confirmation, and later ones can be far apart: DHL gives up to 20 days for long distances and says delays of up to 10 days are possible. After 'Tendered to Delivery Service Provider', one line itself says to allow 1 to 3 days for updates.

Other DHL statuses

Shipment on holdKeep an eye on it
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
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 “Tracking not updating”

Why is my DHL tracking not updating?

DHL shows only milestones, so nothing appears between key points. Customs clearance and long legs often look quiet. Some DHL eCommerce packages show no events at all in the destination country, even though they are still moving.

My DHL tracking has not changed for a week. Should I worry?

On DHL Express, yes: its guide treats more than 3 days as a concern, so file a complaint on Complain.biz and we send it to DHL. On DHL eCommerce in the US or Canada, a week can be normal until 10 days past the expected delivery date. DHL eCommerce UK publishes no limit, so compare with the date in your delivery message.

Why does my DHL tracking say the status is currently unknown?

DHL Express says this usually means the information it has is not enough to track the shipment: the address may be wrong, or more details may be needed. Check your order details and your inbox, and update your details in On Demand Delivery if that option shows. If it stays that way for 3 days, file a complaint on Complain.biz and we send it to DHL.

Why does my DHL tracking number say not found?

DHL Express says a seller's number with no scans means the shipment has not been handed over or picked up yet. DHL eCommerce says events appear 24 to 48 hours after the seller's confirmation, because the first event is created once the package is handed over. Check that you copied the number exactly, then try again after that time.

Based on

DHL: Shipment Tracking Status Explained
DHL: Customs Clearance and Customs Declaration FAQ (US)
DHL eCommerce: Tracking and Shipment Status FAQ (US)
DHL eCommerce: Tracking and Shipment Status FAQ (Canada)
DHL: Tracking International DHL Shipments
DHL Express US: tracking help, status unknown
DHL Express US: tracking help, pre-transit
DHL eCommerce UK: Journey of a parcel
r/dhl: Parcel still in collection event after days (shared DHL tracking page)
r/dhl: Why does my package say mis-shipped (shared tracking history)
r/dhl: Further Detail, tracking updates may end here, will be delivered shortly
r/dhl: Arrival in country, tracking updates may end here, will be delivered shortly
Consumer Rights Act 2015, section 29
DHL Express Claims Guide (UK)
DHL Express U.S. Domestic Terms and Conditions of Carriage
DHL Express Terms and Conditions of Carriage (UK)