How long do DHL investigations take?

Our team will process your claim within 10 working days of its receipt. DHL Express also has a brochure that gives details of how to proceed if something goes wrong with the shipment.

What happens when DHL loses a package?

If your shipment is lost, damaged, missing content, or it arrived later than the published delivery commitment, you will need to complete the correct corresponding claim form to ensure that DHL has all relevant information necessary to process your claim and resolve the situation as quickly as possible.

How long before a package is considered lost DHL?

Tracking DHL Lost Packages

The DHL regulation says if a customer's package does not arrive within 10 days after the scheduled delivery date, as an eCommerce service provider, you have to investigate the lost item. You can start doing that by tracking the customer's shipment using the DHL tracking link.

Does DHL pay for stolen packages?

If your delivery is still nowhere to be found, the next step is to file a missing package claim with DHL. However, according to DHL policy, only the bill-to-party/shipper can file these claims. As such, the company recommends contacting the shipper/seller to make a claim.

How long does DHL processing take?

Please keep in mind that delivery times can vary depending on the product/service and origin/destination relation, from 2-3 days for neighboring countries and up to 20 days for countries with long distances. The merchant or online shop usually indicates the expected delivery time on its website.

Journey of a shipment - How express delivery works with DHL

Why is DHL taking so long?

The most common reason that it takes DHL a long time to deliver a package is that the seller hasn't shipped it out yet. DHL can't deliver anything until the package arrives at one of their facilities. It can sometimes take a seller up to two months to ship out a package.

Why is my DHL shipment not moving?

If your package has already arrived in your country and the DHL tracking info has not updated since it's arrival, it is likely because your package has been handed off from DHL to your local postal provider for the final leg of delivery. Sometimes DHL tracking will end, or “freeze”, once this hand off has occurred.

Does DHL refund for lost packages?

DHL offers refunds for over 50 service failures including “late deliveries”, “lost packages” or “wrong surcharges applied” but needless to say, shipping carriers deliberately make it difficult for businesses to claim refunds.

Does DHL take pictures of delivery?

DHL electronic proof of delivery lets you get delivery details and an image of the receiver's signature, when captured digitally—usually within an hour of delivery.

What do I do if DHL says delivered but no package?

By contacting DHL, you can find out the status of your package and receive a refund if necessary. When speaking with DHL, you'll need to provide your tracking number and order information. They may also request details about the package to further help them locate it.

Does DHL check packages?

Our courier will inspect the shipment when the pickup is made. If improvements in packaging are necessary, the courier may request that you modify the packaging or may refuse the pickup. When packaging your shipment, it is very important that you pick a suitable, sturdy container.

Do DHL lost parcels?

If your parcel has been delayed or has gone missing, contact the sender which could be the customer service department of the online store where you placed your order. They may ask DHL to investigate your case.

What happens if a courier loses a parcel?

As mentioned earlier, if the courier left it somewhere that wasn't previously agreed and it's now gone, you should contact the retailer. They should replace it and then claim on their business insurance for any losses. If a thief breaks into your home to steal the parcel, you could make a home insurance claim.

Why does DHL hold packages?

The “on hold” message is often an indication that your package has stopped moving entirely, and is staying in one place. It is usually due to a delay in the package's journey. For example, if a border between countries is closed, your package will appear as “on hold” because DHL cannot get it through.

Do the delivery guy know what they are delivering?

No, the Amazon delivery person does not know what is in the box.

Why do delivery drivers take pictures?

For their own and customer safety, drivers are now being asked to take photos to prove a parcel has been delivered – instead of obtaining a signature. Of course – with it being a relatively new measure – most recipients have no idea what's going on as they open the door to their package.

How often does DHL tracking update?

How Long Does It Take for DHL to Update Tracking? Under normal conditions, it doesn't take more than a few minutes for DHL to update tracking after every status check. This update is generated through an electronic device, either from a DHL facility or from the field.

What does DHL scanned into sack container mean?

scanned into sack means it's in the container it'll travel in while it flies to your country. Because it's been two weeks, it's likely already in your country.

Is DHL reliable?

Overview. DHL has a consumer rating of 1.39 stars from 415 reviews indicating that most customers are generally dissatisfied with their purchases. Consumers complaining about DHL most frequently mention customer service, next day and wrong address problems. DHL ranks 232nd among Shipping sites.

Is DHL reliable for international shipping?

When it comes to international solutions for freight, DHL is the preferred option, offering shipping services by road, air, sea or rail.

Does DHL fly on weekends?

No, DHL does not ship on Sundays in the United States. DHL also does not ship on Saturdays in the U.S. It does, however, ship on Saturdays and Sundays in several countries around the world, including many countries in Asia.

What is exception in DHL tracking?

When DHL has a package exception, it means that the package is temporarily stuck in transit for an unexpected reason. The reason can vary, and most of the time, the package is not lost but will be delivered as soon as the issue is resolved.

Who is liable for missing packages?

As a general rule of thumb, if you don't see any evidence to suggest otherwise, the seller or shipper is responsible. If a package is marked as delivered and you have not seen it, then the seller is responsible. The exception is that if a package is actually lost prior to being marked delivered.

Do lost parcels ever turn up?

However, lost parcels don't just lurk in depots or warehouses – after a varying period of time, they are collected up and disposed of. In the case of some carriers, this is done by auctioning off lost goods. Others share the goods out between members of staff.

Who is liable if my parcel goes missing?

When a parcel goes missing, it's logical to think the courier company is liable. However, it's actually the retailer who is responsible for compensating you. While it's a good idea to contact the courier first, if the parcel is truly lost, you'll need to take it up with the retailer.