Everything you need to get your DHL shipment back on track
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When you’re ordering a package internationally, it can be a little nerve-wracking since it has to travel overseas. But don’t fret—your package is still coming. There are several reasons why DHL shipments are put on hold, from weather delays to insufficient documentation. Fortunately, this can be resolved with time, patience, and maybe a phone call. In this guide, we’ll teach you everything you need to know about on-hold DHL packages.
When your DHL shipment is placed “On Hold,” your package may be delayed by a few hours or days. This is generally due to customs inspections, incorrect or incomplete destination addresses, duties, and tax payment issues. If there is no update after 10 days of the estimated delivery date, contact your merchant or DHL customer service for further assistance.
Congestion issues at the ports Due to a high volume of packages, an item may be put on hold because there isn’t enough staffing or modes of transportation to streamline the process. This is especially prevalent during the holidays when there’s a higher demand for goods.
Disruptions in shipping routes From road closures and inclement weather to the pandemic and strikes, plenty of external events happening worldwide can cause a package to be put on hold, especially for a global and international shipping company like DHL. In these situations, DHL has to closely follow the decisions of local authorities in the countries and cities through which packages are sent.[2]
- Unfortunately, you cannot do much in these scenarios but wait for a tracking update.
Insufficient customs documentation When ordering a package overseas, the purchaser and sender are required to provide the necessary information (the correct address, the package’s contents, and fee payments) to pass through customs successfully. If not, a package is subjected to inspection and delays. In this case, customs will contact you.[3]
Local courier delays When DHL fulfills shipments, they’re delivered to one of the 220 postal providers the company is partnered with worldwide. For example, whether your package is delivered through USPS or FedEx depends on the merchant or online shop and the shipping services they offer you before check-out.[4]
If your shipping provider is experiencing delays, this can cause your package to be placed on hold.
Regularly check the tracking status of your shipment. Visit DHL.com and enter your package’s tracking number on the home page to review the last known location. Generally, it takes 3 to 14 days to deliver international packages. While it can take 3 to 8 days for domestic packages. Reviewing the tracking number may provide an updated delivery date.[5]
- If you’re the shipper, notify the recipient that their package is on hold and provide them with regular updates.
Ensure all of your package’s paperwork is filed correctly. If you’re mailing an international package, double-check the destination country’s customs regulations to limit delays. Every country has different paperwork requirements. Generally, you’re required to provide a commercial invoice, a letter of free sale, a bill of lading, a certificate of origin, and an export packing list.[6]
- Duties and taxes may be due for certain countries. Be sure to pay all the necessary fees to prevent holds.
- If you’re receiving an international package, ensure any fees are paid, and your address and preferred contact method are correct.
Investigate the last known destination for insight. If you can’t sit still, we don’t blame you! For peace of mind, Google the last known destination for any insight on strikes, social unrest, weather updates, and similar issues that can impact your package. If you see a massive storm or the local courier is on strike—this may indicate why your package has been delayed.
Contact the merchant 10 days after the expected delivery date. Unfortunately, there’s not much you can do other than wait for a tracking update. However, if your package has still not arrived or there’s no update, contact the merchant or online shop to start an investigation for your package.[7]
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