My parcel seems to be stuck

Your parcel makes many stops during its journey to your chosen address. At times, it may stop updating for longer than you feel comfortable with. So, of course, you ask yourself: do I need to do anything, and when will it get here?

Let's get started by visiting the tracking page again. You can find it in your shipping confirmation email.

If you've chosen DHL GlobalMail as a shipping method, your national mail carrier will be used for the last leg of your order's journey. If you copy your tracking code into your national carrier's website, you may be able to view more real-time information and may even be able to reroute the parcel.

There are a few common statuses you may find a parcel to be stuck on. Here's what they mean:

• Shipment information uploaded means the carrier knows the package is coming, but they haven't scanned it yet. For DHL GlobalMail, this means that the carrier has picked up the daily bulk container of boxes, but hasn't sorted the individual boxes yet. If this step takes longer than a few days, it's likely that their sorting center is backed up with work. This usually sorts itself out within a few more days.
• Still in transit can be any step along the way. Logistics work in mysterious ways, and a parcel may be routed through some whole other country you might not expect. Rest assured, it's usually all planned out that way, so please sit tight - especially if it's still within the estimate provided back when you ordered.
• Your package may be available for pickup if it's marked as such, or marked as delivered (but not actually present at your home). It'll usually list the name of the postal office and the postal code, and often you'll get the full address and contact details, too.
• It may be getting returned to us, in which case we'll process it as a returned package.

If a parcel does not receive any status updates for a period of 14 days, we're able to contact the shipping carrier's customer service for an investigation. You can ask us to file for an investigation.

We generally cannot see more information on the tracking page than you can. If you'd like, though, you can still contact us and we'll check things out on our end, too.