Frequently asked questions

TRACK AND TRACE

You can track your shipment on our website or one of our online portals, using the tracking number or ID your merchant has provided. Usually your merchant or online shop also sends you a link to track your shipment.

Please use the following options to check the status of your parcel:

For shipments sent from Europe, or if your international shipment is already in Austria, please use the Tracking of Austrian Post.

For shipments sent from the United States, please use DHL eCommerce United States.

For shipments sent from Asia, please use DHL eCommerce Asia Pacific.

If you expect an parcel sent with DHL Express, please use DHL Express Tracking.

In case you received a dedicated link from your shipper please use this link to track your parcel. If you have not received a parcel ID, please contact the sender to ask for the status of your shipment.

A tracking number or ID is a combination of numbers and letters that uniquely identifies your shipment. The ID length may vary from 10 to 39 characters.

In general, the merchant or online shop is able to provide the tracking number or ID. If you have ordered a product from an online shop, the confirmation email or shipment notification often contains the tracking number or ID.

If not, please contact your merchant or online shop.

Please note that not all shipments have tracking numbers/IDs and that a shipment number is specifc for the logistics provider (DHL Parcel, DHL Express, Austrian Post, ...) and can only be tracked by the respective company.

You should see tracking events within 24-48 hours after you have received the confirmation by your shipper or online shop. The reason for the delay is that the first event can only be created after the shipment has been handed over to us or been dispatched from the fulfillment center of your merchant or online shop.

Please note that not all shipments have tracking numbers/IDs and that a shipment number is specifc for the logistics provider (DHL Parcel, DHL Express, Austrian Post, ...) and can only be tracked by the respective company.

For most shipments, we provide only milestone tracking, which means it may take some time before a new tracking event is displayed. Your package continues to travel to its destination despite the time between the tracking events. Depending on the destination, it could also take time to arrive in the destination country due to the distance and transit time of the selected service.

Your shipment might also be delayed. Delivery delays can be caused by weather events, customs or operational backlogs. In the event your shipment has not arrived within 10 days after the expected delivery time, kindly contact your shipper, merchant or online shop. The shipper as our contract partner can start an investigation for lost items.

Please also note that some shipments only have limited tracking events in the country of origin and no tracking events in the destination country.

You should see tracking events within 24-48 hours after you have received the confirmation by your shipper or online shop. The reason for the delay is that the first event can only be created after the shipment has been handed over to us or been dispatched from the fulfillment center of your merchant or online shop.

Please note that not all shipments have tracking numbers/IDs and that a shipment number is specifc for the logistics provider (DHL Parcel, DHL Express, Austrian Post, ...) and can only be tracked by the respective company.

DELIVERY

For the delivery of parcels in Austria, DHL Parcel has a partnership with Austrian Post. International shipments using DHL Parcel will be handed over to the Austrian Post for delivery.

Once your shipment has been handed over to us by the shipper, delivery time is based on the service selected. The shipper, merchant or online shop usually indicates the delivery time on its website.

Please keep in mind that delivery times can vary depending on the product/service chosen and origin/destination relation; from 2-3 days for neighboring countries and up to 20 days for countries with long distances.

Delivery delays can result from factors, such as weather incidents, customs or backlogs.

In case your international shipment has not arrived within 10 days after the expected delivery time, please contact your shipper or online shop to start an investigation with DHL for lost items. Please understand that only the shipper can start an investigation as he is the contract partner of DHL.

For questions or changes regarding your delivery, please contact the customer service of Austrian Post.

For questions or changes regarding your delivery, please contact the customer service of Austrian Post.

COMPLAINTS

All DHL Parcels in Austria are delivered by our partner Austrian Post. In case of a damaged shipment or missing content, please contact the customer service of Austrian Post. Here you can find all relevant information for your next steps.

In case your shipment has not arrived within 10 days after the expected delivery time, please contact your shipper or online shop. Only the shipper as a contract partner can claim the lost parcel with the shipping company.

Delays of up to 10 days are unfortunately possible due to e.g. weather incidents, customs or operational backlogs.

CUSTOMS

Most probably your shipment must be customs cleared. Customs clearance processing times differ from country to country and cannot be influenced by DHL. For some countries, duties and taxes may be due. Customs may hold your shipment because they require more information. In this case, they will contact you.

Duties and taxes are consumption taxes. Customs duties are levied on certain goods purchased abroad. Value added taxes (VAT) are usually levied in the country where the purchased goods are consumed. Duties and taxes differ per country. Depending on the country, duties and taxes are settled with the post office or the customs office. You can find more information about customs on the website of your local customs authority.