Questions about tracking your shipment
What do 'Unknown Address' and 'Unknown Recipient' mean?
It means that the driver tried to deliver your shipment, but the shipping address we have is incomplete or incorrect. You can give us your address here. You can also change the delivery address to a nearby collection point or another address in your province here for any future delivery attempts. If your shipment is out for delivery, you'll only be able to choose delivery to a neighbour/concierge.
I haven't received the tracking number to check where my shipment is. Where can I find it?
You can request it from the sender and check the status of your shipment here. Also, if you provided your email address at the time of purchase, we'll send you an email with the expected delivery date and options to change the delivery if you're going to be away from home.
I enter my shipment tracking number and no information is displayed. Why is this?
Check that you've entered the data correctly as our system is case sensitive. Please also note that shipment information doesn't appear automatically; it's displayed once DHL Parcel receives the shipment from the sender. If you placed your order more than 48 hours ago, contact us here.
What is a tracking number or ID?
Where can I find my tracking number or ID?
If you ordered your product from an online store, the website will most likely give you the tracking number or ID. If the sender has given us your email address or mobile number, we'll send you this information along with the expected delivery date.
When will my tracking information appear?
You should see the information within 24-48 hours of receiving the tracking number or ID. Please note that shipment information doesn't appear automatically; it's displayed once DHL Parcel receives the shipment from the sender. Check your email, including the spam folder. If the sender has given us your email address, we'll send you an email with the expected shipment delivery date and you'll then be able to track your shipment online.