Most "where is my DHL Express package" problems fall into one of four situations. Identify yours first — the right next step depends entirely on which one it is.
Find the right tracking number
DHL Express waybill numbers are usually 10 digits. DHL eCommerce parcels are often delivered in Canada by a local carrier, so the final tracking may move to another company.
DHL Express tracking not updating
Tracking only changes when the parcel is scanned. Gaps of a few business days between hubs are normal, especially on long-distance or cross-border legs. International DHL Express shipments commonly pause at customs; you may be asked to pay duties and taxes online before release.
Tracking says delivered but nothing arrived
- Check the delivery details on the tracking page: some carriers record a signature name, a photo, or the place the parcel was left.
- Look around the property, with neighbours, building reception, parcel rooms and mailboxes.
- Wait one business day — parcels are sometimes scanned delivered before the final drop.
- Contact the sender. The shipper holds the contract with the carrier and can open an investigation faster than a recipient.
Tracking never moved past 'label created'
This almost always means the sender printed a label but DHL Express has not received the parcel yet. Contact the sender, not the carrier — only they can confirm when it was handed over.
When and how to contact the carrier
Use DHL Express's official Canadian contact options with the waybill number. For duty and tax questions, the invoice from DHL lists what was charged and why.
ParcelPath.ca is independent and not affiliated with DHL Express. Always confirm details on the official DHL Express site.