Packet Tracked and Packet Priority

The shipment will be scanned for the first time at the international mail processing centre in Frankfurt. You can track the parcel to its destination country via Tracking - DHL - Germany. In the destination country, Deutsche Post will transfer the parcel to the local postal service, which will deliver the shipment to the recipient. Once the parcel has been transferred, you will find a link to the local postal service on the Deutsche Post track and trace page.

If your parcel has a tracking number starting with UQ, it is a parcel without tracking and cannot be tracked after the first scan in Frankfurt. That first scan serves as proof of shipment. In the destination country, the local postal service will deliver the parcel to the addressee.

If the parcel cannot be found on Tracking - DHL - Germany, or if the status is “data transferred”, then the parcel has not yet been scanned at the international mail processing center in Frankfurt. We are unable to investigate further in this situation. 

Does the shipment number start with UQ? Then it is normal that no new scans follow after the scan in Frankfurt. These Packet Priority shipments do not have online tracking. 

In our overview of local postal companies, you can see which local postal services we work with.

The delivery time varies per country of destination. In our overview of transit times, you can see how much time there is on average between the first scan in Frankfurt and delivery to the recipient in the country of destination.

Once we have handed over the parcel to the local postal service, it is best to keep an eye on their online tracking system. There you will find the latest tracking information.

There can be several reasons for this. In some countries, the delivery driver will ring the doorbell if the parcel does not fit through the letterbox. However, in other countries, the delivery driver will simply leave a note stating that the parcel will be sent to a collection point. Alternatively, the parcel may be sent directly to a collection point without the delivery driver first visiting the address. This depends on the customs of the postal service in the destination country, which are usually known to the recipient.

If the local postal service has scanned the parcel as delivered, we assume that the shipment has been delivered. Packet Tracked and Priority shipments are letterbox parcels for which the recipient does not need to sign. Therefore, no further investigation is possible if the recipient indicates that they have not received the parcel.

If the online tracking system has not updated for several days, the shipment is still in transit. For shipments to destinations outside Europe, this can take one to two weeks. Even if the shipment is at customs, you will often not see a new status for several days.

Once the parcel has left our warehouse, the delivery address can no longer be changed. However, the recipient can sometimes still make a change or arrange a delivery appointment with the local post office, depending on the options offered by that postal service to recipients.

If the recipient is not at home, the local post office will usually leave a note with information about the collection address. The local post office's online tracking system usually also shows exactly where the recipient can collect the parcel. If the recipient is in Germany, the collection address can be found at Tracking - DHL - Germany. In addition to the shipment number, you will also need to enter the recipient's postcode.

It is possible that the delivery person forgot to leave the note, or perhaps the recipient lost it. But don't worry: the local post office's online tracking system almost always shows where the recipient can collect the parcel. The recipient could also call the local post office.

We are unable to arrange an additional delivery attempt. What happens if the first delivery attempt is unsuccessful varies depending on the destination country. Sometimes a second attempt is made as standard, sometimes the recipient can request this using the information on the delivery notice. The recipient must arrange this themselves with the local post office; we are unable to do so.

This varies depending on the destination country. Some local carriers hold the parcel for seven days, while in other countries this can be up to three weeks. The recipient is advised to check with the local post office.

If the recipient does not collect the parcel, the shipment will be returned to the sender. We cannot prevent this.

Once the period during which the local post office stores the parcel for the recipient has expired, the parcel will be returned to the sender. We have no influence on this.

Sometimes the recipient can make arrangements with the local post office, for example to have the parcel delivered to neighbours or to a collection point. This depends on the options offered by the local transport service to recipients. We have no influence over this.

Whether you are entitled to compensation for a lost parcel depends on whether value protection was selected for the shipment. If the parcel was sent without value protection, you cannot file a claim. If the parcel was sent with value protection, you can file a claim by using this form (Excel file).

Please note: you cannot file a claim:
- if the first scan at the mail processing centre in Frankfurt is missing, or
- if the local post office has scanned the parcel as delivered.

If you are a Global Mail Business (GMB) customer and you want to submit a claim, please use this form (Excel file).

We have no influence on the processing of your shipment at customs.

This is usually due to an error in the sorting process. The parcel will either be sent to the correct country or returned. We cannot say exactly what will happen in a specific case, as we have no insight into the handling on site.

If the online tracking does not state a reason why the parcel cannot be delivered, it is best to wait until the parcel is returned. The local post office will usually attach a note or card to the parcel explaining why they were unable to deliver it.

We cannot say for certain, as this is a decision made by the local postal service. For example, they may have found the address unclear or incomplete, as is sometimes the case with apartment complexes. Or it may appear that the addressee is not actually the resident of the address. We have to trust their judgement and have no influence over it.

This varies per country of destination. For distant countries, it can take six to eight weeks, sometimes even longer. As soon as we receive the returned parcel, we will process it so that it can be included in the weekly return delivery of undeliverable shipments.