Sometimes, your DHL tracking shows “Shipment information received” or “Shipper has generated a shipment label, but the shipment has not yet been handed over to DHL” for several days.
This does not mean your has not shipped yet.
What this status means
After your order is packed, we create a DHL shipping label.
Then, a local third-party partner courier picks up your parcel and delivers it to the nearest DHL gateway for scanning.
Important: Your parcel will not show any tracking updates while it is still with the third-party courier. DHL can only scan and update the tracking once the parcel reaches their facility. This handover process normally takes 3 to 4 days.
Why tracking updates are limited in the Philippines
Early transit is handled by third-party couriers, and not all checkpoints have scanning equipment. Updates usually appear only when your parcel:
Reaches a major hub like Manila or Cebu
Gets scanned at the export gateway before leaving the country
Why did I pay for express shipping when the scanning update takes days?
Express shipping starts after DHL receives and scans your parcel into its international network. The “express” part refers to the international transit time, not the local pickup or customs handover.
Once your parcel enters DHL’s system, delivery is fast (usually 2 to 4 business days worldwide).
What should you do?
- Be patient: These statuses may stay the same for 3-5 days during inter-island transport.
- Monitor your tracking: Use DHL’s tracking website or our Order Tracking tool.
- Contact support: If there are no updates after 5 days, contact our Support Team.
Rest assured, your parcel is still in transit and on its way to you.
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