How to track my item?
For accurate tracking, it is strongly recommended to use a third-party site such as 17Track instead of the Track Items menu in your order. Here's how to do:
1. Copy the track number from Track Order Page or from System Message.
2. Access to 17Track website, paste the track number and track. Please note, the tracking information might need up to 10 days to be available online.
3. To simplify your future regular tracking, you can add the results page to favorites or to your home screen.
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When will I receive my item?
Once the package shipped, the estimated delivery date can be found on the order detail page. Since this is a maximum delivery date committed by the seller, the actual delivery can take place before this date. In the meantime, it is recommended to track the package regularly as your instruction may sometimes be required before final delivery.
Delivery during COVID-19
Due to the pandemic situation, the current capacity of air transport is very limited. As a result, the tracking information might remain unchanged for several days or weeks. We appreciate your patience if the estimated delivery date is not exceeded.
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Why is the package tracking unavailable?
1. Make sure you track the package on 17Track website.
2. Use the track number instead of the order number.
3. The tracking information might need up to 10 days to be available online.
4. If the tracking remains unavailable beyond 10 days, confirm the shipment status or the tracking number with the seller.
5. If the seller doesn't respond to your request or provide the correct tracking number, you can open a dispute on DHgate for Invalid Tracking Number.
Item not received: package still in transit
The estimated delivery time can be found on the order detail page. We appreciate your patience if this deadline is not exceeded. Meanwhile, it is recommended to maintain good communication with the seller for any related questions.
Item not received: package delivered
If you have not received the package while it's marked as delivered, please submit a complaint at your local postal carrier (Royal Mail in the example below) by communicating the package number. Once the claim code obtained, send it to the seller and try to reach agreement.
Package returned or delivered to wrong address
If the tracking information confirms the return or the delivery to the wrong address, you can open a dispute on DHgate directly.
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