A late package with no new scan needs a comparison between the promised date and last physical event, not just the age of the tracking page.
Before you act
Check the exact carrier, service, role, and date in the official order or tracking page. A support inquiry, carrier claim, and seller refund are separate paths.
Start here
- Save the order's delivery promise and latest carrier estimate.
- Find the last event that confirms actual carrier possession.
- Check whether this service uses milestone rather than daily scans.
- If the promised date passed, open the carrier's delay inquiry and alert the merchant.
Evidence to keep
- Last physical tracking event
- Shipping confirmation
- Order confirmation or receipt
Keep address, order ID, and tracking number private. Share them only in the merchant or carrier's official support flow.
Late versus lost
A scan gap alone is not a confirmed loss. Use the service's expected transit pattern and the carrier's investigation result before filing a loss claim.
Carrier, seller, or payment provider?
A carrier inquiry seeks the parcel or records a delivery problem. A carrier claim concerns loss or damage under a shipping agreement. A merchant refund or replacement concerns your order. Those paths may run in parallel, but one request does not automatically open another.
If the first response does not resolve it
Ask for the case number and the reason for the decision in writing. Recheck the exact service, shipment date, and any seller or payment protection window before escalating. Do not assume a delivered scan settles a possible misdelivery or theft dispute.
Official next step
Use the company website directly. Do not use a link from an unexpected delivery text or email.
Official sources and checking date
- DHL US Shipping FAQ Official source · checked 2026-11-02
Policies and contact routes can change. Verify the current US terms and the actual service before filing.