Verify hold on the official carrier tracking page. The next action depends on whether the carrier has the parcel, whether it was marked delivered, and who bought the shipping service.
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
- Verify hold on the official carrier tracking page.
- Look for legitimate document or duty requests inside official account.
- Contact the express carrier customs desk or shipper for correct documents.
- Never enter card details via a suspicious parcel-release text link.
Evidence to keep
- Carrier tracking screenshot
- Official customs hold notification
- Commercial invoice or customs documents
Keep address, order ID, and tracking number private. Share them only in the merchant or carrier's official support flow.
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 Express Customs Questions Official source · checked 2026-11-02
Policies and contact routes can change. Verify the current US terms and the actual service before filing.