FAQs – Tracking and Monitoring

DHL periodically recycles shipment waybill numbers for operational reasons. Occasionally this results in information being in our systems at the same time for two shipments travelling under the same waybill number. DHL is working hard to eliminate these occurrences however, in the meantime, please be assured that while this information may be confusing, your physical shipment will be heading to its correct destination and be receiving the same careful attention as every other shipment in our network.

This usually occurs if the information we have is insufficient to track the shipment for you. The address may be incorrect and we require clarification or some additional information may be required. The matter can be resolved very quickly by contacting Customer Service.

The Pickup and Delivery destinations shown on the DHL Express tracking results are based on the destination of the Service Station location providing that pickup and delivery. Please be assured that your shipment is being delivered to the destination provided by you when you completed the waybill for your shipment(s).

This status provides an indication of the clearance processing from the destination. Please click in to the Further details (+) to open and see additional information available. This checkpoint allows you to see very early if there is additional information required by customs for clearance.

Yes, under certain conditions. We strongly advise you to make a record of your tracking number however, if you have the shipper's reference number, you can use our online Shipper’s Reference Tracking service.

A standard nationalization process in Colombia can take up to 15 days. However, it is essential that all the information required by the customs authority is provided. Please check the emails registered with the shipment to ensure the continued transit of your package. Remember that the clearance process will not begin until either the sender or recipient pays the duties, except for DDP shipments (where taxes are charged to a DHL account) and partial shipments arriving under the same manifest, which will be processed under ordinary customs law if they exceed USD 2,000 and 50 kilograms.

Our international web platform uses codes assigned to each city to accurately track shipments. These codes, known as IATA codes, allow for standardized location identification. For example, Bogotá has the code BOG, Cartagena is CTG, and Medellín is MDE. In the case of your city, if it does not have a specific IATA code assigned in our platform, the system automatically assigns a generic code, which in this case corresponds to Buenaventura (BUN). This does not mean that your shipment will be delivered in Buenaventura; it is simply a technical representation used for tracking purposes.

Don’t worry! Your shipment will arrive at the address indicated on the transport document. We recommend continuing to monitor the tracking of your shipment to verify its progress toward the correct city.

(Small Note) IATA Code: It is a three-letter code that uniquely identifies an airport or city in global transportation and logistics systems.

Remember that all shipments are subject to customs inspections and the payment of taxes in Colombia. If your tracking shows no further details, it is likely due to this condition. To check the amount of applicable taxes, please review the SMS messages sent to the number registered with the shipment, where a payment link should have been provided. If you encounter any issues, you can email confirmacion.eu@dhl.com or contact us through our chat at the following link: https://bit.ly/3WYV5SB

Don’t worry! Your package is in normal transit and will be delivered by a representative agent who assists us with deliveries in the area. You should have received an SMS message on the phone number registered with the shipment, containing a new tracking number. You can enter our partner’s website and check the tracking information.