Why is the status of my parcel stuck to "Shipment information received" for the past few days?

Sometimes, trackers may show "Shipper has generated a shipment label, but the shipment has not yet been handed over to DHL". This status still applies to the article below.

Don't worry if you've been tracking your DHL parcel and it's showing this status for a few days or if your local customer hotline says it hasn't been picked up yet. Your parcel is still on the move, and it's all part of the normal shipping process.

What does this status mean?

In most countries, this status means that DHL has only received the shipment information and not the shipment itself.

However, rest assured that this is not the case in the Philippines where shipments are collected by their local partner, WExpress.

In the Philippines, "Shipment information received" status means DHL generates tracking number, WExpress picks up the parcel, and it's on its way to the DHL export gateway on another island, which can take 3-5 days.

During this period, the shipment status won't be updated. DHL will update the tracking status only when the parcel reaches the export gateway.

 

Next possible status:

• Shipment picked up
• Arrived at Sort Facility
• Processed at MANILA - PHILIPPINES, THE
• Processed at CEBU - PHILIPPINES, THE

What to do if you get this status:

• If you get the "Shipment information received" status, wait for new updates. This can cause confusion and frustration, but it's normal for the tracker to show this status for a few days until your package reaches DHL's export gateway.