You can track your shipment using our website or one of our online portals. Usually your merchant or online shop sends you a link to track your shipment.

A tracking number or ID is a combination of numbers and/or letters that uniquely identifies your shipment. The ID length may vary from 10 to 39 characters.

For most shipments, we provide only milestone tracking which means it may take some time before a new tracking event is displayed. Your package continues to travel to its destination despite the time between the tracking events. Depending on the destination, it could also take time to arrive in the destination country due to the distance and transit time of the selected service. Your shipment might also be delayed. Delivery delays can be caused by events beyond the control of DHL, e.g. weather events, local disruptions like public holidays, customs or strikes. In the event your shipment has not arrived within 10 days after the expected delivery time, kindly contact your merchant or online shop. The merchant or online shop as our contract partner can start an investigation for lost items. Please also note that some packages only have limited tracking events in the country of origin and no tracking events in the destination country.

When your shipment is delivered by the local post, you should go to your local post office within 7 days to submit a damage report. Please send the damage report to your merchant or online shop. Your merchant or online shop will then claim the damaged or lost parcel with DHL. Please understand that only the merchant or online shop can file a claim as they are the contract partner of DHL.

Shipments must be custom cleared. Customs clearance processing times differ from country to country and cannot be influenced by Focus Freight. For some countries, duties and taxes may be due. Customs may hold your shipment because they require more information. In this case, they will contact you.

Duties and taxes are consumption taxes. Customs duties are levied on certain goods purchased abroad. Value added taxes (VAT) are usually levied in the country where the purchased goods are consumed. Duties and taxes differ per country. Depending on country, duties and taxes are settled with the post office or the customs office. You can find more information about customs on the website of your local customs authority.

Unfortunately, it is not possible to change the delivery day or delivery time once the shipment has been dispatched.

Unfortunately, it is not possible to change the address once the shipment has been dispatched.

If you have not received your shipment, please contact either your merchant or online shop.

You should see tracking events within 24-48 hours after you have received the confirmation by your merchant or online shop. The reason it takes time to see tracking events is because the first event is created once the shipment is handed to us, i.e. once the shipment has departed the fulfillment center of your merchant or online shop.

We use 7 delivery statuses at Focus Freight. They are as follows - Delivered: means shipment has arrived at it's destination. Pending: means shipment is pending approval from customs before entering the next phase or status. Dispatched: means shipment has left our ware house. Canceled: means shipment might be contraband, seized or will be returned to ware house. Returned: means shipment has been returned to ware house. Awaiting Payment: means shipment has a pending tax to be cleared before customs will allow it to continue transit. In Transit: means shipment is on it's way to the next location.