Australian orders: If your tracking through Australia Post has not updated in more than 12 business days (parcel post) or 7 business days (express post) please contact us and we will let you know the best course of action. Australia Post occasionally does not scan after courier pickups but we have found that once they reach their destination State they will receive a scan without issues.
Please note that there are currently COVID-19 and Holiday delays.
International orders: If your tracking through DHL eCommerce has stopped please try entering your tracking number into your local postal service's system. Once your parcel enters it's destination country the tracking number switches over from DHL eCommerce to the local postal service (for example USPS, NZ Post, etc.) and from that point detailed tracking will appear on the local postal service's system.
If you are in the USA or Canada and have a tracking number with "NZ" in it your parcel is going from Australia to New Zealand, and then to Canada/USA. This means you can check the tracking number in NZ Post's tracking system to see if it has departed internationally. This step isn't necessary, but it's helpful to see if your DHL eCommerce tracking has not updated yet.
If you are having issues with your tracking once it is in the destination country you will need to contact your local postal service (not DHL) regarding it's location to have your issue solved. We always recommend calling the postal service itself (USPS, etc.) rather than your local post office for the most accurate help.