DHgate tracking

What is DHgate?

DHgate is one of the world's largest cross-border B2B e-commerce platforms, specializing in direct connections between Chinese manufacturers and wholesalers and international buyers. Founded in August 2004 by Diane Wang in Beijing, the company was officially launched in 2005 and quickly became a major player in international e-commerce. The name "DHgate" combines "Dunhuang," a historic city on the ancient Silk Road, and "Gate" (meaning gateway in English), symbolizing the company's mission to serve as a modern bridge between China and the rest of the world.

Founder Diane Wang (Xu Yangtian) created DHgate with a forward-thinking vision, anticipating that the internet would fundamentally transform international commerce by increasing efficiency while significantly reducing costs for both buyers and sellers. This insight proved accurate, and DHgate is now considered the second-largest marketplace worldwide after AliExpress, specializing in bulk sales of products manufactured in China.

• Founding date: August 2004, with official launch in 2005 under the initial name SheInside before adopting the DHgate name
• Founder: Diane Wang (Xu Yangtian), a visionary Chinese-American entrepreneur in cross-border e-commerce
• Headquarters: Beijing, China, with additional offices in the United States and United Kingdom
• Number of sellers: Over 2.2 million active sellers offering their products on the platform
• Number of registered buyers: Over 31 million users worldwide, with some sources citing up to 35 million
• Product catalog: Over 32 million products available across more than 30 different categories

DHgate distinguished itself by creating a new business model called "cross-border e-commerce," enabling small and medium-sized Chinese enterprises to access international markets directly without going through traditional intermediaries. This approach democratized access to Chinese products for buyers worldwide, whether they are professionals seeking wholesale supplies or individuals looking for bargains. The platform processes a transaction every three seconds on average, testament to its dynamism and popularity with international consumers.

In terms of financing, DHgate raised a total of $45.5 million across four funding rounds between 2006 and 2014, with the final Series D round of $16.3 million in September 2014. This financial strength enabled the company to develop its logistics and technology infrastructure to meet growing demand. DHgate Group was honored with the title "Best B2B Cross-Border e-commerce Marketplace Company" by Global Finance magazine, confirming its position as a leader in its sector.

Which countries does DHgate ship to?

DHgate offers exceptionally extensive geographic coverage, allowing buyers from more than 220 countries and regions around the world to receive their orders. This global presence makes the platform one of the most accessible marketplaces internationally, capable of shipping to practically every continent. Major markets served include North America, Europe, Oceania, Asia, and South America, with particularly strong presence in the United States, Canada, United Kingdom, Australia, Germany, France, Spain, Russia, and Brazil.

To ensure this global coverage, DHgate relies on a sophisticated logistics network managed by its specialized subsidiary DHLink, established in 2014. This infrastructure includes over one hundred international shipping routes and more than a dozen strategically positioned warehouses around the world. These warehouses are primarily located in North America, Europe, and Asia, allowing stock to be positioned closer to target markets and significantly accelerating delivery times to the most demanded destinations.

• Europe: All European Union countries are served, including France, Germany, Spain, Italy, Netherlands, Belgium, Portugal, as well as the United Kingdom and Switzerland
• North America: The United States and Canada benefit from local warehouses enabling rapid delivery in 2 to 7 days
• Oceania: Australia and New Zealand are regularly served with both standard and express delivery options
• Asia: Japan, South Korea, Singapore, Hong Kong, and other Asian countries benefit from reduced delivery times due to their proximity to China
• South America: Brazil, Argentina, Chile, and other South American countries are accessible, although delivery times may be longer
• Africa and Middle East: These regions are also covered, with variable delivery times depending on the destination country

The platform is available in multiple languages to facilitate access for international buyers, including English, French, German, Italian, Portuguese, Russian, and Spanish. This multilingual approach demonstrates DHgate's commitment to adapting to local markets and providing optimal user experience to its customers worldwide. Localized sites also allow prices to be displayed in different currencies and adapt payment options to regional preferences.

DHgate currently operates over 23 warehouses in countries such as the United States, United Kingdom, and France. These local warehouses enable direct shipment from the destination country, guaranteeing particularly short delivery times of 2 to 5 days for locally stocked products. This decentralized warehousing strategy represents a significant competitive advantage for the platform, allowing buyers to receive certain orders as quickly as if they were shopping on a local e-commerce site.

Which carriers does DHgate use?

DHgate does not operate its own delivery fleet but plays an essential role as a logistics coordinator between sellers and an extensive network of recognized international carriers. When an order is confirmed on the platform, the seller prepares the package and hands it over to the carrier selected according to the shipping option chosen by the buyer. The platform standardizes this process by offering predefined shipping methods and facilitating information exchange between all parties involved.

Carrier choice depends on several factors, including destination country, package weight and dimensions, buyer's desired timeline, and available budget. DHgate presents these different options transparently at checkout, allowing buyers to compare delivery times and costs before making their choice. This flexibility is one of the platform's major assets, as it enables each customer to find the best balance between speed and cost.

• DHL: One of the leading international express carriers, DHL is frequently used by DHgate for fast and reliable deliveries. Delivery times with DHL are typically 3 to 7 days, making it the preferred option for urgent orders. DHL tracking numbers typically contain between 10 and 20 digits.
• UPS: United Parcel Service is another world-renowned carrier offered on the platform, particularly appreciated for destinations in North America and Europe. UPS delivery times are generally between 5 and 10 days, with an excellent tracking system. UPS tracking appears as a combination of approximately 18 alphanumeric characters.
• FedEx: Renowned for reliability and speed, FedEx ensures secure transport of DHgate packages internationally with delivery times of 4 to 9 days. Prices may be slightly higher, especially for remote areas, but service quality often justifies this difference. FedEx tracking numbers typically contain 12 to 15 alphanumeric characters.
• EMS: Express Mail Service offers an economical solution for international shipments with reasonable delivery times of 10 to 20 days. EMS is an international mail network managed by the postal services of many countries and often benefits from shorter customs clearance times for personal items. EMS tracking numbers usually start with two letters followed by 9 or 13 digits.
• China Post: China's official postal service is one of the most frequently used channels for DHgate deliveries, particularly for budget-friendly options. While slower than private express services, China Post remains popular for its low cost. Tracking numbers begin with two letters followed by digits, typically 13 in total.
• ePacket: This service has broad coverage and can deliver to more than 40 countries and regions, including Canada, United Kingdom, Australia, France, Germany, Russia, Brazil, and Israel. It is often offered as a free shipping option on many products.
• Hong Kong Post and Singapore Post: These regional postal services are also used for certain shipments, offering competitive rates for Asian destinations and beyond.

In addition to international carriers, DHgate uses many local carriers depending on the package's destination country. For example, USPS handles final delivery in the United States, Royal Mail in the United Kingdom, La Poste in France, or companies like TNT and others depending on the region. Each carrier has its own tracking format, but all allow customers to track their shipment step-by-step from DHgate's unified interface.

The platform also relies on its own logistics infrastructure, particularly its DHLink platform, to ensure efficient connection between the country of origin and destination. This arrangement allows management of a considerable volume of international shipments while maintaining control and visibility over package progress, even when packages transit through multiple different carriers during their journey.

What are DHgate delivery times?

Delivery times on DHgate vary considerably depending on several factors, including the shipping method chosen, destination country, stock location, and any customs procedures. Generally speaking, buyers can expect to receive their order within 2 days to several weeks or more for the most remote destinations or the most economical shipping options. The platform displays these times transparently at checkout to enable buyers to make informed choices.

It is important to understand that total delivery time includes two distinct phases: vendor processing time and actual transit time. Processing time, which includes product preparation, packaging, and handover to the carrier, typically takes about 2 to 5 business days before actual shipment. This timeframe may vary depending on order complexity, stock availability, and time of year, particularly during Chinese New Year holidays when activities may slow.

• Express delivery (DHL, FedEx, UPS): This is the fastest option, with delivery times typically between 3 and 7 business days for most destinations. This option guarantees the shortest timeframes but also represents the highest shipping cost. It is particularly recommended for urgent orders or valuable products requiring detailed tracking.
• Accelerated delivery: This intermediate method allows faster delivery than standard shipping, with average timeframes ranging from a few days to a few weeks depending on destination. For Europe, delivery times are typically between 1 and 3 weeks. This option offers a good balance between speed and cost.
• Standard delivery: This is the most common and economical shipping method, often offered for free. Delivery times are relatively long, ranging from several weeks to several weeks depending on the destination country. For Europe, expect typically 2 to 4 weeks, sometimes longer.
• Delivery from local warehouses: For products stocked in DHgate's European or American warehouses, delivery times are considerably reduced, typically just 2 to 5 days. This option provides an experience similar to local purchasing.

For delivery to Europe, DHgate uses several carriers such as EMS, DHL, and Euro Business Parcel. Minimum delivery time ranges from 1 to 8 days for express options, while maximum delivery time can reach 7 to 24 days for standard options. Shipments from China to Europe typically take 1 to 3 weeks with standard delivery. These timeframes are given as indications and may vary depending on circumstances.

Several factors can affect planned delivery times and cause delays. Adverse weather conditions, customs clearance delays, busy periods such as holidays (particularly Chinese New Year), peak sales periods like Black Friday or Singles' Day, can all extend package transit. Geopolitical tensions or health crises can also impact international logistics chains. It is therefore advisable for customers to regularly track their shipment and allow a safety margin for orders intended for specific occasions.

What are DHgate shipping costs?

Unlike some large e-commerce platforms that apply uniform pricing grids, DHgate allows each seller to set their own shipping fees. This decentralized approach means that delivery costs can vary significantly from one product to another and from one seller to another, even for similar items. Fees are calculated based on several parameters, including product size, weight, final destination, and the shipping method chosen by the buyer.

The platform presents these fees transparently at checkout, allowing buyers to know the exact shipping cost before confirming their cart. It is strongly recommended to carefully review these costs as they can sometimes represent a significant portion of the order's total price, particularly for light or inexpensive items. Some buyers have reported paying shipping fees exceeding the product price itself for the cheapest items.

• Free shipping: Many DHgate products are offered with free shipping, typically via standard postal services like China Post or ePacket. This option is particularly common for light and compact items. Sellers may also offer free shipping above a certain order amount.
• Paid standard shipping: For products without free shipping, standard shipping fees typically range from a few dollars to around twenty dollars depending on weight and destination. These fees generally remain reasonable compared to express options.
• Express shipping: Express services such as DHL, FedEx, or UPS involve higher fees, ranging from $15 to $50 or more depending on package weight and destination. These costs are justified by increased speed and reliability.
• Shipping insurance: It is often possible to purchase shipping insurance for a small additional fee, typically a few dollars, to cover the package in case of loss or damage during transit. This option is recommended for valuable orders.

New DHgate members can benefit from promotional offers including shipping fee reductions or even free shipping on their first order. The platform regularly offers promo codes allowing shipping cost reduction, and it is advisable to search for these offers before finalizing an order. The site's search filters also allow displaying only products with free shipping ("Free Shipping") for buyers wishing to avoid shipping fees.

It is important to note that shipping fees displayed on DHgate generally do not include customs duties and taxes that may apply upon entry to the destination country. Since July 1, 2021, all goods purchased online from countries outside the European Union are subject to VAT payment from the first euro. For orders exceeding 150 euros, customs duties may also apply, typically at a flat rate of 2.5% of the goods' value. These additional fees will be claimed by the carrier upon delivery if the seller is not registered with the IOSS (Import One Stop Shop) system.

What are DHgate shipping options?

DHgate offers a variety of shipping options to meet the diverse needs of its international clientele. These options allow buyers to choose the shipping method best suited to their timeline and budget constraints. The platform clearly displays the different possibilities at cart checkout, with estimated delivery times and associated costs for each option, facilitating buyer decision-making.

The delivery process on DHgate follows several well-defined steps, from order confirmation to final package delivery. Once the purchase is made, the order is sent to the seller who verifies payment, prepares the product, and generates the shipping label. The package is then handed over to the selected carrier, either by pickup from the seller or deposit at a postal center. From that point, tracking becomes active and the buyer can track their order's progress in real time.

• Home delivery: This is the most common option on DHgate. The package is delivered directly to the address provided by the buyer. Depending on the carrier and destination country, a signature may be required upon receipt. If the recipient is absent, the carrier may leave a notice and schedule a new delivery attempt.
• Parcel locker delivery: For certain destinations, particularly in France, it is possible to have your package delivered to a parcel locker or post office. This option is particularly convenient for people who are often away from home during delivery hours. The package remains available for several days, allowing the recipient to pick it up.
• Delivery from local warehouses: DHgate has warehouses in several countries, particularly in the United States, United Kingdom, and France. Products stocked in these warehouses can be shipped locally, guaranteeing very short delivery times of 2 to 5 days and avoiding customs procedures.
• Tracking and notification options: For each shipped order, a tracking number is generated and communicated to the buyer by email and through their customer account. DHgate offers an integrated tracking interface where information from different carriers is consolidated. Third-party services like 17track or Parcelsapp are also recommended for more detailed tracking.

Package tracking is a central element of DHgate's logistics experience. The tracking number is accessible from your account in the "My Orders" section and allows you to check delivery progress in near real-time. At each key stage of transit, the package status is updated: "package shipped," "in transit," "arrived in destination country," "out for delivery," or "delivered." It is important to note that after shipment, the package may not be immediately traceable online, but tracking should be available within 10 days at the latest.

DHgate can also send automatic notifications by email or through its mobile app to inform of important delivery stages. These notifications are typically sent when the seller confirms shipment, when the package undergoes significant status changes (customs clearance for example), or when delivery is completed. Third-party services like TrackingMore or 100parcels also allow receiving proactive email or push notifications on your smartphone to stay informed in real-time of your delivery's progress.

In case of unsuccessful delivery attempt, for example if the recipient is absent or if the address is incorrect, the carrier typically leaves a notice. Depending on the situation, a new delivery attempt may be automatically scheduled, or the package may be deposited at a parcel locker or nearest post office for the recipient to pick up. If the package is not claimed within the allotted time, it may be returned to the sender, which would then require contacting customer service to find a solution.

What should I do if my DHgate order is lost or damaged?

When a DHgate order arrives damaged or never reaches its destination, the platform has a dispute resolution system allowing buyers to assert their rights and obtain a refund or product replacement. It is essential to act quickly and follow the correct procedure to maximize your chances of satisfaction. DHgate has implemented buyer protection that represents one of the platform's main safety guarantees for its customers.

The buyer protection system works like an escrow service: DHgate holds the buyer's payment as a guarantee until they confirm receipt of their order in good condition. This measure provides significant security since the seller only receives payment once the transaction is successfully completed. If a problem occurs, the buyer has a timeframe to open a dispute and request remedy before funds are released to the seller.

• Step 1 - Log into your account: Visit the DHgate website and access your customer account. Navigate to the "My Orders" section to find the order affected by the problem.
• Step 2 - Open a dispute: Click on the return or refund option associated with your order. Select the appropriate reason for your situation: "Package lost," "Package stolen," "Package damaged," or "Product not as described."
• Step 3 - Provide necessary evidence: For a damaged package, attach photos or video of the product as received, clearly showing the damage. For a lost package, you may need to provide the claim code and loss letter obtained from the local carrier.
• Step 4 - Wait for seller response: Once the dispute is submitted, the seller has a timeframe to respond. If the seller accepts the claim, they may offer to reship the product or issue a refund.
• Step 5 - DHgate mediation: If no agreement is reached with the seller, DHgate's mediation team intervenes. They examine evidence provided by both parties and issue a decision within ten days following dispute submission.

Timeframes are important to follow in the claims process. You can open a dispute on the DHgate platform within 15 days of product receipt if it is damaged or not as described. Generally, the return period is set at 30 days after the delivery date according to each seller's policy. It is crucial not to exceed these timeframes as you risk losing your claim rights. For lost packages, it is recommended to wait until the maximum delivery timeframe has passed before initiating a procedure.

If dispute resolution results in your favor, several options are possible. The seller may be required to reship a new product and provide the corresponding tracking number within 7 days, failing which the order will be automatically refunded. Alternatively, a partial or full refund may be granted. The refund will be credited to the same credit card used for the initial payment, typically within 10 to 21 days. If the card is expired or lost, the refund will be made to the bank account associated with that card.

For delivery problems, contacting customer service remains an important option. You can reach the DHgate team at [email protected], indicating your order number. The 24/7 live chat available on the site also allows you to obtain quick assistance, although it is primarily managed by a virtual assistant named TangTang. For complex cases, the platform's internal messaging or contact via social media (particularly Facebook Messenger) are often recommended to obtain a more personalized human response.

How do I contact DHgate?

DHgate provides multiple communication channels to allow its customers to contact customer service when needed. Whether you have a question about an order, a delivery problem, a complaint, or simply need information, buyers have several options to get help. It is important to note that DHgate does not offer a dedicated customer service phone number, but compensates with other effective communication methods.

Response time and support quality can vary depending on the channel used and the complexity of the request. For simple, common questions, the chatbot can provide immediate answers. For more complex problems requiring human intervention, it is recommended to use messaging or email to obtain personalized follow-up of your request.

• Live chat: Accessible directly from the DHgate website via the "Customer Service" tab, live chat is available 24/7. It is managed by a virtual assistant named TangTang who can answer frequently asked questions and direct you to appropriate resources. For complex problems, the chatbot can transfer the conversation to a human agent.
• Internal messaging: The platform has a messaging system allowing direct communication with customer service or sellers. To access it, click the "Send a message" or "DHgate Messages" button on the site. Responses are typically provided within a maximum of 24 hours.
• Email: The general address [email protected] can be used to contact support. Be sure to include your order number in your message to facilitate processing.
• Social media: DHgate is present on Facebook, Twitter, and LinkedIn. Facebook Messenger is particularly recommended for obtaining a quick response from customer service. It is often considered one of the most effective ways to contact DHgate.
• Contact page: The address www.dhgate.com/contact/contactUs.do provides access to all available contact options, including live chat, messaging, the dispute zone, and links to social media.
• Help center: Before contacting customer service, it may be helpful to consult DHgate's help center (FAQ) which answers the most frequently asked questions about orders, deliveries, payments, and returns.

For problems related to orders and deliveries, it is recommended to always have your order number and, if applicable, your tracking number on hand. This information will allow customer service to process your request more quickly and efficiently. When in dispute with a seller, the "Dispute Zone" section of the site allows you to manage the entire claims process in a structured manner.

It is important to note that DHgate's customer service quality receives mixed reviews from users. Some customers report positive experiences with problems resolved quickly, while others express frustration with response times they consider too long or unsatisfactory solutions. Patience and persistence are often necessary, and it can be helpful to use multiple communication channels simultaneously for urgent problems.

Understanding tracking statuses

When tracking a DHgate package online, different statuses may appear to indicate your delivery's progress. These statuses are updated at each key stage of your package's journey, from shipment by the seller to final delivery to your home. Understanding the meaning of these different statuses allows you to precisely track where your order is and anticipate its delivery date. Here are the main statuses and their meanings: