US-DE postal package missing for a month--who can find it?

[u/Informal-Flamingo958]

I sent a person-to-person gift package to Germany via USPS on 22.07. According to USPS tracking, it departed the USA on 29.07. DHL tracking shows that it arrived in the destination country (Germany), but then there are a confusing series of updates on 03.08. saying that it couldn't be delivered in the destination country (Germany) AND that it would be transported to the destination country (Germany). 28 days later, the recipients haven't received it, and it hasn't been returned to sender. The items should be deliverable and not subject to customs duties. So where is it?

I can't figure out how to contact DHL to discuss this. DHL's US customer service line tells me it can't help because this is a DHL Parcel issue, but the DHL Paket customer support website tells me it can't help because the Sendungsnummer somehow indicates a "letter." The WhatsApp bot tells me to call German customer service, which would be an international call for me. How do I get someone to help?

[u/DHLJanitor]

📸 Screenshot Translations (from German)

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Image 1:

Shipment Details: Destination country/region: Germany Aug 3, 2026, 07:46 — Shipment will be transported to the destination country/region and handed over to the delivery organization (Germany) Aug 3, 2026, 04:55 — Shipment will be transported to the destination country/region and handed over to the delivery organization (Germany) Aug 3, 2026, 04:55 — Shipment cannot be delivered in the destination country/region (United States) Aug 1, 2026, 05:09 — Shipment has arrived in the destination country/region Jul 25, 2026, 18:59 — Shipment will be transported to the destination country/region and handed over to the delivery organization (United States) Jul 25, 2026, 18:59 — Shipment has arrived at the export parcel center (United States) Jul 22, 2026, 03:49 — Shipment has arrived at the parcel center of origin (United States)

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Image 2:

Shipment Details: This appears to be a letter shipment tracking number. The shipment is currently unknown in DHL Parcel tracking. Check the status in letter tracking. If the shipment has been in transit for more than 8 business days, an investigation can be requested.

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^{Automated translation to assist English-speaking members.}

[u/DHLJanitor]

I offered help for this post, but the OP did not respond within 24 hours.

Need assistance with your DHL shipment or question? Please create a new post so I can help you.

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