After weeks of waiting, DHL has finally started sending SMS notifications to Zimbabweans who ordered their Starlink kits, informing them that their deliveries are on the way signalling the imminent delivery of these eagerly anticipated satellite internet devices.The excitement and anxiety surrounding these orders have been immense, especially since many Zimbabweans were ordering online for the first time. . This news comes as a relief to many Zimbabweans who experienced anxiety after seeing a “shipment on hold” status in their tracking information.

As reported in our previous article, “Starlink Kits Arrive in Zimbabwe: Understanding the ‘Shipment on Hold’ Status and Delivery Process”, the “on hold” message was part of the standard customs clearance procedure and not a cause for concern. Now, we can confirm that most packages previously listed as “on hold” have transitioned to “in transit” status, with DHL actively preparing customers for the delivery process.

The Ordering Process and Initial Anxiety

The process began when Zimbabweans started placing their orders for Starlink kits on the 7th of September 2024. The sudden availability took many by surprise, as there had been no formal announcement from Zimbabwe’s telecom regulatory authority, the Postal and Telecommunications Regulatory Authority of Zimbabwe (POTRAZ). This led to confusion, as people scrambled to be among the first to place their orders. For some, this was the first time they had ever bought something online, adding to the general sense of uncertainty.

The biggest concern initially was that POTRAZ had not officially announced that Starlink was licensed to operate in Zimbabwe. Starlink customers worried that their orders might face delays or even cancellations if regulatory issues arose. The ambiguity surrounding Starlink’s status was only amplified when the government had previously expressed reservations about the service, with some officials labelling it a potential security threat.

However, these fears have since been alleviated. POTRAZ has confirmed Starlink’s legal operation in Zimbabwe, and the government has fully endorsed the initiative. In fact, some officials now claim it was their idea to bring Starlink into the country in the first place. As we explained in a previous article, arresting or fining individuals for using Starlink was not a sustainable option for the government, especially as neighbouring countries were already adopting the service .

Shipment on Hold: What Does it Mean?

One of the main concerns for those who placed their orders was a confusing status update on DHL’s tracking system that showed their shipment as “on hold.” Many customers took this as a sign that their kits were being seized or delayed due to some unknown issue with Starlink or the Zimbabwean authorities. This caused widespread anxiety, as it wasn’t clear what “on hold” meant in this context.

In fact, as we explained in a previous article , this status is a normal part of the shipping process with DHL. When a shipment is marked as “on hold,” it can mean several things, such as:

• The package is awaiting further processing at a DHL facility.
• There are customs or regulatory procedures that need to be completed.
• The package is in transit between international DHL hubs, and delays can occur at logistical chokepoints.

It is important to remember that these are standard processes, and in no way does the “on hold” status indicate a problem with your order. DHL’s tracking system is one of the most detailed in the world, so it’s not unusual to see multiple status updates during your package’s journey.

Delivery Updates: What’s Happening Now?

This week, DHL began sending out SMS notifications to customers, informing them that their Starlink kits are now on the way and will soon be delivered. One customer shared the SMS they received, which indicated that delivery would happen around the 24th of September, and a signature would be required. The SMS also included a link for tracking the delivery and managing the process.

This marks a significant step in the fulfilment process, as most packages that were previously “on hold” are now in transit. DHL, which has years of experience handling Starlink shipments in other countries, is fully equipped to manage this process in Zimbabwe, though there may still be unforeseen hiccups due to the uniqueness of the Zimbabwean market.

For example, while Starlink has been available for months in neighbouring countries like Zambia, Mozambique, and Malawi, this is the first time the company is directly selling to Zimbabweans. Starlink’s partnership with DHL as the logistics provider means that customers can expect a relatively smooth process, but it’s important to stay informed in case any issues arise.

What Should I Do if I Ordered a Kit?

At this stage, there’s no need to panic. If you’ve placed your order, your Starlink kit is likely being prepared for delivery or is already en route. Here’s a step-by-step guide to what you should do:

1. Wait for Dispatch Confirmation: Once your order has been processed and packed, Starlink will send you a confirmation along with a tracking number.
2. Use the Tracking Number: Enter your tracking number on the DHL website to monitor the status of your package. DHL frequently updates the tracking system, so you should receive regular updates about your package’s location.
3. Be Patient: Shipping international orders can take time, and it’s not unusual for packages to pass through several countries before arriving in Zimbabwe. DHL optimises shipping routes based on its own logistics, so don’t be surprised if your kit travels through places like the UK, Dubai, or even China before landing in Johannesburg and then Harare.
4. Prepare for Delivery: When the delivery date approaches, make sure someone is available to receive and sign for the package. You’ll need to provide a signature, as this is a standard requirement for Starlink deliveries.

Frequently Asked Questions (FAQs)

1. What does the “on hold” status mean? The “on hold” status usually means that your package is awaiting further processing, either due to customs or logistical reasons. It does not indicate a problem with your order.

2. Will I need to pay any customs duties? No, Starlink Zimbabwe Private Limited is the official receiver of the packages, and duties have already been taken care of. You will not need to pay any additional charges.

3. How long will the delivery take? The delivery time varies depending on your location and the route DHL selects for your package. However, the earliest delivery date we’ve seen is the 23rd of September.

4. What should I do if my package is delayed? If your package is delayed, it’s best to monitor the tracking updates on DHL’s website. DHL will inform you if there are any issues with the delivery, and in most cases, delays are temporary.

Conclusion

The rollout of Starlink in Zimbabwe is a historic moment for the country’s internet infrastructure, and while there may be some bumps along the road, the process is well underway. DHL has been entrusted with the critical task of delivering these kits, and despite initial concerns, most orders are now in transit. As deliveries continue to be made, we’ll keep you updated with any developments and tips for navigating the process.

For more information on Starlink in Zimbabwe, check out our previous articles:

• Starlink Kit Shipments to Zimbabwe Managed by Starlink Zimbabwe Private Limited
• Starlink Kits Arrive in Zimbabwe: Understanding the Shipment on Hold Status and Delivery Process

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