Sometimes you can see it with 517, sometimes not, it's completely random.
When you can see it, you see all the steps in China until it arrives in your country.
Otherwise, you get the update when it arrives in your country.
Now, I clearly think your representative can check with the freight forwarder and tell you where your package is.
Freight forwarded is not ups or dhl or other, it is the company responsible for shipping to your country.
Depending on the country, it's sea freight (less expensive), air freight, or road freight. I assume it's air freight, of course.
It might be a request they should make, but by doing it, I think they'll know more.
I know that with SSA they had asked for an order, and the package was waiting for a flight in China.
Order China to eu with dhl.
But dhl take your packet only in country transit.
Before its China logistic with freight forwarder.
Yes, sometimes it takes several days to depart, sometimes it's immediate, sometimes even later packages have a flight before yours. It works by container.
Make the request, and if it hasn't arrived yet, yes, you have to wait.