Claims FAQs

A Cargo Claim is intended for situations when a shipment was lost, damaged, or partially delivered.

Claims for loss or damage must be submitted by the party that owns the claim rights (DHL account holder or direct billed party).

A complete claim form is required and can be submitted:
Online: www.dhl-usa.com/claim
Email: dhl.cargoclaims@dhl.com

All claims must be submitted in writing to DHL within thirty (30) days of the date that DHL accepted the Shipment.

Most claims will resolve within ten (10) business days, however the entire claims process can take up to thirty (30) calendar days.

Our Claims Department will process your claim upon receipt of the completed claim form.
We will notify you once your claim is entered into our system, again if additional information or documentation is needed, and last with the outcome.

An official claim resolution letter is sent by email or standard mail.

DHL will be in communication throughout the claim process. When a loss/damage claim is assigned to an adjustor, the claim becomes “active” and an acknowledgement letter is sent. This letter will also advise if additional documentation is needed, and it will provide the adjustor’s contact information

Please be aware that a claim for loss or shortage cannot be processed until a completed trace has been conducted. Only once the trace is complete can it be known whether the shipment is indeed lost, and to what extent.

To initiate a trace investigation, please contact DHL Customer Service Department at 1 (800) 225-5345 and provide a detailed description of the missing item(s).

Keep all damaged items, as well as any inner and outer packaging, for photo documentation and possible inspection, and contact the shipper.

Note: Only the party that owns the claim rights in the United States (usually the shipper) can submit a claim for damage. Otherwise, written authorization (termed an “Assignment of Rights”) from the claim rights owner is required.

DHL’s liability is strictly limited to direct loss and damage to a shipment only – all other types of loss or damage are excluded.

In the event Shipment Value Protection is not elected, DHL liability is limited by the Montreal Convention. For more information regarding the Montreal Convention, click here.

Cargo claims are settled by check and are dispatched by standard mail to the claimant’s address, as provided on the claim form

Settlements can only be dispatched to the party approved for the claim. DHL is not able to forward settlement offers to third-party companies.

In the event of late delivery, the customer may request a refund or reimbursement of base shipping charges in accordance with the DHL International Service Guarantee and Money-Back Guarantee

Only the direct-billed party or DHL account holder can request a Service claim for late delivery.

Customers must notify DHL of a late delivery and send a specific request for a refund. This request must provide the account number (if any), the waybill number, the date of the shipment and complete receiver information, and it must be sent by one of the following methods:
Online: www.dhl-usa.com/claim
Email: dhl.cargoclaims@dhl.com
Phone: 1 (800) 225-5345

Service claims for Express Worldwide (WPX) shipments must be submitted within thirty (30) calendar days of the pickup date.
Service claims for Time Definite (TDX) shipments must be submitted within fourteen (14) calendar days of the pickup date.

Most claims will resolve within ten (10) business days, however the entire claims process can take up to thirty (30) calendar days.

An official claim resolution letter is sent by email or standard mail. DHL will be in communication throughout the claim process.

Service Claims can be filed only for shipments that have been delivered later than the committed date/time. If you have been charged for returned or cancelled shipments, disputes should be submitted by email to the DHL Billing Department at: Billing.help@dhl.com

For shipments billed through a DHL account, a direct credit is issued. Shipments billed by other methods are settled by check. In the event a shipment invoice has been closed due to payment, Service Claims are settled by alternative methods.

The International guarantee applies only to transportation and remote-area charges paid by U.S.-based payers and excludes all other items, such as duties, taxes, fuel surcharge, accessorial fees or other charges or amounts.
The Money-Back guarantee applies only to the transportation and PREMIUM rate charges paid by U.S.-based payers. This guarantee excludes all other charges.

If you are the DHL Express account holder/payer that owns the claim rights.
Click here to file a claim.

The party that was billed for the shipment.

Please be advised that under the DHL claim policy, the right to submit a cargo claim belongs to one of two parties: the bill-to party (DHL account holder) or, in certain cases, the shipper. Normally it is up to the bill-to party to file any claim with DHL.

The DHL Express account holder/payer owns the claim rights, claims that are submitted by another party must be denied unless Assignment of Rights letter from the DHL Express account holder/payer is provided.

Assignment of rights is an official document that is provided and signed by the DHL Express account holder/payer that allows the claim rights to be transferred to another party.

Once it is completed and signed, the Assignment of Rights form can be sent by email. Please ensure the form includes contact information for the original eligible claimant transferring rights.

Email: DHL.CargoClaims@DHL.com

The bill-to party.