Claims FAQs
Quick answers to common DHL Express Claims questions.
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.
Cargo Claims
A complete claim form is required and can be submitted:
Online: www.dhl-usa.com/claim
Email: dhl.cargoclaims@dhl.com
Online: www.dhl-usa.com/claim
Email: dhl.cargoclaims@dhl.com
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
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).
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.
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
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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

Service Claims
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
Online: www.dhl-usa.com/claim
Email: dhl.cargoclaims@dhl.com
Phone: 1 (800) 225-5345
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
- International shipments to on-forwarded points (remote locations where delivery is provided via contracted services through DHL)
- Transportation charges resulting from returned packages
- Space-available moves
- Packages which are undeliverable for any reason, including improper or incomplete delivery instructions or information (which may include Post Office Box for recipient address, missing or incomplete recipient address, missing or inaccurate recipient telephone number), or unavailability or refusal of the recipient to accept delivery
- Shipments exceeding US $50,000 in value, or which are subject to lengthened transit times due to country-specific value limitations
- Late delivery due to causes beyond DHL's control including, without limitation:
(i) customs delays,
(ii) customs inspections (including non DHL broker delays),
(iii) inaccurate or incomplete shipment information (such as P.O. Box for receiver address, missing or inaccurate receiver telephone number),
(iv) receiver’s request for delay,
(v) shipment diversion and special clearance services,
(vi) unavailability or refusal of the receiver to accept delivery or to pay duties and taxes against delivery if requested,
(vii) delays caused by acts of God (e.g. earthquake, cyclone, storm, flood, fog etc.),
(viii) delays caused by acts of public authorities acting with actual or apparent authority of law,
(ix) acts, requirements or omissions of postal, customs or other government officials,
(x) riots, strikes or other labor disputes,
(xi) civil commotion,
(xii) disruption in air or ground transportation caused by weather or other conditions
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, including, without limitation, fuel surcharge, fines, duties, taxes, levies, VAT, accessorial fees or other charges or amounts, and transportation charges resulting from returned shipments, which shall remain due and payable.
Assignment of Rights FAQs
If you are the DHL Express account holder/payer that owns the claim rights.
Click here to file a claim.
Click here to file a claim.