File a Cargo Claim: Missing Content or Lost Shipment

A cargo claim is intended for a situation when a shipment has missing content or is lost. Only the party that owns the claim rights in the United States (usually the shipper) can submit a claim form. Otherwise, written authorization (termed a “release”) from the claim rights owner is required.

DHL Express reserves the right to inspect, re-inspect, or salvage any shipment of any value when evaluating or resolving a claim. Therefore, all packaging and contents must always be retained until the claim is concluded. All inspections should be done at the original delivery location. Failure by the consignee to retain the original shipment and packaging at the original delivery location or the failure to make said items available for inspection or retrieval as needed may invalidate the claim.

Note:

Please ensure that all required documentation supporting the claim has been compiled into one .pdf or .zip file (limited to 3MB or less) and is ready for upload.
All DHL Express waybill numbers consist of ten (10) digits. If a valid DHL Express waybill number is not provided, it may delay processing.
This form is for DHL Express claims only. For all other DHL Divisions, please click here
Claim FAQs

A copy of the waybill, if available.
Documentation supporting the amount claimed- e.g. a vendor/supplier invoice and a retail invoice.
If the item was purchased or sold via the Internet, documentation of that transaction is required.
Serial numbers, identifying marks, or other information unique to the specific item(s) claimed

Providing all the documents will allow for resolution of most claims within 30 calendar days.

If you prefer to submit a claim via email – download and complete the below claim form.
DHL Express Claim Form

Fields marked with an asterisk (*) are required.

Shipment Information
Please complete the following information related to your claim.

DHL Express Account Number *

Waybill *

Shipment Date

Please select a date if the ship date is known, otherwise leave cell blank.

Weight of Shipment

Enter numerical weight with unit of measure “LB” or ”KG” or “I don’t know”.

Weight of Claimed Items *

Enter numerical weight with unit of measure “LB” or ”KG” or “I don’t know”.

Shipper/Company Name

Shipper City

Shipper Country

Receiver Name

Receiver City

Receiver Country

Claimant Information
Please complete the following information regarding who is filing the claim.

The DHL claim policy states that only two parties have the right to submit a claim: the bill-to party (DHL account holder) or, in certain cases, the shipper. If you do not own the claim rights, Click Here

Company Name *

Contact Name *

Address *

City *

State *

Postal Code *

Telephone Number *

(eg:18002255345 for US)

Email Address *

What is your preferred method for DHL to contact you and acknowledge receipt of this claim? *

What is your preferred method for DHL to contact you and acknowledge receipt of this claim?

Phone

Claim Information
Please provide as much detail as possible regarding the missing content or lost shipment. Provide thorough descriptions and amount being claimed for each item.

What is the current status of the shipment?

Missing Content (shipment arrived, but item(s) are missing)

Missing Piece (one or more pieces of a multiple piece shipment did not arrive)

Lost (shipment did not arrive)

Was Shipment Value Protection purchased? *

Was Shipment Value Protection purchased?

Yes

Amount Shipment Value Protection

Enter the total purchased in USD, “I don’t know”, or “No”

Item 1

Detailed Description of Missing Content or Lost Shipment *

Serial Number or Identifying Mark *

Number of Units *

Claim Amount *

Item 2

Detailed Description of Missing Content or Lost Shipment

Serial Number or Identifying Mark

Number of Units

Claim Amount

Item 3

Detailed Description of Missing Content or Lost Shipment

Serial Number or Identifying Mark

Number of Units

Claim Amount

Item 4

Detailed Description of Missing Content or Lost Shipment

Serial Number or Identifying Mark

Number of Units

Claim Amount

Item 5

Detailed Description of Missing Content or Lost Shipment

Serial Number or Identifying Mark

Number of Units

Claim Amount

Other Item Being Claimed

Detailed Description

Claim Amount

Total Claim Amount

Sum of All Claim Amounts *

Documentation

Click the button, find and select your .pdf or .zip file (only one file may be uploaded, limited to 3MBs or less). Click Open and then you will see the selected file name in this form.

Note: Attachments are removed when the form generates an error message and must be uploaded again after error correction and before submitting a claim. Failure to provide supporting documents will delay processing.

Comments

Please indicate agreement *

Please indicate agreement

By checking this box, I confirm that the foregoing statement of facts is true and accurate.

Please indicate agreement *

Please indicate agreement

By checking this box, I confirm I have read DHL Terms and Conditions of Carriage

DHL Terms and Conditions of CarriageDHL Terms and Conditions of Carriage

Confirm to Continue *

Please enter characters exactly as shown with no spaces in between. Case sensitive. Try a new image.

Information on more than 220 other countries and territories covered by DHL worldwide.

Express

File a Cargo Claim: Missing Content or Lost Shipment

What is your preferred method for DHL to contact you and acknowledge receipt of this claim? *

What is the current status of the shipment?

Was Shipment Value Protection purchased? *

Please indicate agreement *

Please indicate agreement *

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