Express Customer Service FAQs
DHL has always been committed to customer service, anticipating needs and providing the highest level of service and reliability at all times.
Delivery times are based on the services requested and the final destination.
Each country establishes its own standards as to which goods are considered documents and which are dutiable.
Once you chose the destination country during the shipment waybill creation process “Section 1 Customs” provides link Help me decide next to the “Non-dutiable” option.
The North American Free Trade Agreement (NAFTA) between the United States, Canada, and Mexico allows commodities that qualify to receive preferential treatment, such as free or lower rates of duty when shipped between NAFTA countries. All shipments, whether or not they qualify for NAFTA preferential treatment, must be cleared by the customs authority of the country they are entering.
DHL Express has built easy to use forms into the online shipment preparation process that will assist you in completing and providing the required documentation.
If a shipment is believed to be lost, the first step is to contact DHL Customer Service.
In the event the shipment is not located, a claim may then be filed by completing a claim form and returning it with the requested supporting documentation to DHL.
Note: Adobe Acrobat Reader is required. If you are unable to view or print the online form, please contact DHL Customer Service to receive a copy via fax or postal mail.
If a shipment is missing contents from a delivered parcel or missing pieces of a multi-lot shipment, the first step is to contact DHL Customer Service to initiate a trace.
In the event the missing item(s) are not located, a claim may then be filed by completing a claim form and returning it with the requested supporting documentation to DHL.
DHL Express reserves the right to inspect, re-inspect, or salvage any shipment when evaluating or settling a shortage 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: Adobe Acrobat Reader is required. If you are unable to view or print the online form, please contact DHL Customer Service to receive a copy via fax or postal mail.
DHL Express reserves the right to inspect, re-inspect, or salvage any shipment of any value when evaluating or settling a damage 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 may invalidate the claim.
In the event of a damaged shipment, please note inspections are required on shipments covered by Shipment Value Protection in the amount of $500 or more; therefore should your shipment have Shipment Value Protection at or over this amount please contact DHL Customer Service to arrange for a damage inspection.
Once DHL has been notified, a claim may be filed by completing a claim form and returning it with the requested supporting documentation to DHL.
Note: Adobe Acrobat Reader is required. If you are unable to view or print the online form, please contact DHL Customer Service to receive a copy via fax or postal mail.
