Effects on shipping and delivery by Deutsche Post DHL
Effects on shipping and delivery by Deutsche Post DHL
Last updated: March 30, 2020, 1:30 p.m.
Due to the increasing spread of the coronavirus, we would like to update you on the impact of the virus on Deutsche Post DHL delivery services.
To date, there are no major restrictions to our services in Germany.
International items, however, may be subject to delays or restrictions due to the current situation. Additional details can be found here.
We at Deutsche Post DHL Group want to help slow the spread of the virus and ensure sustained, full-coverage transport and delivery of mail and parcels. To this end, we are implementing measures in accordance with the recommendations of the responsible authorities (particularly the Robert Koch Institute) to minimize the risk of infection for you and our employees.
This also means adapting our internal processes to different situations depending on the level of risk.
This applies primarily to accepting and handing over mail and parcel items. We are currently waiving the requirement for a recipient signature upon receipt of parcels and registered mail with personal delivery. Instead, our deliverers are documenting successful delivery with their own signature. If the recipient objects to this new procedure, items will be brought to the retail outlet for collection or returned to sender.
This reduces the amount of contact between recipients and our deliverers, and avoids possible transmission of viruses via hand-held scanners and pens.
Further information on the potential impact of the coronavirus on DHL Express services, can be found on the Express informational site.
The Robert Koch Institute provides up-to-date information on the latest developments regarding the coronavirus in Germany.
What do I need to know as a mail and parcel recipient?
As the largest mail and parcel provider and one of the largest employers in Germany, we at Deutsche Post DHL Group want to help slow the further spread of the coronavirus in Germany. We also want to protect both our delivery personnel and our customers from infection as much as possible.
We have therefore decided to change our delivery processes until further notice:
- For items requiring a signature, such as registered items or parcels, we have waived the requirement for customers to sign upon receipt. Instead, our deliverers will document successful delivery with their own signature.
- As before, the deliverer will ring the doorbell and only then confirm delivery of the item.
- This minimizes both the personal contact as well as the need for customers to handle the scanner and pen.
If customers have already specified a preferred location, their item(s) will continue to be delivered to that location.
To arrange contactless receipt of your parcels we ask that you contact DHL to specify a preferred location: www.dhl.de/wunschort
When receiving a mail item or parcel, is it possible to contract the virus via the pen or hand-scanner if an infected person has handled these?
According to the expert statements familiar to us, the risk of Covid-19 spreading via contact with objects such as parcels is unknown. Only in a few cases so far has infection with the coronavirus via contact with objects been suspected. This also applies to items originating in regions where cases of infection had been reported.
For customers nevertheless concerned about the risk of infection when receiving parcels, we recommend contacting DHL to specify a preferred location where our deliverer can drop-off your parcels (www.dhl.de/wunschort).
What happens to items that have been sent to me requiring additional payment or payment of customs duties, cash-on-delivery or an ID check?
While the current situation stands, no delivery attempt will be made for items requiring additional payment, items with the additional service COD or items with the service ID check (DHL Paket). This measure is designed to provide additional protection to recipients and delivery staff. From now on, these shipments will be taken directly to a retail outlet, from where the recipient (or a proxy authorized by the recipient) must collect the item. Retail outlets afford employees and customers better protection, and offer the option of cashless payment. This provision also applies to payment orders and items from abroad with outstanding customs duties.
What do I need to know as a mail and parcel sender?
To date, there are no major restrictions to the shipping of mail and parcels items in Germany. In order to avoid personal contact, private customers can order mail and parcel stamps online (shop.deutschepost.de). Using DHL's online franking service, customers can also purchase and print their own parcel stamps from home (Online franking). Pre-franked parcels can also be sent using our Packstations, with no registration required. To find your closest Packstation visit Postfinder.
To date, there are no restrictions to our regular parcel pick-up services for business customers in Germany. However, compliance with the communicated safety measures is required, e.g. maintaining sufficient distance (2m) to others or arranging for parcel handover entirely without personal contact.
To date, we are also continuing regular pick-up service including in higher-risk areas of adjacent neighboring countries as long as access to these areas is allowed.
If business customers are impacted by the current wave of closures and we determine that delivery to the relevant addresses is not possible over an extended period of time, because no drop-off is possible or no drop-off location has been specified, the items will be considered undeliverable and returned to the sender. Please understand that we cannot store items indefinitely in our retail outlets, Paketshops or other facilities.
Are there any restrictions to mail and parcel services within Germany?
To date, there are no major restrictions to our services in Germany.
Are there any restrictions to international mail and parcel services?
International items may be subject to delays or restrictions due to the COVID-19 pandemic. These may be caused by changes in transport procedures (e.g. border controls), changes in international transport (e.g. cancellation of previously used flight connections) and/or changes in delivery procedures in the destination country (e.g. quarantine or other protective measures).
In addition, many of our delivery partners have adapted their delivery processes in light of the current challenges. As such, the requirement for a recipient signature upon receipt of parcels and registered mail with personal delivery is currently being waived in many areas (contactless delivery). Instead, successful delivery is being documented via alternative processes (e.g. deliverer signature etc.). If the recipient objects to this new procedure, items are brought to a Paketshop for collection or returned to sender.
If you plan to send items to international destinations, please consult this site for information on possible restrictions. We are updating the site regularly.
Current information on delivery to business addresses outside Germany:
Official administrative measures (e.g. the closure of businesses by official order) may lead to problems with the delivery of items to business addresses outside Germany (e.g. companies, retailers, public authorities, shopping centers etc.). The situation may arise whereby it is neither possible to deliver such items, nor to inform the addressees as to possible collection in a Paketshop. This may cause delays and unwanted returns. In light of this, we advise that you liaise with the recipient concerning the local situation to ensure that delivery is possible.
Current information on routing restrictions:
Until further notice, merchandise shipments to Australia (DHL Paket International, Päckchen International and Warenpost International) can no longer be accepted due to problems with transport, customs clearance and/or delivery. This acceptance freeze does not affect letter mail items (i.e. documents sent as individual letter mail, kilo-rate mail, etc.).
At this time, delivery of DHL Europaket items is not possible to the following areas in Austria:
Innsbruck region: 6450 Sölden, 6452 Hochsölden, 6456 Obergurgl, Hochgurgl, 6458 Vent, 6553 See, Paznaun, 6555 Kappl, 6561 Ischgl, 6562 Mathon, 6563 Galtür, 6580 St. Anton am Arlberg, St. Christoph
Kufstein region: 9844 Heiligenblut
Salzburg region: 5542 Flachau, 5611 Grossarl, 5612 Hüttschlag, 5630 Bad Hofgastein, 5632 Dorfgastein, 5640 & 5645 Bad Gastein
Vorarlberg region: 6762 Stuben, 6763 Zürs, 6764 Lech, 6767 Warth, 6888 Schröcken
Please use DHL Paket International as appropriate, and refer to the current information on delivery to business addresses outside Germany.
Until further notice, merchandise shipments to Canada (DHL Paket International, Päckchen International and Warenpost International) can no longer be accepted due to problems with transport, customs clearance and/or delivery. This acceptance freeze does not affect letter mail items (i.e. documents sent as individual letter mail, kilo-rate mail, etc.).
China, Hong Kong and Macao:
Until further notice, parcel shipments to China, Hong Kong and Macao (DHL Paket International, Päckchen International and Warenpost International) can no longer be accepted due to problems with transport, customs clearance and/or delivery. This acceptance freeze does not affect letter mail items (i.e. documents sent as individual letter mail, kilo-rate mail, etc.).
Delivery is currently not possible to the following areas in the Czech Republic:
In light of the current situation caused by the COVID-19 pandemic in France, La Poste has introduced massive restrictions within its parcel network. La Poste is reducing its delivery service to 3 days a week until further notice - a measure that will give rise to significantly reduced network capacities. As a result, we are being forced to implement the following restrictions to shipments being sent to France:
- Acceptance and routing freeze on DHL Paket International for shipments that are longer than 60 cm on one or more sides (max. dimensions: 60 x 60 x 60 cm)
- Acceptance and routing freeze on bulky goods shipments
- Ideally, parcel shipment dimensions should not exceed the following maximum dimensions: 32 x 24 x 24 cm and maximum weight: 15 kg. These are the maximum dimensions that can be posted into mailboxes that are common in France and thus ensure contactless delivery.
As of Saturday, March 28, 2020, bulky goods and shipments >60 x 60 x 60 cm will be returned to you as we currently have insufficient storage and rerouting capacities at our disposal.
This acceptance freeze does not affect international letter mail, Warenpost and Päckchen shipments (i.e. documents sent as individual letter mail, kilo-rate mail, etc.).
At this time, delivery of DHL Europaket items is not possible to the following areas in Italy:
Medicina (40059), Ariano Irpino (83031), Polla (84035), Sala Consilina (84036), Atena Lucana (84030), Caggiano (84030), San Lucido (87038), Montebello Ionico (89064), Caulonia (89041)
Until further notice, merchandise shipments to Japan (DHL Paket International, Päckchen International and Warenpost International) can no longer be accepted due to problems with transport, customs clearance and/or delivery. This acceptance freeze does not affect letter mail items (i.e. documents sent as individual letter mail, kilo-rate mail, etc.).
Delivery of DHL Europaket items is now possible again in Luxembourg.
Please refer to the current information on delivery to business addresses outside Germany.
Until further notice, merchandise shipments to New Zealand (DHL Paket International, Päckchen International and Warenpost International) can no longer be accepted due to problems with transport, customs clearance and/or delivery. This acceptance freeze does not affect letter mail items (i.e. documents sent as individual letter mail, kilo-rate mail, etc.).
At this time, delivery of DHL Europaket items is not possible to the following areas in Portugal: 3880-XXX to 3885-XXX
Until further notice, merchandise shipments to Singapore (DHL Paket International, Päckchen International and Warenpost International) can no longer be accepted due to problems with transport, customs clearance and/or delivery. This acceptance freeze does not affect letter mail items (i.e. documents sent as individual letter mail, kilo-rate mail, etc.).
Swiss Post has informed us that the maximum dimensions for the shipment of bulky goods have been reduced with immediate effect.
- Max. dimensions: 150 cm x 80 cm x 60 cm
- Max. weight: 30 kg
Shipments in excess of the maximum dimensions and maximum weight requirements shall be returned to sender by Swiss Post.
At this time, transport capacities to the USA are substantially reduced. As such, special measures are required to maintain the shipping of letters and parcels.
- It is still possible to send letter mail items (documents) to the USA.
- Warenpost and Päckchen products are no longer available for shipment to the USA until further notice.
- For private customers: Effective April 1, 2020, the only option available for sending parcels to the USA will be via the Premium service.
- For business customers: DHL Paket International items can still be sent until further notice. Please note that an international crisis surcharge of EUR 16 will be applied to each parcel.
For the following destinations, shipping and pick-up of items is currently not possible due to routing/delivery restrictions in the respective target destinations:
- Antigua and Barbuda
- Equatorial Guinea
- Brunei Darussalam
- Burkina Faso
- Cape Verde
- Cayman Islands
- Central African Republic
- Congo, Democratic Republic of the
- Eswatini (Swaziland)
- French Polynesia
- Ivory Coast
- Korea, Republic of
- New Caledonia
- Papua New Guinea
- Sierra Leone
- South Africa
- Sri Lanka
- St. Helena/Ascension/Tristan da Cunha
- St. Kitts and Nevis
- St. Lucia
- Trinidad and Tobago
- Wallis and Futuna
- Western Sahara
Please note that any items addressed to these destinations will be returned to the sender.
Business Customers Europe:
All restrictions applicable to exports from Germany also generally apply to products available to our European shipping customers outside Germany.
Packet products are largely subject to the same restrictions as those applicable to Warenpost International. It is still possible to send Deutsche Post Packet products to the USA, until further notice. In case of doubt, please direct any queries to your sales contact.
Will the postal and parcel retail outlets in Germany remain open?
The Federal Government’s crisis committee has excluded postal service points, such as retail outlets and DHL Paketshops, from the business closures. In light of the current situation, however, individual retail outlets or DHL Paketshops might be required to close or restrict their opening hours due to illness or lack of childcare, as daycare and kindergarten facilities have been closed. This said, the majority of our retail outlets and DHL Paketshops will remain open and continue to provide postal services nationwide.
We are keeping a close eye on the dynamic situation and are continually adjusting our company’s business operations in the effort to mitigate potential impacts on you. Please note that are also taking the necessary protective measures in retail outlets located in areas showing higher rates of infection.
Will retail outlets keep the usual opening hours?
Due to the current situation, some retail outlet and DHL Paketshop operators might have make last-minute changes to their opening hours. We ask for your understanding.
As the situation is constantly changing, please note that the information displayed might reflect the most recent developments. The most recent information is also available and posted at all our service points and DHL Paketshops.
What happens if a parcel is being held for me for pick-up at a retail outlet that has been closed?
In the case of an unexpected closure of a retail outlet or DHL Paketshop, as per standard process our company will pick up all items from the location and make a second delivery attempt. If a service point is closed, all items requiring pick-up will be re-routed to a nearby retail outlet or DHL Paketshop or to a DHL Packstation; customers will be notified accordingly.
Will postal services also be offered on Sundays if other stores are allowed be open?
The provision of postal services through retail outlets and DHL Paketshops is governed by the German “store closing law” (Ladenschlussgesetz). Should the law be relaxed, allowing shops to open on Sunday, business owners may choose to offer postal services as well, as many operators of small convenience stands with integrated DHL Paketshops already do.
How is Deutsche Post DHL Group protecting its employees?
The safety of our employees and customers is our top priority. We are working closely with local health authorities to implement the precautionary measures recommended by the authorities and international organizations such as the WHO, CDC, ECDC and Robert Koch Institute. As a company, we are focused on our contingency plans, which are designed to ensure the safety of our employees and customers, as well as continued business operations. We have also waived the requirement for a recipient signature for parcel deliveries to minimize personal contact as much as possible.
Additional information is available on Deutsche Post DHL Group's informational site
Will postal mail service continue even if additional restrictive measures are introduced?
To date there are no major restrictions to our postal mail service in Germany as a result of the measures to contain COVID-19.
In addition, we are required by law to maintain our operations for transport and delivery of letter mail (up to 1,000 g), certificates of mailing, registered and cash-on-delivery items, as well as parcels up to 10 kg, even in the event of crisis or catastrophe. This involves close cooperation with local officials and health authorities. If the authorities issue restrictions for entire areas and this limits our service in any way, we will of course update you accordingly.
As a globally operating company, epidemic and pandemic risk scenarios are an integral part of the Group's continuous risk planning. Accordingly, Deutsche Post DHL Group business operations are continually adapted to mitigate potential impacts. The Group's task force closely monitors the situation, coordinates with international organizations (such as the WHO or the Robert Koch Institute) and provides the necessary information to all employees and relevant operations. The safety of our employees and our customers is paramount and we have contingency measures in place to mitigate any potential impact.