Customer Service Questions and Answers

DHL has always been committed to customer service, anticipating needs and providing the highest level of service and reliability at all times.

When will my shipment arrive?
The DHL Tracking page can provide up-to-date information on your shipment location.

What payment methods can I use with DHL?
A DHL account is highly recommended if you ship frequently. This offers you negotiated price savings and the opportunity to pay by monthly invoice. Less frequent shippers can pay by cash or credit card.

If a DHL Time Definite Delivery was not delivered by the specified time, can I request a credit from DHL?
In the unlikely event that a Time Definite Delivery misses its scheduled delivery through our fault, you should contact your local customer service department.

How can I claim a loss or damage at DHL Express?
If your shipment failed to arrive, it is important that you contact customer service with an accurate description of the goods and their packaging as soon as possible. Our "found shipment centers" hold on to items that were not properly addressed or that became detached from their packaging. It is possible that they will be able to reunite you with your shipment.  If this fails, please contact customer service to file a report.
Please note that damage to goods in transit is frequently the result of inadequate packaging.

What is the maximum size of package I can send?
Due to the size of the door openings on our vans and planes, we ask that a shipment does not exceed 120 cm in dimension. We will be pleased to advise and arrange carriage of any larger items for you. In addition, for the safety of our couriers, we require notification of shipments over 50 kg in weight.

I intend to buy some products from an overseas vendor that uses DHL to ship. Will I have to pay import duty on the items I purchase?
You will have to discuss this with the vendor. It depends on the type of commodity you are purchasing, the value of the goods, how the vendor labels them for customs purposes and what country you are importing them into. If customs imposes a charge DHL will pay this in the first instance, however you are advised to pay this, whether or not you accept delivery of the goods.

Our company would like to begin exporting products to several countries.  Can DHL advise us?
Absolutely! DHL has unrivalled experience of international shipping. Please contact DHL Sales to discuss your needs.