Help with Products in Shipment Tracking

Age verification

By commissioning the age verification service, the sender wants to ensure that the shipment does not fall into the hands of children and young people under the age of 16 or 18. This service is frequently used, for example, for the shipment of computer and console games with age restrictions, alcoholic beverages or prescription drugs. If it is not clearly obvious to our deliverer that the recipient or the accepting person has exceeded the minimum age, he or she will carry out an ID-based age verification.

Information for the recipient:

• Please have your identity card or passport ready when the parcel arrives.
• If we cannot ensure that you or a person present in the recipient's household has exceeded the minimum age, we will leave the parcel for collection at the nearest postal outlet.

Postal outlet Routing

If the sender has ordered the Postal outlet Routing service, the shipment is deposited for collection at the nearest postal outlet, even if the recipient's address is considered undeliverable. Normally, an undeliverable shipment would be sent directly back to the sender.

Undeliverable means e.g:

• the deliverer has not found the address (e.g. because it is in the backyard),
• the house number is wrong or missing or
• the doorbell is not labeled.

Information for the recipient:

• Your shipment will be stored in the store for 7 days and then returned to the sender.
• You will need your official photo identification to pick up your shipment.
• If you are not able to pick up your shipment personally within the storage period, you have the possibility to give someone else power of attorney. This person needs the power of attorney with your signature as well as your official photo identity card to pick up your shipment.

Identity Check

If the sender orders an identity check, we carry out a documented and identity card-based identification of the recipient. We are therefore only allowed to hand over the parcel to the recipient personally and need to verify the recipients identity and, if necessary, his age before the delivery.

Information for the recipient:

• Please have your identity card or passport and, if necessary, a power of attorney ready when the parcel arrives.
• If we do not meet you in person or if we cannot determine your identity, e.g. because there is no identity card or the identity card is invalid, we will leave the parcel for collection at the nearest postal outlet.

No neighborhood delivery: exclusion of delivery to the neighbour

The "No Neighbourhood Delivery" service involves discreet shipping and is commissioned by the sender to protect the recipient's privacy. In this way we ensure that the parcel is not delivered to a neighbour's house if the recipient is not met personally. This service is mainly used for sensitive contents (e.g. hygiene and erotic items).

Information for the recipient:

• If the deliverer cannot meet you in person, no delivery attempt will be made to a neighbour.
• Instead, we will deposit your shipment at the nearest postal outlet or Packstation.

Cash on delivery (COD)

In the case of a cash-on-delivery shipment, we take care of the transport of the DHL parcel as well as the payment process for the sender. So the recipient pays his shipment directly to the deliverer. The parcel is only handed over after the payment has been made. The amount to be paid consists of the amount set by the sender and a fee for the cash-on-delivery service. The cash-on-delivery amount collected is then transferred to the sender's account. The payment can only be made in cash.

Notes for the recipient:

• Please have the exact amount of money at hand
• If you are unable to pay for the parcel in cash when it is delivered to your door, we will deposit the parcel for collection at the nearest postal outlet.

Personal delivery

With the Personal Delivery service, the sender wants to ensure that the shipment is only delivered to the recipient in person or to a person authorized by him. If our deliverer does not know the recipient personally (and can guarantee that it is the correct recipient), he or she will carry out a identity card-based identification of the recipient.

By matching the order data with the recipient's ID data, we ensure for the sender that the parcel is not handed over to an unauthorized person.

Information for the recipient:

• Please have your identity card or passport and, if necessary, a power of attorney ready when the parcel arrives.
•  If we do not meet you or an authorized representative in person or we cannot determine your identity, e.g. because there is no ID or the ID is invalid, we will leave the parcel for collection at the nearest postal outlet.

Bulky goods

Shipments which, due to their dimensions, their packaging shape, their packaging material or special packaging features, require special manual processing separate from the usual mechanical distribution technology are called bulky goods.

Among others, the following shipments are considered bulky goods:

Dimensions

• Shipments that exceed the dimensions 120 x 60 x 60 cm (maximum dimensions: length: 200 cm; strap size: 360 cm)
• Items that are smaller than 15 x 11 x 1 cm

Packaging form

• Round shipments (maximum dimensions: length: 200cm; diameter: 60cm)
• Shipments with triangular cross-section
• shipments where parts of the packaging stick out
• Items that have an uneven surface and are unstable
• Several tied up packages that exceed the standard size
• Certain sacks, bags or buckets

Wrapping material

• Certain plastics/foils
• Metal
• Wood/wood-based materials
• fabric
• Shipments with rubber bands or strapping

Special packaging features

• Shipments with inscription labels
• shipments with loose/loose lacing or strapping
• All not completely packed or unpacked objects that can be transported without packaging, e.g. transport insensitive materials such as tires, mattresses, etc.

Information for the recipient:

• Bulky goods shipments cannot usually be delivered at the Packstation or in a parcel box.
• If you are not at home at the time of delivery, it is best to arrange for a place to store the shipment. This way your shipment can be delivered even in your absence.

The DHL Kleinpaket is an affordable and reliable shipping option for business customers for small items up to 8 cm in height and up to 1,000 g. Drop-off and delivery are possible from Monday to Saturday.
Documented delivery usually takes place by the second working day at the recipient’s address; for notified shipments, delivery occurs at the branch or via placement in a Packstation.
Additionally, delivery options such as a designated drop-off location, delivery to a neighbor, or direct addressing to Packstations are available.
In addition to basic transparency through shipment tracking, included liability of up to €20 in goods value provides extra security.

Note for the recipient:

• For DHL Kleinpaket, three scan points are displayed (Shipping Notification / Sorting / Delivery), which may result in the status in the tracking system remaining unchanged for up to one working day.
• Even if the shipment status does not update immediately, your parcel is on its way to you.

Delivery day

With the "delivery day" service, the sender has specified in advance on which day the shipment will be delivered to the recipient. For example, the sender wants to ensure that the shipment will be delivered

• on time for a birthday or anniversary, or
• on an official publication date or
• on a Saturday, as the recipient is more likely to be at home on the weekend compared to a weekday.

Notes for the recipient:

• Please do not confuse this service with the "preferred day" service you can choose as recipient.
• This is a service that the sender has booked for you.
• You as the recipient cannot change the delivery day.
• If you are not at home on the chosen day, we will leave the parcel for collection at the nearest postal outlet.
• If you prefer to receive the parcel at home while you are away, please choose a filing location on your property where the shipment can be deposited, if possible.