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DHL eCommerce FAQs for Business Shippers

Whether you are already a customer or you are looking to learn more about shipping with us, here are some quick answers to your top questions.

Shipping With Us

Which is the right shipping product for me?

For our offering in Australia, please see our Shipping Services page for a list of our product or contact our Sales Team for assistance and quote.

Where can I find pricing information?

Our pricing varies based on your business’ shipping needs. We are happy to provide you with more information about shipping with DHL eCommerce upon request. You can get started by having a conversation with a sales representative.

How can I become a DHL eCommerce customer?

Great to hear that you are interested in our products. We are happy to receive your request. You can start by filling our easy request a quote form. Once we know what you’re looking for our team will be in touch.

When can I start shipping parcels with DHL eCommerce?

The new account set up and onboarding can take up to two business days from the time we receive your paperwork. Our simple to use Customer Web Portal allows you to be up and running with DHL eCommerce in no time.

Do you require certain and regular shipment volumes?

There are no minimum volume requirements to use our shipping products. For an individualized offer, please contact us directly using our simple request a quote form.

To which countries can I send shipments?

This depends on the shipping product. With most shipping products you can send shipments to over 220 countries.

Do you offer next day delivery service?

The delivery times for the DHL eCommerce international shipping products typically vary between 3-14 business days. For faster shipping, please visit DHL Express.

How can I track my shipments?

As DHL eCommerce Customer you will have access to our Customer Web Portal which enables you among other features to track your shipments with a tracking number.

Your recipients can track their individual parcels on our Track and Trace page.

Please be aware that different products include different levels of tracking detail.

How will duties and taxes be paid?

The tax and duty settlement depends on the destination country, commodity and value of goods. For our shipping products the recipient pays tax and duty upon delivery if incurred unless specified differently depending on the shipping product.

What is the maximum weight and dimensions per shipment?

For Packet International shipments the maximum weight is up to 2 kg, L+W+H < 90 cm and L ≤ 60 cm.

For DHL eCommerce International shipments the maximum weight is up to 20 kg, L+W+H < 150 cm and L ≤ 105 cm.

Please visit our Shipping Services page, to select the right product for your needs.

How can I add an insurance to my shipment?

Many of our products already include insurance up to a certain value. Visit our Shipping Service page or contact our Sales Team through our easy quote form for more details.

My shipment was damaged in transit. What can I do?

In the event your shipment was damaged in transit or the content is missing, your customer should provide you with a damage report from the local postal service and photographic evidence. These claims need to be submitted to us within seven days. Please contact our service team for more information.

My shipment was not delivered to my customer. What can I do?

In the event your shipment has not been delivered to your customer within 21 calendar days from the dispatch date, kindly contact our service team.

Please keep in mind that delivery times can vary depending on the product/service chosen and origin/destination relation; from 3-5 days for nearby countries and up to 14 days for countries further away.

Delays of up to 10 days are unfortunately possible due to e.g. weather incidents, customs or operational backlogs.

Are there any hidden costs?

No, there are no fuel surcharges or additional handling or security charges. At DHL eCommerce we give you all-inclusive door-to-door rates to keep it simple and affordable.

Who will deliver my shipment?

We partner with 220 postal providers around the world and inject into their local network for delivery. The local postal service in the destination country will deliver the shipment.

Do you deliver to PO boxes?

Yes, our shipping products are available to be delivered to PO boxes. Please note: there are some countries in the Middle East (Oman, Qatar, Saudi Arabia and United Arab Emirates) that accept shipments labelled with a PO Box address only. Shipments for these destinations will be returned to shipper if no PO box is displayed in the address.

Can I use my own packaging?

Yes, you can use your own packaging. We prefer your own branded or plain packaging. Please note: there should be no visible DHL or other International logistic provider logos on the packaging.

Can I purchase packaging from you?

No, we do not offer packaging as we prefer plain or your own branded packaging.

Customer Web Portal

Do you have a tool to manage shipments online?

Through the Customer Web Portal, customers can evaluate performance results, track parcels and analyze information about shipping costs to effectively manage shipping. In addition, recurring reports can be scheduled on a daily or weekly basis. Reports can be customized to include specific report elements important to your organization’s shipping objectives.

More information about our portal can be found on our Data Integrations page.

Where can I log in to the Customer Web Portal?

DHL eCommerce offers two Customer Web Portals. Registered customers can log in to the Americas Customer Web Portal and Asia Pacific Customer Web.

I forgot my portal log-in details, who can I contact?

If you’ve forgotten your login credentials to access the Customer Web Portal, you can reset your password online.

If you need further assistance, please contact our customer team.

Need help with a shipment that is en route?

Let’s get you over to our Tracking and Customer Service areas. Once there, simply enter your tracking number and we’ll help you find the information you need.