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BUSINESS CUSTOMER FAQS

Shipping Related Questions

  • Please see our product overview or talk to one of our Sales contacts.

  • Our pricing varies based on your individual shipping profile. Please use our contact form to get in touch with us directly. We are happy to provide you with more information upon your request. 

  • Great to hear that you are interested in our products. We are happy to receive your request To become an eCommerce customer clickhere.

  • 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 Solutions in no time! 

  • There is no minimum volume requirements to use our shipping products. We are able to customize pricing around your volume, please feel free to contact us directly. 

  • This depends on the shipping product. With most shipping products you can send shipments to over 220 countries. Please talk to one of our Sales contacts for more information.

  • The delivery times for the DHL eCommerce Solutions international shipping products typically vary between 3-14 business days. For faster shipping please refer to For faster shipping please refer toDHL Express. 

  • As a DHL eCommerce Solutions business customer you will have access to our Customer Web Portal which enables you among other features to track your shipments with a tracking number or Shipment Order ID. Your recipients can track their individual shipments Your recipients can track their individual parcelshere.

    Please be aware that different products include different levels of tracking detail. In case you want to track your air and ocean freight shipments, please enter your air waybill or reference number here.

  • 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.

  • For Packet International shipments the maximum weight is up to 2 kg, L+W+H < 90 cm and L ≤ 60 cm. For DHL eCommerce Solutions International shipments the maximum weight is up to 20 kg, L+W+H < 150 cm and L ≤ 105 cm. Please see our Please click to see ourproduct overview, to select the right product for your needs. 

  • Many of our products already include insurance up to a certain value. For more information please see our For more information please see ourproduct overview.

  • 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. Theses claims need to be submitted to us within seven days. Please contact our Customer Service for more information.

  • In the event your shipment has not been delivered to your customer within 21 calendar days from the dispatch date, kindly contact our Customer Service for more information. 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.

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

  • 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.

  • Yes, our shipping products are available to be delivered to PO boxes. Please note: there are some countries in the Middle East (Oman, Qatar, Saudia 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.

  • 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.

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

Portal Related Questions

  • Through the Customer Web Portal, customers can print labels, manifest shipments, track shipments and run reports. Reports can be customized to include specific report elements important to your organization’s shipping objectives. See more information about the portal For information about the portal clickhere.

  • Registered customers can log in the Customer Web Portal Log in the Asia Customer Portalhere. If you are not a DHL eCommerce Solutions account holder yet, please contact us to register and we will provide you with your login details.

  • If you’ve forgotten your login credentials to access the Customer Web Portal, click here or kindly contact our Customer Service.