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BUSINESS CUSTOMER FAQS

Shipping Related Questions

  • Please see our product overview or call our holine at 400 888 3500 (within China only).

  • 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 2 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 Please contact usdirectly.

  • This depends on the shipping product. With most shipping products you can send parcels into over 220 countries. Please call our holine at 400 888 3500 (within China only) 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. Your recipients can track their individual parcels Your recipients can track their individual parcelshere. Please be aware that different products include different levels of tracking detail.

  • The tax and duty settlement depends on the destination country and on the shipping product you choose. For our Packet International products the recipient pays tax and duty upon delivery if incurred, whereas for Parcel products tax and duty can be paid directly when purchasing. Please see our Please see ourproduct overview to find out, which product suits your needs best. 

  • For Packet International shipments the maximum weight is up to 2 kg, maximum length for each side is 60 cm with length, width and height adding up to 90 cm maximum. Parcel shipments can weigh up to 20 kg with up to 120 cm length, 60 cm width and 60 cm height and girth up to 300 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 information.

  • Please check the Product Introduction document for more detailed information about each product. 

  • DHL eCommerce Solutions provides free pick up services in major cities in China. For the detailed pickup coverage cities,  please check the Pick-up List document.  

Portal Related Questions

  • Through the Customer Web Portal, customers can independently submit shipments and generate labels for DHL eCommerce Solutions services, do tracking with the latest shipping events and generate shipping reports. 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. See more information about the portal For information about the portal clickhere.

  • DHL eCommerce Solutions offers two Customer Web Portals. Registered customers can log in the Americas Customer Web Portal Log in the US Customer Portalhere and the Asia Pacific Customer Web Portal here

  • If you’ve forgotten your login credentials to access the Customer Web Portal, kindly contact our hotline at 400.888.3500 or send us an email for assistance.