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FAQ

Get Started with DHL Express

Get started with all you need to know about shipping with DHL Express.

SHIPPING WITH DHL EXPRESS

DHL Express is the leading international courier service that specializes in providing comprehensive door-to-door logistics. DHL Express's international network covers more than 220 countries and territories around the globe and includes decades of shipping, logistics, and eCommerce experience. 

Anyone can ship with us! We support all customers from personal shippers to large businesses.

DHL is unable to carry the following items due to laws, regulations, or statues. The prohibition is enforced by any federal, state or local government where the shipment is sent to or from, or simply transiting through. For international carriage there may be additional prohibited items specified by the country of destination.

  • All Samsung Galaxy Note7 and Samsung Note7 devices
  • Bullion (of any precious metal)
  • Cash (legal tender – bank notes, currency notes, coins) and travelers cheques
  • Complete original and imitation firearms and firearm parts, ammunition, explosives/explosive devices
  • Human remains or ashes
  • Hunting (animal) trophies, animal parts such as ivory and sharks fin, animal remains or ashes, animal by-products
  • Illegal goods, such as counterfeit goods and narcotics
  • Live animals (including but not limited to mammals, reptiles, fish, invertebrates, amphibians, birds, insects, larvae and pupae)
  • Loose lithium metal batteries under IATA PI968 section II
  • Loose precious and semi-precious stones (cut or uncut, polished or unpolished)
  • It contains any other item which DHL decides cannot be carried safely or legally

If you want more information on what DHL Express can or cannot accept, or are unclear about a certain commodity, do not hesitate to contact our Customer Service on DHL Express Facebook page today!

DHL Express Malaysia’s operating hours are as follows:
Monday – Friday: 8:30 – 17:30
Saturday: 8:30 – 13:00
Sunday: Closed

Yes, DHL Express Malaysia delivers on Saturday from 10:30am until 12:30pm. However, there is no delivery made on Sunday.

To open a corporate account with us, you have to have a SSM certification, at least one international shipment per month with minimum shipping cost of RM200 per month or RM500+ on a quarterly basis.

We optimize the way you ship. With global experience and a large, reliable network, we can offer you savings on shipping costs, efficient shipping solutions, alternative payment options, and experienced customer service.

Account-holders will also receive preferential DHL shipping rates, be the first to be notified of shipping promotions and have a dedicated account manager to support your shipping needs.

DHL Express Malaysia provide accurate delivery service estimations based on the details of your air waybill (AWB). You can check on your shipment’s estimated delivery date and get updates on the progress by DHL tracking tool by using your 10-digit DHL Express air waybill. The estimate also takes into account any public holidays that might impact the overall transit time. DHL Express does not factor in transit over the weekends.

All transit time estimates are subject to customs clearance and airline uplift availability.

Volumetric weight is also known as dimensional weight or DIM weight. It measures the total quantity of space your package occupies.

The cost of shipping your package internationally depends on the weight of your package. 

This is because the cost of shipping a package can be affected by the amount of space that it occupies on an aircraft, rather than the actual weight. 

Shipping carriers determine the cost of your package by comparing whichever is greater: the gross weight or volumetric weight.

Gross weight also known as actual weight is the total weight of your package. 

Volumetric weight or dimensional weight is the actual space the package takes up. 

If the dimensional weight is greater than the actual weight, shipping carriers will use the dimensional weight to calculate shipping costs. 

Volumetric weight is used to determine the weight of a package, which determines the shipping costs.  Air cargo has weight restrictions and limited space. 

Therefore, shipping carriers will select based on whichever figure is greater. Volumetric weight is used to provide a clear rationale for this principle. 

For example, an airplane has both weight restrictions and limited belly space so the shipping carrier must control the weight and volume of cargo it carries.

Calculate the volumetric weight of a package by multiplying the length by width by height in centimeters and dividing it by the dimensional weight divisor.

Calculate DHL volumetric weight of a package by using this formula:

Volumetric weight in kg = (length x width x height of the package in cm) / 5000

For example:

You are sending a package dimension that is 40cm x 30cm x 50cm.

Volumetric weight: 40cm x 30cm x 50cm / 5,000 = 12kg

First of all, we offer our sincere apologies for this unfortunate incident.


Please lodge a claim by contacting DHL customer service team. This has to be done within 30 days from the date DHL Express accepts the shipment.

DHL Express provides international door-to-door delivery to over 220 countries and territories within 1-3 days. To send a shipment with DHL Express, there are four ways to ship your parcel abroad:

  1. Book a shipment online at MYDHL+. You will get the rates and time as soon you enter details.
  2. Pay a visit to our nearest service point at https://locator.dhl.com/
  3. Book a shipment online with our Social Media Customer Service team 24 hours daily on Facebook , Instagram and Twitter.
  4. Get shipping conveniently on your mobile with DHLontheGO - a new way of placing overseas shipments via WhatsApp which only accepts payment through credit and debit card.

Thank you for your interest in partnering with us! Kindly reach out to our Social Media Customer Service team for the application form.  

You may contact our Social Media Customer Service 24 hours daily as follows:

DHL is an international courier, shipping and packaging service. The name DHL is derived from the names of its founders. It was established in 1969. And the founders are Adrian Dalsey, Larry Hillblom and Robert Lynn. DHL is derived from first initial of last name of each founder’s. 

DHL is a German logistics company providing courier, package delivery and express mail service, which is a division of the German logistics firm Deutsche Post.

DHL Express Service Points allow online merchants or anyone to easily drop off their parcels for nationwide delivery across Malaysia. They also accept shipments from account or non-account customers.

If you are already an account customer, simply book your shipment online via MYDHL+ and select a DHL Express Service Point near you for drop off – it’s that simple. 

Alternatively, if you are not a registered customer, you may also book your shipment online via MYDHL+ or directly at any of our DHL Express Service Points and transact in cash. You can pay a visit to our nearest service point at https://locator.dhl.com.

DHL Express Malaysia and DHL eCommerce Malaysia are two different entities with separate operations and management.

DHL Express Malaysia only provides International Express Shipping. 

Any domestic shipping / postage ShopeeLazada ) belongs to DHL eCommerce Malaysia.

DHL Express Malaysia's tracking number is 10 digits numerical only.

If your tracking number follows any of the formats below, please track your shipment at DHL eCommerce Malaysia:

  • 16 digits numerical only
  • Alpha-numeric starting with up to five letters followed by numerical digits

For international door-to-door delivery to your destination country by a specific time, or by the end of the next possible business day, choose DHL’s Time Definite express services. Global reach and local teams ensure fast outbound delivery with end-to-end tracking and customs clearance.

THE DHL TIME DEFINITE EXPRESS SERVICES:

Country to country. Door-to-door. On time export to and from anywhere in the world defined by you

DHL EXPRESS 9:00 - A door-to-door delivery before 9:00 a.m. on the next possible business day.

DHL EXPRESS 10:30 - A door-to-door delivery before 10:30 a.m. on the next possible business day.

DHL EXPRESS 12:00 - A door-to-door delivery before 12:00 noon on the next possible business day.

DHL EXPRESS WORLDWIDE - A door-to-door delivery by the end of the next possible business day.

DHL EXPRESS EASY - Delivery by the end of the next possible business day for shipments paid for at a DHL Service Point.

For international door-to-door delivery to your country by a specific time, or by the end of the next possible business day, choose DHL’s Time Definite express services. Global reach and local teams ensure fast inbound delivery with end-to-end tracking and customs clearance.

THE DHL TIME DEFINITE EXPRESS SERVICES:

Country to country. Door-to-door. On time import from anywhere in the world defined by you:

DHL EXPRESS 9:00 - A door-to-door delivery before 9:00 a.m. on the next possible business day.

DHL EXPRESS 10:30 - A door-to-door delivery before 10:30 a.m. on the next possible business day.

DHL EXPRESS 12:00 - A door-to-door delivery before 12:00 noon on the next possible business day.

DHL EXPRESS WORLDWIDE - A door-to-door delivery by the end of the next possible business day.

DHL EXPRESS EASY - Delivery by the end of the next possible business day for shipments paid for at a DHL Service Point.

Customs departments around the world are usually an extension of the country’s government. DHL Express has no influence over customs, but we do have the expertise and specialists to help facilitate a smooth clearance for your shipment.

Learn more about our Customs service here.

Shipments cannot be delivered to PO boxes. Shipments are delivered to the receiver’s address given by shipper with a recipient name.

DHL Express provides international door-to-door delivery to over 220 countries and territories within 1-3 days. You can get a quotation from DHL Express Malaysia via the following methods:

  1. Visit MYDHL+ where you will get the rates and time as soon you enter details
  2. Pay a visit to our nearest service point at https://locator.dhl.com/
  3. Contact our Social Media Customer Service team 24 hours daily on Facebook , Instagram or Twitter.
  4. Contact our Customer Service at 1 800 888 388 (Toll Free) / +603 7964 2800 (overseas)

If you are a non-account customer, you have the option of paying by credit card or cash card when you arrange for a shipment with MyDHL+.

If you are an account customer, you have the same options of payment but you will be eligible to use our MyBill (electronic billing) portal, electronic fund transfer.

You can get a quotation from DHL Express Malaysia via the following methods:

  1. Visit MYDHL+ where you will get the rates and time as soon you enter details
  2.  Pay a visit to our nearest service point at https://locator.dhl.com/
  3. Contact our Social Media Customer Service team 24 hours daily on Facebook , Instagram and Twitter
  4. Contact our Customer Service at 1 800 888 388 (Toll Free) / +603 7964 2800 (overseas)

Looking to send your laptop abroad? Before exporting them, you must ensure that the shipment complies with the standard & regulations stipulated by the authorities. Click here for shipping your laptop abroad.  

You can get a quotation from DHL Express Malaysia via the following methods:

  1. Visit MYDHL+ where you will get the rates and time as soon you enter details
  2.  Pay a visit to our nearest service point at https://locator.dhl.com/
  3. Contact our Social Media Customer Service team 24 hours daily on Facebook , Instagram and Twitter
  4. Contact our Customer Service at 1 800 888 388 (Toll Free) / +603 7964 2800 (overseas)

TRACKING

You can track your shipment quickly and easily via Track & Trace. Simply enter your shipment number for the current status of your shipment.

If you do not (any longer) have the shipment number, you can contact DHL Express Malaysia Customer Service for more information. If you are the recipient, you can also contact the sender/supplier for this.

This usually occurs if the information we have is insufficient to track the shipment for you. The address may be incorrect and we require clarification or some additional information may be required. The matter can be resolved very quickly by contacting Customer Service.

Yes, with our DHL On Demand Delivery (ODD) service, you can manage your shipment.
With ODD you can be notified by e-mail or SMS of certain stages in the shipment and set your shipment delivery preferences and priorities to meet your needs such as the following:

  • Change Delivery Date – Select a delivery date that works best for you
  • Leave in a Safe Place – Have your shipment delivered without a signature
  • Leave with Neighbor, Concierge or Guard – Leave your shipment with the appointed person
  • Service Point or Locker – Collect from a nearby DHL Service Point or Locker
  • Alternative Address – Redirect your shipment to a different address
  • Vacation Hold – We’ll keep your shipment while you’re on vacation

LOCATION

You can visit your nearest DHL Express Service Point at www.locator.dhl.com.

You can drop off your parcel at one of our DHL Service Points. Find a DHL Service Point near you.

CONTACT

You may contact our Customer Service at 1 800 888 388 (Toll Free) / +603 7964 2800 (overseas).
You may also contact our Social Media Customer Service team 24 hours daily at:

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