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General Inquiries

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DHL Frequently Asked Questions (FAQ)

GENERAL QUERIES

DHL Express is the leading international courier service that specializes in providing comprehensive door-to-door logistics in and beyond the Philippines. DHL Express's international network covers more than 220 countries and territories around the globe and includes decades of shipping, logistics, and e-commerce experience alongside superb customer support for any shipping and delivery help required.

Anyone can ship with DHL Express! At DHL Express Philippines, we support all customers no matter their needs, from personal shipments to large businesses alike.

DHL Express is unable to carry the following items due to international shipping guidelines, 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.

  • Bullion (of any precious metal)
  • Cash (legal tender – bank notes, currency notes and coins)
  • Complete firearms and parts of, ammunition, explosives/explosive devices including inert explosives and test pieces, air guns, toy guns, replica and imitation firearms
  • E-cigarettes or vapes, or parts thereof such as vape atomizer and vape tubes
  • Fireworks or fire crackers
  • Gambling devices
  • Human remains or ashes in any form
  • Hunting (animal) trophies, animal parts such as ivory and shark’s fin, animal remains or ashes, or animal by-products and derived products not intended for human consumption, prohibited for movement by the Convention on International Trade in Endangered Species of Wild Fauna
  • Illegal goods, such as counterfeit goods and narcotics
  • Live animals
  • Loose lithium metal batteries under IATA PI968 section II
  • Loose precious and semi-precious stones (cut or un-cut, polished or un-polished)
  • Medicines for abortion
  • Pornographic materials

DHL Express Philippines’ operating hours are as follows:

Monday – Friday: 8:00 – 17:00
Saturday: 8:00 – 13:00
Sunday: Closed

You can also get 24/7 customer support from our digital assistant at DHL Express. 

For operating hours of our DHL Express ServicePoints, please visit our contact page.

To open a corporate account with us, you have to have a BIR 2303 Form, a DTI Certificate for single proprietors, SEC Registration Certificate for Corporations/Schools/NGOs, and at least monthly shipments with minimum shipping cost of PH₱3,000.

Account holders will receive preferential DHL shipping rates, be the first to be notified of shipping promotions and have a dedicated account manager to help you grow your business by providing personalized customer support and shipping and delivery help.

The following items will not be accepted for carriage unless otherwise agreed to by DHL Express. To obtain such agreement, a business case will need to be conducted by DHL and the items approved for carriage will be recorded in writing with the customer:

  • Air guns, tasers, imitation or replica firearms, firearm parts and replica ammunition (includes rifle butts, trigger mechanisms, screws/bolts etc which are manufactured for the sole purpose of creating a functional firearm)
  • Antiques and works of art with a shipment value in excess of €500,000
  • Banderols/Tax stickers with a shipment value in excess of €500,000
  • Cannabis for medicinal purposes from bona fide pharmaceutical manufacturers with appropriate licences and where lawful to ship, which must be in tablet or liquid form, may be carried with an approved business case. The value of one shipment must not exceed €10,000
  • Cigarettes, cigars, tobacco products and electronic cigarettes with a shipment value in excess of €500,000
  • Commemorative coins and medals with an individual value or total shipment value of €2,000 or more are restricted for carriage
  • Dangerous/hazardous goods including but not limited to perfumes, aftershaves, aerosols, flammable substances, dry ice, biological substances, UN classified dangerous goods and any goods specified as such under International Air Transport Association regulations (“IATA”), the Agreement on Dangerous Goods by Road (“ADR”) or International Maritime Dangerous Goods (“IMDG”) regulations
  • Financial and monetary commodities – examples include but are not limited to activated SIM cards for mobile phones, blank or activated credit or cash dispenser cards, blank cheques, event tickets, lottery tickets, money or postal orders, pre-paid phone cards, tickets (blank stock), traveller’s cheques, vouchers/tokens, unused stamps etc. Applicable to all shipments valued in excess of €500,000
  • Furs
  • Jewellery and watches and with individual values in excess of €5,000. The shipment must not exceed €100,000

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

Our local sales partner at DHL Express, WExpress, offers this service. You may reach them through their contact page at http://www.wwwexpress.com.ph/contact-us/

DHL Express Philippines provide accurate delivery service estimations based on the details of your air waybill (AWB). If you’re wondering how to track DHL Express couriers, you can check on your shipment’s estimated delivery date and get updates on the progress via our 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.

First of all, we offer our sincere apologies for this unfortunate incident. Please lodge a claim by contacting our customer support team at DHL Express. This has to be done within 30 days from the date DHL Express accepts the shipment.

It depends on the shipping address and actual or volumetric weight of the package you wish to ship using a DHL Express courier. Volumetric weight measures the dimensions of your shipment to derive a weight. DHL Express will compare this and the actual weight of your shipment and select the higher of the two to use as final weight calculation. Volumetric weight is calculated by multiplying the length x height x width of a package and dividing the result by a volumetric factor.

DHL Express Service Points allow online merchants or anyone to easily drop off their parcels for nationwide delivery across the Philippines. They also accept shipments from account or non-account customers. If you already have a corporate account with us, simply book your shipment online via MyDHL+ and select a DHL Express ServicePoint near you for drop off – it’s that simple.

Alternatively, if you are a walk-in customer, you may also book your shipment online via MyDHL+ or directly at any of our DHL Express Service Points and transact in cash, credit, GCash or via GrabPay. 

Find your nearest DHL Express ServicePoint at our contact page.

To track your DHL courier, you can do so 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 Philippines Customer Support for more information on how to track your DHL courier. 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 your DHL courier for you. The address may be incorrect and we may require clarification or some additional information from your end. Such matters can be resolved very quickly by contacting our Customer Support.

If you’re out of boxes, tubes, or airway bills, simply contact DHL Express Philippines Customer Support to order more packaging and shipping supplies.

Yes, with our DHL Express On Demand Delivery (ODD) service, you can easily manage and keep track of your shipment status.

With ODD, you will be notified by e-mail or SMS each stage in the shipment process and set your shipment delivery preferences and priorities to meet your needs, such as the following:

  • Scheduled Delivery – Select a delivery date that works best for you
  • Signature Release – Have your shipment delivered without a signature
  • Leave with Neighbor, Concierge or Guard – Leave your shipment with the appointed person
  • Collect from ServicePoint – Collect from a nearby DHL Express ServicePoint
  • Alternative Address – Redirect your shipment to a different address
  • Vacation Hold – We’ll keep your shipment while you’re on vacation