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FAQ FOR DOMESTIC ROAD FREIGHT

Before Transport

  • How do I get a DHL customer number?
    To apply for a DHL customer number, you need to have a registered business with a corporate identity number. 

    Send us an Email

    Our Customer Service Opening hours are Monday-Friday 08.30-13.00 / 13.30 - 18.00

  • DHL Freight is for business users.

    Private individuals and customers can find out more about DHL's delivery expertise by visiting their local country sites.

    Send us an Email

    Our Customer Service Opening hours are Monday-Friday 08.30-13.00 / 13.30 - 18.00

  • If you are sending a commercial shipment with a commercial value but the cost of sending the shipment is being paid by someone else other than the shipper or receiver, this is called 3rd party billing.

    Send us an Email

    Our Customer Service Opening hours are Monday-Friday 08.30-13.00 / 13.30 - 18.00

  • CMR Convention (Convention on the Contract for the International Carriage of Goods by Road) is a United Nations convention that relates to various legal issues concerning transportation of cargo by road.

    Send us an Email

    Our Customer Service Opening hours are Monday-Friday 08.30-13.00 / 13.30 - 18.00

  • Are the goods insured during transport?
    A basic insurance to cover loss or damage is included in the freight price. 

    If the value of your goods is higher, you can sign an additional insurance.

    What information do I need to book a shipment with DHL Freight?
    All assignments are carried out according to:

    Individual cases according to agreed terms.

    Where Do I Get the Numbers Needed for Shipment Tracking (i.e. Shipment Number/Order Code)?
    The DHL Shipment Number (either the DHL Order Code or Consignment ID) you received from us when booking your shipment.
    If you are an existing DHL Freight customer and use our online booking tools, you will receive your DHL Shipment ID when making your online booking.

    Send us an Email

    Our Customer Service Opening hours are Monday-Friday 08.30-13.00 / 13.30 - 18.00

  • How long does the delivery take?
    For more detailed information, please get in touch with your local DHL Freight customer service.

    Send us an Email

    Our Customer Service Opening hours are Monday-Friday 08.30-13.00 / 13.30 - 18.00

  • Does DHL Freight offer customized shipments from businesses to consumers (B2C)?
    Please get in touch with local DHL Freight Customer Service.

    Are the goods insured during transport?
    A basic insurance to cover loss or damage is included in the freight price.

    If the value of your goods is higher, you can sign an additional insurance.

    Are there restrictions on size and weight?
    DHL Freight lets businesses to ship most kinds of goods; everything from smaller parcels to pallets, long goods and containers etc. We offer products developed to suit different types of goods.

    Please read more about domestic products here.

    Send us an Email

    Our Customer Service Opening hours are Monday-Friday 08.30-13.00 / 13.30 - 18.00

  • What am I allowed to ship with DHL?
    Read DHL Freight's General Terms and Conditions; page 10 and 11, to find out what you cannot ship with DHL Freight.

  • May I send dangerous goods with DHL Freight?
    However, some types are excluded or require a special arrangement, please read DHL Freight terms and conditions for details. Businesses can send shipments with ADR classified goods with DHL Freight. However, some types are excluded or require a special arrangement, please read DHL Freight terms and conditions for details.
    The sender is responsible for providing correct documentation and information about the dangerous goods with respect to national laws.
    Please note that the transport time may deviate from our standard lead times.

    Send us an Email

    Our Customer Service Opening hours are Monday-Friday 08.30-13.00 / 13.30 - 18.00

  • How do I pack my shipment?
    The sender is responsible for using appropriate packing material.
    Individual parcels with a weight of 35 kgs or more needs to be placed on a pallet or similar to be manageable with a truck.
    For more information, please read DHL Freight's General Terms and Conditions and Packaging Instructions.

    Send us an Email

    Our Customer Service Opening hours are Monday-Friday 08.30-13.00 / 13.30 - 18.00

  • How do I create shipping documents?
    You create your shipping documents in your booking- or TA-system.

    Send us an Email

    Our Customer Service Opening hours are Monday-Friday 08.30-13.00 / 13.30 - 18.00

  • How do I choose the best option with DHL Freight?
    The price of transport is based on several parameters, for instance; weight, size, distance and agreement with DHL.

    Send us an Email

    Our Customer Service Opening hours are Monday-Friday 08.30-13.00 / 13.30 - 18.00

  • Which online tools does DHL Freight offer?
    As a DHL Freight customer you can register an account for our online tool where you can book shipments, create shipping documents and get an overview of all your shipments.

    Read more about online shipping tools and system suppliers recommended by DHL Freight, if you wish to use other TA systems (transport administration systems).

    In DHL Active Tracing you have extended shipment information with event history and the possibility to create reports.

    Send us an Email

    Our Customer Service Opening hours are Monday-Friday 08.30-13.00 / 13.30 - 18.00

Book Transport

  • Does DHL Freight offer pre-ordered pick up?
    DHL Freight offers pre-ordered pick-up by arrangement. You are welcome to apply for a pre-ordered pick-up at your address by contacting your DHL Freight sales contact.

    When will you pick up my shipment?
    DHL Freight collects goods weekdays between 7.00 -17.00 excluding holidays.

    How do I book a shipment with DHL Freight?

    Send us an Email

    Our Customer Service Opening hours are Monday-Friday 08.30-13.00 / 13.30 - 18.00

  • Can I drop-off my shipment at a DHL terminal?
    Check with our Customer Service, if you can drop-off your shipment at one of DHL Freight's terminals.

    The consignment needs to be packaged and marked with shipping documents.

    Send us an Email

    Our Customer Service Opening hours are Monday-Friday 08.30-13.00 / 13.30 - 18.00

  • How do I cancel / rebook my shipment?
    Please contact our customer service and we will help you.

    Send us an Email

    Our Customer Service Opening hours are Monday-Friday 08.30-13.00 / 13.30 - 18.00

  • What information do I need to book a shipment with DHL Freight?
    All assignments are carried out according to:

    Individual cases according to agreed terms.

    Send us an Email

    Our Customer Service Opening hours are Monday-Friday 08.30-13.00 / 13.30 - 18.00

  • Which online tools does DHL Freight offer?
    In DHL Active Tracing you have extended shipment information with event history and the possibility to create reports.

    Read more about online shipping tools and system suppliers recommended by DHL Freight, if you wish to use other TA systems (transport administration systems).

    Send us an Email

    Our Customer Service Opening hours are Monday-Friday 08.30-13.00 / 13.30 - 18.00

During Transport

  • My shipment should have been delivered today according to DHL's Timetable but no delivery has arrived. Why?
    The vast majority of shipments are delivered according to our timetable. Our time table provides an estimated delivery time but is not to be seen as a time guarantee and deviations may occur. 

    For how long will DHL trace my shipment?
    If a shipment cannot be located and needs to be traced, this is done for up to 30 days (60 days for international shipments). Subsequently, the matter is handed over to our claims department.

    My reference number was not recognised by 'Track Your Item'
    Usually, you can  track your parcel  in the evening of the same day it has been picked-up.

    If more than one day has passed since the stated pick-up date and the consignment still cannot be traced, we kindly ask you to ensure with the sender that the goods have been collected.

    When will my shipment be delivered?
    In our  timetable  you can search for an estimated delivery date using the sender's or recipients postal code as well as the departure date.

    Any optional services may affect the delivery time.

    How can I follow my shipment?
    You can track your shipment via our tracking tools, such as DHL Active Tracing or via your TA-system.

    Send us an Email

    Our Customer Service Opening hours are Monday-Friday 08.30-13.00 / 13.30 - 18.00

  • I am expecting a delivery. Will I be contacted by DHL?
    If the sender has requested a notification / delivery message, we will contact you.

    Otherwise, an attempt to deliver will be made.

    If no one is available to receive the goods, it will go back to our terminal and we will contact the sender to agree on a new delivery date.

    Send us an Email

    Our Customer Service Opening hours are Monday-Friday 08.30-13.00 / 13.30 - 18.00

  • Do I need to bring any documents when I collect my shipment?
    In order to retrieve a shipment that is addressed to a business, the person who receives the shipment needs to be able to present current shipping number and identification.

    Can I pick-up my shipment instead of having the shipment delivered?
    Please contact our customer service with your request and we will investigate and get back to you.

    Send us an Email

    Our Customer Service Opening hours are Monday-Friday 08.30-13.00 / 13.30 - 18.00

  • How do I change delivery address on an on-going shipment?
    If you wish to change an on-going shipment, the party who pays for the freight needs to contact DHL Freight.

    Can I as a recipient book additional services?
    If you wish to change an on-going shipment, the party who pays for the freight needs to contact DHL Freight.

    Send us an Email

    Our Customer Service Opening hours are Monday-Friday 08.30-13.00 / 13.30 - 18.00

After Transport

  • I have received an incomplete delivery. What do I do?
    Check the number of parcels received against the specified number on your shipping documents. If the numbers are correct, please contact the sender.

    If the numbers do not match, the remaining part of the shipment is expected to be delivered to you by the next delivery day.

    If the shipment includes the additional service notification we will contact you before the next delivery.

    What do I do if my shipment is visibly damaged upon delivery?
    Ask the driver to note the damage on the consignment note / PDA before signing the delivery, otherwise you will accept the goods in the existing condition. 

    If you do not want to receive the shipment because of the damage, you have the right to refuse the delivery before you sign for the shipment.

    Send us an Email

    Our Customer Service Opening hours are Monday-Friday 08.30-13.00 / 13.30 - 18.00

  • How do I make a claim for damaged goods?
    Photograph the damaged goods and attach them to the DHL Freight claim form.

    What do I do if I have signed for a shipment without visible damage but later realize the goods are broken?
    Claim of a hidden damage must be made within 7 days of delivery. Photograph the damaged goods and attach them to the DHL Freight claim form.

    My shipment was incomplete upon delivery, What Do I Do?
    Check the number of parcels received against the specified number on your shipping documents. If the number is correct, please contact the sender.

    If the number of parcels does not match the number estimated, the remaining part of the shipment will be delivered to you at the next delivery time available.

    If the optional notification is available on your shipment, we will contact you before the next delivery.

    Send us an Email

    Our Customer Service Opening hours are Monday-Friday 08.30-13.00 / 13.30 - 18.00

  • Which online tools does DHL Freight offer?
    In DHL Active Tracing you have extended shipment information with event history and the possibility to create reports.

    Read more about online shipping tools and system suppliers recommended by DHL Freight, if you wish to use other TA systems (transport administration systems).

    Send us an Email

    Our Customer Service Opening hours are Monday-Friday 08.30-13.00 / 13.30 - 18.00

Invoice

  • My invoice is not correct. What should I do?
    Please contact our customer service  and we will help you.

    Can I get extended credit time?
    Our credit period is 10 days. If you have further questions regarding the credit period, please contact your sales contact at DHL Freight.

    Can I register for direct debit at DHL Freight?
    DHL Freight does not provide direct debit services.

    Send us an Email

    Our Customer Service Opening hours are Monday-Friday 08.30-13.00 / 13.30 - 18.00

  • Why did I get an additional charge on my invoice?

    Send us an Email

    Our Customer Service Opening hours are Monday-Friday 08.30-13.00 / 13.30 - 18.00

  • I have not recieved my invoice. What should I do?
    Please contact our customer service  and we will help you.

    I would like a copy of my invoice. What should I do?
    Please contact our customer service  and we will help you.

    Send us an Email

    Our Customer Service Opening hours are Monday-Friday 08.30-13.00 / 13.30 - 18.00

  • I have applied for a PDF invoice but it does not seem to work. What should I do?
    To ensure that we have the correct email address registered with us, we kindly ask you to contact our customer service  and we will help you.

    Can I get my invoice via email instead of by post?
    DHL offers free PDF invoice via email. Contact our customer service  and we will help you.

    By using PDF invoice you also contribute to a better environment.

    Why is there an added invoice fee?
    An invoice fee will be added to your invoice if sent by post. DHL Freight offers free PDF invoicing via email or direct debit.

    Send us an Email

    Our Customer Service Opening hours are Monday-Friday 08.30-13.00 / 13.30 - 18.00