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FAQ FOR INTERNATIONAL 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.

    Based on the CMR,   the International Road Transport Union (IRU) developed a standard CMR waybill. The CMR waybill is prepared in three languages. When checked by customs and police, a transport document must be present when the shipment is transported.

    Send us an Email

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

  • This is when cargo is moved between a point of origin and a destination without it entering the country where the shipper is registered.

    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?
    Our international products have limited liability in line with CMR and compensates up to 8.33 SDR (approx. 10 EUR) / gross kilo. If the value of the goods is higher, it is possible to book the value added service Insurance, which we recommend. 

    Read more about our insurance as a value added service here.

    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 do I book a time sensitive shipment? 
    If you have a time sensitive shipment below 2500 kg, we can offer our prioritized product for groupage: DHL Freight Eurapid.

    See our lead times if DHL Freight Eurapid is possible for your route. DHL Freight Eurapid has the value added services Pre 10 and Pre 12 as delivery options.   

    For a part load or a full truck load (PTL / FTL), we can offer DHL Freight Chartering.

    How long does the delivery take?
    The delivery time for DHL Freight Euroconnect and DHL Freight Eurapid depends on the route. See lead times to calculate the lead time between two postal codes for a terminal based shipment. Some value added services, such as notification and dangerous goods shipments, and/or deliveries to private individuals or consumers may impact the lead time.

    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)?
    No, DHL Freight specializes in the transport of merchandises to professionals. For individuals please contact DHL Express at: 0825 10 00 80.

    Are the goods insured during transport?
    Our international products have limited liability in line with CMR and compensates up to 8.33 SDR (approx. 10 EUR) / gross kilo. If the value of the goods is higher, it is possible to book the value added service Insurance, which we recommend.

    Read more about our insurance as a value added service here.     

    Why Do I Need to Insure My Shipment?
    For peace of mind.
    Freight forwarders and carriers have limited liability under international conventions for loss or damage to customer goods. In the case of an incident, your compensation is normally calculated against a "standard" negligent liability clause. DHL Cargo Insurance covers the ‘gap’ between our "standard" liability and the full value of your goods.

    I Already Have Insurance, so Why Should I Consider DHL Cargo Insurance?
    With our insurance you get:

    • Our own Cargo Insurance specialists sited globally to ensure the highest service quality
    • Broader coverage than most other insurance policies
    • No Deductibles or Excesses for you to pay
    • Competitive rates, especially if you buy an Annual Policy
    • No ‘claims administration’ – we handle all the paperwork on your behalf
    • Claims settled within 30 days on average

    I Ship High Risk Commodities – Can DHL Freight Cover These?
    Our scale means we bundle thousands of insurance demands together so we can cover higher risk profile business. Also our in-country and sector expertise means we can help you lower your risks.

    Is it Possible to Buy Cargo Insurance?
    Yes, follow the link to read more about DHL Cargo Insurance

    I’ve Never Had a Problem Before so Why Would I Pay for Insurance Now?
    We handle every shipment with great care but accidents outside of our control can happen.
    Natural disasters such as floods may also impact your shipment.
    DHL Cargo Insurance is a cost effective way of protecting your goods and giving you peace of mind.
    After all, most people have never suffered a fire at home but continue to insure their homes against the risk.

    When Something Goes Wrong, Isn’t DHL Freight Responsible Anyway?
    As is common in our industry, we are a limited liability company.

    Our liability is dictated by International Transport conventions such as ’CMR’, or local law, which will usually equate to only a fraction of the value of your goods, because it is assessed on weight.

    We must also have been found to be negligent in our handling of your shipment.

    How do I book a time sensitive shipment? 
    If you have a time sensitive shipment below 2500 kg, we can offer our prioritized product for groupage: DHL Freight Eurapid. See our lead times if DHL Freight Eurapid is possible for your route. DHL Freight Eurapid has the value added services Pre 10 and Pre 12 as delivery options.   

    For a part load or a full truck load (PTL / FTL), we can offer DHL Freight Chartering.

    Are there restrictions on size and weight?
    You can send most kinds of goods including small parcels, pallets, long goods, full truck loads and more. We have products that suit different types of goods and needs.

    DHL Euroconnect offers groupage solutions internationally, DHL Chartering offers part and full loads in Europe, DHL Eurapid offers a premium service for Eurapid groupage shipments

    Read more about our products.

    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. Please also read product specific terms and conditions for concerned product.

  • May I send dangerous goods with DHL Freight?
    You can send dangerous goods with DHL and products DHL Freight Euroconnect and DHL Freight Eurapid. However, some types are excluded, please read DHL Freight Terms and Conditions.

    The sender is responsible for all documentation and information about the dangerous goods shipment with respect to national rules and regulations for each country. A copy of the Dangerous Goods Declaration must be sent by Email or attached where possible in some TA- and booking systems.

    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?
    As a business, you use your own packaging to pack your goods.

    The goods shall be packaged in such a way so as to with-stand normal transport-handling (including automated sorting) and stowed for the type of transport intended, and not cause damage to other goods. Please see our Packing 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.

    Read more about online shipping.

    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. If you don't have a customer ID, you can calculate the standard price and apply for a customer number.

    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

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?
    For more detailed information, please get in touch with your local DHL Freight customer service fr.freight.monserviceclient@dhl.com.

    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?

    You are welcome to 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 Transit Time Tool provides an estimated delivery time but is not to be seen as a time guarantee and deviations may occur. Delivery should take place within the next few days.

    If you have booked DHL Freight Eurapid you can expect delivery to take place on the confirmed delivery day. Should there be any deviation, DHL will contact you.

    For how long will DHL trace my shipment?
    If a parcel 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'
    Terminal based shipments will be traceable with our tracking tools in the evening of the same day it has been picked-up at the sender. If more than one day has passed since the pick-up date and there is no trace available, please check with the sender if the goods were sent. If so, please contact us; provide goods description and other detailed information.

    Non-terminal based shipments do not have the same traceability.

    Why can I track my shipment at www.dhl.de, but not at www.dhl.com?

    If your shipping number has 10-digit , please call DHL Express on 08 25 10 00 80.
    If you have a reference of 2 letters, 9 numbers followed by 2 letters, please contact DHL Parcel at  01 80 14 63 32.

    When will my shipment be delivered?
    In our Transit Time Tool 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

    If you have booked DHL Freight Eurapid you can expect delivery to be made on the confirmed delivery date. In case of any deviation, DHL will contact you and keep you updated.

    How Can I Track My Shipment?
    To track your shipment, simply enter the DHL Shipment Number (either the DHL Order Code or Consignment ID you received from us when booking your shipment) in our online Road Freight tracking tool.

    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.

    My Shipment Is Late, What Should I Do?
    Firstly, check the tracking status of your shipment with our Road Freight Tracking tool. This gives you full visibility regarding your shipment's transit status. 

    For more detailed information, please get in touch with your local DHL Freight customer service.

    My Shipment Is Missing, What Should I Do?
    Firstly, check the tracking status of your shipment with our Road Freight tracking.
    This gives you full visibility regarding your shipment's transit status.

    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

  • I am waiting for a delivery. Will I be contacted by DHL?
    For DHL Freight Euroconnect there is a value added service notification and if that is booked, DHL will contact the recipient for delivery by appointment. If no one accepts the goods at the delivery attempt, the goods will go back to our terminal and we will contact you to arrange delivery by appointment. Deliveries to consumers is always delivered by appointment but may vary country to country in respect of delivery attempt, notification etc.

    For DHL Freight Eurapid there are no notifications and contact does not normally occur before delivery.

    Send us an Email

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

  • What Do I Need to Pick-up the Shipment?
    You need the shipment number or order code and ID.

    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

  • 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 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. Subsequently, a complaint must be reported to DHL by the freight payer in the country where it is payable. Read more here

    Complaints to DHL are made via Customer Service

    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 prepare a claim. Read more here

    How do I Prepare a Claim?
    You can discover what information is needed in order to submit a claim behind this link You need the shipment number or order code and ID.

    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. If you are the freight payer, photograph the damaged goods and report a claim. Please inform the party you ordered the goods from. Read more here

    If My Goods Are Lost or Damaged, What Do I Need to Do?
    Simply contact your local DHL Freight representative, who will guide you through the claims process and help you gather all of the necessary information.

    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?
    Get in touch with DHL Freight Customer Service and we will help you.

    Can I get extended credit time?
    Our credit period is 30 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?
    Get in touch with DHL Freight Customer Service and we will help you.

    I would like a copy of my invoice. What should I do?
    Get in touch with DHL Freight 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 click on "Send us an Email" below and fill out the form.

    Can I get my invoice via email instead of by post?
    DHL offers free PDF invoice via email. Click on “Send us an Email” below  and fill in the form 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

Customs

  • What is a commercial invoice?
    A commercial invoice is the invoice used when goods are sold, specifying details of the goods sold. 

    What is a proforma invoice?
    Proforma invoice is the invoice used for customs for goods you do not invoice, for instance; warranty goods, samples, promotional items, gifts, return goods and advertising goods.

    What information should a commercial or proforma invoice contain?
    For export and import outside of EU, the goods are subject to customs duty. The customs authority requires correct information in supporting documents such as the commercial or proforma invoice. The following information below must be included on the invoice:  

    • seller
    • buyer
    • invoicing date
    • invoice number
    • delivery terms 
    • type of goods or commodity
    • number of packages 
    • gross weight
    • value including currency

    The HS or tariff code and country of origin to/from Switzerland and United Kingdom is a requirement. Shipping to United Kingdom also requires the netto weight. Where applicable, the VOEC-number and UK VAT-number (if Supply VAT) should be stated on the invoice.

    Note that proforma invoice can only be used when the goods are not sold and should contain the text: "No charge. Value for customs purposes only. "

    Should I issue a proforma invoice for my shipment?
    You can use a proforma invoice for goods that are not sold, for instance gifts, warranty goods, samples, returns, advertising items, etc.

    In other cases, a commercial invoice is needed.

    Send us an Email

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

  • What is important to consider when I ship outside of EU?
    Ensure that the documentation is correct and that the invoice complies with customs guidelines. The documentation must always be submitted together with the booking via email (refer to the shipping number) or by attaching it in your booking or TA system where possible.

    Failure to provide correct documents may result in longer lead times and additional charges and eventually the shipment might be returned.

    What is needed when I ship outside of EU?
    The customer is responsible to issue the correct documents for each shipment. Documents needed may vary depending on the type of goods, the export and/or the importing country. 

    The documents that are generally required are the commercial invoice but other supporting documents are needed where it is relevant, for instance declaration of origin, Export Accompanying Document (EAD), licenses, certifications, etc. The documents need to be submitted electronically via the booking- or TA system (where applicable).

    What do I need to do as a customer?
    We need supporting and correct documents to be upload in the booking- or TA-system.

    If export to Switzerland, and you have declaration of origin with no authorization number or using EUR1, original documents need to be posted to DHL Freight. 

    The invoice copy and other documentation can be submitted with the booking in some TA systems.

    Send us an Email

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

  • What is a Certificate of Origin and what do I do with it?
    When the goods are exported to a country outside the EU, the buyer may not have to pay customs duty or get a tariff reduction. The prerequisite is that it can be proved that the product has its origin in the EU for instance. The proof is done by a declaration of origin. For more information, please contact local Customs.

    If exporting to Switzerland, and goods are of EU or Swiss origin and customs authority number is missing, the original documents must be posted to DHL Freight.

    If the value of the goods exceeds EUR 6000, a EUR1 can be used if you do not have a customs authorization number.

    EUR1 is handled by the Chamber of Commerce.

    Send us an Email

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

  • Do I need to submit documents for my shipment?
    Electronic copies of your documents, such as commercial invoice, need to be submitted with your booking or separately soon after by email to fr.freight.monserviceclient@dhl.com 

    Please prepare your non-EU parcel shipments with proper Customs Documentation.

    If exporting to Switzerland and you have a declaration of origin with no authorization number or using EU1, the documents need to be posted to DHL Freight.

    Do I need to post the documents to DHL?
    In some cases, original documents are needed, for instance if export to Switzerland, and declaration of origin (if authorization number is missing) or EUR1 is used. If so, the original documents need to be posted to DHL Freight:

    DHL Freight (France) S.A.S
    19, boulevard du Courcerin
    TSA 74319- Lognes-ZI Pariest
    77312 Marne la Vallée Cedex 2
    France

    Send us an Email

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

  • What happens if the invoice is incorrect or missing?
    If DHL Freight does not receive the correct documents, the shipment will not be further transported. As soon as correct documents have been sent, the shipment can be further processed. Please submit your documents as soon as possible in order to avoid delays and surcharges. If correct documents are not submitted, the shipment may be eventually sent in return to shipper.

    Send us an Email

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

  • Can DHL act as my agent for my customs needs?
    Yes, DHL can perform most services within customs from export and import clearance to consolidated customs clearance. 

    Is consolidated customs clearance possible?
    Consolidated customs is a value added service but requires a separate agreement. Please contact your sales contact.

    Send us an Email

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

Sustainability

  • Follow the link to find out more about DHL Corporate Responsibility.

  • As the world’s largest logistics service provider, we have a special obligation to minimize the negative impact of our business on the environment.

    Follow the link to find out more about Environmental protection program GoGreenundefined.

  • At the core of the Group-wide GoHelp program is the strategic disaster management partnership with the United Nations (UN), which has made the Group an important player in the worldwide humanitarian community.

    Follow the link to find out more about Disaster management - GoHelp.

  • As one of the largest employers worldwide Deutsche Post DHL Group has established its Group-wide program GoTeach as a way to improve educational opportunity for young people and prepare them for the working world.

    Follow the link to find out more about GoTeach.