Quick Answers to Common Tracking Questions

• How can I create/generate the label and commercial invoice?

  Along with a transport label, shipments may also need other documents such as a customs invoice or destination specific documents to accompany the shipment. A transport label contains all the information DHL needs to know to keep your package moving through the network to its ultimate destination.

  Additional details can be found here.

• How can I know the available drop off locations near my area?

  You can locate the closest drop off location by accessing the following link and entering your zip code here.

• Is my shipment going to generate duties and taxes?

  The calculation of duties depends, in most countries, on the assessable value of a dutiable shipment. For the purpose of this calculation, dutiable goods are given a classification code that is known as the Harmonized System code, which determines the applicable duty rate.  This system is a multipurpose international product nomenclature developed by the World Customs Organization and continues to evolve.

  • All types of shipments (including gifts, samples and goods for repair) go through an import clearance process as determined by custom’s regulations in the destination country. The shipment is cleared through customs based on the type of goods, origin country, the value and quantity.
  • Dutiable shipments are subject to a customs duty, which is a tariff or tax imposed on goods when transported across international borders.
  • To complete your delivery please pay required import duties and taxes with ON DEMAND DELIVERY.

  To further process your shipment, payment is required. Click here to securely pay online, view the duty calculation, and download relevant documents.
  

  You may also pay when you collect your shipment at the DHL Service Point location.
  

• What are the guidelines to pack my shipments?

  Here are some important principles applicable for packing your shipment contents:

  • Leave No Empty Space It is important to completely fill empty space within the box to avoid contents moving during transit which can cause damage to both contents and the box.
    
  • 6 cm Distance Always place items being shipped in the center of the box with at least 6cm of separation from any external walls or corners.
  • Wrap items Individually and Use Dividers When shipping multiple items in a single package, always wrap each item individually and separate with corrugated inserts or other divider materials as appropriate.

  Both the adhesive tapes you choose and how you seal the shipment together makes a difference in protecting your shipment contents from being exposed or damaged during transit.

  Use Pressure Sensitive Tape

  • Polypropylene tape (brown plastic tape)
  • Vinyl adhesive tape (electrical tape)
  • Fiber-reinforced paper tape (duct tape)

   

  Avoid Using
  

  • Kraft Paper Tape
  • Cellophane Tape
    
  • String
    

   

  Label Shipment

  Fix the shipment label securely on the top surface of the shipment box.

  This will help us keep your shipment in an upright position as much as possible during transit! Additional information can also be found here.
  

• How do I order supplies if I have a DHL account?

  Good quality packaging is critical to protecting your shipment during transportation. DHL provides our account holder customers a range of packaging supplies that are tried and tested.

  You can order supplies online through the following link by simply entering your account number here.

• I bought a product, and the seller gave me a DHL tracking number. However, I cannot see any scans for this package. What should I do?

  This means your shipment has not been physically handed over to or picked up by DHL. We recommend contacting the seller to verify the tracking information is correct.

• I have tracked a shipment and the delivery status shows as unknown. Why is 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 services.

FAQs about scheduling a pickup

• What do I need to request a pickup online?

  To schedule a pickup by a DHL courier, first have this information ready for the online pick-up request form:

  1. Your account number or airwaybill number
  2. Pick-up location contact
  3. Pick-up location address
  4. Package location information
  5. Total number of packages
  6. Weight of shipment
  7. Contact’s phone and email address
  8. Desired Pick up date and time frame