Quick Answers to Common Questions

• I have questions about my payment link.

  What is this?
  DHL Express Norway sends payment links to private individuals who have imported goods from abroad, where import duties has to be paid. These links are sent via WhatsApp, SMS and/or email. Each message always refers to a unique 10-digit shipment number. You can use this shipment number to track the shipment on our website or in our app.

  
  How long is the link active?
  The payment link is active for 48 hours from the time it was sent. After this, the link will be deactivated.

  
  What happens if I do not pay within 48 hours?
  If the payment is not made within the deadline, you will receive an invoice instead. This will be sent as an e-invoice if you have enabled this in your online banking service, or as a paper invoice by post.

  
  Do you have any questions about the payment link?
  If you have any further questions about the payment link, please contact our invoice customer service via this contact form.

• When I track my international DHL Express shipments, why do I sometimes get information for a shipment that is not going to the intended destination?

  DHL periodically recycles shipment waybill numbers for operational reasons. Occasionally this results in information in our system for two shipments travelling under the same waybill number at the same time. DHL is working hard to eliminate these occurrences. In the meantime, please be assured that while this information may be confusing, your physical shipment will be heading to its correct destination and receiving the same careful attention as every other shipment in our network.

• I have tracked a shipment and been told to contact DHL. Why is this?

  This usually occurs if the information we have is insufficient to track the shipment for you. Additional information or clarification may be required in the event of an incorrect address, for example. The matter can be resolved very quickly by contacting customer services.

• The tracking results are showing that my shipment is going to a different town or city than it was initially addressed to. Why is this?

  Destinations shown on DHL Express tracking results are based on the location of the Service Station  providing that pickup or delivery. Please be assured that your shipment is being delivered to the destination provided by you when you completed the waybill for your shipment(s).

• How do I learn who signed for my shipment?

  By verifying your identity on our Proof of Delivery site you can find further recipient details, including who signed for your shipment.

• As an account customer with DHL, is there a tracking solution I can use to receive an overview of all shipments on my account?

  Yes, DHL ProView is a web-based shipment visibility and event notification tool specifically designed to improve tracking for DHL Express account holders. Please refer to your local DHL website to find out if DHL ProView is available in your country. While not available globally right now, it will be available in all countries in the near future.

• My shipment is showing 'Custom status updated from the destination,' even though the shipment just left the country. What does this mean?

  This status provides an indication of the customs clearance process from the destination. Please click on the "Show details" button to view additional information. This allows you to see if there is additional information required by customs for clearance.

• There were shipments displayed, but mine wasn't listed.

  Sometimes several shipments use the same tracking number. If that is the case, we display the first ten results. Please try using a pieceID / container number if available.