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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. Please fill in this form and we will get back to you. If you need to book a transport urgently, please call  0771-345 345.

     

    Call us 0771-345 345 on weekdays 08.00-18.00

  • Are the goods insured during transport?
    A basic insurance to cover loss or damage is included in the freight price. The insurance covers up to 500 SEK/gross weight kilo for parcel products (DHL Paket and DHL Service Point) and up to 150 SEK/ gross weight kilo for our other domestic products. If the value of your goods is higher, you can sign an additional insurance. Please read more about our insurance here.

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

    • Product specific product - or optional service conditions

    • DHL Freight's General Terms and Conditions

    • NSAB 2015

    Individual cases according to agreed terms.

    Call us 0771-345 345 on weekdays 08.00-18.00

  • How do I book a time sensitive shipment?
    For our products DHL Paket, DHL Pall and DHL Stycke we offer the option of guaranteed delivery service. This means that the dispatch will be prioritized in the entire transport flow in order to secure delivery before the selected delivery time and on the estimated delivery date. G7 = delivery before 07.30 a.m., G10 = delivery before 10.00 a.m. and G12 = delivery before 12.00 p.m. Please check our timetable to find out which guarantee services are offered for specified postal codes. For our product DHL Parti you may choose the option of time specified delivery. Please read more about this in our product sheets.

    How long does the transport take?
    The delivery time depends on the involved locations. See our timetable for detailed information. Our timetable indicates an estimated delivery time and is not to be seen as a time promise. If your shipment is addressed to a consumer, DHL Freight will contact the recipient to agree on the delivery date. Delivery takes place no earlier than the day after the notification. 

    Call us 0771-345 345 on weekdays 08.00-18.00

  • Does DHL Freight offer customized shipments from businesses to consumers (B2C)?
    Yes, DHL offers both DHL Service Point which is a parcel service where the parcel is delivered to a representative near the recipient, and DHL Home Delivery which is a home delivery service adapted for private individuals. Please read more about these products among our legal documents and product sheets and price lists.

    Are the goods insured during transport?
    A basic insurance to cover loss or damage is included in the freight price. The insurance covers up to 500 SEK/gross weight kilo for parcel products (DHL Packet and DHL Service Point) and up to 150 SEK/ gross weight kilo for our other domestic products. If the value of your goods is higher, you can sign an additional insurance. Please read more under options, supplements and fees.

    How do I book a time sensitive delivery?
    For our products DHL Paket, DHL Pall and DHL Stycke we offer the option of guaranteed delivery service. This means that the dispatch will be prioritized in the entire transport flow in order to secure delivery before the selected delivery time and on the estimated delivery date. G7 = delivery before 07.30 a.m., G10 = delivery before 10.00 a.m. and G12 = delivery before 12.00 p.m. Please check our timetable to find out which guarantee services are offered for specified postal codes. For our product DHL Parti you may choose the option of  time specified delivery. Please read more about this in our product sheets.

    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 our domestic products here.

    Call us 0771-345 345 on weekdays 08.00-18.00

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

    Call us 0771-345 345 on weekdays 08.00-18.00

  • May I send dangerous goods with DHL Freight?
    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.

    Call us 0771-345 345 on weekdays 08.00-18.00

  • 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.

    Call us 0771-345 345 on weekdays 08.00-18.00

  • Where do I find food labels?
    Food must be marked with a special label intended for food transport. Order this food label at PrintMation. Enter a company name, delivery address for the labels and invoice address for the payment. The customer is responsible for all costs. For information about label ordering, please contact PrintMation, ph. no +46 40 67288 50.

    How do I create shipping documents?
    You create your shipping documents in your booking- or TA-system. Booking Tools DHL offers are booking tool and Customer Portal MyDHL Freight and/or our public booking tool.

    Call us 0771-345 345 on weekdays 08.00-18.00

  • How do I choose the best option with DHL?
    The price of a delivery is based on several parameters, for instance weight, size, distance and agreement with DHL. If you already have a customer ID with DHL, you can log in and calculate your price  in our customer portal MyDHL Freight. If you don't have a customer ID, you can calculate the standard price and apply for customer number.

    Call us 0771-345 345 on weekdays 08.00-18.00

  • How do I apply for a pallet transfer system ID?
    Read more about pallet transfer system here and apply for a pallet customer ID.

    Call us 0771-345 345 on weekdays 08.00-18.00

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

    In our customer portal MyDHL Freight you can calculate price and create bookings/shipments and more.

    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).

    Call us 0771-345 345 on weekdays 08.00-18.00


Book Transport


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 timetable 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.

    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'?
    DHL's tracking number consists of 10 digits. 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.

    Call us 0771-345 345 on weekdays 08.00-18.00

  • 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.

    I have received an SMS with a proposal for a delivery day and time?
    Follow the instructions in the SMS.

    Call us 0771-345 345 on weekdays 08.00-18.00

  • 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 the current shipping number and identification.

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

    Call us 0771-345 345 on weekdays 08.00-18.00

  • How do I change the 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 send a request to DHL Freight.

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

    Call us 0771-345 345 on weekdays 08.00-18.00

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

    In our customer portal MyDHL Freight you can calculate price and create bookings/shipments and more.

    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).

    Call us 0771-345 345 on weekdays 08.00-18.00


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.

    Call us 0771-345 345 on weekdays 08.00-18.00

  • How do I make a claim for damaged goods?
    Photograph the damaged goods and attach it to DHL Freight's 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 report a claim in DHL Freight's 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.

    Call us 0771-345 345 on weekdays 08.00-18.00

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

    In our customer portal MyDHL Freight you can calculate price and create bookings/shipments and more.

    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).

    Call us 0771-345 345 on weekdays 08.00-18.00


Invoice