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DHL eCommerce Solutions FAQs for Business Shippers

Whether you are already a customer or you are looking to learn more about shipping with us, here are some quick answers to your top questions.


Shipping With Us


Who can use your shipping services?

You must be a registered business to ship with DHL eCommerce Solutions.

Do you require certain and regular shipment volumes?

Whether you are project based or a daily shipper, there is no required shipping volume. However, there is a minimum revenue per pick up. Each pick up must be worth 200.00 USD.

Where can I find pricing information?

Our pricing varies based on your business’ shipping needs. We are happy to provide you with more information about shipping with DHL eCommerce Solutions upon request. You can get started by having a conversation with a sales representative.

What size shipments do you handle?

We generally ship smaller packages. However, the specific weights and sizes limitations vary based on where you are sending the shipment.  Check out our Shipping Services for specific sizes and weights.

Where can I ship with DHL eCommerce Solutions?

We service the U.S. and more than 220 countries and territories.

For international shipments, how are duties and taxes handled?

The duties and tax settlement depends on the destination country and on the shipping product you choose. For Parcel International Direct, duties and taxes are paid by the merchant. DHL eCommerce Solutions pays the duties and taxes and invoices back to the merchant. For our DHL Parcel International Standard and DHL Packet International, any applicable duties and taxes are collected at time of delivery.

Can I add Shipment Value Protection to my shipment?

Many of our products already include Shipment Value Protection up to a certain value. Check out our Shipping Services for more details.

How long does it take to start shipping with DHL eCommerce Solutions?

The onboarding timeline depends on the selected shipping product. While some products have a short implementation cycle and can begin shipping quickly, others can be more complex and require additional steps during the onboarding process (e.g. IT integration). You can get started by having a conversation about shipping with a sales representative.

Customer Web Portal


Do you have tools to manage shipments online?

Through the Customer Web Portal, customers can evaluate performance results, track parcels and analyze information about shipping costs to effectively manage shipping. In addition, recurring reports can be scheduled on a daily or weekly basis. Reports can be customized to include specific report elements important to your organization’s shipping objectives.

Where can I log in to the Customer Web Portal?

DHL eCommerce Solutions offers two Customer Web Portals. Registered customers can log in to the Americas Customer Web Portal and Asia Pacific Customer Web.

I forgot my portal log-in details, who can I contact?

If you’ve forgotten your login credentials to access the Customer Web Portal, kindly contact U.S. Customer Service at 1.800.805.9306 or eCS.AM.CS.AskCustomerService@dhl.com for assistance.

Need help with a shipment that is en route?


Let’s get you over to our Tracking and Customer Service areas. Once there, simply enter your tracking number and we’ll help you find the information you need.