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Undeliverable Shipments

Below you will find information regarding DHL eCommerce's actions if an international shipment is undeliverable.

International Undeliverable Shipment Policy

For this policy, “DHL eCommerce” refers to DHL eCommerce as carrier and the “Shipper” refers a customer of DHL eCommerce that is responsible for initiating a shipment and consigning goods for transportation. When using DHL eCommerce’s services, Shipper is agreeing, on its behalf or on behalf of anyone else with an interest in the Shipment that this policy shall apply.

“Shipment” means all documents or parcels that travel under one BOL and may be carried by any means DHL eCommerce chooses, including air, road, or any other carrier. A “BOL” shall include any label produced by DHL eCommerce automated systems, DHL eCommerce approved third party vendor system, Bill of Lading, electronic shipping manifest, driver summary manifest, or consignment note and shall incorporate these Terms and Conditions.

A Shipment is considered as undeliverable if (i) the Recipient's address is incomplete, illegible, incorrect or cannot be located, (ii) the Shipment is unable to clear Customs, (iii) the Shipment has not been released by customs due to non-payment of duty and taxes (iv) the Shipment contains prohibited items (v) shipment is refused by the consignee before opening the package.

All undeliverable Shipments will be returned to the DHL eCommerce facility for customer identification and return service preference. Shipper may be liable for any and all charges and fees incurred in returning, storing or disposing of an undeliverable shipment unless the undeliverable shipment was due to the fault of DHL eCommerce.