Sending and Returns
Get help creating, sending, tracking, and returning shipments
These FAQs cover common tasks such as creating a shipment online, printing labels, arranging pickups, tracking shipments, and handling returns.
Create a Shipment
You will need to have your shipment packed and ready to go - so that you can accurately enter its weight and dimensions.
Then, you can create a shipment online by entering the sender and receiver details, parcel weight and dimensions, shipment contents, and any required customs information. To get started with DHL Express online shipping services, use create a shipment.
Once the shipment is created using the online shipping platform, you can print the label and any other documents you need ready for pickup or drop-off.
Yes, but it is important to be as accurate as possible.
DHL Express weighs and measures all parcels once they arrive at service centers. If your estimated weight and dimensions are inaccurate, this may result in additional charges.
No. Shipments cannot be delivered to PO Boxes or postal boxes.
No. Only the United States Postal Service (USPS) is authorized to deliver to military addresses such as APO, FPO, or DPO.
If you need to cancel a shipment, contact Customer Service.
Printing Labels and Documents
Most browsers open a new tab or window to allow printing of the PDF label. To create a shipping label online you may need to check your browser settings to make sure the DHL Express account website is not blocked and is set as a trusted site.
If your browser settings are correct and you still cannot get to the print screen, contact Tech Support.
Only create shipments through the DHL Express account website if you, your shipper, or the person you assigned the shipment to has access to a printer to print shipping labels online aswell as your documents.
DHL Express couriers need all shipping labels, waybills, and other shipping documents ready with the parcels upon pickup. Couriers do not bring pre-printed documentation or printers in their vehicles. You can find a DHL Express location to print a label this way.
First, check the following:
- Make sure the printer is plugged into a power source
- Check that the printer is connected to your computer
- Verify the printer has paper and ink
If you still need help, you can find a DHL Express location with the location finder.
Yes, if:
- You are the person returning a shipment and were not given a pre-printed label
- You are creating a shipment and plan to include a return label and documents in the parcel
You do not need a printer if you are only emailing the return label and shipping documents to someone.
Pickup Questions
That depends on what is more convenient for you.
- Choose pickup if you want DHL Express to collect the shipment from your address. Schedule a pickup here.
- Choose drop-off if you prefer to take the parcel to a DHL Express location yourself
You can find a DHL Express location with the location finder.
No. If you need to change or cancel a pickup scheduled online, contact Customer Service.
This does not happen often, but it can happen if the parcel contains a prohibited item or if the necessary paperwork was not ready.
DHL Express can help arrange a new package pickup or a refund, contact Customer Service.
Contact Customer Service to re-schedule your pickup using the Courier Pickup email form.
Tracking and Monitoring
Yes. As your shipment moves through the DHL Express network, you use parcel tracking online and receive shipment status updates.
Use DHL Track and Trace.
This usually happens when the information available is not enough to track the shipment fully.
For example:
- The address may be incorrect
- Additional information may be required
- Clarification may be needed before the shipment can continue
This can usually be resolved quickly if you contact Customer Service.
DHL Express periodically recycles shipment waybill numbers for operational reasons. Occasionally, this means information may appear in the system at the same time for two shipments travelling under the same waybill number.
This can be confusing, but your physical shipment will still be heading to its correct destination and will receive the same careful attention as every other shipment in the network.
The pickup and delivery destinations shown in DHL Express tracking are based on the service station location providing that pickup and delivery.
Your shipment is still being delivered to the destination provided when the waybill was completed.
This status gives an indication of the customs clearance process from the destination side.
It can help you see early whether customs may need additional information for clearance. To learn more, review the detailed tracking information where available or explore our customs clearance guidance.
Returns and Returned Shipments
Return shipments can be created in DHL Express' shipping tools so that a label and supporting documents are available for the returner. Depending on the setup, the return labels may be printed, included in the outbound shipment, or emailed to the person making the return.
DHL Express will attempt to contact the recipient for a period of time in line with the destination country’s rules and regulations.
Examples of customer-related issues that can lead to a return include:
- Incorrect or insufficient delivery address information
- Inadequate description of contents
- Value discrepancies
- Other shipment information errors
If you were charged for a returned or cancelled shipment because of a DHL Express error, disputes should be submitted through the relevant dispute process. Examples of DHL Express errors include:
- Miscodes
- Missorts
- Deliveries made to the wrong address.
Yes, if you are the person returning the shipment and you were not given a pre-printed label, or if you are creating a shipment and plan to include a return label and documents inside the parcel.
You do not need a printer if you are only emailing the return label and shipping documents to someone.
Service Claims can be filed only for shipments that were delivered later than the committed date or time.
If the issue involves charges for returned or cancelled shipments caused by a DHL Express error, the correct route is to submit a dispute rather than a service claim.
Shipment Issues That May Affect Sending
If a shipment contains a prohibited item, the courier will not be able to accept it, and the shipment delayed, refused, or cancelled.
Before shipping, review item eligibility on the What Can I Ship? FAQ page or contact Customer Service
If paperwork is not ready when the courier arrives, the parcel may not be accepted for pickup. Missing or incomplete documents can also lead to delays later in the journey, especially for international shipments.
If your question is about customs paperwork, duties, taxes, or customs delays, visit:
