Scope of this Privacy Notice
Deutsche Post AG and its subsidiaries operating under the brand DHL (hereinafter called 'DHL') is pleased that you have visited our website and are interested in our company, products and services. It is important to us to protect your personal data during handling throughout the entire business process.
In the following, we explain what information DHL collects when you visit our website and how this information is used.
This Privacy Notice applies to all users of our services, websites, applications, features or other services anywhere in the world, unless covered by a separate Privacy Notice. This Privacy Notice applies to the following categories of individuals:
- Shippers: shippers, including their employees, or individuals who send a shipment
- Shipment receivers: any individual who receives a shipment
- Persons showing interest in us and our services
- Business partners: business partners, including their employees
- Employment candidates: individuals that apply for a job with us
All the above subjects are referred to as “you” or “your”.
What is Personal Data?
Personal data means any information relating to an identified or identifiable natural person ('data subject'); an identifiable natural person is one who can be identified, directly or indirectly, in particular by reference to an identifier such as a name, an identification number, location data, an online identifier or to one or more factors specific to the physical, physiological, genetic, mental, economic, cultural or social identity of that natural person. This includes information such as your real name, address, telephone number and date of birth. Information which cannot be linked to your real identity - such as favorite websites or number of users of a site - is not considered personal data.
This Privacy Notice applies for the data processing carried out by:
Deutsche Post AG
Data Protection Officer of controller, contact details:
Deutsche Post AG
Global Data Protection
If you have queries with regard to the processing of your personal data, please contact the Data Protection Officer.
If you have any further queries regarding data protection in connection with our website or the services offered there, please contact data protection:
What Are the Purposes of and the Legal Basis for the Processing of Personal Data?
DHL is committed to preserving the privacy of users of our websites. When you visit our web pages, The following data are collected: IP address, hostname of the accessing computer, website from which you accessed this website, a list of the sites you visited within the scope of our overall Internet presence, the date and duration of your visit, notification of whether the visit was successful, volume of data transferred, information about the identification data of the browser type and operating system used by you. Temporary storage of this data is necessary during your visit to the website in order to allow the website to be delivered to you. Further storage in log files is performed to ensure the functionality of the website and the security of our IT systems. The legal basis for the processing of the aforementioned data categories is therefore Art. 6 (1) (f) of the European General Data Protection Regulation (GDPR). Due to the said purposes, in particular to guarantee security and a smooth connection setup, we have a legitimate interest to process this data.
Additional personal information such as your name, address, telephone number or e-mail address is not collected unless you provide this data voluntarily, e.g. while completing an online contact form, as part of a registration, survey, competition or an information request.
The data are deleted as soon as they are no longer needed to achieve the purpose for which they were collected. For the provision of the website, this is the case when the session terminates. The log files (access logs) are kept for administrators to access directly and exclusively for a period of 24 hours. After that, they are only available indirectly through a restore from backup tapes and are permanently deleted after 30 days.
As far as you have enabled geo localization functions in your browser, respectively in your operating system we will use this data to offer you location-based services (e.g. location of the nearest branch, packing station etc.). The legal basis for geo-localization is your consent according Art. 6 (1) (a) GDPR by enabling the respective function. We will not use this data for any other purpose. If you disable this function your data will be deleted in due time.
Performance of a Contract
For pre-contractual and contractual reasons, we also need personal data to provide our services and comply with the obligations arising from contractual agreements concluded with you.
On dhl.com we offer the following services:
- Get a Quote
- DHL for Business
- Track & Trace
- Ship Now
- Customer Service
- Duty and Tax Prepayment
In order to get back to you via email or phone to make you an offer, you can use one of our Get a Quote services. Depending on the country you are residing and in order to get you to the right expert team or tool within DHL, we either ask whether you would like to ship parcels or documents, cargo / freight or international business mail and whether you are a business or private customer.
Based on this information your request will be directed to our business units [DHL Express, DHL Global Forwarding, DHL Freight, DHL Parcel, DHL eCommerce Solutions, DHL Paket] and you will immediately receive a product card with price and further details from the business unit(s) which offer best suits your request. It could also be that we ask you for the following details: country of origin and destination including city and postcode (we need an approximate origin and destination in order to give you a quote for your shipment as accurate as possible) and weight and dimension of the shipment. Depending on your request we might also ask the quantity, whether documents or dangerous goods are involved or whether it is palletized or stackable. This information is also forwarded to one of our business units [DHL Express, DHL Global Forwarding, DHL Freight, DHL Parcel, DHL eCommerce Solutions, DHL Paket] and you will immediately receive a product card shown with price and further details regarding your shipment and optional add-ons.
By clicking on the “continue to booking” button you will be forwarded to the respective business unit´s booking tool system [MyDHL+, myDHLi, MyDHL Parcel]. Hence, on dhl.com we basically do not collect or otherwise process your personal data for our Get a Quote service. However, if data is nevertheless considered personal, such as the city and postcode, the legal basis for this is the contract in progress (Art. 6 (1) b) GDPR) and a legitimate interest in being able to submit our offer as accurately as possible (Art. 6 (1) f) GDPR).
Provided that no statutory or contractual retention periods needs to be observed, your request will be stored for a maximum of 30 days with the relevant business unit which finally made the quote as proof of proper processing and for the purpose of further optimizing services. On dhl.com the respective data is stored for a maximum of 30 days if you have used the safe shipment service and unless not earlier deletes by yourself.
If you are using or DHL for Business service we ask you for the shipping destination, the volume and the frequency of the shipment. Based on this information and your shipping needs, your request will be send to our business units [DHL Express, DHL Global Forwarding, DHL Freight, DHL Parcel, DHL eCommerce Solutions, DHL Paket] and allocated to those which services best fit your requirements. In order to get in touch with you as soon as possible we also ask you for your company´s name, your name, business address, email address and phone number. This data will also be forwarded to the respective business units and is necessary to take steps at your request prior to entering into a contract and / or for the performance of a contract. The legal basis is therefore Art. 6 (1) b) GDPR.
Provided that no statutory or contractual retention periods need to be observed, your request will be stored for a maximum of 30 days with the relevant business unit which finally made the quote as proof of proper processing and for the purpose of further optimizing services.
You can use the Track and Trace service to track shipments addressed to you or sent by you, and also view the expected time of delivery. To this end the tracking information is sent to the respective business unit [DHL Global Forwarding, DHL Freight, DHL Parcel, DHL eCommerce Solutions, DHL Supply Chain] to find the status of the shipment. You will also receive all important detailed information about your shipment from the respective business unit. In addition, the sender or recipient can also receive further information about the shipment in question by e-mail or SMS. For this purpose, the e-mail address or mobile phone number of the recipient of the notification can be stored and the notification activated. In this context, the person entering the data must ensure that the notification recipient agrees to the processing of e-mail address, mobile phone number and notification.
The following data are processed as part of shipment tracking: shipment number, name and address of the sender, name and address of the recipient, e-mail address of the sender/recipient if applicable, name and address of the alternative recipient if applicable, customer data of the sender, product or service name, shipment history, signature of the recipient, confirmation that a minimum age has been checked (over 16/over 18).
The data are processed for the purpose of fulfilling the contract on the basis of Art. 6(1) (b) GDPR.
To enhance user convenience, when using shipment tracking DHL automatically generates a list of the last shipment number searched for via the shipment search: This function saves you having to re-enter the shipment number when checking the shipping status of your shipment. In this context, you can name individual shipments according to your preference (“Shipment title"). For this purpose, the application saves a list of the last shipment searches in a cookie.
Our Ship Now service leads you to our various customer portals of our business units [DHL Express, DHL Global Forwarding, DHL Freight, DHL Parcel, DHL eCommerce Solutions, DHL Paket] (e.g. MyDHL+, DHL eCommerce Web Portal, my DHLi or DHL Interactive). You can also continue as guest and you will be forwarded to our business unit which best meets you shipping needs. In any case we will not process your personal data at this stage. Same applies if you would like to schedule a redelivery. After a few questions about your shipment you will be directed to our various customer portals where you can arrange the redelivery in detail.
You can contact us at any time with questions via our Customer Service. Depending on the respective business unit, you will either be forwarded directly to the website of the respective business unit or we ask you to fill out a contact form beforehand, which requests the following data categories and then forwards them to the respective responsible business unit: your customer reference no., your name, the name of your company, postal address, email address and telephone no. country / region and the sector you are working for. The legal basis is Art. 6 (1) (b) GDPR, as this processing is carried out in order to prepare or to fulfil a contract. Furthermore, you provide the data voluntarily for the purpose of contacting us, so your consent is another legal basis, Art. 6 (1) (a) GDPR.
In addition you have the option to consent to promotional emails about our services. To this end we also forward your contact data to our business units [DHL Express, DHL Global Forwarding, DHL Freight, DHL Parcel, DHL eCommerce Solitions, DHL Paket] . The legal basis for this is your consent according to Art. 6 (1) (a) GDPR.
For select DHL eCommerce Solutions participating countries, you may be contacted via email and/or SMS for an option to prepay the import duties and/or taxes on your shipment. This service is optional and presented to you to help alleviate any delays in the customs clearance process in your residing country due to duty and tax collection. If you wish to not participate in this offering, you may select “No Thanks” on the website linked in the email/SMS or wait until the prepayment window expires.
If you would like to submit prepayment of duties and/or taxes on the website, you will be requested to enter your credit card information and billing details or checkout using your Paypal credentials. All transactions will be processed by our payment provider (Reach UK Ltd.). The payment provider will verify and authenticate the transaction based on the payment and billing information provided by you. Once successful payment is submitted, you will receive a payment confirmation email at the email address entered in the Billing Information section. Your shipment will continue to the destination country and clear customs with the duties and/or taxes paid (DDP).
The duty and/or tax payable by you is calculated by a customs broker based on the shipment information provided by the retailer/shipper responsible for the sale of goods. We do not accept liability or responsibility for any incorrect information supplied to us by the retailer/shipper in relation to the items shipped. All email/SMS requests for the Duty and Tax Prepayment service will be sent to the recipient’s email and phone number provided to us by the retailer/shipper.
Further information on data protection in specific services and products is available at the relevant divisional Customer Portal and / or the respective local privacy notice.
Processing for Advertising Purposes
When you visit our web page we offer you a broad variety of information about DHL, about our products, services and events. In particular you can get information about our:
- Events & Webinars
If you would like to participate in one of our Events and/or Webinars, you will be redirected to the appropriate registration page. There we basically collect the following personal data: your name, your email address and who is your main contact at DHL. Depending on the respective sector we may also ask for your company name, your seniority and whether you have previously done business with DHL. The legal basis is Art. 6 (1) (b) GDPR, as this processing is carried out in order to fulfil the contract (attending the event).
You have the option there to consent to promotional emails about our services. To this end we also forward your contact data to our business units [DHL Global Forwarding, DHL Freight, DHL Parcel, DHL eCommerce Solutions, DHL Supply Chain] . The legal basis for this is your consent according to Art. 6 (1) (a) GDPR. You may unsubscribe at any time by clicking the relevant link at the bottom of the Spotlight mail. You can also revoke the consent at any time with effect for the future using the contact address provided.
If you subscribe to DHL Spotlight to know first about new articles we only collect your email address and it is not used for any other purpose. The legal basis for this is your consent according to Art. 6 (1) (a) GDPR. You may unsubscribe at any time by clicking the relevant link at the bottom of the Spotlight mail. You can also revoke the consent at any time with effect for the future using the contact address provided. If you unsubscribe from Spotlight or revoke your consent, the corresponding data will be removed or blocked from the mailing list and will no longer be processed for these purposes.
Notwithstanding the foregoing, if you are an existing DHL customer, your postal data (e.g. name, address) will be processed to contact you in order to provide you with the latest information about our offers, news, products and services. Apart from an existing consent, which is based on Art. 6 (1) a) GDPR, we will process your e-mail address exclusively in order to provide you with information regarding DHL own and similar products. Legal basis for the aforementioned processing to keep you updated regarding our own and similar products is Art. 6 (1) f) GDPR. The processing of customer data for own direct marketing purposes is regarded as carried out for a legitimate interest. You have the right to object at any time to the said processing. To exercise your right, simply get in touch with us by using the contact details mentioned under "Who is Responsible".
Data Retention & Third Parties
Career opportunities within Deutsche Post DHL Group are as diverse as our teams all over the world. With approximately 590,000 employees in over 220 countries, we connect people, improving their lives. If you would like to apply for one of our open jobs you will find more information here and, also on data protection, here.
We will keep your data for as long as necessary to fulfill our purposes, to execute our contracts and to comply with any legal obligation. The retention period may differ per country based on applicable country laws.
We continuously strive to minimize the retention period of data where the purpose, the law or contracts allows us to do so. The data that we collect based on your consent will be kept until you withdraw your consent.
DHL does not share, sell, transfer or otherwise disseminate your personal data to third parties and will not do so in future, unless required by law, unless required for the purpose of the contract or unless you have given explicit consent to do so. For instance, it may be necessary to pass on your address and order data to our contractors when you order products. Further information on data protection in specific services and products is available at the relevant Customer Portal.
However, in the context of the data processing as described in this Privacy Notice and the respective legal basis given, DHL will transfer your data to the following categories of recipients:
- DPDHL Group companies: transfer is required within the DPDHL Group, its legal entities and shared service centers to provide and improve our products and services (e. g. our Get a Quote or Frequent Shipment Services). Transfers can also occur to manage our relationship with you, to identify you, to answer your requests and to comply with your privacy rights.
- Third party business partners: The transfer to third party business partners is limited to what is required by applicable law and / or in order to fulfill our contractual obligations.
- Third party processors: which process data are contractually obliged to maintain strict confidentiality as per Art. 28 GDPR. DHL retains responsibility for safeguarding your personal data in such circumstances. The business partners follow the instructions of DHL, and this is guaranteed by technical and organizational measures, as well as by means of checks and controls.
- Public authorities: transfer is required by applicable law (e.g. to fulfil a legal obligation during shipment processing).
Your data is only transferred outside the European Economic Area (EEA) to other Deutsche Post DHL Group companies, third party business partners or public authorities when permitted by applicable data protection law. In such cases, we will make sure that appropriate safeguards are in place to ensure the transfer of your data (e.g. our binding corporate rules, standard contractual clauses).
You can obtain your information by contacting data protection here:
The right to object applies for all processing of personal data which is based on Art. 6 (1) f) GDPR.
You have the right to withdraw your consent with effect for the future at any time.
To exercise your right, simply get in touch with us by using the contact details mentioned under "Who is Responsible" or via the button below:
How About Data Security
DHL takes the security of your data very seriously. We have implemented various strategies, controls, policies and measures to keep your data secure. We keep our security measures under close review. We use safeguards such as firewalls, network intrusion systems, and application monitoring. Where appropriate, we secure your data by using pseudonymization and encryption techniques when storing and transferring your data. For instance, your data is saved in a secure operating environment which is not accessible to the public. In certain cases, your personal data is encrypted by Secure Socket Layer technology (SSL) during transmission. This means that an approved encryption procedure is used for communication between your computer and the DHL servers if your browser supports SSL. We ensure that there are strict physical access controls in our buildings and certified data centers.
As a part of our security strategy, we have set up auditing programs to make sure that our systems and services comply with the DPDHL information security policy, and by extension the ISO 27001 standard.
In addition, we are taking a number of ongoing measures to reduce risk, such as (but not limited to) training our employees regularly and organizing incident simulation exercises by our Cyber Defense Center.
Should you wish to contact DHL by e-mail or contact forms, we would like to point out that the confidentiality of the information sent cannot be guaranteed. The contents of (e-mail) messages can be read by third parties. We therefore recommend you send us confidential information only by post.
Find additional information on our Terms and Conditions in the following areas:
The shipper or consignee must contact DHL Global Forwarding prior to the tender of the shipment(s).
Bill of Lading
The documents made out by or on behalf of the shipper that constitute the contract between the shipper and DHL Global Forwarding for the carriage of freight.
Assembly / Distribution
Service The acceptance of two or more shipment parts from multiple shippers at a single origin airport; the assembly of such parts into one shipment for transportation purposes; and/or the distribution of two or more shipment parts to multiple consignee addresses at a single destination airport.
Beyond Delivery (*)
Pickup or delivery area (*) in the DHL Global Forwarding Service Guide, indicating additional charge applicable.
Business Day / Holidays
Business day is defined as 8:00 a.m. to 5:00 p.m. Monday through Friday, excluding Saturdays, Sundays and holidays.
Observance of local holidays may cause delivery delays. Deliveries scheduled on a holiday will be rescheduled for the next business day.
Equivalent to transportation, refers to movement of shipments, including all services and operations of DHL Global Forwarding incidental thereto.
Equivalent to the term "shipment," one or more pieces tendered by one shipper at one time, at one address, and receipted for in one lot, and moving on one Bill of Lading to one consignee at one destination address.
The person or company whose name appears on the Bill of Lading as the party to whom the shipment is to be delivered by the forwarder.
Jewelry with a declared value or actual value of less than $100.00 per pound.
The transportation of inbound shipments from the airport or the DHL Global Forwarding terminal to the consignee.
DHL Global Forwarding.
Inside Pickup and Delivery
Pickup and delivery at locations other than a loading dock/platform or outside entrance of a building.
Refers to any national, state or local holiday.
Any shipment consisting of an individual piece of unusual shape, or weighing over 250 pounds, or with a dimension exceeding 60 inches.
The transportation of outbound shipments from the shipper to the airport or the DHL Global Forwarding terminal.
Repeated delivery attempts of shipments that cannot be delivered on the first attempt and is returned to the DHL Global Forwarding terminal.
Regular Delivery Service
The transportation and delivery of inbound shipments during regularly scheduled trips from the airport or DHL Global Forwarding's terminal to the consignee.
Regular Pickup Service
The transportation of outbound shipments from the shipper to the airport or DHL Global Forwarding terminal on regularly scheduled trips.
A single consignment, consisting of one or more pieces, moving from one shipper at one time, at one address, and receipted for in one lot, and moving on one Bill of Lading or shipping document to one consignee at one address.
The person or company whose name appears on the Bill of Lading as the party who tenders a shipment to DHL Global Forwarding.
Special Pickup and/or Delivery Service
The pickup and/or delivery of a shipment:
- After hours or Saturdays, Sundays and holidays
- Where pickup and/or delivery must be made at a specific time or by appointment only
- Where a vehicle must be specially dispatched or rerouted at the request of the shipper or consignee
- Where forwarding schedules require special service to meet service parameters
Defined as shipments which comply with the rules and regulations of DHL Global Forwarding Rules Tariff No. 1 and all laws, ordinances, and other governmental rules and regulations governing their transportation by DHL Global Forwarding.
Shipments Not Acceptable
DHL Global Forwarding will not accept for transportation or be responsible for the following goods:
- Anything prohibited by law
- Banknotes, bills of exchange, bonds, certificates, coins, currency of any nation, deeds, evidence of debt, mortgages, uncancelled revenue or postage stamps, stock certificates, shares, share coupons, travelers checks, war savings and savings stamps, any form of negotiable paper or instruments
- Gold and silver bullion, coined or un-coined, concentrates, cyanide, precipitates, sulfides or any other form of gold or silver bullion or precious metals including platinum
- Gems, cut or uncut, precious or semi-precious
- Human remains (cremated or disinterred)
- Liquor, beer, wine or spirits
- Shipments not properly packed or of inherent nature such that transportation could not be furnished without loss or damage to these shipments (used containers, containers that are open, broken, rattle, etc)
- Live animals, birds, fish, reptiles, and insects
- Furniture, household goods, personal effects, used-not for resale
- Shipments consigned to Post Office Boxes or "To Order Of"
- Shipments not expressly covered elsewhere but likely to cause damage to other shipments, equipment, crew or passengers
- C.O.D. shipments with a C.O.D amount exceeding $50,000
Shipments Acceptable Under Special Conditions
Consignments in the following categories will be accepted for carriage only when advance arrangements have been made with DHL Global Forwarding or DHL Global Forwarding's representative:
- Shipments with a declared value or shipment value protection requested exceeding $100,000
- Shipments consisting of individual pieces of unusual shape, or weighing over 250 pounds or with a dimension exceeding 60 inches
- Shipments requiring special handling devices, tailgate equipment, special attention or care enroute
Right of Inspection
As permissible by law, DHL Global Forwarding reserves the right to open and inspect shipments and to notify the appropriate authorities if they contain contraband, illegal materials or controlled substances. Charges for Weight Transportation charges for a shipment will be assessed on the gross weight of the shipment based on the greater of the following:
- Actual weight
- Cubic dimensional weight
- Minimum weight (where applicable)
Cubic dimensional weight will be derived from the cubic measurement of the shipment in whole inches (length x width x height) on the basis of one pound for each 194 cubic inches (for Domestic Air) or fraction thereof. Fractions of pounds will be assessed at the charge for the next higher pound. DHL Global Forwarding may re-weigh a shipment and rate it accordingly.
DHL Global Forwarding provides, at added cost, excess declared value protection for shippers who elect to declare a value in excess of DHL Global Forwarding's tariff liability ($.50 per pound, $50.00 minimum). By declaring the actual value of their goods, shippers are afforded protection against loss or damage to their shipment caused by carrier or forwarder negligence.
Shipment Value Protection
DHL Global Forwarding provides, at added cost, all risk shipment value protection. Shippers who elect to purchase shipment value protection by entering an amount in the shipment value protection section on the DHL Global Forwarding Bill of Lading are entitled to all the benefits of declared value protection plus the added protection against loss or damage caused by adverse weather, earthquakes, etc., commonly described as acts of God.
Consequential, Incidental, & Special Damages
DHL GLOBAL FORWARDING WILL NOT BE LIABLE FOR SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, REGARDLESS OF DHL GLOBAL FORWARDING KNOWLEDGE THAT SUCH DAMAGES COULD BE INCURRED.
- Anything prohibited by law
Preparation By Shipper
The shipper shall be responsible for preparing and presenting a non-negotiable DHL Global Forwarding Bill of Lading with each shipment tendered for transportation. Shipments will be subject to DHL Global Forwarding Rules Tariff #1 and tariffs governed thereby. If the shipper fails to present such Bill of Lading to DHL Global Forwarding at the time of tendering the shipment, DHL Global Forwarding may accept the shipment if accompanied by a non-negotiable shipping document or memorandum. No DHL Global Forwarding Bill of Lading or other shipping document or memorandum issued or accepted by DHL Global Forwarding shall be negotiable. Each such shipment, regardless of the form of the shipping document or memorandum accepted by DHL Global Forwarding shall be subject to DHL Global Forwarding's tariffs in effect on the date of acceptance of such shipment.
Preparation, Completion or Correction By DHL Global Forwarding
DHL Global Forwarding will, at the request of the shipper, prepare the Bill of Lading on behalf of the shipper. If the Bill of Lading delivered with the consignment does not contain all required information, or if the Bill of Lading contains any error, DHL Global Forwarding may complete or correct the Bill of Lading to the best of DHL Global Forwarding's ability without liability or obligation to do so.
The terms and conditions of the DHL Global Forwarding Bill of Lading shall apply at all times while the shipment is being handled and shall be binding upon the shipper, the consignee and DHL Global Forwarding.
Apparent Order & Condition of the Consignment
If the condition of the consignment and/or packaging is different from the shipper's description, DHL Global Forwarding shall insert on the Bill of Lading the apparent order and condition of the shipment as received by DHL Global Forwarding.
Packing & Marking Requirements
Consignments must be packed in a way to: 1) insure safe transportation with ordinary care in handling, and 2) not injure persons or damage property. Each piece shall be legibly and durably marked with the name and full address of the shipper and consignee, with the marks and numbers appearing on the Shipper's Letter of Instruction (SLI) or Bill of Lading.
Applications of Service Guide
Except as otherwise provided herein, this guide is applicable with all DHL Global Forwarding tariffs and subsequent replacements and revisions, and is governed by DHL Global Forwarding Rules Tariff #1.
Except as otherwise proved herein, the guide contains rules, regulations, pickup and delivery points and charges that apply as follows:
The City Served section of this guide names a representative list of cities where pickup and delivery services are provided.
For cities not listed, contact your local DHL Global Forwarding office The pickup and delivery services are also governed by the same rules and regulations that govern the airport-to-airport transportation of the respective shipments, including cubic measurement provisions as provided.
Application of Rates & Charges
- Rates and charges are published in United States currency and are payable in lawful currency of the U.S.
- Unless otherwise provided, charges will be assessed on the actual, chargeable or minimum weight; whichever is
- Charges will be assessed at the rates in effect on the day of acceptance of the shipment by DHL Global Forwarding
- In computing charges, fractions of less than one-half cent will be omitted and fractions of one-half cent or more will be considered as one cent
- Fractions of pounds will be assessed at the charge for the next higher pound
- Dimensional weight charges will be assessed in accordance with DHL Global Forwarding Rules Tariff #1
Pickup and delivery service will be provided at no additional charge, unless designated in this Guide as a Beyond (*) area, or is not listed, and are subject to the following provisions unless otherwise specified:
- Special pickup or delivery must be arranged in advance for any shipment defined as Shipments Acceptable Under Special Conditions
- Special pickup or delivery service will be provided only on instructions from the shipper (on the waybill or other shipping document) or from the consignee. DHL Global Forwarding must receive such instructions prior to removal of the shipment from the terminal at destination
- Additional fees will be charged for special pickup and/or delivery services
- Pickup and/or delivery service will not be provided when addresses are not directly accessible to vehicles. Shipments will not be handled beyond loading platforms, shipping rooms or doorways directly accessible to vehicles unless advance arrangements are made and applicable special handling charges assessed
- Loading and unloading incidental to pickup and delivery service will not be provided for pieces that cannot be loaded or unloaded by one person (a single piece weighing in excess of 250 lbs.), unless advance arrangements have been made
- Special pickup and/or delivery service will be provided only upon advance arrangements
- Responsibility for non-observance of conditions relating to shipments which are not acceptable for carriage rests upon the shipper and consignee, who jointly and severally are liable to DHL Global Forwarding for any loss, damage, delay, liability or penalties which may result from any such shipments
DHL Global Forwarding will make all reasonable efforts to deliver each shipment to the consignee at the address specified.
If a shipment is undeliverable for any reason, DHL Global Forwarding will notify the shipper to arrange for the shipment's return. The charges associated with the original shipment remain due and payable within 15 days from the invoice date. On receipt of the shipper's instructions, the shipment will be held for pickup, re-delivered or returned to the shipper, and the shipper will be billed for the applicable charges.
If no instructions are received from the shipper within 60 days of the date of shipment, DHL Global Forwarding will dispose of the shipment at public or private sale.
DHL Global Forwarding has the option to charge for each re-delivery of a shipment when the initial attempt at delivery cannot be completed. After three (3) attempted deliveries or ten (10) business days from the date of the shipment, whichever occurs first, the shipment will be considered undeliverable (see Undeliverable Shipments).
Special Handling Fees
Additional charges may apply for shipments picked up or delivered at a steamship dock, wharf or pier, private residence, or convention or trade show. Contact your local DHL Global Forwarding office.
A shipment which cannot be delivered on the first attempt of delivery to the consignee, will be returned to DHL Global Forwarding's terminal and the consignee notified. Re-delivery will be made only upon request of the consignee or shipper and will be performed by regular delivery service or by special delivery service in accordance with instructions from the consignee or shipper. An additional delivery charge may apply for each subsequent attempted delivery of such shipment
- Detention of Vehicle/Waiting Time: When vehicles are held for loading and/or unloading, an added fee per hour or part thereof per vehicle will be made for all time in excess of 20 minutes. Charges based on time will be computed by multiplying the hourly rate by the time involved
- Storage Charge: At destination, DHL Global Forwarding will store non-hazardous or nonperishable shipments without charge for up to 72 hours from the time of arrival, excluding of Sundays and legal holidays. After 72 hours, DHL Global Forwarding, at its option, may continue to hold such shipment as agent for the shipper or consignee for an additional charge
- Two-Man Service: An additional charge per shipment, in addition to all other applicable charges, will be assessed for pickup or delivery where DHL Global Forwarding requires an additional person to complete pickup or deliver
- Liftgate Service: An additional charge per shipment, in addition to all other applicable charges, will be assessed for pickup or delivery requiring the use of liftgate equipment
- Inside Pickup or Delivery: An additional charge will be assessed for inside pickup or delivery of shipments in excess of 100 pounds
Rates and charges published herein and in tariffs governed hereby are stated in United States currency and are payable in lawful currency of the United States.
DHL Global Forwarding is not required to provide credit privileges. The invoice date begins the credit term cycle and payment is due upon receipt of invoice. Failure to keep the account current will result in the account being placed on a "cash only" status. This status may impair the ability to use DHL Global Forwarding's services and have an effect on any discount program. In the event a lawsuit is brought by DHL Global Forwarding to collect charges, the party responsible for DHL Global Forwarding's charges will be liable for all reasonable costs thereof which include, but are not limited to, attorney fees, interest and court costs. Please refer to the DHL Global Forwarding Bill of Lading for Conditions of Contract.
Refunds for overpayment of transportation charges will not be issued to the extent the account is more than 60 days past due, and overpayment will be applied against any invoices that are more than 60 days past due.
- Prepaid means charges will be billed to and paid by the shipper
- Collect means charges will be billed to and paid by the consignee
- Third Party means charges will be billed to and paid by someone other than the shipper or consignee. Note: The shipper is liable for, and will be billed for, all charges and fees, plus all special handling fees, if the consignee or third party refuses to make payment
- Cash On Pickup means charges are collected in advance and prior to the shipment moving
- F.C.C.O.D. means freight charges will be collected from consignee on delivery
DHL Global Forwarding offers C.O.D. Service consisting of carriage of goods to the consignee, collection of cash (subject to limitations), cashier's, certified, traveler's or company check or money order made payable to the shipper, and delivery of a check or money order to the shipper of the goods. The shipper of the goods via C.O.D. Service is responsible for specifying the type and amount of the check or money order to be collected on the Shipper's Receipt or shipping document. The full amount of the C.O.D. and all other collect charges is payable in cash (subject to limitations), cashier's, certified, traveler's or company check or money order.
No privileges of examination or trial will be given prior to collection of the C.O.D. No partial collection of the amount of the C.O.D. will be made. No partial delivery of a C.O.D. shipment will be made unless the full amount of the C.O.D. has been collected.
If the consignee cannot be located, or fails or refuses for any reason to pay the C.O.D. amount, the shipment will be treated as an Undeliverable Shipment. Any such shipment which the consignee refuses to accept from DHL Global Forwarding may be stored or disposed of at the shipper's sole risk and expense, and any costs for storage and disposal of such goods may be charged to the shipper's account and shall be recoverable by DHL Global Forwarding.
Checks (including cashier's, certified, traveler's and company checks) and money orders for the C.O.D. amount will be collected at the shipper's sole risk. DHL Global Forwarding shall have no liability for any loss, including, but not limited to, risk of non-payment and/or forgery.
After collection, the C.O.D. check and money order will be promptly forwarded to the shipper via U.S. mail (certified).
The shipper may arrange release of shipper's C.O.D. amount – the release of the shipper's C.O.D. amount only in the following manner:
- By instructions placed on the Shipper's receipt or other shipping documents at the time of acceptance by DHL Global Forwarding
- By written order to DHL Global Forwarding at origin
The following restrictions apply to C.O.D. Service:
- The maximum C.O.D. amount is $50,000.00 per shipment by cashier's, certified, traveler's or company check
- C.O.D. collections in cash will not exceed $1,000.00
- C.O.D. service is not available on shipments moving in an Assembly or Distribution Service
DHL Global Forwarding limits its liability on this Web site and any offers made through this site to its standard terms and conditions for North America as stated in our North America Service Guide, our Air Waybills of Lading or Bills of Lading and this Web site. In the event of a dispute, the "place of suit" for all legal obligations shall be brought in the City of Plantation, State of Florida, USA.
Changes to Privacy Notice
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