DHL Shipping FAQs: Delivery, Customs, Freight and More

DHL offers several types of shipping and logistics services:

• DHL Express for time-sensitive international documents and packages
• DHL eCommerce for high-volume domestic and international business parcels
• DHL Global Forwarding for air, ocean, and other freight shipments
• DHL Supply Chain for warehousing, fulfillment, and contract logistics

Availability depends on the shipment type, destination, and customer requirements.

Use DHL Express for urgent international packages and documents, DHL eCommerce for high-volume domestic and international parcels, and DHL Global Forwarding for pallets, containers, or other freight. DHL Supply Chain is intended for businesses that need broader logistics support, such as warehousing or fulfillment.

Use the DHL quote tool to find options for your shipment.

Account requirements depend on the DHL service you use. In some cases, you can send a shipment without creating an account. However, an account may be beneficial for businesses that ship regularly and want access to business pricing, shipping tools, integrations, and additional features.

You can book eligible DHL Express shipments as a guest. If you ship frequently, opening a DHL Express Business Shipping Account can simplify shipment management and provide access to additional services and pricing options.

DHL eCommerce services are intended for business and high-volume shippers, to learn about available account options contact DHL eCommerce support or review the DHL eCommerce FAQs for Business Shippers.

For air, ocean, road, and rail freight services, you can request an initial DHL freight quote without an account or contact DHL Global Forwarding for information about account setup and freight solutions.

Yes. Private and occasional senders can use DHL Express without a Business Shipping Account. Businesses can use DHL Express and may also qualify for DHL eCommerce, DHL Global Forwarding, or DHL Supply Chain services, depending on their shipping and logistics needs.

Complete the DHL business shipping profile to be connected with the appropriate DHL team. For international express shipping, you can also apply directly for a DHL Express Business Shipping Account. For air, ocean, road, and rail freight services, you can open a DHL Global Forwarding account.

Write the recipient’s complete address clearly and exactly as it is used at the destination. Include the recipient’s name, street address, city, state or province where required, ZIP or postal code, and country. Double-check all details before sending the shipment.

You generally need the recipient’s full name, company name if applicable, street address, city, ZIP or postal code, and destination country. A telephone number and email address may also be required to provide delivery updates or resolve problems.

A ZIP Code is the postal-code system used in the United States. Other countries use terms such as postal code or postcode and may follow different formats. Enter the code exactly as it is used in the destination country.

A missing or incorrect postal code can prevent DHL from locating the address. The shipment may be considered undeliverable or returned to the sender if the correct information cannot be obtained.

It depends on the DHL service and the shipment’s status. DHL eCommerce cannot change an address after the package has left the merchant, so the recipient should contact the merchant or online store. For eligible DHL Express shipments, recipients can check available delivery options through DHL On Demand Delivery. For further help, use the DHL Customer Service tool with your tracking number.

The process depends on the DHL service you are using. Enter the shipment, sender, recipient, and, where required, customs details. The relevant shipping tool or business portal will then generate the shipping label and any associated documents.

For time-sensitive express shipments, you can create a DHL Express shipment as a guest or If you ship regularly, you can open a DHL Express Business Shipping Account for fast, international shipping.

Business customers using DHL eCommerce shipping services generally create and manage shipments through their designated shipping systems.

You generally need the sender’s and recipient’s names, addresses, and contact details, along with the package weight, dimensions, contents, and shipment value. International shipments may also require an HS code, reason for export, and payment instructions.

Attach the label to the largest, flattest surface of the package. Keep it away from edges and seams, make sure the barcode is fully visible, and remove any old labels. DHL also recommends placing a spare label or waybill number inside the package.

Choose packaging based on the item’s weight, size, shape, value, and fragility. Place the item in the center of the box, fill all empty space to prevent movement, and seal every seam securely with strong packing tape. See DHL Express packing and shipping guidance for more information.

Use a high-quality corrugated cardboard box that is appropriately sized for the contents. A single-wall box may be suitable for lighter, non-fragile goods, while heavy or delicate items should generally be packed in a double- or triple-wall box.

It is recommended to place the contents in the center of the box with at least 2.4 inches of clearance from the walls and corners. Fill all empty space so the contents cannot move. Wrap multiple items separately and use dividers where needed. Fragile items may benefit from the box-in-box method.

DHL advises against using old, worn, or weakened boxes because they may no longer provide sufficient protection. A reused box should only be considered if it remains strong, undamaged, and suitable for the shipment’s weight and size.

Yes. Fragile and heavy goods may require stronger double- or triple-wall boxes, additional cushioning, and individual wrapping. High-value goods may also need extra protective measures. Large or palletized shipments must be prepared for stacking, forklift handling, tilting, shocks, and vibration. DHL provides separate packing guidance for large and heavy shipments.

The right location depends on the DHL service you are using. For time-sensitive international shipments, use the DHL Express Location Finder to find your nearest DHL Express ServicePoint for fast and convenient shipment drop-off. For more information about DHL Express ServicePoints and available drop-off options, see DHL Express Drop & Ship. If you're shipping high-volume domestic or international business parcels with DHL eCommerce, use your customer portal or contact DHL eCommerce Customer Service for support. For freight shipments, DHL Global Forwarding customers can contact a local expert or use the DHL Global Forwarding Help Center to find the appropriate office.

Opening hours depend on the type of DHL location and service. For a DHL Express ServicePoint, use the DHL Express location finder and check the individual listing for its address, opening hours, and available services. For DHL eCommerce or freight-related locations and services, contact the relevant DHL customer service team for current information.

Opening hours vary by location. Some DHL Express ServicePoints and authorized partner locations may be open on Saturdays or Sundays, while others only operate on weekdays. Check the specific location before visiting.

Holiday hours and service availability may differ from the regular schedule. Holidays can also affect pickup, transit, and delivery times. Check your location’s page or contact DHL Customer Service before shipping.

Pickup options depend on the DHL service and shipment type. If you are looking for fast, time definite shipping, DHL Express offers convenient pickup options for your shipment. For more information, explore DHL Express Shipping. Business customers using DHL eCommerce services can contact DHL eCommerce support to confirm available pickup options. For air, ocean, road or rail freight, contact a DHL Global Forwarding expert. 

Delivery time depends on the DHL service, origin, and destination. DHL Express typically delivers international shipments within 1–3 business days. DHL eCommerce delivery times vary by route and service. Use the DHL shipping calculator to check the estimated transit time for a specific shipment.

Delivery times depend on the DHL service, route and destination. Some DHL Express services offer delivery by a specified time, while DHL eCommerce delivery schedules may depend on the service and local delivery provider. Check DHL tracking for the latest updates on your shipment.

DHL does not have one universal delivery cut-off time. Delivery schedules vary by division, service, route, and destination. Some DHL Express products have defined delivery commitments, while parcel and e-commerce deliveries follow local delivery schedules.

Yes. DHL provides an estimated transit and delivery timeframe when you request a quote. Once the shipment is in transit, enter the tracking number in the DHL tracking tool to view the latest status and available delivery information. Estimates are guidance and may change during transit.

Delays may be caused by customs clearance, adverse weather, public holidays, strikes, operational backlogs, incorrect shipment information, or the shipment’s size and contents. Delivery times can also vary according to the origin, destination, and selected service.

Enter your tracking number in the DHL tracking tool. The tracking results identify the DHL division handling the shipment and display the available shipment information. For an online purchase, the merchant or online store normally provides the tracking number.

Options depend on the DHL service and shipment. Eligible DHL Express recipients can change the delivery date, collect the shipment from a DHL Express ServicePoint or locker, or request delivery to another address. For DHL eCommerce shipments, the delivery address cannot be changed after the package leaves the merchant.

Check the delivery notice and tracking information for the available options. Eligible DHL Express recipients may be able to reschedule delivery, collect the shipment from a DHL Express ServicePoint or locker, or choose another delivery option.

First, check the shipment status in the DHL tracking tool. For DHL Express, contact DHL Express Customer Service if the tracking information does not resolve the issue. For DHL eCommerce, contact the merchant or online store if the shipment has not arrived within 10 days of the expected delivery date, as the merchant must open the investigation.

Enter the tracking number in the DHL tracking tool to view the available delivery information. For eligible DHL Express shipments, a proof-of-delivery document may be available from the detailed tracking results and may include the recipient’s signature.

DHL offers a range of international shipping solutions based on your shipment size and needs. For documents and time-definite shipments, use DHL Express. For time-sensitive express shipments, you can create a DHL Express shipment as a guest or, if you ship regularly, open a DHL Express Business Shipping Account for fast international shipping. For high-volume B2C international parcel shipments, DHL eCommerce provides cost-effective cross-border delivery solutions. For larger freight shipments, request a freight quote or contact DHL Global Forwarding.

Use DHL Express for time-sensitive international documents and packages, DHL eCommerce for high-volume business parcel shipping, and DHL Global Forwarding for pallets or larger air, ocean, road, or rail freight shipments. The DHL shipping calculator can help you compare available options.

DHL Express shipments generally take 1–3 business days. DHL Parcel International Direct typically takes 3–10 business days, while other DHL eCommerce services may vary. Use the DHL quote tool to check the estimated transit time for your shipment.

You need the recipient’s name, complete address, and contact details, along with the package weight, dimensions, and a clear description of every item. For goods, customs information may also include the value, quantity, country of origin, and Harmonized System code.

International delivery times can be affected by the selected service, origin and destination, customs clearance, weather, strikes, operational backlogs, and missing or inaccurate shipment documents. Providing complete addresses, goods descriptions, values, and customs information can help prevent delays.

Most international goods shipments require a transport document, such as a waybill or freight document, together with a commercial or pro forma invoice. Depending on the contents, value, origin, and destination, you may also need a certificate of origin, export or import license, permit, or other regulatory document. Before shipping, check the relevant customs guidance for your shipment type, including DHL Express customs document guidance and DHL Global Forwarding customs services information.

A pro forma invoice is a preliminary document that lists the goods, estimated value, and proposed terms of a transaction. Unlike a final commercial invoice, it is not evidence of a completed sale.

DHL states that most international goods shipments require either a commercial or pro forma invoice. The correct type depends on the reason for export, the transaction, and the destination’s customs requirements. Commercial sales generally require a commercial invoice, while DHL’s shipping tools can help determine which document applies to your shipment.

Include the shipper’s and recipient’s details, tax or identification numbers where required, the reason for export, currency, Incoterm, and any freight, insurance, or packaging costs. Each item should have an accurate description, HS code, country of origin, quantity, weight, and declared value.

When printed documents are required, place them in a clear, self-adhesive document pouch on the outside of the package. Do not seal customs documents inside the box. Depending on the DHL service, customs documents may also be submitted electronically. Eligible DHL Express shipments can use Paperless Clearance instead of attaching printed copies.

Customs authorities review the shipment’s documents, contents, value, origin, and classification to confirm that it meets import rules. They may assess duties and taxes, request more information, or inspect the package before releasing it. For more information, see the DHL Customs Clearance and Customs Declaration FAQs.

Responsibility for duties and taxes depends on the shipment terms, the selected DHL service, and the agreement between the sender and recipient. The recipient commonly pays these charges, but some DHL services allow eligible business shippers to bill them to the sender or another party. 

Charges depend on the HS code, declared value, country of origin, destination rules, and sometimes shipping and insurance costs. Import taxes may also be calculated on the goods’ value plus freight, insurance, and duties. For more information, see the DHL Customs Clearance and Customs Declaration FAQs.

Payment options depend on the DHL service and shipment terms. For eligible DHL Express shipments, duties and taxes can be paid online before delivery or billed to the shipper. DHL eCommerce international services may offer duties-paid and duties-unpaid options. DHL Global Forwarding also provides customs services for business customers.

Common causes include missing or inaccurate documents, vague goods descriptions, incorrect values or HS codes, unpaid duties and taxes, compliance checks, and physical inspections. Complete and accurate customs information helps reduce delays.

DHL prohibits or restricts certain goods for legal, safety, or operational reasons. Examples may include firearms, illegal drugs, hazardous materials, currency, jewelry, human remains, and some animal products. Rules vary by DHL service and destination, so check DHL’s restricted commodities guidance before shipping.

Alcohol is a restricted commodity and cannot be shipped through every DHL service or by every sender. Acceptance depends on the alcohol content, origin, destination, licensing requirements, and applicable DHL agreement. Contact DHL Customer Service before preparing the shipment.

International alcohol shipments may require licenses, compliant packaging and labeling, accurate customs documents, and payment of duties, taxes, or excise charges. Rules differ by origin and destination, and higher-alcohol products may also be classified as dangerous goods.

A Safety Data Sheet, formerly called an MSDS, may be required when a product contains chemicals, batteries, flammable liquids, or other potentially hazardous substances. It provides information about the product’s composition, hazards, handling, and emergency procedures.

Confirm that DHL accepts the item, identify its dangerous-goods classification, and check the rules for the origin and destination countries. The shipment must be correctly packaged, marked, labeled, and documented. Depending on the goods, DHL may require an approved account, a contractual agreement, a Dangerous Goods Declaration, an SDS, or permits. For more information about dangerous goods transportation and service requirements, see DHL's guidance on shipping dangerous goods internationally and DHL Global Forwarding's Dangerous Goods and Hazardous Materials guidance.

DHL offers solutions for a wide range of large and heavy shipments. Depending on your shipment's size, packaging, and delivery requirements, you can choose DHL Heavy Weight Express for fast, predictable international delivery or DHL Global Forwarding for palletized, oversized, or specialized freight shipments.

Freight shipping is generally appropriate when an item weighs more than 150 lb., is palletized, exceeds parcel limits, or requires services such as dock pickup. Freight is also suitable for multiple items shipped together or goods transported in pallets and containers.

A parcel is usually a smaller, individually packaged shipment handled through a parcel network. Freight generally refers to heavier or larger shipments moved on pallets or in containers. Cargo is a broader term for goods transported by air, ocean, road, or rail and is often used interchangeably with freight in commercial shipping.

Large items may need to be securely boxed, crated, or placed on a pallet. Distribute the weight evenly, prevent items from extending beyond the pallet, and secure them with stretch wrap or strapping. The shipment should also withstand stacking, forklift handling, tilting, shocks, and vibration. See DHL’s large and heavy shipping guidance.

DHL generally needs the origin and destination, number of pieces, shipment type, dimensions, weight, and preferred delivery speed or transportation mode. You may also need to provide details about the goods, special handling requirements, and customs documents for international shipments. Enter these details in the DHL freight quote tool to receive an estimate.

DHL freight quotes are based on the shipment’s weight and dimensions, origin and destination, transportation mode, and any additional services, such as customs clearance or shipment protection. Fuel, security, and other applicable surcharges may also affect the final price.

The main factors include:

• shipment weight and volume
•  distance and trade route
•  air, ocean, road, or rail transport
• required transit time
• customs and special handling services
• fuel and security surcharges

Enter accurate shipment details in the DHL freight quote tool to receive a customized estimate.

DHL compares the shipment’s actual gross weight, including packaging and pallets, with its volumetric weight. The higher figure becomes the chargeable weight used to calculate the freight price. Large, lightweight shipments can therefore cost more than their physical weight alone would suggest.

Air, ocean, road, and rail freight each have different pricing structures and transit times. Air freight generally offers faster delivery at a higher price, while ocean freight is often more cost-effective for less urgent or larger shipments. Route availability, shipment size, and delivery requirements also affect the most suitable option.

Use the DHL freight quote tool and enter the origin, destination, shipment type, dimensions, weight, and preferred service. For eligible international air and ocean freight shipments, use DHL’s online air and ocean freight quotation and booking tool to compare options by price, transit time, and emissions. No account is required to request an initial quote.

A bill of lading (BOL) is a legal freight document issued by the carrier to confirm receipt of the cargo. It serves as evidence of the contract of carriage and may also act as a document of title. DHL Global Forwarding can issue House Bills of Lading for shipments it handles. See DHL’s freight shipping glossary.

A bill of lading is commonly required for freight shipments, particularly ocean freight and less-than-container-load shipments. The exact documents depend on the transportation mode, cargo, route, customs rules, and agreed Incoterms. Air freight normally uses an air waybill instead.

A bill of lading contains information about the cargo, the shipper and consignee, and the shipment’s destination. It serves as a receipt, contract of carriage and proof of ownership. The information must be accurate because the document is used by the parties involved in the shipment and by customs authorities to verify shipment details.

Cargo insurance protects the declared value of freight against covered loss or damage in transit. It is especially worth considering for valuable, fragile, high-risk, or international shipments because standard carrier liability may reimburse only part of the cargo’s actual value. DHL offers Shipment Value Protection for a range of shipment types, including freight and Express shipments. Learn more about DHL Global Forwarding Shipment Value Protection and DHL Express Shipment Value Protection.

Carrier liability primarily protects the carrier against legal claims arising from loss or damage, while cargo insurance or Shipment Value Protection protects the value of the goods themselves against covered risks during transit, subject to the policy terms and exclusions. Learn more about DHL Global Forwarding Shipment Value Protection and DHL Express Shipment Value Protection.