Frequently Asked Questions : FAQs
DHL has an unwavering commitment to customer service, anticipating needs and providing the highest level of service and reliability at all times. You can find a selection of regular Customer Service queries here.
Customer Service FAQ
How can I obtain DHL Shipping software?
DHL Web Shipping and DHL Connect shipping software is available for download on our web sites. You will need a DHL account to use these programs so, if you wish, you can apply for an account on-line. To get a copy of DHL EasyShip, you will need to contact customer service.
How can I locate my shipments?
We provide 24-hour shipment tracking service. Simply click DHL Tracking for details.
DHL Tracking for details.
What is the maximum size of package I can send?
For purely operational reasons (the size of the door openings on our vans and planes), we ask that a shipment not exceed 120 cm in any one dimension. However, we will be pleased to advise you and arrange carriage of larger items. Additionally, for the safety of our couriers, we require notification of shipments over 50kg in weight.
Our company would like to begin exporting products to several countries. As we have no previous experience of doing this, can DHL advise us?
Of course, DHL has an unrivalled experience of international shipping. Please contact your local DHL Customer Service department, and they will have someone contact you to discuss your needs.
Customer Service department, and they will have someone contact you to discuss your needs.
I wish to contact a particular DHL office, but your web site does not show the telephone number or an email address!
Where a DHL office has a dedicated customer service number, we try to bring you that number on our web sites and we will continue to extend this feature. If no number is shown, please use the feedback form on our web site. If you select the country correctly from the pull-down list on the feedback page, your message will be immediately routed to that countrys customer service department, and they will get back to you promptly.
feedback form on our web site. If you select the country correctly from the pull-down list on the feedback page, your message will be immediately routed to that countrys customer service department, and they will get back to you promptly.
How do I fill out airwaybills?
To find out how to fill out an airwaybill, please click airwaybill guide for a completed sample.
airwaybill guide for a completed sample.
How do I fill out the proforma invoice or commercial invoice?
Please visit Customs Paperwork section for details.
Customs Paperwork section for details.
Does DHL provide a door-to-door pickup service?
Yes! DHL provides a 24-hour door-to-door pickup service. Please call our 24-hour customer serivce hotline at (852) 2400-3388 for more information.
Is it more expensive to call DHL courier for pickup than to drop off shipments at DHL Express Centers or DHL Drop-off Boxes?
No! The price is the same for all of the above services.
Does DHL provide packaging? If so, what sort?
DHL provides a full range of free packaging such as plastic packaging bags, paper envelope and carton boxes to cater for your needs to ship garment samples, posters, etc.
How do I open a DHL account?
Simply click Open an Account, download and fill in the required information with company chop and send back to DHL. Our sales representatives will contact you shortly to open an account for your company.
Open an Account, download and fill in the required information with company chop and send back to DHL. Our sales representatives will contact you shortly to open an account for your company.
How long does it take for my shipment to arrive its destination?
Delivery time of documents and packages differ. For an estimate of how long it takes for your shipment to arrive its destination, please click Transit Time.
What are the prohibited commodities not accepted by DHL?
Please click Customs Regulation for a detailed list of commodities not accepted by DHL.
Customs Regulation for a detailed list of commodities not accepted by DHL.
Where are the DHL Express Centres and DHL Drop-off Boxes?
DHL has the most extensive service network in Hong Kong with our Express Centres and Drop-off Boxes conveniently located in major commercial areas and MTR stations. For details, please click Drop off locators.
Drop off locators.
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