General Terms and Conditions

Please select the DHL eCommerce office you have a business connection with to download the respective GTCs.

Arranging Pick Up and Drop Off

  • For pick up requests - please send an email with the necessary details listed below

    Send pick up request for the East and North China Region

    Send pick up request for the South China Region and Hong Kong

    Email Subject: Pick up request: Company Name, Account Number 

    Dear DHL eCommerce,
    Please arrange for a pickup as per below details:

    Company name:
    Account number:
    Pick up address:
    Pick up date:
    Time to avoid: e.g. 5.00pm - 5.30pm
    Number of bags / cartons: 

  • For drop off - please send shipments to:

    DHL eCommerce 
    Unit 3, Floor 1 
    No.7 Warehouse 
    Huanan Logistics Park, No. 1 
    Minkang Road 
    Longhua New District 
    Shenzhen, PRC

    Operating hours:  9am to 6pm

    DHL eCommerce
    No.305, Hu Ting Road
    Jiu Ting Song Jiang
    201615, Shanghai China

    Operating hours:  9am to 6pm

Prohibited & Restricted Goods

Did you know that nail polish, hair sprays and perfumes can be classified as dangerous goods and therefore are prohibited? If you are thinking of sending such commodities, please seek advice from us. If the goods are hidden, declared incorrectly, completely undeclared, packed or labelled incorrectly, health and safety is compromised and fines may apply.

  • Prohibited – Goods You Are Not Allowed to Send

    • Animals (including insects, hatching eggs)
    • Bullion
    • Counterfeit or pirated goods
    • Currency
    • Dangerous goods, hazardous or combustible materials
    • Drugs and narcotics (illegal)
    • Firearms, weapons, ammunition (including replicas)
    • Human remains (including ashes)
    • Irreplaceable items
    • Knives
    • Negotiable instruments in Bearer Form
    • Pornography
    • Any item(s), the carriage of which is prohibited by any law, regulation or state of any federal, state or local government to or through which the shipment may be carried.
  • Restricted – Goods That Can Be Sent but With Restrictions

    • Alcoholic beverages (e.g. beer, wine, spirits)
    • Animal products, plant products and plants (e.g. animal skins, cotton, seeds, teas)
    • Antiques or Fine Art or Works of Art
    • Collectibles and/or rare items (any item worth more than its original purchase or that is not commonly available)
    • Drugs and pharmaceutical products
    • Foreign lotteries (including circulars)
    • Fur(s)/ivory/endangered animal products
    • Industrial diamonds/carbons
    • Medical samples
    • Milk powder
    • Negotiable instruments in Non-bearer Form
    • Perishable items (e.g. flowers, foodstuffs, items requiring temperature control or special handling)
    • Precious metals and stones (including jewelry)
    • Publications (certain types may be restricted by law)
    • Soil, earth
    • Tobacco
    • Watches, costume jewelry
    • Any aerosols, including: hair spray and deodorants
    • Air bag inflators and modules or seat-belt pretensioners
    • Alcoholic beverages containing > 24% alcohol by volume
    • Batteries classified as dangerous such as wet spillable/non spillable lead-acid/alkaline batteries
    • Batteries/cells including: lithium-ion/polymer/metal – alone and in or with electronic devices
    • Carbon dioxide, solid (Dry Ice)
    • Corrosives such as: acids, corrosive paint and dyes, rust removers
    • Environmental waste including: used engine oil and used or damaged batteries
    • Explosives or ammunition such as: fireworks, flares and sparklers
    • Flammable liquids such as: acetone, lighter fluid, solvent based paints
    • Flammable solids including: magnesium and potassium
    • Gases including: flammable, non flammable, compressed and toxic gases such as fire extinguishers and scuba tanks
    • Infectious and/or biological substances expected to contain pathogens or other agents such as: bacteria, viruses, parasites, prions
    • Matches, lighters or lighter refills including: cigarette lighters containing petrol and butane lighters
    • Oxidizing materials or organic peroxides such as disinfectants and hair dyes
    • Pesticides, toxic herbicides and insecticides or poisons toxic substances



Additional Services

Optimize your shipping program with these invaluable services.

To further enhance our international shipping products, DHL eCommerce provides a selection of premium services at cost-effective prices. When you take advantage of these additional offerings, you draw on resources including our advanced technology, one of the world’s largest delivery networks and international logistics expertise. With these optional services, our full suite of products and our online shipping tools, we provide unmatched shipping solutions that deliver success worldwide.

  • All of our Business Customers receive individual log-in data for our customer portals. Kindly use this data to login to see detailed information and a complete overview of your shipments.

  • DHL eCommerce Shipment Value Protection provides peace of mind to you and your customer, with coverage of up to $200 per parcel per shipment, making it easy to protect yourself against loss or damage to goods while they are in transit. Please refer to the SVP guide for more information.

    • DHL Packet Plus International: 
      Declared value or max. EUR100 per shipment, whichever is lower
    • DHL Parcel International Direct: 
      Declared value or max. EUR200 per shipment, whichever is lower

    Liability coverage starts when DHL is in control or possession at our terminal to end delivery at destination.
    Available for all destinations from our Terminals in Greater China.