ADDITIONAL INFORMATION & SERVICES

Chargeable Weight

Shipping charges for DHL eCommerce International packages are calculated based on the greater of dimensional and actual weight, referred to as Chargeable Weight. This is applicable to all International products and services.

  • Dimensional weight is based on volume (the amount of space a package occupies). To determine if dimensional weight impacts your package, follow these steps:

    1. Calculate dimensional weight by multiplying length by width by height of each package (cubic size).
    2. Divide the cubic size by 166 (if measured in inches) or by 6,000 (if measured in centimeters). This is the dimensional weight of your package.*
    3. Compare this number with the actual weight of your package.

    Charges on your invoice will be based on the greater of the two: total actual weight versus total dimensional weight.
     

    * In accordance with standard industry practice. Chargeable weight is applicable on a per-package basis.

  • Here are some examples to help you better understand how dimensional weight works for determining your chargeable weight.

    Example 1

    Actual Weight     4 lbs.

    Length    12"

    Width     12"

    Height    10"

    Cubic Size Calculation    12" x 12" x 10" = 1,440 cu. in.

    Dimensional Weight Calculation    1,440/166 = 8.67 lbs.

    Because dimensional weight (8.67 lbs.) is greater than actual weight (4 lbs.), 8.67 lbs. becomes the chargeable weight.

     

    Example 2

    Actual Weight    13.2 lbs.

    Length    18"

    Width    12"

    Height    6"

    Cubic Size Calculation    18" x 12" x 6" = 1,296 cu. in.

    Dimensional Weight Calculation    1,296/166 = 7.8 lbs.

    Because dimensional weight (7.8 lbs.) is less than actual weight (13.2 lbs.), 13.2  lbs. becomes the chargeable weight.

  • The greater of dimensional and actual weight is the chargeable weight.

Fuel Surcharge

Current Indexed Fuel Surcharge

DHL eCommerce utilizes an indexed fuel surcharge that is adjusted monthly, based upon the fuel prices published monthly by the U.S. Department of Energy. This method closely links fuel surcharges to current fuel prices and adjusts quickly to changes up or down in fuel prices. Changes to the surcharge will be effective the first day of each month and posted no later than the 15th of the month prior to the effective date.

 

The International fuel surcharge will apply to all international mail and parcel charges. The Domestic Expedited & Expedited Max fuel surcharge applies to all domestic mail and parcel Expedited & Expedited Max charges. The Domestic Ground and Parcel Metro surcharge applies to all domestic mail and parcel Ground charges.

  • The International indexed surcharge calculation is linked to the monthly rounded average of the price for a gallon of kerosene-type jet fuel as published by the U.S. Department of Energy using the U.S. Gulf Coast (USGC) prices for kerosene-type jet fuel. DHL eCommerce applies the monthly rounded average from the period two months prior to calculate the applicable fuel surcharge. For example, the November 2006 fuel surcharge as calculated by DHL eCommerce was based on the monthly rounded average from September 2006.

    For every 13 cents ($0.13) per gallon increase or decrease in the above defined fuel price index, DHL eCommerce will apply a 2 cent ($0.02) per pound increase or decrease to the Fee.

    To view the monthly rounded averages go to the Go to theU.S. Jet Fuel page. To view a three month historical overview of the International Fuel Surcharge please Visitclick here.

  • The International Products - IPA/ISAL indexed surcharge calculation is linked to the monthly rounded average of the national U.S. On-Highway average price for a gallon of diesel fuel as published by the U.S. Department of Energy. DHL eCommerce applies the monthly rounded average from the period two months prior to calculate the applicable fuel surcharge percentage. For instance, the November 2006 fuel surcharge as calculated by DHL eCommerce was based on the U.S. On-Highway monthly rounded average from September 2006.

    For every 30 cents ($0.30) per gallon increase or decrease in the above defined fuel price index, DHL eCommerce will apply a 1 cent ($0.01) per pound increase or decrease to the Fee.

    To view the current On-Highway Diesel Fuel Prices go to the On-Highway Diesel Fuel line on the VisitOn-Highway Diesel Fuel page. To view a three month historical overview of the IPA/ISAL Fuel Surcharge please click here.

  • The Domestic Expedited & Expedited Max indexed surcharge calculation is linked to the monthly rounded average of the price for a gallon of kerosene-type jet fuel as published by the U.S. Department of Energy using the U.S. Gulf Coast (USGC) prices for kerosene-type jet fuel. DHL eCommerce applies the monthly rounded average from the period two months prior to calculate the applicable fuel surcharge. For example, the November 2006 fuel surcharge as calculated by DHL eCommerce was based on the monthly rounded average from September 2006.

    For every 13 cents ($0.13) per gallon increase or decrease in the above defined fuel price index, DHL eCommerce will apply a 2 cent ($0.02) per pound increase or decrease to the Fee.

    To view the current rounded averages go to the U.S. Jet Fuel page . To view a three month historical overview of the Domestic Expedited & Expedited Max Fuel Surcharge please click here.

  • The Domestic Ground Service and Parcel Metro indexed surcharge calculation is linked to the monthly rounded average of the national U.S. On-Highway average price for a gallon of diesel fuel as published by the U.S. Department of Energy. DHL eCommerce applies the monthly rounded average from the period two months prior to calculate the applicable fuel surcharge percentage. For instance, the November 2006 fuel surcharge as calculated by DHL eCommerce was based on the U.S. On-Highway monthly rounded average from September 2006.

    For every 30 cents ($0.30) per gallon increase or decrease in the above defined fuel price index, DHL eCommerce will apply a 1 cent ($0.01) per pound increase or decrease to the Fee.

    To view the current On-Highway Diesel Fuel Prices go to the On-Highway Diesel Fuel line on the VisitOn-Highway Diesel Fuel page. To view a three month historical overview of the Ground Delivery and Parcel Metro Surcharge please click here.

  • Fuel surcharge percentages, associated trigger points and basis for calculation are subject to change without notice. If the fuel surcharge rises above the maximum displayed price ranges or percentages, the tables will be updatend utilizing the same calculation method.

    Click here to view a three month historical overview of the Fuel Surchange rates.

General Terms & Conditions

Please find the DHL eCommerce General Terms and Conditions for your country as PDF download below.

Guide to Your BOL

In addition to paper BOLS like the one below, DHL eCommerce offers you the convenient and eco-friendly option of creating electronic BOLs (eBOLs) using our Customer Web Portal.

Policy On Hazardous Materials

DHL eCommerce is strongly committed to the safe handling and transportation of dangerous goods. All shipments containing hazardous materials must be properly classified, described, packaged, marked, labeled and in proper condition for transportation.

Please see below for our policies on the shipping and handling of lithium batteries and goods classified under the Other Regulated Materials for Domestic Transport Only (ORM-D)/ Limited Quantity Guidelines. We appreciate your attention to this matter and look forward to continuing to provide you with high-quality service. 

 

  • DHL eCommerce accepts Lithium Metal (Primary) and Lithium-Ion (Secondary) batteries for transportation in its domestic network. Please refer to our Battery Shipping Policy for full details.

    DHL eCommerce accepts Lithium Metal and Lithium-Ion batteries and cells that are solely 'Contained within the equipment they are intended to operate' for shipping in its international network under certain restrictions. These restrictions include but aren’t limited to shipments being limited to specific products, services and destination countries. Please refer to the DHL eCommerce’s Battery Shipping Policy for further details.

  • DHL eCommerce only accepts dangerous goods classified under the Other Regulated Materials for Domestic Transport Only ORM-D/ Limited Quantity and Consumer Commodity guidelines that are shipped via our Domestic “Ground” service and to Canada via Parcel Direct (PLT) ground destinations only. Please refer to our ORM-D/Limited Quantity/Small Quantity Quick Reference Guide as well as Read more aboutUSPS Publication 52 , Read more aboutDMM 601.10, and Find out more aboutTransport Canada Section 1.17 for details and guidance. Dangerous goods may NOT be shipped via our Domestic “Expedited” service.

    For customers interested in shipping dangerous goods, an approval process is required prior to tendering to DHL eCommerce. Upon approval, ORM-D/ Limited Quantity goods may be shipped using our Domestic Ground Service, and to Canada via Parcel Direct (PLT) ground destinations only. Please see the Canada Parcel Direct (PLT) Limited Quantity Excluded Zip Code List for a complete list of excluded Canadian zip codes.

    To safeguard shipments, customers sending ORM-D/Limited Quantity classified items prior to approval, incorrectly declaring goods, tendering prohibited items or tendering such goods to ship via our Expedited service, may be subject to fines and penalties. Please view our ORM-D/Limited Quantity Policy for information.

Unacceptable Shipments

DHL eCommerce does not agree to carry, and will not accept any liability for items which it is not permitted to carry, cannot safely carry, or for any goods described below:

    1. Goods that are classified as hazardous material, non-approved * dangerous goods, prohibited or restricted articles by IATA (International Air Transport Association), ICAO (International Civil Aviation Organization), ADR (European Road Transport Regulation on dangerous goods), DOT (U.S. Department of Transport), USPS (United States Postal Service), UPU (Universal Postal Union) and any applicable government department or other relevant organization;
    2. Goods with no customs declaration made when required by applicable customs regulations;
    3. Goods with defective or inadequate packaging or that cannot be carried safely by DHL eCommerce;


    Prohibited Goods:

    • Shipments whose content, exterior design, transport or storage violate a statutory or authorities' prohibition, in particular any export, import or customs law provisions of the countries of origin, destination or transit, or which require special facilities (e.g. for temperature-controlled goods), safety precautions or permits; these include Shipments or goods whose transport is prohibited according to the UPU Acts, and those whose contents legally violate the intellectual property rights of its rightful owner, including counterfeit or unlicensed copies of products (e.g. brand piracy);
    • Shipments whose content or exterior make-up could injure or infect persons or cause damage to property;
    • Shipments which contain live animals or human remains;
    • Shipments containing narcotics, nicotine, nicotine compounds, vapor tor psychotropic substances (Shipments containing electronic cigarettes require DHL eCommerce approval and compliance with applicable requirements);
    • Non—approved* shipments whose transport and/or storage is subject to dangerous goods regulations; also excluded are all those non-approved* goods which are not completely unrestricted according to the latest IATA and ICAO dangerous goods regulations. In addition, Shippers are required to adhere and comply with DHL eCommerce’s ORM-D Policy. The most current version of DHL eCommerce’s ORM-D Policy is available here.
    • Shipments with an actual value of over USD $2,500;
    • Shipments containing cash or other means of payment, precious metals, art work, jewelry, watches, precious stones or other articles of value or securities for which, in the event of damage, no stoppage and no cancellation and replacement procedure can be carried out; for the avoidance of doubt the following valuable goods are exempted from this rule: Shipments using the Registered Mail special service, which contain stamps, telephone cards, vouchers for goods and low-value goods in these classes (e.g. fashion jewelry and promotional articles), up to an actual value of 30 Special Drawing Rights of the International Monetary Fund (SDR) per shipment, and individual tickets and entrance tickets;
    • Shipments for which no or insufficient postage has been paid and which are posted with the intention of surreptitiously obtaining the transport service without payment of the remuneration payable for it;
    • Firearms or parts thereof, ammunition, explosives;
    • Explosive, flammable or radioactive materials and non-approved* dangerous goods;
    • Shipments that are addressed to natural or legal persons which are enlisted on a sanctions lists which shall be transported to countries for which embargoes are in place;
    • Obscene or immoral articles, pornography;
    • Other articles the importation or circulation of which is prohibited in the country of destination;
    • For Domestic shipments, lithium batteries that are a) packed with equipment but not installed in equipment, and b) without the equipment they operate (individual batteries) are prohibited from being shipped through DHL eCommerce’s Expedited network. In addition, Shippers are required to adhere and comply with DHL eCommerce’s Battery Transportation Policy. The most current version of DHL eCommerce’s Battery Transportation Policy is available here. For international shipments, DHL eCommerce does not accept batteries.
    • DHL eCommerce does not agree to carry, and will not accept any liability for liquids unless tendered in the below described manner (as noted in the USPS DMM 601.3.4):

    Shippers are required to mark the outer container of the tendered mailpiece containing liquids to indicate the nature of the contents.

    All shipments containing liquids should be packaged in the following way:

    1. Use screw-on caps, soldering, clips, or similar means to close the mailpieces containing liquids. Do not use only friction-top closures (push-down types).
    2. Liquids being shipped in steel pails and drums with positive closures, such as locking rings or recessed spouts under screw-cap closures, may be mailed without additional packaging.
    3. Glass and other breakable containers of liquid with a capacity of more than 4 fluid ounces must be triple-packaged according to the following requirements:
    • Cushion the primary container with material sufficient to absorb all leakage in case of breakage.
    • Place the primary container inside another sealed, leak proof secondary container, such as a can or plastic bag.
    • Use an outer mailing container that is strong enough to protect the contents.
    • Mailers may use containers certified by the International Safe Transit Association (ISTA) that passed ISTA's Test Procedure 3A. Mailers must provide their ISTA 3A Package-Product Certification Notice at the time of mailing as verification that the mailpieces they are submitting passed the required performance test.

    All shipments containing liquids are required to be packaged as to insure safe carriage with ordinary care in handling.

    *Approval may be revoked by DHL eCommerce at any time.

     

    The Shipper, whether principal or agent, warrants to DHL eCommerce that the content of the Shipment may be lawfully carried aboard airline, aircraft or other federally regulated carriers and is not a Prohibited Good, is properly packaged or sheathed for the purpose if necessary. Shipper further agrees to disclose true and accurate information if requested by DHL eCommerce. Notwithstanding any other rights of DHL eCommerce, Shipper shall indemnify and hold harmless DHL eCommerce from any all claims of third parties that may incur as a result of a transport of Prohibited Goods or other excluded or illegal goods. The contractual liability of DHL eCommerce on the basis of culpable conduct of DHL eCommerce or its agents remains unaffected.

    Should a Shipment contain a Prohibited Good or should it by its nature (size, format, weight, contents etc.) or in another way not comply with the terms stated herein DHL eCommerce shall be entitled to: i) refuse to accept the item or ii) return an item which has already been handed over and accepted or hold such an item for collection or, iii) transport the item without notifying the Shipper, using a different route from the agreed route (e.g. overland and by sea rather than by air freight as planned) – should this be necessary and/or statutorily prescribed, and to subsequently request an appropriate additional charges. The same shall apply if the Shipper refuses to provide information at DHL eCommerce’s request if DHL eCommerce has the suspicion that a Shipment contains Prohibited Goods or in case of a suspicion about any other breach of contract.

    DHL eCommerce shall not be obliged to inspect the Shipments for any exclusions of transport. However, if DHL eCommerce suspects that the Shipment may contain Prohibited Goods, DHL eCommerce shall be entitled to open and check the Shipments. Furthermore, DHL eCommerce will also undertake regular checks as required by applicable air security regulations. If goods are discovered which may not be transported as air freight as originally agreed or planned or for which there is a well-founded suspicion that they may not be transported as originally agreed, DHL eCommerce, notwithstanding shall be entitled to transport the goods overland or by sea.

Undeliverable Shipments

  • For this policy, “DHL eCommerce” refers to DHL eCommerce as carrier and the “Shipper” refers a customer of DHL eCommerce that is responsible for initiating a shipment and consigning goods for transportation. When using DHL eCommerce’s services, Shipper is agreeing, on its behalf or on behalf of anyone else with an interest in the Shipment that this policy shall apply.

    “Shipment” means all documents or parcels that travel under one BOL and may be carried by any means DHL eCommerce chooses, including air, road or any other carrier. A “BOL” shall include any label produced by DHL eCommerce automated systems, DHL eCommerce approved third party vendor system, Bill of Lading, electronic shipping manifest, driver summary manifest, or consignment note and shall incorporate these Terms and Conditions.

    A Shipment is considered as undeliverable if (i) the Recipient's address is incomplete, illegible, incorrect or cannot be located, (ii) the Shipment is unable to clear Customs, (iii) the Shipment has not been released by customs due to non-payment of duty and taxes (iv) the Shipment contains prohibited items (v) shipment is refused by the consignee before opening the package.

    All undeliverable Shipments will be returned to the DHL eCommerce facility for customer identification and return service preference. Shipper may be liable for any and all charges and fees incurred in returning, storing or disposing of an undeliverable shipment unless the undeliverable shipment was due to the fault of DHL eCommerce.

 

 

Additional Services

Optimize your shipping program with these invaluable services.

To further enhance our domestic and international shipping products, DHL eCommerce provides a broad 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.

  • Using software that meets the U.S. Postal Service’s rigorous CASS Certification standards, we can verify every address on your domestic shipments, correcting the ZIP Code if necessary.

  • Meet your customers’ demand for greener shipping options and differentiate your company with DHL GoGreen Carbon Offset. This innovative service allows you to offset the carbon emissions produced during shipment delivery by paying a small per-piece fee to help fund clean energy projects. Offsets are verified annually by SGS (Société Générale de Surveillance), one of the world’s leading independent verification companies. DHL GoGreen is the first carbon neutral shipping option offered by a parcel expediter in the U.S.

  • DHL Pharma Select is a U.S. domestic direct-to-patient work-share delivery solution optimized for the needs of the Life Sciences & Healthcare industry programs such as pharmaceutical, OTC, medical devices, patient assistance programs,  product samples distribution, contact lenses and related consumables fulfillment. With the health of patients at stake, we understand that mail-order pharmacies demand high-quality delivery and accountability. We developed this service specifically to meet the specialized shipping needs of Pharmacy Benefit Managers. We provide superior performance by tailoring individual programs using the wide range of routing options available to us because of our enormous mail volumes. Our expedited process also accelerates delivery while minimizing handling, ensuring your shipments reach patients in optimal condition.

  • By constantly monitoring shipping traffic patterns throughout the U.S., we can reroute your parcels to bypass local problems—from emergency Post Office closures 100 miles away to severe weather clear across the country. No matter what happens, with Selective Routing, you’ll always have the fastest path to your customers.

  • Follow your parcels and bound printed matter from door to door with our Delivery Confirmation service. From the second they leave your hands to the moment they reach the final destination, you and your customers can stay informed about shipments throughout their journey—and you can enjoy the peace of mind of knowing they’ve arrived safely. For your flats, applying an 11-digit barcode to every mail piece enables us to send you text files at the close of business each day, detailing where your items are in their delivery journey. You can easily post this information to your website to keep customers informed about their orders.

 

 

Shipment Value Protection

DHL eCommerce Shipment Value Protection provides peace of mind to you and your customer, with coverage of up to $100 per parcel, making it easy to protect yourself against loss or damage to goods while they are in transit.

  • Domestic Products

    • DHL SmartMail Parcel Plus
    • DHL SmartMail Parcel Return
    • DHL SmartMail Parcel Expedited Max

     

    International Products

    • DHL Parcel International Direct
    • DHL Parcel International Breakbulk
    • DHL Parcel International Standard
    • DHL GlobalMail Packet Plus
  • For additional coverage (above 100 USD) on these services or for coverage of products not listed above please complete and submit the online form here.

    Please note: Shipment Value Protection is provided by U-PIC Insurance Services on behalf of DHL eCommerce.

  • Accounts, bills, bullion, currency, deeds, evidence of debt, furs, original/fine art, computer chips, loose precious/semi-precious stones, money, notes, securities, perishable cargo, televisions, tickets, personal goods, or similar property unless endorsed in writing.

  • Afghanistan; Algeria; Angola (Cabinda); Belarus; Bosnia; Burma; Burundi; Cote d'Ivoire (Ivory Coast); Croatia; Cuba; Democratic Republic of the Congo; Herzegovina; Iran; Iraq; Jordan; Liberia; Libya; Moldova; Montenegro; Nigeria; North Korea; Paraguay; Republic of the Congo (Zaire); Russia; Serbia; Sierra Leone; Somalia; Sri Lanka; Sudan; Syria; Togo; Yemen; Zimbabwe

     

    ***Or any other country that is or may become embargoed by the United States or United Nations as sanctioned by the Office of Foreign Asset Control (OFAC).

  • Shipment Value Protection is provided by U-PIC Insurance Services on behalf of DHL eCommerce.

  • Please note all claims are to be submitted by the shipper of the package. If you are the receiver please contact us

    All claims must be filed no later than 90 calendar days from the date of shipment.

    Loss - Must be filed after 21 days from the date of shipment for domestic and 30 days for international & APO/FPO shipments

    Damage – Can be filed immediately

    The claim process takes 7-10 business days following receipt of properly completed claim forms.

     

    Submit a Claim

 

 

International Trade Services

DHL ICart International Shopping Cart Solution
  • Reliable free domicile delivery to key markets with end-to-end tracking visibility
  • Fully landed cost calculator with country restrictions and guaranteed duties and taxes
  • Multi-currency pricing with fraud protection

DHL ICart is your international shopping cart solution from DHL eCommerce. This best-in-class software provides the fully landed delivery cost in your customer’s preferred currency with all duties, taxes and shipping costs included. That means no surprises for your international customers. For your business, DHL ICart eliminates hurdles typically associated with international transactions such as complex logistics and costly capital investments.

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