FAQs – Shipping Online
Weights and Dimensions
| Can I estimate the size and weight of a parcel? |
Accuracy is important, so if you have to estimate, try to be as accurate as possible.
- DHL reweighs and measures all parcels once they arrive at our service centers.
- If your estimated weight and dimensions are inaccurate, it may result in additional charges.
Packaging
| Can I use my own packaging when shipping with DHL? |
Yes. Packing your parcels with proper materials and care helps ensure shipments arrive safely and intact.
Printing Labels and Documents
| Why doesn’t the shipping label print screen open? |
Most browsers open a new tab or window to enable printing the PDF label. You may need to check your browser settings to make sure MyDHL+ is not blocked or is a trusted site.
Internet Explorer
- Open Settings/Internet Options
- Select Security tab
- Click the green checkmark Trusted Sites
- Click the Sites button
- Enter https://mydhl.express.dhl and click Add
Microsoft Edge
- On the Print screen, after you click Print, you will receive an alert that mydhl.express.dhl pop-up is being blocked.
- Click Always allow
If your browser settings are correct and you are still not able to get to the print screen, please contact us at +224 664 100 001.
| I don’t have a printer. Can I use MyDHL+ to create shipments online? |
Please only create shipments via MyDHL+ if you, your shipper or the person you’ve assigned a shipment to, have a printer to print shipping labels and documents.
- DHL couriers need all shipping labels, waybills and other shipping documents ready with parcels upon pickup.
- Our couriers do not bring pre-printed documentation or carry printers in their vehicles.
- If you have enrolled in our Paperless Trade feature to send digital customs invoices, printed shipping labels are required with each parcel.
| I don’t have a printer. Can I use MyDHL+ to create shipments online? |
Please only create shipments via MyDHL+ if you, your shipper or the person you’ve assigned a shipment to, have a printer to print shipping labels and documents.
- DHL couriers need all shipping labels, waybills and other shipping documents ready with parcels upon pickup.
- Our couriers do not bring pre-printed documentation or carry printers in their vehicles.
| I have created shipments but my printer stopped working. What should I do? |
Please contact Customer Service at +224 664 100 001
Canceling Shipments
| I need to cancel a shipment, what should I do? |
You can cancel the shipment in MyDHL+ if it is:
- Not already within the scheduled pickup time
- For a date in the future
Important! If it is already within the scheduled pickup time: Please contact Customer Service at +224 664 100 001.
| I need to cancel a shipment, what should I do? |
Please contact Customer Service at +224 664 100 001