Important Information

DHL Express will operate normally until Thursday, December 29, 2022.

On Friday, December 30, due to the year-end operation, the normal Saturday pickup and delivery system will be in effect.

If you wish to have your shipment delivered on Friday, December 30, please contact DHL Customer Service (0120-39-2580) by 19:00 on Thursday, December 29.

Please note that for areas where pickup/delivery is not conducted on a regular Saturday, pickup/delivery will not be conducted on Friday, December 30.

Normal operation will start on Wednesday, January 4, 2023.

• Relevant Area: All area where Sagawa Express is in charge of pickup currently
• Period: August 11th to August 15th, 2022
• Changed Cut-off time：The day before

As of Jan 1 2022, when applying the RCEP preferential tax rate to imported goods whose total taxable price per declaration exceeds 200,000 yen, customers will be required to prepare and submit the following documents;

• the certificate of origin, or
• the declaration of origin and its attachment at the time of import declaration.

If the imported shipment is a RCEP preferential tax rate applicable item, and you wish to apply the preferential tax rate, please prepare the above necessary documents and contact DHL Customer Service before the baggage arrives in Japan. The declaration of origin template and its attachment can be found at Japan Customs website (Japanese only). Please note that the RCEP tax rate cannot be applied after customs clearance. (Because the request for correction to the RCEP tax rate is not accepted)

If you do not require DHL’s assistance with the RCEP preferential tax rate application before import declaration, or wish to only apply for the general agreement tax rate, please contact your sales representative or customer service.

For more information regarding RCEP rules of origin and required documents, please refer to the related customs authorities. In advance of importation, you may refer to Customs regarding the origin of a good.

To promote cashless payment and improve customer convenience, DHL Japan is implementing an Advance Duty Collection service as of October 18, 2021.

Customers without a DHL account number will be notified by SMS or email to make advance payment for incurred import duties, consumption taxes and fees through a provided link. 

If payment is not completed in advance, your shipment may be temporarily held at the DHL Service Center. 

If you prefer to pay by cash, please contact our Customer Service.

Please be informed that strict traffic restrictions will be enforced during Tokyo 2020 Paralympic Games from 24th August to 5th September in 2021. Due to the traffic congestion and other delays that are predicted to occur as a result of these restrictions, the cut-off time for pickups and deliveries will be changed by one hour earlier in some of our direct service areas in Eastern Japan on following days.

Relevant Date and Area

24th August

Tokyo, Kanagawa, Chiba, Saitama, Gunma, Tochigi, Ibaraki

25th August ~5th September

Saitama, Gunma, Tochigi, Ibaraki

Depending on the road conditions on the day of the event, there is a possibility that we may not be able to pick up or deliver in time. We apologize for any inconvenience this may cause, and would appreciate your continued understanding on this matter.

From September 3, 2021, the business hours of DHL Express Customer Service will change as follows:

New business hours

*Changes: Business hours on Friday and eve of national holidays will be 8:00-19:00.

(There is no change except the above.)

The cut-off time of DHL’s pickup will be changed in accordance with the changes of Sagawa Express’ time from August 13th to August 14th, 2021. As a result, DHL’s cut-off time will be changed to the previous day in the below relevant area.

• Relevant Area: All area where Sagawa Express is in charge of pickup currently
• Period: August 13th to August 14th, 2021
• Changed Cut-off time：The day before

In case of phone call, please call DHL Customer Service (0120-39-2580) by 18:30 on the day before. If you use the DHL’s Electric Shipping Solution tools (MyDHL+, Emailship), please complete your pickup order by the set closed time (Closed time depends on your address.) Please note that we will not pick up on Sunday (8/15).

For the customers who have Sagawa Express regular visit for pickup, we also would like to ask you to make a pickup request on one business day before during the concerned period.

More Information on Sagawa Operating Hours

When shipping, several regulations & policies must be observed. Therefore, DHL reserves the right to physically inspect any item tendered for carriage. Shipments lodged by our cash or credit card paying customers require 100% physical inspection. This policy is aligned with the legal and regulatory requirements of numerous governments and other regulatory authorities for the express delivery industry to ensure only legitimate shipments are processed.

Shipments may also be subject to other security control methods deemed necessary, such as Sniffer Dogs or X-ray without prior notice to the Shipper, Consignee and/or Payer.

Please note: As Items sent as gifts (Birthdays, Festive or Seasonal Celebrations etc.) are also subject to the same inspection(s) as noted above, Shippers are therefore advised not to wrap gifts or seal shipments upon tendering.

We apologize for any inconvenience and thank you for your understanding and cooperation.

Until further notice, DHL Express will not accept shipments of military items subject to national export (or extra-territorial re-export) controls. Customers will be notified as soon as the suspension is lifted.

This suspension does not include domestic shipments or shipments of licensed dual-use items.

If you are uncertain whether your shipment contains military items subject to national export controls, please contact your national licensing authority.