Claims FAQs

Please be advised that under the DHL claim policy, the right to submit a cargo claim belongs to one of two parties: the bill-to party (DHL account holder) or, in certain cases, the shipper. Normally it is up to the bill-to party to file any claim with DHL.

A Cargo Claim is intended for situations when a shipment was lost, damaged, or partially delivered.

Under the DHL claim policy, the right to submit a cargo claim belongs to one of two parties: the bill-to party (DHL account holder) or, in some instances, the shipper. Typically it is up to the bill-to party to file any claim with DHL. Please refer to the “Shipment Receivers” section for additional information.

All claims must be submitted in writing to DHL within thirty (30) days of the date that DHL accepted the Shipment.

All requested for loss or damage claims must be submitted in writing to DHL within thirty (30) days of the date that DHL accepted the Shipment.

Most claims will resolve within ten (10) business days, however the entire claims process can take up to thirty (30) calendar days.

The claims process starts with the receipt of the completed claim form. DHL will be in communication throughout the claim process; upon receipt of your claim, if additional information or documentation is required, and with the resolution of your request.

An official claim resolution letter is sent by email or standard mail.

Please be aware that a claim for loss or shortage cannot be processed until a completed trace has been conducted. Only once the trace is complete can it be known whether the shipment is indeed lost, and to what extent.

 

To initiate a trace investigation, please contact DHL Customer Service Department at 1 (800) 225-5345 and provide a detailed description of the missing item(s).

Keep all damaged items, as well as any inner and outer packaging, for photo documentation and possible inspection, and contact the shipper.

 

Note: Only the party that owns the claim rights in the United States (usually the shipper) can submit a claim for damage. Otherwise, written authorization (termed an “Assignment of Rights”) from the claim rights owner is required.

DHL’s liability is strictly limited to direct loss and damage to a shipment only – all other types of loss or damage are excluded.

In the event Shipment Value Protection is not elected, liability is limited by the standard Terms and Conditions of Carriage for the service used.

Additionally, DHL liability is limited by the Montreal Convention.

Cargo claims are settled by check and are dispatched by standard mail to the claimant’s address, as provided on the claim form

Settlements can only be dispatched to the party approved for the claim. DHL is not able to forward settlement offers to third-party companies that are not approved.

In the event of late delivery on a DHL Express Time Definite shipment (Express 9, Express 1030 or Express 12); the customer may request a refund or reimbursement of base shipping charges in accordance with the DHL Money-Back Guarantee.

Only the direct-billed party or DHL account holder can request a Service claim for late delivery.

If your Shipment is not billed to the USA please have the billed party work with their local DHL office.

Customers must notify DHL of a late delivery and send a specific request for a refund. This request must provide the account number (if any), the waybill number, the date of the shipment and complete receiver information.

Service claims for Time Definite (TDX) shipments must be submitted within fourteen (14) calendar days of the pickup date as noted in the Money Back Guarantee.

Most claims will resolve within ten (10) business days, however the entire claims process can take up to thirty (30) calendar days.

An official claim resolution letter is sent by email or standard mail. DHL will be in communication throughout the claim process.

Service Claims can be filed only for shipments that have been delivered later than the committed date/time. If you have been charged for returned or cancelled shipments, disputes should be submitted by email to the DHL Billing Department at: Billing.help@dhl.com

Shipment Type Time Definite 0900
Time Definite 1030
Time Definite 1200
Weight 66 lbs per piece
(30 kg)
150 lbs per piece
(70 kg)
Dimensions 47.2 in. per side
(119.88 cm)
118 in. in size (L+W+D) (299 cm)
47.2 in. per side
118 in. in size (L+W+D)
Value $2,500 USD $2,500 USD

In general, delays beyond DHL’s control are not covered. Full details may be found in the DHL Express Money-Back Guarantee Terms and Conditions.

The Guarantee will not apply where late delivery or failure to deliver is due to circumstances beyond DHL’s control, as set out in the DHL Terms and Conditions of Carriage and including customs delays, inaccurate or incomplete shipment information, delivery instructions or information (such as P.O. Box for receiver address, missing or inaccurate receiver telephone number), or receiver’s request for delay, shipment diversion or non-standard clearance services; or unavailability or refusal of the receiver to accept delivery or to pay duties and taxes against delivery if requested.

  1. International shipments to on-forwarded points (remote locations where delivery is provided via contracted services through DHL)
  2. Transportation charges resulting from returned packages
  3. Space-available moves
  4. Packages which are undeliverable for any reason, including improper or incomplete delivery instructions or information (which may include Post Office Box for recipient address, missing or incomplete recipient address, missing or inaccurate recipient telephone number), or unavailability or refusal of the recipient to accept delivery
  5. Shipments exceeding US $50,000 in value, or which are subject to lengthened transit times due to country-specific value limitations
  6. Late delivery due to causes beyond DHL's control including, without limitation

(i) customs delays,

(ii) customs inspections (including non DHL broker delays),

(iii) inaccurate or incomplete shipment information (such as P.O. Box for receiver address, missing or inaccurate receiver telephone number),

(iv) receiver’s request for delay,

(v) shipment diversion and special clearance services,

(vi) unavailability or refusal of the receiver to accept delivery or to pay duties and taxes against delivery if requested,

(vii) delays caused by acts of God (e.g. earthquake, cyclone, storm, flood, fog etc.),

(viii) delays caused by acts of public authorities acting with actual or apparent authority of law,

(ix) acts, requirements or omissions of postal, customs or other government officials,

(x) riots, strikes or other labor disputes,

(xi) civil commotion,

(xii) disruption in air or ground transportation caused by weather or other conditions

A settlement is applied to the shipper or bill-to party. DHL cannot reimburse a customer for external charges paid outside of the DHL network.

If the bill to party has an open or unpaid invoice, the settlement is applied to the invoice. If the bill to party does not have an account or all invoices are paid, a check is issued.

The Money-Back guarantee covers the base transportation cost and premium. Full details may be found in the DHL Express Money-Back Guarantee Terms and Conditions.

The party that was billed for the shipment.

Please be advised that under the DHL claim policy, the right to submit a cargo claim belongs to one of two parties: the bill-to party (DHL account holder) or, in certain cases, the shipper. Normally it is up to the bill-to party to file any claim with DHL.

The DHL Express account holder/payer owns the claim rights, claims that are submitted by another party must be denied unless Assignment of Rights letter from the DHL Express account holder/payer is provided.
For a service claim/money back guarantee claim/late arrival, only the billed party may file.

Assignment of rights is an official document that is provided and signed by the DHL Express account holder/payer that allows the claim rights to be transferred to another party.

Once it is completed and signed, the Assignment of Rights form can be attached when submitting the claim.

Note:

  • An assignment of rights is not available for a service claim.
  • This is for DHL Express claims only.

The bill-to party.

Once the assignment of rights is validated. DHL process the claim if it is approved.

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