FAQs – Shipping Online
Goods Requiring Support
| Is there any pre-advice notification required when tendering ITAR-controlled shipments to DHL? |
YES. DHL only accepts ITAR-controlled shipments from pre-approved shippers. Please contact the DHL Express Customer Service or your Sales Representative prior to tendering any ITAR-controlled shipments to DHL.
| How to import your medication into the U.S.? |
Requirements vary depending on whether medicines are being imported by a business or an individual consumer. Download our U.S. Import Medication Guidelines to better understand and comply fully with all FDA and CBP guidance to help expedite the Customs clearance process.
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.
Creating Shipments
| Will DHL Express ship to a United States military address? |
No. Only the United States Postal Service (USPS) is authorized to deliver to military addresses such as APO, FPO, or DPO.
| Can shipments be addressed and delivered to PO Boxes? |
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 1-800-CALL-DHL.
| 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 try to trouble shoot with these following steps:
1) Verify if the printer is plugged into a power source
2) Verify If the printer is connected to your computer
3) Verify if the printer has paper and ink
If after troubleshooting, you need further assistance, please contact Customer Service at 1-800-CALL-DHL (1-800-225-5345)
Canceling Shipments
| I need to cancel a shipment, what should I do? |
If today is the same day the shipping label was created – follow these steps:
1) Log into MyDHL+
2) Click on Pending shipment
3) Go to Edit or Delete label
If the shipping label was created prior to today, please contact the Billing Assistance Department at 1-800-722-0081
| I need to cancel a shipment, what should I do? |
Please contact Customer Service at 1-800-CALL-DHL