A. The Guarantee only applies to the following services

DHL EXPRESS 9:00
DHL EXPRESS 9:00 IMPORT
DHL EXPRESS 10:30
DHL EXPRESS 10:30 IMPORT
DHL EXPRESS 12:00
DHL EXPRESS 12:00 IMPORT

(each a "Service")

C. In the case of multiple piece shipments, the Guarantee will apply to every piece in the shipment. If a late delivery occurs for any piece within the shipment, the credit or refund will be applicable to the entire shipment.

D. The customer must notify DHL of any claim for late delivery, in writing or by telephone, within 14 calendar days of the shipment date and provide DHL with the account number (if any), the waybill number, the date of shipment, and complete receiver information. Within 30 calendar days after the customer so notifies DHL, DHL shall either:

E. Customer may not permit any other party to notify claims on its behalf nor assign claims to any other party. Payment by DHL of the transportation charges to the customer shall constitute a full release of DHL’s obligations for any delay under the Guarantee.

F. 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.

G. All other provisions of the DHL Terms and Conditions of Carriage apply. The Guarantee is subject to modification or cancellation by DHL at any time.

H. If the customer has an extremely time-sensitive shipment, the loss or delay of which may result in consequential damages, the customer must contact their own insurance agent or broker to insure against such risks, as DHL does not assume such liabilities. DHL does not provide and will not arrange such shipment insurance.

I. The Guarantee does not apply to:

  (i) shipments linked to clinical trials where temperature sensitive packaging is being used or;
  (ii) the extra charges applicable to any optional service sold with the shipment, e.g. packaging;
  (iii) temporary exports or imports;
  (iv) shipments with high value contents that require formal customs clearance;
  (v) shipments with pieces exceeding the defined weight or size limits; and/or
  (vi) shipments containing permitted Dangerous Goods.

A. The Services are available only from specified locations to specified post code destinations (or towns where no post codes are available).

Holidays in international locations will affect DHL’s transit times. Contact Customer Service for information on delivery commitments that may be affected due to the observance of holidays. Deliveries normally scheduled to be made on the day of holiday observance will be rescheduled for delivery on the next business day. The delivery commitment for the money-back guarantee policy will be extended for a period equal to the length of the holiday.

B. The Services are unavailable for unacceptable shipments as defined in the DHL Terms and Conditions of Carriage or for shipments which do not meet any other restrictions on size, weight, commodity or value identified by DHL.

C. To establish whether a Service is available for a particular shipment, between a particular origin and destination, or in combination with a particular service option, please consult DHL's website or contact DHL Customer Service and supply the following information:

D. The shipper must specify the requested Service on the waybill and must tender the shipment to DHL by the time specified by DHL.

Money-back guarantee payment will be retained if the customer is not in good credit standing. In such circumstances, DHL will hold the credit or refund payment until customer has made any outstanding payments.