Looking to submit a claim? Wondering how to read your invoice? You’ll find
answers to everything you’re looking for right here.
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Please call 1-800-CALL-DHL (1-800-225-5345) within 48 hours of the date of
delivery to request an immediate inspection.
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You must submit a Letter of Intent to Claim for damage within 60 days of the
date of delivery.
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In the event of concealed damage, you must contact DHL Express no later than 48
hours after the date of delivery. Failure to do so may jeopardize the
settlement of your claim.
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Please call 1-800-CALL-DHL (1-800-225-5345) and request a trace of any missing
packages. You will need to give the following information to your Customer
Service Representative:
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Description of the shipment
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I.D. number, serial number, model number, dimensions, colour, value and number
of packages being traced
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You must submit a Letter of Intent to Claim for loss and any supporting
documentation within nine (9) months of the expected date of delivery.
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If you need to submit a Claim, the following documentation is required:
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Letter of Intent to Claim outlining the circumstances and type of claim, in
addition to the amount being claimed.
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A copy of your waybill showing that DHL Express picked up the package.
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A copy of the shipping/supplier’s invoices covering the shipment in question.
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A copy of the inspection report (for damage claims only). This documentation
should be forwarded to your local DHL Express office. Upon receipt of these
documents, we will forward an acknowledgement and begin to process your claim.
If you require any assistance or clarification, please call 1-800-CALL-DHL
(1-800-225-5345) and ask to speak to one of our Claims Coordinators.
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Claims must be submitted at Point of Origin, meaning the shipper must claim if
the shipping fees were paid by that company. Otherwise the Account charged for
the shipment fees has the right to claim.
Damages must be reported to the local DHL Express office within 48 hours of
receiving the damaged Goods.
The claim for Lost or Damaged Goods must be submitted within 30 days from the
date the shipment was picked up by DHL Express.
Claims should be submitted within the 30-day time limit even in the case where a
search for a lost parcel is in progress.
Payment will be considered in the amount of $100.00 USD if the item was not
insured at the time of shipping.
Contact DHL Express Canada International Claims: 1-866-223-8319.
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Whether you view it online, or as a paper copy, the DHL Express invoice
summarizes all your billing information in a concise, easy-to-read format,
including:
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Account Information – a quick summary that includes the date of the invoice,
your account and invoice number.
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Mailing Address – if any portion is incorrect, please notify us immediately.
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Message Board – this is where we’ll let you know of any new products or
services, or important news.
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Account Summary – a quick review of all your account information.
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Remittance Portion – this clearly summarizes your account balance after
payments and credits and the amount due. Please send this along with your
payment.
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Detailed Billing – upon request, we can provide detailed shipping information
within the current billing period, including cubing detail and additional fees.
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Terms of Payment – this includes payment due date and penalties associated with
overdue accounts, as well as tax registration numbers.
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Account Discrepancies – use the space provided for any inquiries you may have
about your account. If you have any questions or comments, please call the
number listed on the remittance portion of your invoice.
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Your payment options include:
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Cheque (include remittance)
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Bank Transfer
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EFT (Electronic Funds Transfer) or at the nearest Credit and Collection Centre
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Credit Card (VISA and MasterCard)
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Cash – payable to a DHL Express driver
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At DHL Express we want to ensure all your international shipments are delivered
quickly and efficiently. Accurate and precise documentation is key because the
right forms, filled out with the correct information, will get your shipment
where it needs to be, when you need it there.
This section outlines some of the most commonly required documents for
international shipments. If you have questions about any of the following
forms, please call 1-800-CALL-DHL (1-800-225-5345) and speak to a Customer
Service Representative.
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Follow these step-by-step instructions for filling out a domestic waybill.
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Enter your complete street address, including the postal code.
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Enter the receiver’s complete street address, including the postal code.
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Check this box if your shipment is prepaid and enter your DHL Express Account
Number.
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Check this box if your shipment is collect and enter the receiver’s DHL Express
Account Number.
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Indicate the service required: Express or Ground.
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Indicate any "value-added services" required. Remember to affix the
corresponding sticker to your package.
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Enter the date of the shipment.
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Indicate if the shipment contains envelope(s), flyer(s) or parcel(s), and the
total number to be shipped.
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Enter the total combined weight (pounds/kilograms) and dimensions (either in
inches or centimeters) of all pieces of the shipment.
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Enter the value of the shipment if you want to declare a value over $100. If
you do not want to declare any value, enter NIL.
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Enter any reference number you wish. This information can be used to trace your
shipment at www.DHL.ca/tracking.
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Read the "Terms and Conditions" on the back of the waybill, and sign your name
where indicated.
Please ensure you have completed all areas of the waybill before your DHL
Express driver arrives for your pickup. Please leave all other areas of the
waybill blank, as they may need to be completed by our personnel.
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***Please note effective April 7th, DHL’s International Waybill has been changed
to reflect the new addition of Time Definite International suite of
services.***
The following are step-by-step instructions for filling out an International
Waybill for U.S. and International shipments. Please note that all U.S. and
international shipments must be sent prepaid.
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Payer account number and protection details.
Please choose the method of payment. For transport charges to be paid by the
receiver or 3rd party, specify the payer’s account number. If this is not
specified, the invoice will be sent automatically to the sender. To protect
your shipment, please specify the value of your shipment.
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Shipper’s account number.
If you have an account number, please enter it here. If you do not have an
account number, please leave this field blank.
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Shipper’s name.
Contact person.
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Shipper’s reference. Enter any reference number that might help you to
identify the shipment in the future. Please note that the first TWELVE
characters of the sender’s reference will appear on your invoice. 5. Shipper’s
company name. 6. Shipper’s address.
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Shipper’s postcode / zip code.
Shipper’s postal code or zip code.
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Shipper’s telephone, fax number or e-mail address.
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Receiver’s company name.
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Full delivery address.
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Receiver’s postcode.
Receiver’s postal code.
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Receiver’s name.
Contact person.
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Receiver’s telephone, fax number or e-mail address.
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Shipper’s agreement and signature. The sender must sign and date the Air
Waybill, thereby confirming that the stated details correspond to the contents
of the shipment, and accepting DHL’s terms and conditions as shown on the back
of the waybill.
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Shipment details.
Enter the total number of pieces, the total weight rounded up to the nearest
half kilo and the dimensions of your shipment in cm (length, width &
height).
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Full description of contents.
Give a full description of the items being shipped. The information provided
must be accurate. If there is insufficient space, the Proforma or Commercial
Invoice must give full details. The description of the contents on the Air
Waybill should then state “Refer to Invoice”.
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For non-document shipments only.
Enter the declared value of the shipment’s contents.
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Services.
Indicate the required service by marking the appropriate boxes. Not all
services are available to and from all locations. DHL Express 9:00 and DHL
Express 12:00 services are available to select International locations. DHL
Express Worldwide services are available to the US and selected International
locations. DHL Express 10:30 and International Ground services are available
only to the US.
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Air Waybill number.
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DHL will not deliver to post boxes.
Click
here
to view the new International waybill.
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Various export documents are required for all non-document shipments to the
United States and overseas, depending on the destination and the commodity.
The main document is a commercial invoice, required by law for most
commodity/commercial shipments. The DHL Express International Waybill saves you
time by combining the waybill and commercial invoice on one form, and may be
used for shipments with a declared value of less than $1,250 US. If the
shipment has a value of more than $1,250 US, or is being sent anywhere other
than the United States, a separate commercial invoice must be used (see the
example below).
One signed original and two copies of the invoice must be filled out completely
and included in all U.S.A. and international shipments by affixing them to the
first or lead parcel in the shipment.
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Enter your complete street address, including the postal code.
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Enter the receiver's complete street address, including the postal code.
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Please indicate the shipment details, including:
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The country of export
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The country of manufacture
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The final destination country
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International waybill number
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Terms of sale
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Currency of sale
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Name of importer
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Indicate the type of package to be used as well as any identifying marks on the
package. Provide an accurate, detailed description of each item in the
shipment.
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Enter the total number of pieces you are shipping.
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Enter the size and weight of package.
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Enter the unit price of each item you are shipping. For items with no
commercial value, indicate a minimum amount and write "Value for customs
purposes only" under "Total Value" (8).
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Please indicate the total value of each piece.
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Enter the total combined value of the goods you are shipping in either Canadian
or U.S. dollars.
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Ensure that you have signed and dated the original invoice. Signing the invoice
indicates to customs that the shipper assumes responsibility for the accuracy
of the description of the contents.
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