If you would like to speak to a Customer Service Representative, please call
1-800-CALL-DHL (1-800-225-5345), or we can be contacted via email at
dhlcustomer.service.ca@dhl.com.
You can reach our National Office at:
DHL Express (Canada), Ltd.
201 Westcreek Blvd. Suite 200
Brampton, Ontario
Canada
L6T 5S6
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DHL Express offers customers a convenient Saturday Delivery Service to major
Canadian centres for a standard additional fee of $16.00 per shipment. Major
centres include Vancouver (Metropolitan), Edmonton, Calgary, Winnipeg, Toronto
(Metropolitan), Montreal and Halifax.
For more information see Domestic Services..
To use our Saturday delivery service, just follow these simple steps:
-
Call DHL Express by 3:00 p.m. on Friday. We can then alert the delivery branch
of the incoming Saturday.
-
For a delivery to a rural location, call DHL Express by 1:00 p.m. on Friday. We
will then verify that your destination is a Saturday delivery point.
-
Complete a DHL Express waybill, check off the Saturday Delivery box, and attach
a Saturday Delivery sticker to all packages within your shipment.
Please
click here for a full
listing of Saturday delivery points. Or, call us at 1-800-CALL-DHL
(1-800-225-5345).
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DHL Express has designed a leading-edge parcel management system track and trace
based on the hand-held computer used by all of our drivers. As the package
moves through the coast-to-coast DHL Express distribution network, vital
information is scanned into the system at key locations.
Critical information regarding who has received your package and when, waybill
and parcel numbers, along with proof of delivery and digitized signatures are
accurately recorded. You can access this information online instantly, 24hrs a
day, 7 days a week, from anywhere in the world, using our
Track Now! application on this website.
For your convenience, you can view all shipments in one convenient table. Or,
you can call one of our Customer Service Representatives at 1-800-CALL-DHL
(1-800-225-5345) and they will track your shipment for you.
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Although our team at DHL Express works hard to make sure your package gets to
where it has to go, and we have the technology to prevent mistakes from
happening, a shipment may occasionally be delivered incomplete. There are two
likely reasons: human error (misdirected package during sorting) or, if it is a
dangerous goods shipment and must travel separately from all other freight, it
may have been transported on a separate vehicle.
To track your package more easily, please ensure all your packages are marked
with a barcode and contain complete address information, including postal/zip
code. You can trace individual packages within a shipment using our
Track Now! application on this website.
See
Value-Added Services or
our shipping
Terms and
Conditions to find out more about Dangerous Goods shipments.
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Delivering to people's homes is very different from delivering to a business
address. Often the resident is not at home when the courier arrives, and is
therefore unable to sign for receipt of a package. This creates an inevitable
service delay, as we must attempt to contact the person by phone and arrange
for a re-delivery. This is not only time-consuming and costly for the sender
and the receiver, but also for the courier.
The easiest way to ensure that residential packages are delivered without delay
is to write "NO SIGNATURE REQUIRED" in the instructions box. (Please note that
this relieves the courier of responsibility for non-receipt of the package and
should only be used for shipments of low value.)
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DHL Express provides cardboard envelopes, plastic envelopes, mailbags, stickers
and waybills for your shipments. Please see
Ordering Shipping Supplies for a complete list of supplies available.
Whether you use DHL Express packaging or your own, a DHL Express waybill must be
attached to each package in your shipment. When you ship a package using the
Internet, a waybill will be printed off with a portion to attach to each
package in your shipment.
If you wish to use DHL Express supplies, you can order them at the same time as
your pickup, and a DHL Express driver will deliver them to you. Or, click on
Ordering Shipping Supplies to place an order through our website.
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A DHL Express International Waybill must identify all shipments destined to
locations outside of Canada. Non-document shipments (those that are not simply
documents) must have the proper customs documentation for the destination
country, or they will be held in Canada.
DHL Express has created a convenient Commercial Invoice for commodity shipments.
***Please note effective April 7th, DHL’s International Waybill has been changed
to reflect the new addition of Time Definite International suite of
services.***
For more information see How To
Fill Out Your Waybill.
Although our representatives are extremely knowledgeable about the documentation
and clearance procedures required by U.S. Customs and can advise exporters
accordingly, failure to provide or correctly complete proper international
shipping documents can result in lengthy service delays. These and other
customs delays are beyond the control of DHL Express, although we will do our
utmost to advise you of the status of any delayed package.
Please see
Terms and Conditions
regarding shipment guidelines and restrictions, or contact a Customer Service
Representative at 1-800-CALL-DHL (1-800-225-5345).
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DHL Express offers guarantees for the following services:
-
DHL Domestic Express 9:00
-
DHL Domestic Express 18:00*
-
DHL Express 9:00
-
DHL Express 10:30
-
DHL Express 12:00
-
DHL Express Worldwide
See our Products and Services menu for the full
range of services offered by DHL Express.
See Terms and Conditions for more
information on the service guarantees and restrictions.
*Guaranteed
service will begin September 2008
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A DHL Express Customer Service Representative will quickly contact the driver
to see if he/she can return to your place of business. If he/she cannot return
immediately, a Customer Service Representative will re-schedule another pickup
for you.
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We do not offer a same day service, but we do offer DHL Domestic Express 9:00
and DHL Express 9:00 for next day delivery by 9:00 am and other time-critical
services.
See our
Products and Services menu
for the full range of services offered by DHL Express.
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DOMESTIC SERVICES:
- Weight limit:
-
Maximum per piece: 68kg (150 lbs)
- Size limit:
-
Maximum per piece: 91 x 61 x 180 cm (36 x 24 x 72 ins)
EXPORT SERVICES:
DHL Express 9:00
- Weight limit:
-
Maximum per shipment: 250 kg (550 lbs)
Maximum per piece: 25 kg (55 lbs) - Size limit:
-
Maximum length: 1 meter or 70 cm (27.6”) any one side
DHL Express 10:30
- Weight limit:
-
Maximum per shipment: Unlimited
Maximum per piece: 68 kg (150 lbs) - Size limit:
-
Maximum per piece: 96 x 71 x 157 cm (38” x 28” x 62”)
DHL Express 12:00
- Weight limit:
-
Maximum per shipment: Unlimited
Maximum per piece: 25 kg (55lbs) - Size limit:
-
Maximum length: Any one side - 1 meter More than one side 70cm (27.6ins)
DHL Express Worldwide
- Weight & Size limit:
-
Dependent on destination country, please refer to the Service Directory or
contact Customer Service
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Please see
Drop-Off Locator for
a complete listing of times and locations, or call one of our Customer Service
Representatives at 1-800-CALL-DHL (1-800-225-5345).
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Our Return Cheque Service is a great solution for shipments requiring payment
for goods on delivery. In this case, a DHL Express driver collects payment (in
the form of a current or post-dated cheque, certified cheque, bank draft or
money order) on delivery and returns it directly to you from anywhere in
Canada.
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Our transit times vary depending on the destination of the package, and which
service you choose. Please refer to the DHL Express Points Guide for a complete
list of transit times or
click here.
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This is a precautionary step taken just in case your packages become separated
during the sorting process. By labeling the subsequent boxes that have "B"
stickers on them, you will be assured your packages arrive safely.
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One of the easiest ways to book a pickup is doing it online at
www.dhl.ca.
You can also call 1-800-CALL-DHL (1-800-225-5345).
Put in the address details for the location of the pick up.
All the fields with yellow bars beside them are mandatory.
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The Pickup Location Drop Down Menu
The Pickup Location drop down menu gives you a list of the usual places for
picking up packages, i.e. Office, Mailroom, and Shipping/Receiving.
Email
When you book a pickup, you can have DHL send you a confirmation of the actual
pick up. This confirmation will be sent to the email you supply in this field.
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All the specifics of your shipment will be entered here.
All the fields with yellow bars next to them are mandatory.
The following is a list of the fields you will have to fill out and a brief
description of each.
- Shipment Ready
-
Shipment Ready is the time your packages will be ready for pickup. In other
words, this is the earliest the driver can pick up the packages.
- Office Closing
Time
-
Office Closing Time is the time your office will close. In other words, this is
the latest the driver can pick up the packages.
- Number of Pieces
-
This is the total number of pieces of all your shipments combined.
- Weight
-
This the total weight of all the packages combined.
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When you are ready to confirm the pickup information, press the "Save & Go
to Confirmation" button. This will bring you to the Pickup Confirmation page.
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The Book a Pickup screen gives you a chance to confirm the information you
supplied on the last page.
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If the information needs to be changed, click on the "Edit" button of either the
Pickup or Shipment section.
This will bring you back to the previous page where you can change what you
need to change.
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DHL can send you an email notification of the pickup.
It will use the email address you supplied in the previous screen.
To get notification make sure the "Please send me an email notification about
this pickup" box is check marked.
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Press the "Book Pickup" button to schedule the pickup.
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DHL will give you a confirmation number upon booking the pickup. Keep track of
this number for future purposes. If you chose the email notification option,
DHL will send you this number as part of the email.
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If the driver could not deliver a package (i.e. nobody was home), he or she
will put what DHL calls a “Doorknocker” on your door. It has all the details
you will need to either pick up the package at the local depot or reschedule
the driver to redeliver the package.
Delivery Information
The doorknocker has a specific number on it. You will need to put this number
in the Delivery Information section.
Delivery Location
In the Delivery Location section put in the delivery address.
Shipment Information
You must put in the date that you will be able to receive the delivery.
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Before booking the delivery, you must confirm the information is correct. To do
so, you must press the "Review and Confirm" button.
This will bring you to the Reschedule Delivery Confirmation Page.
If you need to make any changes press the "Edit" link in both the Delivery
Information section or the Shipment Information section. This will bring you
back to the previous screen to make the necessary changes.
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If the information you’ve entered is correct, press the "Reschedule Delivery"
button, and the delivery will be made.
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Once you’ve booked the delivery, DHL will give you a confirmation number. Make
sure you write that number down.
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The most basic of paperwork that must be included with any shipment going
outside of Canada is the Customs or Commercial Invoice.
Customs Invoice
The customs invoice is used when the items you are sending are not part of any
kind of commercial transaction. For example, you are sending items as gifts, or
you are sending samples. It is also known as the Pro-Forma.
Commercial Invoice
The commercial invoice is used when the items you are sending have been sold as
a commercial transaction. For example, you are sending items that have been
bought from you by a company outside of Canada. In other words, it is the
invoice of the items being bought and sent.
The following is a list of the fields you have to fill out and a brief
description of each.
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Invoice Type
Choose if you are going to create a Customs Invoice or a Commercial Invoice.
Invoice Number
This is a number supplied by you for your own records. If you are filling out a
commercial invoice, you could put the actual invoice number of the order for
cross-referencing at a later date.
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- Company Name
-
This is the name of your company.
- Name/Department
-
You can either enter your name here or your department name.
- Address, City,
Postal/Zip Code, Country
-
Enter your company’s address information here.
- Tel./Telex No.
-
Enter your telephone number here.
- VAT Registration No.
-
This is a tax number that most companies are given from their government.
In Canada it is the GST number. In the US it is the EIN, IRS, or Federal Tax ID
number. In Europe it is the VAT number.
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- Company Name
-
This is the name of the company you are sending to.
- Name/Department
-
Enter either the contact name of the person you are shipping to, or the
department name.
- Address, City, Postal/Zip Code, Country
-
Enter the recipient’s address information here.
- Tel./Telex No.
-
Enter the recipient’s telephone number here.
- VAT Registration No.
-
This is a tax number that most companies are given from their government.
In Canada it is the GST number. In the US it is the EIN, IRS, or Federal Tax ID
number. In Europe it is the VAT number. You will have to get this information
from the receiver.
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Enter the DHL air waybill number here.
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The terms of delivery is the agreement signed between the consignee and the
recipient on the responsibility of the shipment, including which one pays for
any duties that may occur at the border. DHL is concerned with only two terms,
DDU or DDP. However, you can use more if you choose.
- DDU
-
If there are any duties on a shipment, this determines the recipient pays for
them.
- DDP
-
If there are any duties on a shipment, this determines the shipper (you) pay
for them.
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In most instances these two weights will be the same. However, there will be
the odd time that they will differ. For example, if you put all the shipments
on a skid, the net weight value would be the total weight of the shipments
without the skid, and the gross weight would be the total weight of the
shipments including the skid.
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This is the number of different types of items you are sending. This is not the
number of pieces or packages. For example, you may have four packages being
shipped, but in the four packages you have ten different types of items. Ten is
the number you would choose.
In the item list, enter the specific details of the items you are shipping.
Most of the fields are self-explanatory with perhaps the exception of the
Customs Commodity Code.
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Also known as Harmonized Commodity Coding System (HS), this is not a mandatory
field but a highly recommended one to fill out.
The HS is a classification of items created by the World Customs Organization.
They grouped different items under a general type, i.e. electronics, and then
gave these general types a code. Along with this code, there are secondary
codes that are defined by the specific country for shipping and receiving the
shipment.
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Fill in the currency type, i.e. CDN for Canadian currency, or USD for US
currency.
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There are three "Reasons for Export" recognized by DHL, and they are as
follows.
- Permanent
-
The intention is for the package to go into the country and remain there.
- Temporary
-
The intention is for the package to go into the country for a period of time
but will be coming back to Canada eventually. For example, you are sending an
item (like a laptop) to a different country to be repaired. It will be coming
back when it has been fixed.
- Re-import
-
The intention is for the package to be sent back to the country from which it
came. For example, you are sending an item back on warranty. And instead of it
being fixed, you will be sent a replacement item.
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Enter today’s date.
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Enter the name of the person who will be signing the custom or commercial
invoice.
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If the items being shipped are from multiple countries, enter "Various" in this
field.
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Enter the place you are going to sign this document and the date you are going
to sign this document on.
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Press the "Create Invoice" button. This will bring up a new internet browser
window with the document for you to print.
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Calculating transit times is an easy task.
-
Choose the Destination:
From the drop down menu choose Domestic, US or International. Choosing the
destination determines the availability of other fields, i.e. whether a postal
code or a zip code field is required.
-
Choose "Ship to" Country:
This drop down menu will only appear if you choose International as a
Destination
-
Choose the Service:
Choose from the following services:
- Domestic Services:
-
DHL Domestic Express 9:00
DHL Domestic Express 18:00
DHL Ground - US Services:
-
DHL Express 10:30
DHL Express Worldwide
DHL International Ground - International Services:
-
DHL Express 9:00
DHL Express 12:00
DHL Express Worldwide.
All international shipments can only go Express.
-
Enter the Postal Codes:
Put in the "Ship from" and the "Ship to" Postal Code/Zip Code.
Press the "Calculate Transit Time" button.
From the rate screen, you can either use the Rate Calculator to calculate your
rates for any shipments, or you can use the Points of Service listing, which
gives a listing of all the points in the world we ship to, or you can calculate
Tariff Rates for any particular shipment.
Below is the list of the sections you have to fill out with a brief description
of each.
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If you are not logged in to your Web Profile, the Rate Calculator will only
give Tariff rates.
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Put in the postal code or zip code of the pickup location.
Usually it will be the same as the Ship From postal code in your Web Profile.
However, if you are calculating the cost of an e-Return, the postal code or zip
code should be of the location the package is going to be picked up from.
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Fill in the information of the delivery address. For Canada, you need the
province and the postal code. For US, you need the city, state, and zip code.
For international destinations, you will need the country and the postal code.
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Because DHL rates by the weight and not the piece amount, you only have to
enter in the entire weight of the shipment.
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If you only have the dimensions of the package, or you think the weight
calculated by the dimensions is going to be greater than the real weight, yet
you don’t have the means to figure this weight out, you can use the Weight
Calculator DHL supplies.
Package Type
Choose either the Box or Tube from the drop down menu.
Service
The dimensional weight is calculated differently with each service. Select from
the following services:
- Domestic Services:
-
DHL Domestic Express 9:00
DHL Domestic Express 18:00
DHL Ground - US Services:
-
DHL Express 10:30
DHL Express Worldwide
DHL International Ground - International Services:
-
DHL Express 9:00
DHL Express 12:00
DHL Express Worldwide.
Unit of Measure
Choose Imperial (pounds and inches) or Metric (kilograms and centimeters.)
Dimensions
-
For Boxes:
If you chose Box from the Package Type drop down menu, you will need to put in
the length, width, and height of the package.
-
For Tubes:
If you chose Tube from the drop down menu, you will need to put in the diameter
of the tube.
Press the "Set" button to bring the information back to the rate calculator
page.
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Cubing is a process that all courier and transportation companies use to ensure
that rates charged for light and bulky shipments are adequate enough to cover
the cost of the space it occupies on our planes and vehicles. Your shipment
will be priced according to whichever is heavier – the actual weight or the
cubic weight of the shipment.
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-
Calculate the volume of the package by multiplying, in inches, the length by
the width by the height.
-
Divide the volume by 1,728 (1 cubic foot).
-
Multiply this answer by the cubic factor of 4.5 to determine the cubic weight.
(A standard "cubic factor" is used by DHL Express to best represent the weight
of each cubic foot of space).
- Domestic Cubic Weight Formula:
-
(length x width x height) ÷ 1,728 x 15 = cubic weight in pounds
- Formula used
for calculating cubic weight using the example shown:
-
-
30" x 17" x 12" = 6,120
-
6,120 ÷ 1,728 = 3.54
-
3.54 x 15 = 53.1 lbs.
53.1 lbs. = cubic weight in pounds
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-
Calculate the volume of the package by multiplying, in centimeters, the length
by the width by the height.
-
Divide the volume by 28,317 (cm3/ft3).
-
Multiply this answer by the cubic factor of 6.825 to determine the cubic
weight. (DHL Express uses a "cubic factor" to best represent the volume in
mass.
- International Cubic Weight Formula:
-
(length x width x height) ÷ 28,317 x 6.825
- Formula used for calculating cubic
weight using the example shown:
-
-
75 cm x 43 cm x 30 cm = 96,750
-
96,750 ÷ 28,317 = 3.4166
-
3.4166 x 6.825 = 23.3 Kg.
23.3 Kg. = weight in kilograms
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Service Type
Choose the service type, Ground or Express.
Value Added Services
Select any of the extra services you wish to apply to the shipment.
Value of the Package
If you want to insure the package, put the package amount in this field.
WebShip will calculate the cost of insurance based on the amount you enter
here.
e-Returns
If you are doing an e-Return rate inquiry, make sure this is checked. DHL
charges a small fee for this service.
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When you press "Display Rate", an extra window will pop up with the rate
information.
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If you need to find the nearest branch, you can use the Drop-off Locator.
-
Click on one of the provinces.
This will take you to a list of all the drop-off locations and branches in that
province.
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