Optional Services – Enhanced Shipping Choices

In addition to the standard DHL Express liability, we offer financial protection to our customers against all risks of physical shipment loss or damage, from any external cause.

Shipment Value Protection

Overview

Shipment Value Protection can be arranged for both express documents and parcels, although some restrictions and limitations may apply. These will depend on the destination and content of the shipment.

DHL’s Shipment Value Protection meets the general requirements for loss and damage to goods in transit cover. Cover is effective from the time DHL Express has control or possession of the shipment until the time of delivery. Cover is for physical loss or damage of goods, subject to specific limitations and exclusions.

Limitations and exclusions

Shipment Value Protection covers items in transit worldwide, although temporary restrictions may apply from time to time as a consequence of but not limited to, political, terrorist, nuclear and war risks, or on the advice of government officials. It does not cover the following:

• Delay
• ordinary leakage
• loss in weight or volume, or wear and tear of the shipment;
• loss, damage or expense caused by insufficiency or unsuitability of packing or preparation of the shipment;
• loss, damage or expense caused by inherent vice or nature of the shipment;
• loss, damage or expense attributable to the willful misconduct by the customer or its agents;
• loss, damage or expense caused by delay;
• loss, damage or expense arising from the use of any atomic or nuclear weapon or radioactivity.

Basis of loss settlement

• Cover is limited to the value declared by you, replacement cost, invoice value or actual cash value whichever is the lowest. Evidence may be requested to substantiate the declared value in the event of a claim.
• In the event of total loss of your shipment, with Shipment Value Protection, you will also be entitled to a refund of the shipping charge. In the event of a partial loss, you will be entitled to a refund of the relevant proportion of the shipping charge.
• When more than one shipment covered by Shipment Value Protection is subject to loss or damage arising from a single event, the maximum aggregate compensation for all such shipments is limited to Euro 10 million.

How to make a claim

If you wish to make a claim, you should always notify DHL Express as soon as possible, but in any event, no later than 30 days following actual or scheduled delivery whichever is earlier.

DHL Express offers its customers standard DHL-branded packaging items completely free of charge, such as envelopes, small boxes and flyers.

A payable range of standard DHL-branded packaging is also available to our customers, such as larger boxes and triangular tubes, ideal for sending heavier goods.

DHL Express offers a range of industry packaging for specialized customer needs, such as Thermo-Controlled Packaging for sending diagnostic specimens. When required, dry ice supplies are also available in most countries.

For sending express shipments, DHL Express is certified in certain classes of Dangerous Goods in accordance with IATA and ADR regulations.

Read more about Dangerous Goods

Not enough hours in the day? DHL Express offers a number of pickup and delivery options for when the business day just isn’t long enough. Whether it’s outside of normal business hours, during the weekend, a public holiday, a pickup from or delivery to a remote address, your local DHL Express office will be able to find a solution.

When you need extra peace of mind that your shipment has been delivered, DHL Express can provide a proactive confirmation by fax, email, phone or SMS, whichever is more convenient for you.

DHL Express can arrange for a hard copy of the Receiver’s signature to verify delivery of a shipment. The proof of delivery is sent via fax or email back to the Sender and is an ideal option for customers without internet access.

If you need to send a parcel to a remote address anywhere in the world, DHL Express will meet the challenge. Thanks to our extensive network, we can help you reach customers and suppliers even in rural or difficult to access locations.

At times, it can be much easier to have your customer collect shipments from a DHL Express facility, rather than attempt a delivery to an uncertain address. Simply request the option at the time of booking or shipment pickup and our Customer Service staff at destination will notify the recipient when the shipment is ready to collect.

If you have a DHL shipment that cannot be delivered to your customer for an unexpected reason, DHL Express can arrange to hold the shipment for up to 7 calendar days free of charge.

DHL Express offers its customers flexible payment and billing options for shipment transport charges, duties and taxes. This flexibility gives the freedom to invoice the Sender, Receiver or Third Party.