Do you have any questions regarding tracking or delivery? Here are DHL Express' frequently asked questions (FAQs) from shipping, billing, customs, duties & taxes to e-commerce.
GENERAL QUERIES
We are the leading international courier service that specializes in providing comprehensive door-to-door logistics.
Learn more about DHL Express and how we can be of service to you and your business.
Anyone can ship with us! We support all customers from personal shippers to large businesses.
Account-holders will receive preferential DHL shipping rates, be the first to be notified of shipping promotions and have a dedicated account manager to support your shipping needs.
DHL Express does not serve the following countries:
- Ascension
- Bovet Island
- Indian Ocean Territory
- French Southern Territories
- Heard & Mcdonald Islands
- Pitcairn
- Saint Pierre & Miquelon
- Tajikistan
- Tristan Da Cunha
- US Minor Outlying Islands (Baker Island, Howland Island, Jarvis Island, Johnston Atoll, Kingman Reef, Midway Atoll, Palmyra Atoll, Wake Island)
- Western Sahara
DHL is unable to carry the following items due to laws, regulations, or statues. The prohibition is enforced by any federal, state or local government where the shipment is sent to or from, or simply transiting through. For international carriage there may be additional prohibited items specified by the country of destination.
- All Samsung Galaxy Note7 and Samsung Note7 devices
- Bullion (of any precious metal)
- Cash (legal tender – bank notes, currency notes and coins)
- Complete firearms, ammunition, explosives/explosive devices including inert explosives and test pieces, air guns, replica and imitation firearms
- Human remains or ashes in any form
- Hunting (animal) trophies, animal parts such as ivory and shark’s fin, animal remains or ashes, or animal by-products and derived products not intended for human consumption, prohibited for movement by the CITES Convention and/or local law
- Illegal goods, such as counterfeit goods and narcotics
- Live animals (including but not limited to mammals, reptiles, fish, invertebrates, amphibians, birds, insects, larvae and pupae)
- Loose lithium metal batteries under IATA PI968 section II
- Loose precious and semi-precious stones (cut or uncut, polished or unpolished)
- It contains any other item which DHL decides cannot be carried safely or legally
If you want more information on what DHL Express can or cannot accept, or are unclear about a certain commodity, do not hesitate to contact our DHL Express hotline today!
The following items are classified as restricted cargo and will not be accepted unless otherwise agreed. DHL Express will need to conduct a viable business case and reach a mutual agreement that is to be recorded in writing to proceed.
- Air guns, tasers, imitation or replica firearms, firearm parts and replica ammunition (includes rifle butts, trigger mechanisms, screws/bolts etc. which are manufactured for the sole purpose of creating a functional firearm)
- Antiques and works of art with a shipment value in excess of EUR 500,000
- Banderols/Tax stickers with a shipment value in excess of EUR 500,000
- Cannabis for medicinal purposes from bona fide pharmaceutical manufacturers with appropriate licences and where lawful to ship, which must be in tablet or liquid form, may be carried with an approved business case. The value of one shipment must not exceed EUR 10,000
- Cigarettes, cigars, tobacco products and electronic cigarettes with a shipment value in excess of EUR 500,000
- Commemorative coins and medals with an individual value or total shipment value of EUR 2,000 or more are restricted for carriage
- Dangerous/hazardous goods including but not limited to perfumes, aftershaves, aerosols, flammable substances, dry ice, biological substances, UN classified dangerous goods and any goods specified as such under International Air Transport Association regulations (“IATA”), the Agreement on Dangerous Goods by Road (“ADR”) or International Maritime Dangerous Goods (“IMDG”) regulations. Applicable to all shipments valued in excess of EUR 500,000
- Financial and monetary commodities – examples include but are not limited to activated SIM cards for mobile phones, blank or activated credit or cash dispenser cards, blank cheques, event tickets, lottery tickets, money or postal orders, pre-paid phone cards, tickets (blank stock), traveller’s cheques, vouchers/tokens, unused stamps etc. Applicable to all shipments valued in excess of EUR 500,000
- Furs
- Jewellery and watches and with individual values in excess of EUR 5,000. The shipment must not exceed EUR 100,000
If you want to know more about restrictions, contact our customer service team at 1800 285 8888 today!
DELIVERY AND PICKUP TIME FAQ
Getting started on shipping with DHL Express in Singapore is hassle-free and only requires two simple steps:
1. Create your DHL air waybill
2. Prepare your shipping invoice
Check out our comprehensive shipment preparation guide to help you get started.
We provide accurate delivery time estimations based on the details of your air waybill (AWB). You can check on your shipment’s estimated delivery date and get updates on the progress by DHL tracking tool by using your 10-digit DHL Express air waybill.
Our delivery and collection times are as follows:
DHL Express delivery time:
Monday to Friday: End of business day for non-residential and end of day (10:00 PM) for residential address only.
Pickup time:
Monday to Friday: 09:00 PM - 5:00 PM
Saturday: 10:00 AM - 1:00 PM
Avoid peak hours pickup between 12:00 PM – 2:00 PM. Pickup booking cut-off time for Monday to Friday is 5:00 PM and for Saturday is 1:00 PM.
To schedule a DHL Express courier pickup in Singapore, simply reach out to our customer service team or get it done via MyDHL+. For more information, you can check out our guide to start shipping with DHL Express.
Besides scheduling a courier pickup, you can also arrange for parcel drop-off at our DHL Express Service Points in Singapore.
Our On-Demand Delivery (ODD) service gives you six alternative delivery options for your convenience.
If there is no one available to accept your parcel, our DHL courier will leave a card at your address notifying you of the missed delivery. Through our On-Demand Delivery (ODD) service, you can opt for parcel collection at any of our four DHL Express Service Centres in Singapore. Or if you'd rather have us redeliver, that's not a problem either. Simply get in touch with our customer service team to arrange another delivery.
In case there is no card left at your doorstep, it could mean your parcel may not be delivered yet. To confirm, you can check on your shipment status using the tracking number provided by your merchant or online shop.
Volumetric weight measures the dimensions of your shipment to derive a weight. DHL Express will compare this to the actual weight of your shipment and select the higher of the two to use as the final weight calculation.
First of all, we offer our sincere apologies for this unfortunate incident.
Please lodge a claim by contacting the DHL customer service team. This has to be done within 30 days from the date DHL Express accepts the shipment.
We recommend that you read up on DHL shipment insurance to understand how compensation and coverage work.
Our transit times are optimised to ensure shipments are delivered in the quickest time possible. In most cases, if the shipment arrives early, we will send it out for delivery earlier than what was estimated.
However, we do understand that some shipments need special attention and are more urgent than others.
We offer three time-definite services:
Delivery before 9:00 AM
Delivery before 10:30 AM
Delivery before 12:00 PM
You should check with our customer service team if the country you are shipping to is eligible for these services. Surcharges apply.
Find out which DHL Express import and export service suits your needs best.
In the rare event where you need courier service within the same day, DHL Express offers Same Day Delivery Service (SDS).
Yes, DHL Express can return your shipment. However, please note that there will be a processing fee of S$30. We will retrieve the shipment and send it back to you on a best-effort basis.
BILLING AND PAYMENT
You can get a one-time quotation on MyDHL+. Non-account holders may also generate quotations.
For business shippers, sign up for a DHL Express corporate account and get a quotation.
If you are a non-account customer, you have the option of paying by credit card or debit card when you arrange for a shipment with MyDHL+ or when contacting our customer service. You can pay in cash when you are self-lodging your shipment.
If you are an account customer, you have the same options of payment but you will be eligible to use our MyBill (electronic billing) portal, electronic fund transfer, AXS, cheque, PayNow, or direct debit – a form of automatic GIRO payment.
Eligible to account customers only, you can visit DHL MyBill to sign-up.
After signing up, you will receive an update from our finance team within 24 hours on the status of your registration. Once your account has been activated, you will be notified and you can proceed to log in.
You have to be an account customer to apply for direct debit. Fill in this application form and send it to:
Finance Department
DHL Express (Singapore) Pte Ltd
Level 5, No. 1 Tai Seng Drive
Singapore 535215
Refer to our MyBill user guide here for step-by-step examples of the system.
Take a look at our MyBill video guide for a detailed explanation on various aspects of the portal here.
A breakdown of the key highlights of DHL MyBill:
Receive email notifications for new invoices
Review all historical payments
Generate customized reports on your billings
Query and dispute invoices
Secure payment by eNets or PayNow
Easy organization, reducing the need for physical invoices
No additional charges
If you have a MyBill account, go to “My Account” and click “Me”, and select the option to dispute the invoice. If you do not have a MyBill account, you can contact our finance team at 6880 6405.
Unless otherwise agreed, credit terms for freight is 30 days and credit terms for duties and taxes is seven days.
Our system will mail you reminder letters or you will be contacted by our finance team.
Typically, there are two reasons why you might be billed more:
- You did not indicate the accurate weight when creating your airway bill. All DHL Express shipments are subject to re-weigh, and if your shipment is heavier than what was originally declared, you will be billed the difference.
- You have incurred duties and taxes – you will need to pay for it before your shipment can clear customs. Read our guide on how to pay duties and taxes online.
If you prefer to speak to our experts, you can call our finance department at 6880 6405. Alternatively, you can call our toll-free customer service hotline at 1800 285 8888.
Hours of Operation:
Monday – Friday: 8.00 am – 9.00 pm
Saturday: 8.00 am – 2.00 pm
Sunday & Public Holidays: Closed
Effective 01 August 2015, we have renamed our GST Handling Fee to Advance Payment Fee. DHL Express pays in advance any GST charges raised by Singapore Customs on the behalf of the receiver. This helps to ensure faster customs clearance and delivery.
A minimum of S$20 is charged or 5% of the total GST payable, whichever is higher and up to a maximum of S$100.
Advance Payment is not applicable for Customs GIRO payment method.
DHL Express does not offer credit terms for GST. To expedite your shipment clearance, DHL Express has paid the GST in advance to Singapore Customs on your behalf. As such, we need to recover the payment before the shipment is released.
You can pay by:
Credit Card
PayNow, to DHL Express UEN# 197700524Z
Electronic Bank Transfer
GIRO
Cheque, crossed and made payable to DHL EXPRESS (SINGAPORE) PTE LTD
Direct Debit
AXS
Cash
CUSTOMS, DUTIES, AND TAXES IN SINGAPORE
Customs departments around the world are usually an extension of the country’s government. DHL Express has no influence over customs, but we do have the expertise and specialists to help facilitate a smooth clearance for your shipment.
Learn more about our Customs service here.
Every country has their own taxation schemes for exporting and importing. For example, anything being imported into Singapore that is valued above S$400 has to incur a 9% GST.
When your shipment incurs duties or taxes, the costs are usually borne by the receiver. There will be a set timeline to settle these fees if not your shipment might risk being delayed or in the worst case, confiscated by customs.
It is recommended that you read up thoroughly on the customs requirements of countries that you plan to export to prior to shipping. Similarly, it is important that you know your country’s importing requirements when you are ordering something from overseas.
Typically, the receiver shoulders the payment of duties and taxes. DHL Express allows shippers to offer their receivers greater convenience by using their DHL account to cover duties and taxes for their shipments over at the destination country. This is known as “Duties & Taxes Paid (DTP)”. These are commonly referred to in abbreviations as DTP, or DDP.
You should indicate this on your DHL AWB when creating your shipment.
If you're a declaring entity seeking to appoint a Declaring Agent for customs permits or certificates through TradeNet, you are required to:
- Register with the Accounting and Corporate Regulatory Authority (ACRA) or relevant Unique Entity Number (UEN) Issuance Agency to obtain a UEN.
- Activate your entity’s Customs Account.
A Declaring Entity refers to any importer, exporter, shipping agent, air cargo agent, freight forwarder, common carrier or other person who desires to obtain a customs permit, license, certificate or any other document or form of approval from Singapore Customs.
You can apply for Inter-Bank GIRO (IBG) from Singapore Customs. For details, please refer to the Singapore Customs official website.
Please note that DHL Express cannot assist you with the IBG application or when appointing DHL Express as a declaring agent. This is a process you must undertake independently.
Yes, you'll need to log in to TradeNet and authorize DHL Express as your Declaring Agent to apply for customs import, export, and transshipment permits or certificates.
Please note that DHL Express cannot assist you with this. This is a process you must undertake independently.
First of all, your shipping invoice is NOT to be confused with your DHL Express bill, although both may be referred to as invoices.
As long as you are shipping a parcel, regardless of the purpose, you must produce a shipping invoice. The invoice is a supporting document that justifies the description of your air waybill, and verifies the value of your shipment. It is used by both DHL Express and customs departments to have a better understanding of your shipment.
Shipping documents with DHL Express do not require a shipping invoice.
To get a refund, fill up the refund request form and submit the relevant documents. Our GST Helpdesk will review it and get back to you within 7 working days.
For re-declaration, submit the correct duties and tax invoice to DHL Express for us to re-declare the shipment with Singapore customs. Re-declaration fees apply.
Goods and Services Tax or GST is a broad-based consumption tax levied on the import of goods (collected by Singapore Customs), as well as nearly all supplies of goods and services in Singapore. In other countries, GST is known as the Value-Added Tax or VAT. GST of 9% is charged for all imports into Singapore with total CIF value above SGD 400.
For more information, please refer to https://www.iras.gov.sg/.
The Singapore Customs calculates the Goods and Services Tax (GST) on import goods based on the customs value of the goods, plus all duties, or the value of the last selling price plus all duties. The calculation of GST will apply to non-dutiable and dutiable goods imported into Singapore. There is also customs and excise duty on imported goods like alcohol.
For more information on how the GST calculator works in Singapore, read our guide on importing goods.
As per Singapore Customs, GST is levied on all goods imported into Singapore which are more than S$400 in Cost, Insurance and Freight (CIF) value and/or dutiable goods. Similar to imports, all re-imports of goods into Singapore will incur GST and/or duty payments.
If your online seller is absorbing the GST, they need to use DTP (Duties Taxes Paid) service whereby all Duties and Taxes will be billed back to the shipper.
You will need to pay for GST if your online seller has opted for DDU (Delivery Duty Unpaid), where the receiver is responsible for these charges.
For more information, please check with your online seller on the services offered by them.
GST is levied on all goods imported into Singapore with a value more than S$400 in CIF and/or dutiable goods.
What is CIF?
CIF = (Declaring value in SGD + Freight Charge) + 1% Insurance of (Declaring value in SGD + Freight Charge) x 8%
To apply for the temporary export and import permit in Singapore, please contact our Customer Service Team via live chat: http://bit.ly/ChatLiveWithDHLSG for the arrangement, after which you may get a GST exemption.
There will be a S$200 application fee for both permits, payable via cash, cheque, or credit card. If you have a GST account with us, it can be charged to the account.
Should there be an overpayment or incorrect payment of duties or GST, you can request for a reimbursement by writing to Singapore Customs. In order for your reimbursement to go smoothly, take note that this should be done within five years from the date of payment of duty or GST.
For more information, you can call our GST hotline at +65 6389 5722 (Mon – Fri, excluding public holidays: 8.30 am – 12.30 pm, 1.30 pm – 5.00 pm)
