Optional Services – Extend Your Shipping Choices

DHL offers a breadth of Optional Services - from non-standard deliveries and billing options to carbon neutral shipping. With a flexible choice of service enhancements, you have added convenience when using our express delivery services worldwide.

Please note that not all Optional Services are available with every shipment or in every country.

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.

Learn more on standard liability

Overview

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

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

Limitations and exclusions

Shipment Insurance 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 the shipper, 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 Insurance, 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 Insurance is subject to loss or damage arising from a single event, the maximum aggregate compensation for all such shipments is limited to 5 million EUR.

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 many DHL-branded packaging items completely free of charge, such as envelopes and small boxes. A payable range of standard DHL-branded packaging is also available in many locations, such as:

larger boxes for sending heavier goods
triangular tubes for sending posters
bottle boxes for sending liquids

DHL Express offers a range of industry packaging for specialized customer needs, such as Thermo Packaging for sending diagnostic specimens. Please ask your Sales Executive for more details.

Furthermore, a Smartphone box, Tablet box and a Laptop box are available in certain markets for high value contents that require sturdy protection. Please ask your Sales Executive for more details.

For more information on Packaging options and to order supplies:

Order Supplies Order Supplies

Are you a seasonal or irregular shipper? If so, we offer a convenient and on-demand service for shipment volumes that require short-term extra resources for their preparation. DHL Express manages the process of waybill preparation, content selection, labeling and paperwork, and then sends the parcels to the addresses provided.

DHL Express has a service to satisfy sending shipments of almost all shapes and sizes. When a piece in your shipment is in excess of 70kg, or has a longest side in excess of 120cm, additional charges are payable to cover the higher shipment handling costs. Please contact your local DHL Express office for advice.

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

Not enough days in the week? DHL Express offers pickup and delivery options from and to certain markets when the business week just isn’t long enough. Whether it’s a Saturday Delivery to a country in Asia, a pickup in the Middle East on a Friday or a delivery during the public holiday, your local DHL Express office can help to explain what is possible.

Sending an unusual shipment? DHL Express offers a number of pickup and delivery options for when the normal courier service at times isn’t enough. Our Dedicated Pickup and Delivery services provide specific vehicles or send more than one courier to the challenge. Your local DHL Express office can confirm if we have a solution for you at either the origin or destination.

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 and difficult to access locations.

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When you need extra peace of mind that your shipment has been delivered, DHL Express can provide a proactive confirmation by email, phone or SMS, whichever is more convenient for you. We also offer a Pickup Notification for when you are importing goods from abroad. Really useful when you are away from the office and unable to access the internet.

When you need constant vigilance on your shipment from pickup through to delivery, DHL Express can provide regular notification via email or phone informing you of key events and any incidents, with an estimated delivery date in the unlikely event of any transit time delay.

You don’t need to be a multinational company to get a global importing service from DHL Express. Receiver Paid is a shipping service where the Receiver commits to paying by cash or cash equivalent for all charges at the time of collecting the shipment from a DHL managed Service Point at destination. Transport rates are quoted at the time the Receiver makes a booking and the preferred Service Point is nominated at the same time.

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DHL Express offers its customers flexible payment and billing options for transport charges, duties and taxes. This flexibility gives the freedom to invoice the Shipper, Receiver or a third party Importer.

Payment on Pickup
As a Shipper, you can opt to pay cash at the time the courier arrives to pickup your shipment. All transport and related charges are presented in one invoice and the shipment is simply on its way. Ideal for Shippers without an account number or for business visits when you’re away from the office.

Import Express
An Import Express billing account allows you to control all of your inbound shipments through a single account number with all shipments shown on just one single invoice. A free of charge billing option.

Electronic Billing
Our free of charge electronic billing service enables customers to have an accurate, fast and efficient accounts payable service. Electronic billing allows our customers to view new invoices, search through archived invoices and import invoice data directly into their own accounting systems.

Learn more about DHL Express Electronic Billing Learn more about DHL Express Electronic Billing

Duties and Taxes Paid
This service allows duties and taxes to be charged to the Shipper or a nominated third party. We will clear the shipment at destination, pay customs charges, and invoice the duties and taxes to the account specified on the waybill. This enables the Shipper to sell goods to a Buyer on an all-inclusive price basis. DHL Express then invoices the Shipper for the administration of this service at the time of recovering the duties and taxes paid at destination.

Neutral Delivery
Neutral Delivery allows the Shipper to send a dutiable shipment to the Receiver, with the duties and taxes invoiced to a third party or importer of record. To maintain confidentiality for the Shipper, the shipment documentation doesn’t reveal the value of the goods to the Receiver.

Change of Billing
When a Shipper needs to change a billing record we can arrange to credit one invoice and re-invoice the same amount to a different account number than the one marked on the waybill. DHL Express raises an administration charge to the account holder.

Additional charges for Optional Services for international shipments

Optional Service	How We Charge	Extra Charge
Shipment Insurance	By shipment value	90.00 HRK or 1% of stated shipment value if higher
Payable Packaging	Per item	10.00 HRK
Weekend or Holiday Pickup	Per shipment	150.00 HRK
Weekend or Holiday Delivery	Per shipment	300.00 HRK
Dedicated Pickup	Per shipment	150.00 HRK
Dedicated Delivery	Per shipment	300.00 HRK
Delivery Notification	Per shipment	35.00 HRK
Proactive Tracking	Per shipment	75.00 HRK
Receiver Paid	Per shipment	35.00 HRK
Shipment Preparation	Per hour	55.00 HRK
Duties and Taxes Paid	Per shipment	130.00 HRK
Neutral Delivery	Per shipment	130.00 HRK
Change of Billing	Per shipment	75.00 HRK

Optional Services and Surcharges are in addition to applicable transportation charges. They will be billed in accordance with the published rates current at the time the shipment booking is made.

The DHL Express Rate & Transit Guide is available for download.

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