Express Customer Service FAQs

 The DHL Tracking page can provide up-to-date information on your shipment location.

A DHL account is highly recommended if you ship frequently. This offers you negotiated price savings and the opportunity to pay by monthly invoice. Less frequent shippers can pay by cash or credit card.

When your shipment is overweight, is outside of accepted dimensions, or requires dedicated handling due to its contents, please contact your local DHL Express office for advice.
Whether it’s outside of normal business hours or a pickup from or delivery to a remote address, your local DHL Express office will be able to find a solution.

Due to the size of the door openings on our vans and planes, we ask that a shipment does not exceed 120 cm in dimension. We will be pleased to advise and arrange carriage of any larger items for you. In addition, for the safety of our couriers, we require notification of shipments over 50kg in weight.

You will have to discuss this with the vendor. It depends on the type of commodity you are purchasing, the value of the goods, how the vendor labels them for customs purposes and what country you are importing them into. If customs imposes a charge DHL will pay this in the first instance, however you are advised to pay this, whether or not you accept delivery of the goods.

Absolutely! DHL has unrivalled experience of international shipping. Please contact DHL Sales to discuss your needs.

Please be aware that when purchasing goods via internet sites, some or all of these goods may not originate in your home country. When goods are not sent domestically or within a single customs union, you are liable to pay any inbound duties and taxes which your local Customs authority deems appropriate. Duties and taxes are most typically not included in the price of the goods you purchase online.

DHL pays the Customs authority on your behalf any duties and taxes that are due on the goods, when they enter the country. This simple process ensures that our courier can deliver your goods in shortest possible transit time. Please note that we only release the goods to you upon the full repayment of any duties and taxes that were paid on your behalf.

If you do not have a DHL account, please use the DHL Ship Online to send your package using your credit card to pay for the shipping cost.

DHL supplies a wide range of high-quality DHL packaging materials for any size and shape. That includes paper bags, hardboard envelopes, boxes in multiple sizes, and paper tubes. For further information on supply of packaging materials, please contact your DHL sales representative or the DHL 24-hour customer service hotline.

If you do not have a DHL account, please use the DHL Ship Online service to send your urgent package using a credit card. You may visit a DHL Service Point nearby to drop in your package. You may also Open a DHL Account for preferential rates and to enjoy the benefits of being a DHL Account holder.

Please use our DHL shipment tracking solution to obtain the latest delivery status of your package. 

Please use our DHL shipment tracking solution to obtain the latest delivery status of your package.

The delivery time of DHL is either morning or afternoon, and there is no delivery schedule in the evening. However, DHL launched the "Collection" option that allows customers to pick up their package in the FamilyMart. You may contact DHL Customer Service hotline for more details and register for this option.

If you have any doubt, you may call our toll-free service hotline and verify it with our customer service advisor.

Please refer to the DHL Packaging page.

Air Waybills of DHL Express consist of 10 digits. Please use our DHL shipment tracking solution to obtain the latest delivery status of your package.

After logging into DHL EzyBill, you can view the detailed information of your Air Waybill on the Account Summary page or the Advanced Search page. Click on the link of Air Waybill number from the search form and select the desired Air Waybill, and the page will display the details of that Air Waybill. You may also click on the "browse image" in the browsing field to access the copy of Air Waybill and commercial invoice.

After logging into DHL EzyBill, you can view the detailed information of your invoices on the Account Summary page or the Advanced Search page. Click on the link of invoice number from the search form and select the desired invoice, and the page will show the details of that invoice. You may click 'browse invoice' in the View Invoice column to access the invoice copy.

After logging into DHL EzyBill, select the account information from the top navigation, then select 'statement' from the left menu. Select SAP account number and you can browse the statement.

You can find the information you need for payment on the reconcile column locatedat the bottom of the last page of your invoice.

You can find the information on DHL website.

Once you tick the "Destination duties / taxes" are to be paid by the "Shipper" or "other" at the bottom of the Air Waybill, this service will be in effect, and you will be charged with a handling fee of TWD720 (5% business tax not included) or TWD$756 (5% business tax inclusive).

If it is still be be paid in Taiwan, please provide the "Letter of Acceptance" that is completed and stamped by the new freight payer. If it is to be paid overseas, please provide the e-mail showing that the new freight payer agrees to pay, and it must include Air Waybill number, the texts of "agree to pay", payment account and contact information so we can check with the DHL overseas office.

This bill (receipt) requires payment. As DHL paid on behalf of the customer, there will be no uniform invoice.

Please inquire the information at the Customs, Port and Trade (CPT) Single Window website.

When the false price of goods results in tax evasion, it is in violation of the relevant provisions of the Customs Anti-smuggling Act and will be punished accordingly. If the violation involves forged or altered invoices, the case will be transferred to the prosecution authorities according to law.

(1) If the ""MW0"" and ""MP1"" codes are not listed on the ""Import Requirement"" column of ""Customs Import Tariff and Import and Export Commodity Classification of the Republic of China"", the importer is exempted from acquiring a license for the importation. The importer/exporter can contact the customs directly for declaration and importation. If it is marked with other codes, the declaration should be handled in accordance with other provisions.
(2) The importation of items from Mainland China should be handled in accordance with the relevant provisions of ""Consolidated List of Restricted Imports and Customs Assist Checking of Imported Goods"", ""Customs Import Tariff and Import and Export Commodity Classification of the Republic of China"" and ""“Consolidated List of Conditional Import Items of Mainland China Origin"".
(3) Refer to Bureau of Foreign Trade website for more information.

Before the importation of goods, please apply for pre-assessment with the Customs Administration, Ministry of Finance to know the items that should be included in the duty-paid value, to calculate the import costs and improve the predictability of business transactions in advance.
1. The Regulations Governing the Implementation of Customs Valuation Advice Service on Imported Goods
2. The Regulations Governing the Pre-assessment on Value of Imported Goods

If you are a post-release duty payment or general cash payment customer, please contact DHL service centers. If not, please contact DHL Taipei Gateway Duty Team at 03-3981286.

If you want to get the tax bills more quickly, you can register to the following website. When your company has import shipments, you can access and pay online directly.
The procedure for applying the Post-Release Duty Payment is as follows:
1. To obtain the Debit Application for designated account, please dial 0800-299-889 to Single Window Service Center for Government Service Platform.
2. Prepare your Business Certificate (company) or Citizen Digital Certificate (individuals)
3. Register an account at the Customs, Port and Trade (CPT) Single Window
4. Notify ICC (Import Custom Clearance) of DHL to set up the system via 03-3981286.

1. If it is a general warehouse (CH/CW) tax bill, the tax bill will be delivered one or two days late.
2. If the tax amount exceeds TWD20,000, DHL will send electronic tax bill to your mailbox every Tuesday and Friday. Since the print-out of electronic tax bill can be used as originals, DHL will not send out original tax bill separately.
3. Tax bills for general cash payment and remittance-first-deliver-later will be delivered together with the package.

Advertising materials are defined as means of promotional materials printed or engraved with advertising main body numbers or advertisements. Samples means products printed or engraved with ""samples"" or ""not-for-sell"" wordings or listed as samples or not-for-sell-items in customs declaration documents that are for reference of trading or manufacturing purposes. The term ""with no commercial value"" refers to items that has no transactional value and has been smeared or damaged, damaged, so they cannot be used normally.

How to declare advertising materials or samples:
The taxable methods can be divided 3M and 5M. 5M: Items that meet the requirements of tax exemption (the advertising materials and samples will be exempted from import duties in one of the following conditions: 1. No commercial value 2. Except for aforesaid advertising materials and samples, the duty-paid value is under TWD12,000.) 3M: If the imported goods do not comply with the tax exemption requirements listed above, they are all subjected to import taxes with no tax exemption applicable.

Tax = import tax + business tax; import tax = commodity price (freight inclusive) * import tax rate; business tax = (commodity price + import tax) * business tax rate (5%)

Please refer to Customs website.

The magnetism must be below 0.002 Gauss (electromagnetic unit), and you need to provide proof documents of the magnet materials.

Permission from CITC (Communications and Information Technology Commission) prior to importation is required. The receiver must obtain the said permission. If the receiver files for the permission after the arrival of package, it may cause serious delay in customs clearan and delivery.

Please fill-out the Declaration of C/O Application for Re-exportation.

Please fill-out the Export Declaration Copies Application.

Please fill-out the Import Declaration Copies Application and the Description of Application for Import Certificate.