Questions & Answers

The postal barcode is a type of barcode that contains information about the recipient. You can create them with the shipping software Intraship.

DHL supplies both basic boxes and Packsets of different sizes. For more information click here.

Business customers can reorder shipping material through the business customer service. Alternatively, please contact the customer service team by calling: +49 (0)180 5 345 22 55 (14 Cent per minute or part thereof from a German landline; more than 42 Cent per minute or part thereof from a German mobile network).

The red adhesive tape is used to identify parcels weighing 20 kg or more. Our General Terms and Conditions require parcels to be labelled in this way. Simply wrap the tape once around your parcel.

As a DHL Paket business customer you benefit from special conditions and tariffs. If you have any questions about these conditions, please contact your sales advisor. If you are not yet a business customer with DHL Paket, contact us via the contact form.

Prices quoted for business customers are always net, i.e. they do not include VAT.

The current level of VAT is always applied on top of the quoted price. It is shown separately on the invoice.

If you have any queries about an invoice, please contact the accounting department at DHL. The contact details can be found on the invoice.

What returns options does DHL offer to business customers?
Business customers can choose from three different returns solutions:

• Returns with preprinted label
• Returns with pick-up
• The new online model, ideal for e-commerce: With DHL RETURNS ONLINE, customers request a label from your customer service department or use a self-service system on your website.

For more information click here.

You can set up various options by contacting your DHL sales advisor.

• Pick-up by request, e.g. if you do not send parcels on a regular basis - register your pick-up the day before in the pick-up portal or by contacting the customer service centre by phone, fax or e-mail.
• On fixed regular days of the week, e.g. every Monday, Wednesday and Friday along with regular deliveries
• Daily - we will pick up Monday to Friday along with regular deliveries. Pick-ups also available on Saturdays.

"Pick-up along with regular deliveries” means that the delivery employee will pick up your parcels at the same time he or she drops off items for delivery. If you are registered business customer the delivery employee will still come to pick up items even if there are no items to be delivered to you that day.

As parcels are picked up at the same time as regular deliveries are made, you can define the day but not the time.

Register your pick-up online via the pick-up portal, by contacting the business customer service team on +49 (0)180 3 000 186* or by fax on +49 (0)180 3 34 58 27*, or e-mail us at: abholportal@deutschepost.de
* (Mon - Fri 8am - 8pm, Sat 8am - 2pm, 9 Cent per minute or part thereof from a German landline; more than 42 Cent per minute or part thereof from a German mobile network)

If you send 500 shipments or more per year, then regular pick-ups are included in the price. If you specially arrange an individual pick-up (by phone, fax or e-mail), additional charges will apply.

Business customers can drop off parcels at an outlet at any time.

Yes, you can create several orders as a collective order. This is done by means of a csv list which combines all the pick-up orders. This makes online booking very efficient if you need to place several orders on the same day.

On the pick-up portal homepage, click on the contact button. Here you will find the contact details you need to have your online access unblocked.

The maximum cash on delivery amount is EUR 3,500.

When labelling a cash on delivery shipment, it’s especially important to give the correct amount and the correct description of the product. In DHL’s shipping logistics software, the exact layout of the label is defined in the specifications.

For business customers, the surcharge for cash on delivery is EUR 3.60. This is added to the parcel charge. In the case of international shipments, if no IBAN (International Bank Account Number) or BIC (Bank Identifier Code) is stated, an additional forwarding fee of EUR 5.00 will be levied.

If the data is sent too late (after 6pm), there is a risk that the cash on delivery amounts will not be transferred on time.

Please contact the responsible customs office or go to www.zoll.de. These sources will have information that is updated daily. Your chamber of commerce can also help.
Product-specific information on customs duties is also available on our customs page.

Yes, you can still register further shipments after completing the daily closing process.

The Intraship shipping software can import addresses in various formats (xls, csv and txt). The formats are described in the "Information" menu. You can also import address details from completed eBay transactions. It is also possible to import order details in csv format. The valid specification is available from technical support.
If you experience any problems with data import, please contact technical support.
Tel.: +49 (0)1805 00 33 21 (Mon - Fri 8am - 6pm, 14 Cent per minute or part thereof from a German landline; more than 42 Cent per minute or part thereof from a German mobile network)

The Intraship manual contains detailed information on how to use the software. Alternatively, just ask our experts by calling the Intraship hotline: +49 (0)180 5 00 33 21 (Mon - Fri 8am - 6pm, 14 Cent per minute or part thereof from a German landline; more than 42 Cent per minute or part thereof from a German mobile network)

Please do not dispose of incorrectly printed Intraship labels but send them to your accounting department at DHL to obtain a credit note. You will find the contact details for your accounting department on any invoice.

If Intraship becomes locked, contact our experts via the hotline. Please have your EKP number to hand when calling. Tel.: +49 (0)1805 00 33 21 (Mon - Fri 8am – 6pm, 14 Cent per minute or part thereof from a German landline; more than 42 Cent per minute or part thereof from a German mobile network)

No, the Intraship shipping software is free.

You will need a laser or thermal printer.

In accordance with our General Terms and Conditions, the standard insurance for national parcel delivery is EUR 500.

If shipping with WELTPAKET but without the Premium service:
In the event of loss or damage, DHL will be responsible for the material value of the content (evidence is required in the form of receipts and invoices) within the framework of legal liability set down by the conventions of the Universal Postal Union:

• 40 SDR per parcel plus 4.5 SDR per kg
• 1 SDR = EUR 1.12461*
• SDR = Special Drawing Rights

* Official conversion rate of the UPU for 2010

For Weltpaket with the Premium service the maximum level of liability is EUR 500 (included in the price). A higher level of liability may be arranged with the transport insurance service.

The higher insurance amount depends on the destination country. The relevant values can be found on the country pages.

You can search for the shipment number and also the reference number, if the sender sent this electronically to DHL.

This option is only available in the online shipment tracking system for business customers with a contract. To obtain log-in details, please contact your sales advisor.

You can download a search request application form from our website. Just complete the PDF on your computer and send it to NachforschungDHL@DeutschePost.de
Submit search request

Damage must be reported in writing within 7 days. To do this, download the form from the DHL website and hand in the completed form together with the shipment at any post office.
Go to damage notification form