DHL Express: Filing a claim

For any and all claims with DHL Express, Shippo must contact DHL Express on your behalf. 

DHL Claims must be filed within 30 days of the shipment date of the package. 

Claims can be filed for service failures including: 

  • Delayed Delivery
  • Damaged/Loss Package
  • Customs Rejection

Please note: DHL Claims must be filed within 30 days of the shipment date of the package. If you need to file a claim, please contact Shippo as soon as possible at support@goshippo.com 

Loss/Damage Claims - Required Information

  • Shipment Tracking Number
  • Description of the issue with supporting documentation including (pictures of the package, waybill, etc.)
  • This Claim Form 
    • Please ensure you list yourself as the “Claimant Contact”. 
    • Shippo will fill out the “Account Number” and “Claimant Company Address” for you. 

Important: Without the supporting documentation above, a claim cannot be submitted. 

Surcharge Disputes - Required Information

  • Shipment Tracking Number
  • Description of the issue with supporting documentation including. 
    • If the surcharge in question is a dimension surcharge, please re-create the package and take pictures of each side showing the measurements. Photos are required. 
    • Please re-print the waybill and attach it to the recreated package before taking photos. 

Important: Without the supporting documentation above, a dispute cannot be submitted. 

What happens next? 

Once a claim/dispute has been filed, please know that the process can take approximately thirty (30) calendar days. Once an outcome has been received, if a refund is involved, Shippo will credit your account for that amount and provide any additional details in our correspondence to you. 

If you need to file a claim or dispute for a reason other than those listed above, please reach out to support@goshippo.com and a member of our team will be happy to assist you. 

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