Business is as usual in most of our 220+ countries and territories. However, these are extraordinary times, with many routes being impacted by the measures taken by local governments to curb the spread of COVID -19. Please refer to this site: simplydhl.com/covid-19updates for our temporary service adjustments. DHL Express will continue to deliver your shipment the soonest possible while adhering to the restrictions imposed by the local governments. To get the latest updates on your shipments, you can track them HERE.

Alternatively, you can also sign up for DHL eTrack & DHL ExpresSMS to send those notifications directly to you.

There are currently no plans in place to suspend the DHL Express Money Back Guarantee, which applies to time-definite (TDX) services.

Please note that at simplydhl.com/covid-19updates we outline our temporary service adjustments for DHL Express Time Definite.

International services arising from the COVID-19 pandemic, which includes additional days in transit and temporary service suspensions.

In most countries, the restrictions applied by the local governments do not apply to the transport of goods and documents. The DHL Express network is therefore operational for export and import shipments on these impacted lanes.

For the latest of the impacted lanes, please refer to this page: simplydhl.com/covid-19updates. For local language support, please refer to the links on the page itself.

We do expect to see more cancelations of Commercial Air Capacity, but this volume is loaded into our Dedicated Air Network.

Some governments have introduced restrictions on the export, and stricter controls on the import, of personal protective equipment (PPE), pharmaceuticals, hand sanitizers, disinfectant products, and medical equipment. As this is a matter for local legislation, DHL must adhere to these rules and restrictions.

Some governments have introduced restrictions on the export, and stricter controls on the import, of personal protective equipment (PPE), pharmaceuticals and medical equipment.

As this is a matter for local legislation, DHL must adhere to these rules and restrictions.

As the situation on the ground is changing rapidly, we recommend getting in touch with your local DHL team for more information on local measures. Hand sanitizer and antiseptic/ disinfectant products fall into the Dangerous Goods category. Such items are restricted in DHL Express. Approved DG Customers can send these supplies according to Global Capability List.

Our couriers are (temporarily) able to offer a non-contact alternative to any customer who does not wish to sign via the scanner screen. We are using the feature in our courier scanners to capture a photo of the shipment at the delivery location. So we can operate NSR (No Signature Required) if needed. To further assist receivers who do not wish to sign on scanners or on paper due to social distancing, we will temporarily enable Signature Release for all business-to-consumer (B2C) shipments on our On Demand Delivery platform. In addition, hand and scanner sanitization is performed before and after each customer interaction (Shipment Delivery or Pick-Up).

For customers who will accept the shipment but are only willing to sign a Delivery Sheet or on paper they may supply, the courier will enter the full name of the receiver and then subsequently will photograph the signature for Proof of Delivery purposes.

For customers who wish to accept the shipment but are unwilling to sign on the scanner or sign on any paper, the courier will deliver the shipment and will enter the full name of the receiver for Proof of Delivery purposes.

As per our global standard operating procedures we hold shipments for 7 days, or even longer if we have an “Agreed Delivery” date. We will not charge for this storage.

Before we return a shipment we always contact the shipper first for new instructions. We can reroute to an alternative address, return or even dispose.

We are however monitoring the situation closely based on impacted volumes, and we will adjust where needed.

At DHL Express we value our customers and appreciate the opportunity to continue providing you with international express services. The whole world is impacted by COVID-19 and we understand that this is a challenging time for many businesses. We are doing everything possible to ensure that we continue to provide the highest levels of service to you and your business. As you are aware the airline industry has drastically reduced its operations, both in terms of flights and closure of certain large transport HUBs, whilst for our road network a number of countries are making it more difficult to cross their borders. This has a direct impact on our ability to continue moving your shipments around the world. The current limited air capacity is being utilized at high cost and with strict payment terms, increasingly requiring advance payment.

In order to ensure that we are able to maintain our service to our customers, receiving payments as per the current payment terms is critical. Therefore, regret we will not be able to extend payment terms as requested.

When a country goes into a full lockdown situation while the shipment is in transit, we will take the appropriate measures to either keep the shipment safely stored in a facility, or return the shipment if possible. In the case a country completely closes, our business continuity plans will be mobilized.

In the case that the country is not closed, but when a delivery address is closed, we hold the shipment for 7 days, or even longer if we have an “Agreed Delivery” date. We will not charge for this storage. Before we return a shipment we always contact the shipper first for new instructions. We can reroute to an alternative address, return or even dispose. To avoid this situation, we request that you check the consignee is open to receive deliveries before you send the shipment.

We are always monitoring the situation closely based on impacted volumes, and we will adjust where needed.

The safety and wellbeing of all of our employees is paramount to us and we are introducing several measures at a local level to safeguard our employees against infection. Hand and scanner sanitization is being performed before and after each customer interaction.

If local health authorities or local DHL management have instructed the use of masks and/or gloves, then they will be used as instructed.

We are also advising couriers who share vehicles that keys, locks and vehicle controls that are touched by hand also be sanitized.

Yes, it is safe. According to the WHO, the likelihood of an infected person contaminating commercial goods is low and the risk of catching the virus that causes COVID-19 from a package that has been moved, transported, and exposed to different conditions and temperature is also low. (Source: www.who.int/news-room/q-a-detail/q-a-coronaviruses).

There is no conclusive evidence that an infection with any type of coronavirus is possible through contact with objects or packages, including those arriving from areas where cases have been reported (source: WHO, Robert Koch institute). The World Health Organization has said that, based on current knowledge, COVID-19 is spread from person to person through small droplets from the nose or mouth, which are spread when a person with COVID-19 coughs or exhales. People with the highest infection rate are those with direct contact with an infected person. As an added precaution, we recommend that you practice proper hand hygiene by WHO to thoroughly wash your hands or use an alcohol based hand sanitizer.

Please see Courier Instructions which have been shared globally (see excerpt below). In line with this, several measures are being taken in countries to avoid person-to-person contact. In short: the health and safety of all our teams is of utmost importance and all our couriers should ensure they protect themselves through proper sanitization.

Although washing hands for at least 30 seconds with soap and water offers optimal protection, where this is not available it is advised to use hand sanitizers.

• For High-Medium Risk Countries, hand and scanner sanitization will be performed before and after each Customer interaction (Shipment Delivery or Pick-Up). If local health authorities have instructed the use of masks and/or gloves then they will be used as instructed. If local DHL management have implemented the use of masks and/or gloves they will also be worn.
• For Low-Risk Countries, the same protection may be considered as above but as a minimum, hand and scanner sanitization needs to be performed before and after each Customer interaction.
• For Couriers who share vehicles, it is instructed to our couriers that keys, locks and vehicle controls that are touched by hand are also sanitized.
• Couriers depositing or collecting shipments from Unmanned Service Point Lockers etc. will also sanitize the screens of the locker prior to operating.