FAQs: DHL Express and Deftship

FAQs: DHL Express and Deftship

As we continually commit in providing quality support, we collated the answers for your possible questions when shipping through Deftship using DHL Express.

This article will show things to remember when shipping using DHL through Deftship. 

How can I track my shipment?

You can directly track the shipment by going to the shipments tab on Deftship system. Click HERE to learn more or you can use On Demand Delivery to help you track the progress of your delivery.

How does "On Demand Delivery" work?

To stay updated with the progress of your goods delivery. We recommend you take advantage of On Demand Delivery. It is a free feature where DHL sends an SMS/email including the link to download the app for monitoring/tracking the shipment from pickup to delivery. 
Through On Demand Delivery, you can also see the Tax & Duty requirements for the shipment. 



What are the guidelines for valid Commercial Invoice?

A Commercial or Pro Forma Invoice must contain:
  1. Complete name and address of the:
-Consignee 
-Seller/Shipper - indicate the Company Name and Contact Person's name
-Importer, if different from Consignee
  1. Detailed Description of the merchandise
  2. Number of pieces (quantities)
  3. Value per item
  4. Total Value
  5. Country of Origin
  6. Reason for Export (e.g. resale or inter company transfer)



Do I need to put a contact person corresponding to the company name on the label?

Yes. It is important that the shipper's company name is indicated on the label and the contact person. This way, the recipient would identify easier as to from where the package is from.

What are Terms of Trade means?

The terms of trade reflect the ratio between a country's export and import prices, serving as a gauge of its international trade strength. Put simply, it indicates how many units of imports can be obtained for each unit of exports. You can easily manage Duties and Taxies via On Demand Delivery.

DDU (Delivered Duty Unpaid) / DTU (Duties Taxes Unpaid) - Normal terms of trade, received is responsible for Duties and Taxes

DDP (Delivered Duty Paid) / DTP (Duties Taxes Paid) - Shippers pay for Duties & Taxes on behalf of the receiver

What are the Common Paperwork mistakes?

COMMON PAPERWORK MISTAKES
DESCRIPTION
Content Description is vague       
The description must be detailed and accurate. For example, 'computer parts' would require the words 'computer parts' AND brand name, model, serial number of the computer, list of all parts and serial numbers, easily understood descriptions (no technical terms)
Shipment Documentation is incomplete

Sometimes not all the pages of an invoice are received - values or quantities are missing
Incorrect Product code
Incorrect product code on the Air Waybill
Not in English
Invoice or Descriptions is not in English
Improper value or quantity
Goods are deliberately under-valued to avoid duties or taxes

DESCRIPTION SAMPLE

BAD DESCRIPTION
OK DESCRIPTION
GOOD DESCRIPTION
BEST DESCRIPTION
Spare Parts
Auto Spare Parts
Auto Parts - Pump
Auto Spare Pump, from plastic
Sample
Sample Computer
Sample Laptop, HP123

Part Number XL456
Printing Press Part
Assay for Printing Press
Part for Printing Press - metal


How long does the claim process normally take?

Most claims will resolve within ten (10) business days, however the entire claims process can take up to thirty (30) calendar days. 

What are Prohibited Goods?

The following items are prohibited from importing into United States Of America

  1. Air Guns
  2. Animals, fish, birds (live)
  3. Bullion (of any precious metal)
  4. Cash (current legal tender)
  5. Explosives and weapons
  6. Firearms (complete), ammunition
  7. Gambling device(incl. Playing card)
  8. Human remains, including ashes
  9. Hunting trophies,animal part/remain
  10. Illegal goods(counterfeit,narcotic)
  11. Imitation explos.devices,ammuniton
  12. Imitation(replica) firearms,weapons
  13. Ivory
  14. Loose (semi)precious stones
  15. Medicinal Cannabis
  16. Pornography
  17. Precious Metals & Stones
  18. Replica Ammunition
  19. Used car parts and engines ? only acceptable if all steps have been taken to nullify hazardous residues

What is an undeliverable shipment?

An undeliverable shipment is identified as a shipment having a network trace open by the destination 
station as undeliverable as defined below:
Attempts were already made at destination to resolve:
- Minimum of 2 attempts within 3 working days to make contact using receiver information on AWB -phone # and/or email
- Attempted unsuccessful deliveries by local station:
- Local station may attempt delivery multiple times if receiver is not home at time of delivery
- Local station may attempt delivery to collect unpaid D/T where we can collect on site 
Note:
- Standard is up to 2 attempts for delivery
- The contact/delivery attempts above are in addition to any auto notifications/ On Demand Delivery Notifications that the receiver may be getting through email/text (as long as merchant’s customer provides accurate contact information when purchasing on your merchant’s website)

What is the Shipment Weight Limit?

Heavy Weight Capabilities Globally:

1. Weight limit: 1,000kg (2200lbs) per piece & total shipment weight 3,000kg (6600lbs)

2. Max Volume limit per piece:  L*W: 300*200 cm (interchangeable) and H 180cm


What may be needed to deliver an undeliverable shipment? 

New contact information (NCI) Required to deliver:
“New Contact Information” needed because of bad address, incorrect phone number, or no response to an email/phone call/ 
ODD messaging 
Receiver Refused Shipment (Not ordered):
Consignee listed advised they did not order the shipment and/or actual customer may have input incorrect address for delivery
Receiver Refused to pay duty and tax:
Consignee has refused to pay duties and taxes and rejects shipment

How to submit a claim?

To submit a claim, you can create a ticket. Click HERE to learn more or you sending us an email at support@deftship.com. 
Kindly see the list of required documents to provide upon creation of ticket. 

For Missing Content or Lost Shipment

  1. A copy of the waybill, if available.
  2. Documentation supporting the amount claimed- e.g. a vendor/supplier invoice and a retail invoice.
  3. If the item was purchased or sold via the Internet, documentation of that transaction is required.
  4. Serial numbers, identifying marks, or other information unique to the specific item(s) claimed
  5. Providing all the documents will allow for resolution of most claims within 30 calendar days.

For Damaged Shipment

  1. A copy of the waybill, if available.
  2. Documentation supporting the amount claimed- e.g. a vendor/supplier invoice and a retail invoice.
  3. If the item was purchased or sold via the Internet, documentation of that transaction is required.
  4. Photos of damaged items including inner and outer packaging
  5. Repair Estimate
  6. If non-repairable, a technician’s statement of non-repair
  7. Serial numbers, identifying marks, or other information unique to the specific item(s) claimed
  8. Providing all the documents will allow for resolution of most claims within 30 calendar days.