Shipping with DHL Express in Canada

If you're shipping from a fulfillment location in Canada, then you can buy shipping labels from DHL Express Canada and ship your packages to international addresses. DHL Express Canada doesn't support calculated shipping rates at checkout.

The shipping rates that you're charged are based on Shopify's account with DHL Express Canada and includes free shipment pickups.

Considerations for shipping packages with DHL Express Canada

Review the following considerations when shipping with DHL Express Canada:

• DHL Express Canada ships only from Canada.
• You can ship only to international addresses. You can't ship to an address in Canada.
• DHL Express Canada doesn't support calculated shipping rates at checkout. You can buy DHL Express Canada shipping labels to fulfill orders only after an order is placed.
• DHL Express Canada doesn't ship from or to PO box addresses.
• Shipping with DHL Express Canada offers free shipment pickups.
• In the event of a lost or damaged shipment, DHL Express Canada must receive notice of a claim within 30 days after package pickup. For full details about DHL claims and liability, refer to getting support for DHL Express shipments.

Getting your products to DHL Express Canada

You can drop off your products at a DHL drop-off location in Canada or schedule a pickup.

Schedule a DHL Express Canada pickup

You can schedule a free pickup at your preferred date, time, and address. Pickups from DHL Express Canada are free. Pickup times are based on the time zone of the pickup address.

You can schedule a pickup from 1 to 7 days in advance. Any pickup times are estimates and depend on traffic, weather, and pickup address. If you want to schedule multiple pickups, then you need to buy at least one DHL Express Canada label.

Steps:

1. From your Shopify admin, go to Orders.

2. To schedule a pickup, do either of the following:

• To schedule a pickup immediately after you purchase a shipping label, in the Package pickup section, click Schedule pickup.
• To schedule a pickup for an order that was fulfilled with DHL Express Canada, open the order, click the ... icon, and then click Schedule pickup.

3. In the Pickup address section, select the pickup address or enter a custom address. Custom addresses aren't saved for future pickups.
4. In the Pickup details section, provide the following details:

• contact name and phone number
• pickup date and estimated pickup time
• package location, such as a reception or a front door
• any special instructions for the courier, such as an apartment number or a buzz code.

5. Review the pickup summary, and then click Schedule pickup.

You can view your scheduled pickups from the Orders page in your Shopify admin.

If you need additional help with your scheduled pickup, then call DHL at 1-800-CALL DHL (1-800-225-5345) with your pickup confirmation number and your tracking number. You can find your pickup confirmation number in the order's Timeline.

Cancel a DHL Express Canada pickup

You can cancel a scheduled pickup. If you try to cancel a pickup that is close to the scheduled time, then it might be too late and the driver still arrives at the schedule time.

Steps:

1. From your Shopify admin, go to Orders.

2. Click View pickups.

3. Click Cancel pickup.

4. Click Cancel pickup again to confirm.

International shipping with DHL Express Canada

DHL Express offers international shipping from Canada using DHL Express Worldwide shipping service. DHL Express Canada supports both DDP (Delivered Duty Paid) and DAP (Delivered At Place) labels.

Package requirements for DHL Express Canada international shipments

DHL Express Canada allows for the following maximum values on international shipments:

• Maximum weight is 70 kg (150 lb)
• Maximum length is 120 cm (47.2 in)
• Maximum width is 80 cm (31.5 in)
• Maximum height is 80 cm (31.5 in)

For more information about package requirements, refer to the DHL Express Canada website.

DHL Express Canada labels and customs documents

You can reduce paper waste and speed up customs clearance by using Paperless Trade and paperless commercial invoicing when you ship with DHL Express Canada. If you're shipping to a supported country, then your customs documentation is automatically submitted electronically, and you need to print only the shipping label.

Destination countries and regions that support Paperless Trade are covered in the DHL Express Digital Customs Invoice FAQ. If you're shipping to a non-supported country or region, then you need to print the customs forms and attach them to your shipment.

Delivery management options with DHL Express Canada

There's no additional charge for Signature Required service. Customers have the option to request alternative services using DHL Express's On Demand Delivery Service.

Your customers can use the following On Demand Delivery services:

• Reschedule the delivery date
• Leave the package with neighbor or concierge
• Collect the package from a service point
• Deliver to an alternative address
• If the customer is on vacation, then hold the package in DHL facilities

For more information on delivery management options, refer to DHL On Demand Delivery website.

DHL Express Canada prohibited items

Some items and commodities are restricted depending on where you're shipping to. Consult DHL's What Can I Ship webpage, and make sure you're familiar with your destination country's shipping regulations.

The following items are prohibited from being shipped using DHL Express:

• Counterfeit goods
• Live animals (for example, insects, pupae, or hatchlings)
• Bullion
• Currency
• Precious and semi-precious stones
• Weapons and ammunition
• Human remains or ashes
• Items considered illegal in your intended destination (for example, ivory or narcotics)

Packages containing prohibited items can't be shipped using DHL Express Canada. In this case, DHL Express contacts you and returns your item.

Free DHL Express Canada shipping supplies

You can order free shipping supplies from the DHL Canada website.

Steps:

1. Go to DHL Canada's website for ordering supplies.
2. In the DHL Account Number field, enter Shopify.
3. Complete the order form, and then click Next.
4. Enter your delivery address, and then click Submit.

Typically, delivery is completed within 3-5 business days, provided that the requested items are in stock. For urgent shipping supply needs, visit your nearest DHL retail location for immediate assistance.

Getting support for DHL Express Canada shipments

If you need help with your DHL Express Canada shipment, such as rerouting a package or submitting a claim, then you can contact Shopify Support.

Submitting shipping claims for DHL Express Canada shipments

If you're using DHL Express Canada through Shopify and your DHL Express Canada shipment is lost or damaged, then you can submit a shipping claim with Shopify Support.

Included insurance coverage for DHL Express shipments

DHL Express Canada has limited coverage for shipments based on value or weight. To view the full details of possible claim reimbursement, refer to section 6.1 of the DHL Express Terms and Conditions of Carriage.

Submitting a claim for a lost or damaged DHL Express Canada shipment

If your DHL Express Canada shipment is lost or damaged, then submit a shipping claim in the Shopify admin.

You should submit your claim as soon as you discover that a package was lost or damaged. DHL Express Canada must receive notice of a claim within 25 days after package pickup. Shopify Support also needs time to process and direct your claim to DHL before the liability period expires. More details can be found in Section 7 Claims of the DHL Express Terms and Conditions of Carriage.

Include the following information in your claim:

• Description of the damage
• The receiver's phone number
• For damage claims, include photos of the damaged package and products

Requesting support for DHL Express Canada shipments

If you're using DHL Express Canada through Shopify and you need help, then you can contact: