FAQ

CUSTOMS CLEARANCE FREQUENTLY ASKED QUESTIONS

Back to Main Topics

General

Shipping with DHL Express

DHL Express is the leading international courier service that specializes in providing comprehensive door-to-door logistics.

Anyone can ship with us! We support all customers from personal shippers to large businesses.

DHL is unable to carry the following items due to laws, regulations, or statues. The prohibition is enforced by any federal, state or local government where the shipment is sent to or from, or simply transiting through. For international carriage there may be additional prohibited items specified by the country of destination.

  • All Samsung Galaxy Note7 and Samsung Note7 devices
  • Bullion (of any precious metal)
  • Cash (legal tender – bank notes, currency notes, coins) and travelers cheques
  • Complete original and imitation firearms and firearm parts, ammunition, explosives/explosive devices
  • Human remains or ashes
  • Hunting (animal) trophies, animal parts such as ivory and sharks fin, animal remains or ashes, animal by-products
  • Illegal goods, such as counterfeit goods and narcotics
  • Live animals (including but not limited to mammals, reptiles, fish, invertebrates, amphibians, birds, insects, larvae and pupae)
  • Loose lithium metal batteries under IATA PI968 section II
  • Loose precious and semi-precious stones (cut or uncut, polished or unpolished)
  • It contains any other item which DHL decides cannot be carried safely or legally

If you want more information on what DHL Express can or cannot accept, or are unclear about a certain commodity, do not hesitate to contact our Customer Service on DHL Express Facebook page today!

DHL Express Malaysia’s operating hours are as follows:
Monday – Friday: 8:30 – 17:30
Saturday: 8:30 – 13:00
Sunday: Closed

Yes, DHL Express Malaysia delivers on Saturday from 10:30am until 12:30pm. However, there is no delivery made on Sunday.

To open a corporate account with us, you have to have a SSM certification, at least one international shipment per month with minimum shipping cost of RM200 per month or RM500+ on a quarterly basis.

Account-holders will receive preferential DHL shipping rates, be the first to be notified of shipping promotions and have a dedicated account manager to support your shipping needs.

DHL Express Malaysia provide accurate delivery service estimations based on the details of your air waybill (AWB). You can check on your shipment’s estimated delivery date and get updates on the progress by DHL tracking tool by using your 10-digit DHL Express air waybill. The estimate also takes into account any public holidays that might impact the overall transit time. DHL Express does not factor in transit over the weekends.

All transit time estimates are subject to customs clearance and airline uplift availability.

Volumetric weight measures the dimensions of your shipment to derive a weight. DHL Express will compare this and the actual weight of your shipment and select the higher of the two to use as final weight calculation. Calculate the volumetric weight here.

First of all, we offer our sincere apologies for this unfortunate incident.
Please lodge a claim by contacting DHL customer service team. This has to be done within 30 days from the date DHL Express accepts the shipment.

Services

For international door-to-door delivery to your destination country by a specific time, or by the end of the next possible business day, choose DHL’s Time Definite express services. Global reach and local teams ensure fast outbound delivery with end-to-end tracking and customs clearance.

THE DHL TIME DEFINITE EXPRESS SERVICES:

Country to country. Door-to-door. On time export to and from anywhere in the world defined by you:

DHL EXPRESS 9:00A door-to-door delivery before 9:00 a.m. on the next possible business day.
DHL EXPRESS 10:30A door-to-door delivery before 10:30 a.m. on the next possible business day.
DHL EXPRESS 12:00A door-to-door delivery before 12:00 noon on the next possible business day.
DHL EXPRESS WORLDWIDEA door-to-door delivery by the end of the next possible business day.
DHL EXPRESS EASYDelivery by the end of the next possible business day for shipments paid for at a DHL Service Point.

For international door-to-door delivery to your country by a specific time, or by the end of the next possible business day, choose DHL’s Time Definite express services. Global reach and local teams ensure fast inbound delivery with end-to-end tracking and customs clearance.

THE DHL TIME DEFINITE EXPRESS SERVICES:
Country to country. Door-to-door. On time import from anywhere in the world defined by you:

DHL EXPRESS 9:00A door-to-door delivery before 9:00 a.m. on the next possible business day.
DHL EXPRESS 10:30A door-to-door delivery before 10:30 a.m. on the next possible business day.
DHL EXPRESS 12:00A door-to-door delivery before 12:00 noon on the next possible business day.
DHL EXPRESS WORLDWIDEA door-to-door delivery by the end of the next possible business day.
DHL EXPRESS EASYDelivery by the end of the next possible business day for shipments paid for at a DHL Service Point.

Customs departments around the world are usually an extension of the country’s government. DHL Express has no influence over customs, but we do have the expertise and specialists to help facilitate a smooth clearance for your shipment.

Learn more about our Customs service here.

Shipments cannot be delivered to PO boxes. Shipments are delivered to the receiver’s address given by shipper with a recipient name.

Quotation

You can get a one-time quotation on MyDHL+. Non-account holders may also generate quotations.

If you are a non-account customer, you have the option of paying by credit card or cash card when you arrange for a shipment with MyDHL+.

If you are an account customer, you have the same options of payment but you will be eligible to use our MyBill (electronic billing) portal, electronic fund transfer.

Tracking

You can track your shipment quickly and easily via Track & Trace. Simply enter your shipment number for the current status of your shipment.

If you do not (any longer) have the shipment number, you can contact DHL Express Malaysia Customer Service for more information. If you are the recipient, you can also contact the sender/supplier for this.

This usually occurs if the information we have is insufficient to track the shipment for you. The address may be incorrect and we require clarification or some additional information may be required. The matter can be resolved very quickly by contacting Customer Service.

Yes, with our DHL On Demand Delivery (ODD) service, you can manage your shipment.
With ODD you can be notified by e-mail or SMS of certain stages in the shipment and set your shipment delivery preferences and priorities to meet your needs such as the following:

  • Change Delivery Date – Select a delivery date that works best for you
  • Leave in a Safe Place – Have your shipment delivered without a signature
  • Leave with Neighbor, Concierge or Guard – Leave your shipment with the appointed person
  • Service Point or Locker – Collect from a nearby DHL Service Point or Locker
  • Alternative Address – Redirect your shipment to a different address
  • Vacation Hold – We’ll keep your shipment while you’re on vacation

Location

You can visit your nearest DHL Express Service Point at www.locator.dhl.com.

You can drop off your parcel at one of our DHL Service Points. Find a DHL Service Point near you.

Contact

You may contact our Customer Service at 1 800 888 388 (Toll Free) / +603 7964 2800 (overseas).
You may also contact our Social Media Customer Service team on Monday to Friday from 8.30am to 5.30pm as follows: