DHL Express (U.S.)
What does this mean?
Grade B (good: mostly official pages; check the flagged values before relying on them). 100% of 16 sources are the organization's own pages or government sites; 1 value(s) were read from a search snippet or an archive copy.
Get help with (3)
- Lost packageStart a trace by phone, then the shipper or bill-to party files a written claim within 30 days of the date DHL accepted the shipment.
- Item arrived damaged or defectiveKeep everything for inspection; the claim owner files within 30 days of the date DHL accepted the shipment.
- Late delivery or service guaranteeThe Money-Back Guarantee covers only the time-definite DHL EXPRESS 9:00, 10:30 and 12:00 services; notify DHL within 14 calendar days of the shipment date.
Contacts (7)
Phone
- DHL Express customer service (1-800-CALL-DHL)
Hours: Mon-Fri 5 AM to 7 PM Arizona time
DHL says to call this number to start a trace for a lost shipment or missing contents.
Use for: Lost package, Item arrived damaged or defective, Late delivery or service guarantee, Poor service or broken promise
Source: mydhl.express.dhl, verified 2026-10-12
- DHL Express billing assistance
Use for: Billing error
Source: mydhl.express.dhl, verified 2026-10-12
- Attempted delivery notices
Use for: Late delivery or service guarantee
Source: mydhl.express.dhl, verified 2026-10-12
Chat
- DHL Express Digital Assistant chat (24/7)
Hours: 24/7
Source: mydhl.express.dhl, verified 2026-10-12
Online forms
- File a claim with DHL Express (account holders and shippers)
Only the party that owns the claim rights (usually the shipper or bill-to account holder) can submit. Combine all documents into one PDF or ZIP file.
Use for: Lost package, Item arrived damaged or defective, Late delivery or service guarantee
Source: mydhl.express.dhl, verified 2026-10-12
- Claims information for shipment receivers (Assignment of Rights)
A receiver cannot file directly. The bill-to party or shipper must sign an Assignment of Rights form first.
Use for: Lost package, Item arrived damaged or defective
Source: mydhl.express.dhl, verified 2026-10-12
- Dispute charges for returned or cancelled shipments
Use for: Billing error
Source: mydhl.express.dhl, verified 2026-10-12
Escalation path
Go up one step at a time. Keep the reference numbers and dates from each contact.
Customer service
Written complaint
Claim by the bill-to party or shipper; receivers need an Assignment of Rights.
Card or bank dispute
Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)
Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)
Dispute with the seller who shipped the item.
State agencies for this sector: your state’s attorney general. Find yours in the list of state agencies, or as JSON in states/<code>.json (for example states/ny.json).
Known blockers
- A receiver cannot file a claim without a signed Assignment of Rights from the bill-to party or shipper.
- The 30-day claim window counts from the date DHL accepted the shipment, not the delivery date.
Scam warnings
Official domains
dhl.comexpress.dhl
Real links and emails from DHL Express (U.S.) end in one of these.
Report phishing
- DHL anti-abuse mailbox (attach suspicious emails; send screenshots of suspicious texts with the sender's number)
DHL asks you to attach a suspicious email to a new email instead of forwarding it, so the full headers are kept. Read from search-result text of this page on 2026-10-12; the page timed out for automated fetches.
Use for: Fraud or scam
Source: dhl.com, verified 2026-10-12
For the whole industry, read Parcel and mail carriers — how complaints work.
Verification notes
DHL Express is an international express carrier. In the U.S., only the bill-to party (the DHL account holder) or, in some cases, the shipper can file a claim. A receiver needs an Assignment of Rights from that party. Terms and Conditions of Carriage shown on the U.S. site are valid from December 28, 2024. The www.dhl.com U.S. pages timed out and could not be read.
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