DHL Express (U.S.): late delivery or service guarantee

Collect

• account number
• waybill number
• shipment date
• complete receiver information

Steps

1. Check that the shipment used DHL EXPRESS 9:00, 10:30 or 12:00 (or the import versions).

2. Notify DHL in writing or by phone within 14 calendar days of the shipment date. Only the billed party can file a late-delivery service claim.

   PhoneDHL Express customer service (1-800-CALL-DHL) +1-800-225-5345

More contacts for this issue

Facts you can cite

• Deadline

  For the Money-Back Guarantee, the customer must notify DHL within 14 calendar days of the shipment date, in writing or by telephone, with the account number, waybill number, shipment date and complete receiver information.

  Source: mydhl.express.dhl, verified 2026-10-12

• Policy

  The Money-Back Guarantee applies to DHL EXPRESS 9:00, 10:30 and 12:00 and their IMPORT versions. DHL may modify or cancel it at any time.

  Source: mydhl.express.dhl, verified 2026-10-12

If that fails, escalate

Go up one step at a time. Keep the reference numbers and dates from each contact.

1. Customer service

   PhoneDHL Express customer service (1-800-CALL-DHL) +1-800-225-5345

2. Written complaint

   FormFile a claim with DHL Express (account holders and shippers)

   Claim by the bill-to party or shipper; receivers need an Assignment of Rights.

3. 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).

Watch out

Related

• Late delivery or service guarantee at other companies
• Parcel and mail carriers — how complaints work
• DHL Express (U.S.): lost package
• DHL Express (U.S.): item arrived damaged or defective