If you would like to speak to a Customer Service Representative, please call 1-800-CALL-DHL, or we can be contacted via email at dhlcustomer.service.ca@dhl.com.

You can reach our National Office at:

DHL Express (Canada), Ltd.
90 Matheson Blvd. West, Suite 111
Mississauga, Ontario
Canada
L5R 3R3

DHL Express offers customers a convenient Saturday Delivery Service to major Canadian centres for a standard additional fee of $16.00 per shipment. Major centres include Vancouver (Metropolitan), Edmonton, Calgary, Winnipeg, Toronto (Metropolitan), Montreal and Halifax. See Value-Added Services for more information.

To use our Saturday delivery service, just follow these simple steps:

1. Call DHL Express by 3:00 p.m. on Friday. We can then alert the delivery branch of the incoming Saturday
2. For a delivery to a rural location, call DHL Express by 1:00 p.m. on Friday. We will then verify that your destination is a Saturday delivery point.
3. Complete a DHL Express waybill, check off the Saturday Delivery box, and attach a Saturday Delivery sticker to all packages within your shipment.

Please click on Drop-Off Locator for a full listing of Saturday delivery points. Or, call us at 1-800-CALL-DHL.

DHL Express has designed a leading-edge parcel management system track and trace based on the hand-held computer used by all of our drivers. As the package moves through the coast-to-coast DHL Express distribution network, vital information is scanned into the system at key locations. Critical information regarding who has received your package and when, waybill and parcel numbers, along with proof of delivery and digitized signatures are accurately recorded. You can access this information online instantly, 24hrs a day, 7 days a week, from anywhere in the world, using our Track Now! application on this website. For your convenience, you can view all shipments in one convenient table. Or, you can call one of our Customer Service Representatives at 1-800-CALL-DHL and they will track your shipment for you.

Although our team at DHL Express works hard to make sure your package gets to where it has to go, and we have the technology to prevent mistakes from happening, a shipment may occasionally be delivered incomplete. There are two likely reasons: human error (misdirected package during sorting) or, if it is a dangerous goods shipment and must travel separately from all other freight, it may have been transported on a separate vehicle. To track your package more easily, please ensure all your packages are marked with a barcode and contain complete address information, including postal/zip code. You can trace individual packages within a shipment using our Track Now! application on this website.

See Value-Added Services or Terms and Conditions to find out more about Dangerous Goods shipments.

Delivering to people's homes is very different from delivering to a business address. Often the resident is not at home when the courier arrives, and is therefore unable to sign for receipt of a package. This creates an inevitable service delay, as we must attempt to contact the person by phone and arrange for a re-delivery. This is not only time-consuming and costly for the sender and the receiver, but also for the courier. The easiest way to ensure that residential packages are delivered without delay is to write "NO SIGNATURE REQUIRED" in the instructions box. (Please note that this relieves the courier of responsibility for non-receipt of the package and should only be used for shipments of low value.)

DHL Express provides cardboard envelopes, plastic envelopes, mailbags, stickers and waybills for your shipments. Please see Ordering Shipping Supplies for a complete list of supplies available. Whether you use DHL Express packaging or your own, a DHL Express waybill must be attached to each package in your shipment. When you ship a package using the Internet, a waybill will be printed off with a portion to attach to each package in your shipment.

If you wish to use DHL Express supplies, you can order them at the same time as your pickup, and a DHL Express driver will deliver them to you. Or, click on Ordering Shipping Supplies to place an order through our website.

A DHL Express International Waybill must identify all shipments destined to locations outside of Canada. Dutiable shipments (those that are not simply documents) must have the proper customs documentation for the destination country, or they will be held in Canada. DHL Express has created a convenient Commercial Invoice for commodity shipments. Please see How To Fill Out Your Waybill for more information. Although our representatives are extremely knowledgeable about the documentation and clearance procedures required by U.S. Customs and can advise exporters accordingly, failure to provide or correctly complete proper international shipping documents can result in lengthy service delays. These and other customs delays are beyond the control of DHL Express, although we will do our utmost to advise you of the status of any delayed package. Please see Terms and Conditions regarding shipment guidelines and restrictions, or contact a Customer Service Representative at 1-800-CALL-DHL.

DHL Express offers a Guaranteed 9 am Express Service (overnight delivery by 9:00 a.m. to most major Canadian cities) and a Ground Service that is committed to delivering by noon of the scheduled day. See Products and Services menu for the full range of services offered by DHL Express.

A DHL Express Customer Service Representative will quickly contact the driver to see if he/she can return to your place of business. If he/she cannot return immediately, a Customer Service Representative will re-schedule another pickup for you.

We do not offer a same day service, but we do offer a next day 9 am Express Service, and other time-critical services.

Packages are restricted to a maximum of 150 lbs. in weight and 72 inches in length for both air and ground shipments, for all destinations.

Please see Drop-Off Locator for a complete listing of times and locations, or call one of our Customer Service Representatives at 1-800-CALL-DHL.

Our Return Cheque Service is a great solution for shipments requiring payment for goods on delivery. In this case, a DHL Express driver collects payment (in the form of a current or post-dated cheque, certified cheque, bank draft or money order) on delivery and returns it directly to you from anywhere in Canada.

Our transit times vary depending on the destination of the package, and which service you choose. Please refer to the DHL Express Points Guide for a complete list of transit times or Click Here.

This is a precautionary step taken just in case your packages become separated during the sorting process. By labelling the subsequent boxes that have "B" stickers on them, you will be assured your packages arrive safely.