TDD Terms and Conditions

On this page, you will find the latest (and most applicable) Time Definite Delivery (TDD) Terms and Conditions. Please note that different terms and conditions may apply in certain countries.

DHL EXPRESS 9:00/ DHL EXPRESS 10:30/ DHL EXPRESS 12:00 Money-Back Guarantee Terms and Conditions

DHL will, upon the customer's request and subject to the restrictions described below, provide either a credit DHL EXPRESS 9:00 or DHL EXPRESS 10:30 or DHL EXPRESS 12:00 refund of the transportation charge paid by customer for a DHL EXPRESS 9:00 or a DHL EXPRESS 10:30 or DHL EXPRESS 12:00 shipment, which is delivered later than DHL's quoted delivery commitment time.

DHL's money-back guarantee is subject to the following conditions:

A. The money-back guarantee only applies to the DHL EXPRESS 9:00 and DHL EXPRESS 10:30 and DHL EXPRESS 12:00 service (each a "Service") and to shipments which comply fully with the service restrictions for the Services which are described in the next column.
B. The guarantee DHL EXPRESS 9:00 or DHL EXPRESS 10:30 or DHL EXPRESS 12:00 applies only to the transportation charge for a DHL EXPRESS 9:00 service or DHL EXPRESS 10:30 or DHL EXPRESS 12:00 service. The guarantee is exclusive of all other items, including, without limitation, fines, taxes or other charges or amounts, and transportation charges resulting from returned shipments.
C. In the case of multiple piece shipments, this guarantee will apply to every piece in the shipment. If a late delivery occurs for any piece within the shipment, the refund or credit will be given for the transportation charge applicable to the entire shipment.
D. Customer must notify DHL of any claim for late delivery, in writing or by telephone, within 30 calendar days of the shipment date and provide DHL with the account number (if any), the air waybill number, the date of shipment, and complete receiver information. Within 30 calendar days after customer so notifies DHL, DHL shall either

• provide the customer with the credit or refund.
• provide the customer with information explaining the reason that the shipment is not eligible for the guarantee under the applicable limitations or exclusions.
• provide the customer with evidence of timely delivery.

Payment by DHL of the transportation charge to the customer or another party nominated by him shall constitute a full release of DHL's obligations for any delay under the money-back guarantee to any interested party.
E. The guarantee will not apply where late delivery or failure to deliver is due to circumstances beyond DHL's control, as set out in the DHL Terms and Conditions of Carriage and including customs delays, inaccurate or incomplete shipment information, delivery instructions or information(such as P.O. Box for receiver address, missing or inaccurate receiver telephone number), receiver's request for delay, shipment diversion or special clearance services, or unavailability or refusal of the receiver to accept delivery or to pay duties and taxes against delivery if requested.
F. All other provisions of the DHL Terms and Conditions of Carriage apply. This money-back guarantee is subject to modification or cancellation by DHL at any time.
G. If a customer has an extremely time-sensitive shipment, the loss or delay of which may result in consequential damages, the customer must contact their own insurance agent or broker to insure against such risks, as DHL does not assume such liabilities. DHL does not provide and will not arrange such insurance.

Service restrictions / guidelines
A. The Services are available only from specified locations to specified postcode destinations (or towns where no postcodes are available).
B. The Services have restrictions on the permitted size and weight of shipments, and-in some cases-on the commodities which may be sent and the shipment value.
C. To establish whether either Service is available for a particular shipment or between a particular origin and destination, please contact DHL Customer Service, consult DHL's website, or use DHL's automated systems and supply the following information:

• the pick-up address,
• the commodity being shipped,
• (if applicable)its value for customs purposes,
• the time and date the shipment is available to be picked up,
• the exact destination, including postal code,
• the shipment weight,
• the shipment dimensions,
• the number of pieces.

D. The Services are not available for:
(i) Unacceptable Shipments as defined in the DHL Terms and Conditions of Carriage or shipments which do not meet any other commodity or value restrictions identified by DHL;
(ii) Shipments sent as Transport Collect Shipments;
(iii) Shipments using a service whose price is linked to the use of specific DHL packaging, such as Jumbo Box packaging;
(iv) Any additional service potion (other than insurance cover), e.g. weekend pick-up or delivery;
(v) Deferred of space-available moves.

E. The shipper must specify the requested Service on the air waybill and must tender the shipment to DHL by the time agreed with DHL.

For more information please call DHL-Sinotrans Customer Service hotline at 800-810-8000.