Frequently asked questions about DHL

Q: What is the delivery target of DHL?

A: Please keep in mind that delivery times can vary depending on the product/service chosen and origin/destination relation; from 3-5 days for nearby countries and up to 20 days for countries further away. However, due to uncontrollable circumstances, the time frame cannot be guaranteed.

Q: Is there a value limit for packages sending overseas?

A: A client code is required as part of the import and export entry preparation and Customs clearance for shipments valued at NZ$1,000 or more, read more>.

Destination countries have different limits on importing packages, for example, the maximum value of a single package allowed by Australia is 1,000 AUD, while in Chinese mainland it is 1,000RMB. Please learn about the rules before sending.

Q: Who will pick up my parcel? Will they help me pack the items?

A: DHL's couriers pick up the package at your doorstep. Please get the package and label ready in advance. They are not responsible for packing, weighing, or labeling.

Q: Do I have to print the courier label?

A: Yes, you need to print all the shipping documents, but you don't need to attach it to the package. The courier will sort them out on collection.

 Q: Will the courier call me before coming?

A: Normally they don't. Please leave the parcel in a place where it is easy to be spotted.

Q: Will you open the package for inspection on pick up?

A: The courier will not check the content for respecting your privacy, but you need to take the responsibility for any related problems.

Q: What if I'm not at home when the courier comes?

A: You can leave the package in a safe and easy-to-spot place. The courier will take it away after arriving. Please remember to leave clear instructions when booking; You can also drop off the package to any nearby post office.

Q: Can I change the pick-up time after booking a pick-up?

A: Yes, please contact 0800 800 020 to make any changes.