DHL Express

• Delivery to Most Countries 2-7 days. Can take longer if customs has any issues.
• Tracking will show left country normally within 24 hours after tracking starts.
• DHL does not pick up on Saturday, Sunday or Holidays.
• Any delays in shipping the customer should be directed to contact their local DHL directly.
• GL Team is [e-mail] if we need assistance.
• DHL charges a handling fee for orders that have customs fees applied to them. The amount will vary based on the country.
• Check with DHL Observer regularly to see if any delays or details that affect the packages. (Sent by Molly)
• DHL International supports majority of all the countries we ship to. Here is a list of those countries to start.

DDP is indicated in this list for the countries where D&T are prepaid. These countries are Canada, UAE, Israel, Brazil, and  Saudi Arabia.

Australia	Belgium	Brazil DDP	Canada DDP	Finland	France
Israel DDP	Macau	Malaysia	Netherlands	New Zealand	Norway
Taiwan	Ukraine	UAE DDP	Azerbaijan	Bahamas	Bahrain
Argentina	Armenia	Aruba	Bangladesh	Barbados	Belize
Brunei	Bulgaria	Burkina Faso	Burundi	Cambodia	Cape Verde
Cook Islands	Costa Rica	Cote D’Ivoire	Croatia	Cyprus	Czech Republic
Egypt	El Savador	Estonia	Faroe Islands	Fiji	French Guiana
Gernada	Guadeloupe	Guam	Guatemala	Guernsey	Guyana
Jamaica	Jersey	Jordan	Kenya	Kuwait	Kyrgyzstan
Macedonia	Madagascar	Maldives	Mali	Malta	Martinique
Mozambique	Namibia	New Caledonia	Nicaragua	Oman	Panama
Poland	Qatar	Romania	Saint Kittes & Nevis	Saint Lucia	Saint Vincent
Seychelles	Sint Maarten	Slovakia	Slovenia	Solomon Islands	South Africa
Trinidad & Tobago	Tunisia	Uruguay	Uzbekistan	Vanuatu	Venezuela
Zimbabwe	Zambia	Togo	Serbia	Philippines	Montenegro
Ecuador	Congo	Botswana	Antigua & Barbuda	Switzerland	Iceland
Virgin Islands British	Yemen	Suriname	Tanzania United Republic	San Marino	Senegal
Peru	Moldova Republic	Mongolia	Lebanon	Lithuania	Honduras
Georgia	Gilbraltar	Dominica	Dominican Republic	Chile	Colombia
Bolivia	Andorra	Angula	Singapore	Sweden	Hong Kong
Bosnia & Herzegovina	Paraguay	Luxembourg	Sri Lanka	Papua New Guinea	Latvia
India	Hungary	Green Land	Vietnam	Samoa	Mauritius
Gambia	Cayman Islands	Albania	Great Britain	Bermuda	Saudi Arabia DDP
Haiti	Denmark

DHL Tracking Scans

DHL has a Proof Of Delivery (POD) that is viewable directly from the tracking page. Once it is delivered you can view and send a copy to the customer as needed. However keep in mind with DHL signatures are not always required. Here is common abbreviations from DHL that means no signature was obtained.

ATL = Authorized to Leave

Stamp Menta = Left at a pick up location for the customer to claim. (Customer will have to contact DHL to obtain this location.)

Menta = Left for the customer to claim.

No 4(or any other number) = Means that the package was left with someone at this apartment or suite number. A signature may be included with this.

The normal scans that you will see on almost all tracking with DHL are:

Shipment Picked Up = DHL received notice that the package is being shipped.  

Processed at Cincinnati Hub/Ontario Hub = The beginning of the tracking where DHL confirms they have the package.

Departed Cincinnati Hub/Ontario Hub = The package is leaving the US and in route to the destination country.

Arrived at Sort Facility = It arrived at the distribution hub for the region indicated.

Processed For Clearance = This is when DHL forwarded the electronic documents to the customs for the destination country to complete.

Clearance Event = The customs Clearance Process is underway. If multiple scans of this status, then it is an indicator something is needed and the customer needs to contact DHL.

Clearance Processing Complete = The customs has cleared the package. It will now move forward to delivering to the customer.

With Delivery Courier = Out for delivery with the driver.

Scheduled For Delivery As Agreed = The customer has arranged for the delivery.

Delivered - Signed for by.. = The package has been delivered. If multiple packages are sent for a split shipment then this can show up more than once in the tracking.

Here are some scans that we should direct the customer to contact DHL to obtain more details.

Delivery Arranged No Details = The customer has not made arrangements for the delivery. We should recommend the customer to contact DHL.

Shipment On Hold = This means that the package will not go further in the delivery process. The customer should contact DHL as soon as possible as they will only hold it for 5 business days in most countries.

Awaiting Collection as Requested = The customer has asked DHL to allow them to pick up the package. In this case the customer should contact DHL to find out where to pick up from, and any further details.

Shipment Held - Available Upon Receipt of Payment = This means it will be delivered once the customer pays the customs fees.

Notes

• If the tracking indicates "shipper contacted," this means the shipment will not be returning to iHerb. We can reach out to DHL Inquiries for details.
• If rejected by Customs, then it is ok to refund the customer. We would process a full refund. The only country that charges for the return if it is a customs reject is Sweden. However it was a decision to process a full refund for these situations.
• If the customer is refusing to pay customs fees and it is returned then a basket refund will be issued.
• If the package shipped out and the scan is on Shipment Picked Up but not scanned into DHL's system, then this means the shipment has not been tendered to DHL yet. 
• For DDP options - When a customer chooses the prepaid shipping method. We pay DHL to be the broker, and they clear the package and send the bill for customs fees to iHerb. Rather than asking the customer at the delivery time for these fees. If the customer elects to have another broker to clear the package with customs, then that broker receives the bill for customs and will ask the customer to pay it. Since they are not contracted by iHerb they are contracted by the customer. In this case if the customer provides the receipt for the customs fees he paid we can refund for the customs fees he paid on his order. Since they will not be paid to DHL
• If a customer has a hired broker, then the customer must make clearance arrangements through their broker in order for the shipment to clear customs and be delivered to the customer. If the customer wants to return their shipment prior to receiving it, the customer must contact their hired broker to release the package to DHL in order to initiate the return.

Country Specific Notes

• India - KYC Clearance has to be completed before it can be considered for return or delivery. If the customer cannot or will not clear it then it is abandoned. We cannot change any details on the invoice either until it is cleared.
• Malaysia - If the customer orders too many items then DHL is willing to separate the package at customs and deliver partial and return partial. If it is returned then a refund for those items will be issued once they are returned. THe customer will have to work with DHL in regards to this process.
• Malaysia - We cannot offer free shipping to Malaysia. If the commercial invoice indicates the freight as free, then the Malaysian Customs will add their own estimated Shipping cost, and charge the customer Customs fees based on these additional costs. We should never waive the full shipping cost for this country, it needs a minimum of $2 to avoid this issue.
• Israel DDP - The customs fees start once the order is over $75. However this does not include the LC or Rewards Credit being applied. This is the items cost after discounts but before LC, so may differ from the Sub-Total.
• Great Britain - Customers will normally complain about customs fees if applied to their order.
• Canada - Customs are prepaid at a 12% flat rate regardless of province. Customs fees range from 10-20% depending on the province and we charge just a flat rate. It is not broken down based on Province. No customs fees will be applied if order is under CA$20.