Frequently Asked Questions

Find answers to common problems in our FAQ pages.

If this is the first time you've received a Duty and VAT invoice from us then you may have some questions that you’d like answering before you pay it.

We hope that by reading the most frequently asked questions everything will become clear, but if you have any other questions, we’ll be happy to help.

Why do I have to pay duties and taxes?

The government of Canada can impose duties and/or taxes on all imported goods. DHL being your broker to clear the shipment through customs; collects the duties and taxes for the government with an additional processing fee.

I’ve purchased goods over the Internet, why do I have to pay additional charges?

The items you have purchased have incurred Duty & Taxes as per Customs regulations.

I believed the price included all charges; why wasn’t I told I’d have to pay additional charges?

Retailers will usually include advice regarding the likelihood of import duties and taxes in their shipping information pages. To confirm this, you may wish to check the Terms & Conditions of your purchase or contact the retailer.

The additional charges have made my online purchase more expensive than purchasing locally!

Sometimes this is the case. Products sold by overseas retailers may appear cheaper because they don’t include Duties and Taxes (VAT).

The goods I’ve received are a gift or a sample, why do I have to pay Duties and Taxes?

Gifts sent from overseas to someone in Canada will attract duty and is payable as per Customs regulations.

What happens if the sender wants to pay for the Duties and Taxes?

The sender has the option to pay the destination Duties and Taxes on the Waybill and Commercial Invoice. This wasn’t done if you’ve been invoiced for the Duties and Taxes. However, these charges can be reversed to the shipper if they confirm to DHL Express in writing that they’ll accept the charges being reversed to them. This service can only be utilized in case the shipper has a valid DHL Express trade account.

How is the calculation done?

Duty is calculated on the Customs value of the goods. The duty rate is dependent on the commodity. DHL charges a handling fee to process your package.

My Waybill is not found, how can I make a payment?

There are several possible reasons that your waybill can't be found:

There are no duties and taxes owing on the shipment, as they have been paid by the shipper. No payment is required.
There is a typo in the waybill number provided, please confirm the number with your shipper and re-try.
It has not yet been rated yet. Shipments are rated on the day of arrival in Canada. Once rated an invoice will be issued and available for payment. All shipments are normally rated by 1pm local time, please try again later.
Your shipment is being held for further inspection by Canada Customs.
Canada Customs has changed your shipments status DHL must now contact you for its release.
You may be on the wrong site - If you are in the USA, please visit www.dhlmypayment.us
If you are sure your waybill number is correct and that you owe duties and taxes, then you may email us at mypayment.ca@dhl.com, and we will be happy to review and assist you.

How can I request a detailed copy of my invoice?

Detailed invoices can be downloaded from https://delivery.dhl.com/waybill.xhtml?ctrycode=CA

The driver didn’t provide me with the detail D&T invoices. Why?

For environmental reasons, DHL will no longer be printing the invoices and detailed invoices can be downloaded from here.

I have paid twice, how can I request a refund?

Please visit www.dhl.ca/refund and complete the online request form. All refund requests are reviewed and processed within 10 business days.

Is the address mentioned for credit card the address of my home or delivery address?

This should be your billing address which will be the exact address mentioned on your credit card statement.

Where can I get more information about customs?

Visit Custom support site for more information.

Why can’t I pay duties and taxes over the phone?

For security reasons, agents cannot take the payment over the phone, however, you can securely pay over the phone using our self-service payment IVR.

Can I make the payment to driver while taking the shipment?

Yes, payments can be made to the driver, but we prefer that you make the payment before we come for the delivery.

I have lost my receipt for the payment, how can I get the receipt?

Please contact our customer service at 1-855-345-7447 to speak with an agent.

What type of payment methods does DHL accept?

We accept: Visa, MasterCard, American Express, Visa Debit, PayPal and Interac Online.

Why does the transaction keep failing?

The address / zip code you provided is incorrect. When providing your address during payment, please ensure you provide the exact same address format that your financial institution has on file for the credit card you are using.
You are using a credit card that was issued outside of North America. Please try again using a credit card issued from within North America.

Can I make the payment via cheque or cash?

No, you cannot pay by cheque or cash online. You can have your shipment held for pickup at the local DHL facility and go to facility and pickup your package by paying cash.

How can I pay using Bill Payment?

Please go to your bank account and add "DHL" as a payee to pay your shipment, input your waybill# on "account#" field

Can I make the payment via email transfer?

No, you cannot. We are not accepting e-transfer payments.

I want to pay from my bank account. Why is my bank not listed on the Interac Online payment page?

Currently the following Financial Institutions offer the service: Scotiabank, Royal Bank, TD Canada Trust, and Bank of Montreal. More information about Interac Online can be found here.

General Support

Visit Customer Service Site

1-855-345-7447