Global Payment Portal

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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.

How long does payment take to apply once makes it?

Payment will be reflected maximum 24 hours, please keep monitoring through www.dhl.com.mx/express
WhatsApp

Save the number 001 954 953 3545 with the name DHL México
Send a WhatsApp with your guide number

Messenger

Enter DHL Mexico on Facebook and send us a message via Messenger.
Write #siguetuenvío (space) and the 10 digits of your waybill.

Please provide the information detailed above and return it to DHL within 7 days of receipt of our invoice.

What happens if I make a payment twice?

Please contact us at this email pagosadc@dhl.com

What happens if I pay duties and taxes and the package is not yet out for delivery with the courier?

Please contact us by clicking on this link https://mydhl.express.dhl/mx/es/help-and-support.html#/faqs

Duties and taxes invoice is not available on the web page, what to do?

Please contact us at this email facturacionmx@dhl.com

Duties and taxes were paid, it was not delivered yet, and on DHL´s web page it now appears as Disposal, can I get it back?

You have up 30 calendar days from the time the shipment was marked as Disposal to claim your shipment , for more information click on this link https://mydhl.express.dhl/mx/es/help-and-support.html#/faqs

Does online payment generate any commission?

No, there is no commission and/or charge for generating the online payment.

How do I get my payment receipt?

The portal will send you the payment confirmation receipt to the email provided right after executing the transaction.

Is it safe to make the payment online? Will my bank details be secure by making the payment online?

Yes, no banking data is stored in the DHL Express Mexico platform.

How can I get my invoice?

The invoice can be obtained through the following link: https://facturacionelectronica.dhl.com/CFD_DHL/default.aspx

What happens if I do not receive the payment receipt?

Please contact us at this email facturacion.mx@dhl.com

If my package suffers any mishap (lost or stolen), what happens to my payment?

Please contact us by clicking on this link https://mydhl.express.dhl/mx/es/help-and-support.html#/faqs

On the basis what I am taxed?

Based on the current customs laws, all international packages are subject to review and payment of taxes, the amount of taxes depends on the country of origin, value and quantity of the content.

On my invoice, what do the concepts of: ALCUMAS, disbursement and transfer management mean?

ALCUMAS: storage, custody and maneuvers, these are charged on the third day taking into account the date of arrival of your package to customs. Disbursement and transfer management: administrative services provided by DHL.

What happens if payment page does not work?

Please contact us at this email pagosadc@dhl.com

Can I make payment from a country different from Mexico?

Yes, you can pay from another country as long as you have the link to pay or manually enter the ODD site of the destination country for the package.

Do I have another payment option if the online payment page doesn't work, what can I do?

You can make your duties and taxes payment on delivery or at any one of our retail stores (As long as the package is at the payment store).

I am a regular credit customer, can I pay duties and taxes online?

No, it only applies to cash customers.

General Support

Please call: +52 5553457000