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.

Why was my shipment held at customs?

We are sorry it’s a customs decision and DHL tries to negotiate but it’s a customs decision (3rd party decision).

How much Duties and Taxes do I have to pay?

Depending on the contents shipment needs to be inspected by customs first to confirm to DHL how much duties and taxes would apply.

Why is the clearance process very slow unlike other Competitive Companies?

We are sorry for such delays but sometimes some approvals such as MOH and MOI takes too long time, because representatives are not available on daily basis to provide approval.

Can I Have the Breakdown Payment of the Duties and Taxes?

Once you receive your shipment you will be provided with the breakdown document from customs.

Why are you charging high Storage / DHL Admin fees?

We are doing it in comply with same other companies and also DHL is making sure your shipments are safe and under supervision.

why this shipment was held at customs in time I have ordered it previously and was never held but delivered immediately?

we are sorry but the case is always decided by customs even if you import with other competitive company still any wpx would be subjected to formal clearance

If I don’t want to clear out the shipment, what can you do for my shipment?

If you cannot import shipment to Jordan we can either RTO or DS based on communication with Origin.

Why did you held my shipment at customs in time its just a sample low value and low weight?

Please allow us to check with our team at Gateway, to understand main reason for being held at customs and we will get back to you.

How much Admin fees do I have to pay to clear my shipment through DHL?

Admin fees amount depends on shipment and goods nature. For personal use goods 35.00 JD'S and Commercial goods 61.00 JD'S.

What are the available payment methods?

You may pay online using the link you received in our SMS or email. This is the best and fastest method of payment.
Or you may pay at a DHL Service Point when you collect your shipment.
Or you may pay by cash or cheque, when the courier delivers your shipment at your doorstep. However, note that personal cheques are not accepted by DHL.

General Support

www.dhl.com.jo/en/express/customs_support.html

or contact DHL Jordan Hotline Number 065800800.

Regulatory information and consumer advice

For Jordan Customs general information, please check the Customs Website:

http://www.customs.gov.jo

For Jordan Regulated Commodities general information, please visit:

http://www.jsmo.gov.jo

For Jordan Chamber of Commerce general information, please visit:

http://www.jocc.org.jo