Frequently asked questions
If this is the first time you've received a Duty/Tax Invoice from DHL Express you may need a few questions answered.
We hope this section provides all the information you require, but if you have any further questions please don’t hesitate to contact us.
- 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?
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- 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.
Contact & Support
A. General Information:
For DHL Jordan general information, please visit the following URL: https://www.dhl.com.jo/en/express/customs_support.html or contact DHL Jordan Hotline Number 065800800.B. Regulatory information and consumer advice:
For Jordan Customs general information, please check the Customs Website, where information on import regulations is available URL: www.customs.gov.joFor Jordan Regulated Commodities general information, please visit the following URL: www.jsmo.gov.jo
For Jordan Chamber of Commerce general information, please visit the following URL: www.jocc.org.jo
