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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.
How to calculate Custom Duty?
5% Total Invoice Value + OMR 15/- Separate BOE (Invoice Value more than OMR 300/-)
Why do DHL charge Administrative Fees?
This is shipment clearance charges for all import shipments. Fixed OMR 7/-.
Demurrage/Storage charges are charged by Oman Customs or DHL?
Demurrage/Storage is being charged by DHL after 3 working days of shipment arrival. (0.5kg to 200 kg OMR 10/- Per Day, additional charges above 200 kg will be OMR 0.100 per kg)
What is the FTA (Free Trade Agreement for US shipments) clearance process?
Consignee needs to send pre alert to Oman Duty Desk with HAWB number, once shipment uplifted from origin country.
What HS Code are allowed & require pre approval?
There are various HS code which is allowed in country & certain codes require pre approval as per guidelines given by OMAN Customs.
Why In-house Customs using old system for printing BOE (Bill Of Entry)?
Online BOE printing for In-house customs under process.
Why Custom Duty invoice & Separate BOE amounts differ?
Because of Currency Exchange variance (except USD currency).
Why do DHL Company collect advance payment for custom duty amount more than OMR 1000/-?
As per DHL Oman policy any shipment having custom duty more than OMR 1000/- than we require advance payment to clear shipment from customs.
What is MAKASA process for Qatar shipments?
Custom Duty paid in Oman & Makasa charged to Qatar.
What are the available payment methods?
  1. You may pay online using the link you received in our SMS or email. This is the best and fastest method of payment.
  2. Or you may pay at a DHL Service Point when you collect your shipment.
  3. 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 OMAN, general information, please visit the following URL: www.dhl.com.om or contact DHL Customer Service Hotline: 80077008 or +968 24520142

B. Regulatory information and consumer advice:

For OMAN Customs general information, please check the Customs Website, where information on import regulations is available URL: www.customs.gov.om
For OMAN Regulated Commodities general information, please visit the following URL: www.customs.gov.om
For OMAN Chamber of Commerce general information, please visit the following URL: www.customs.gov.om