Shipping with Shopify Markets Pro
To ship your international orders with Markets Pro, your shipments need to meet multiple shipping requirements. You can buy only DHL shipping labels and choose from three DHL shipping services.
For more information about order fulfillment, refer to Fulfilling and managing Shopify Markets Pro orders.
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Shipping services
You can choose from three DHL shipping services when shipping your Markets Pro orders:
- DHL eCommerce Parcel International Direct
- DHL eCommerce Parcel International Standard
- DHL Express Worldwide
Shipping service | Description |
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DHL eCommerce Parcel International Direct |
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DHL eCommerce Parcel International Standard |
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DHL Express Worldwide |
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Shipping requirements and considerations
When shipping with Markets Pro, your shipments need to meet package and value requirements. Some requirements might vary by destination country. Some products and product categories are prohibited or restricted on Markets Pro.
The following considerations apply when shipping with Markets Pro:
- You can purchase only DHL shipping labels and fulfill your international orders using one of the Markets Pro fulfillment options.
- You can ship to PO boxes only using DHL eCommerce shipping services. DHL Express shipping service doesn't support PO boxes for origin or destination addresses with Markets Pro.
- Markets pro isn't compatible with UPS accounts that are connected to your Shopify admin.
- When you print DHL eCommerce shipping labels, they're printed as USPS labels, because you need to drop-off your shipment at a USPS drop-off location. USPS transfers your shipment to DHL. Alternatively, if USPS already picks up shipments from your shipping location, then these packages can be picked up by USPS along with your other deliveries.
- Markets Pro doesn't support products that are fulfilled from app locations or custom fulfillment locations. These locations are commonly used by dropshipping or print-on-demand apps. Products from apps that aren't compatible with Markets Pro can still be sold domestically.
- The products that you're shipping need to be publicly accessible on your storefront. Sometimes carriers need to view your product on your storefront to clear customs. For example, a password protected store or recently deleted products can render the carrier's access to your products and block the customs clearance process.
- Each separate package fulfilled through Markets Pro requires an individual label. Packages can't be taped together and shipped with a single label.
- Shipping labels purchased through Markets Pro should be purchased as close to the shipment date as possible. Purchasing labels too far in advance may result in delivery issues.
Package requirements
Review the following maximum package values:
Shipping service | Dimensions | Weight |
---|---|---|
DHL eCommerce Parcel International Direct | Maximum piece dimensions are 42 inches in length (79 inches to Canada) and size (length + girth) is 79 inches (118 inches to Canada). | Maximum piece weight is 44 lbs (66 lbs to Canada). |
DHL eCommerce Parcel International Standard | Maximum piece dimensions are 47 inches in length, 24 inches in width, and 24 inches in height. | Maximum piece weight is 44 lbs (66 lbs to Canada). |
DHL Express Worldwide |
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Using DHL Express Worldwide, you can pay an overweight piece, oversize piece, or non-stackable pallet surcharge to override these maximum package values. The maximum pallet weight of 660 lbs can't be overridden, and packages exceeding 120 inches in length aren't accepted.
Single line items can only have one shipping label. Single line items that ship in multiple packages aren't supported.
Value restrictions
Review the following order value restrictions:
Shipping service | Value restrictions |
---|---|
DHL eCommerce Parcel International Direct | Maximum order value is 1,000 USD with the following exceptions:
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DHL eCommerce Parcel International Standard | Maximum order value is 1,000 USD with the following exceptions:
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DHL Express Worldwide | Maximum order value is 25,000 USD, but value restrictions for specific product categories can vary per destination country. |
Product categories, such as jewelry or watches, can't exceed 5,000 USD value per individual item. For example, if you're selling jewelry, then you can still buy a shipping label up to 25,000 USD value, but you need to make sure that individual jewelry items don't exceed 5,000 USD value.
Additional shipping fees
In some cases you might have to pay additional shipping fees. Review the following table to learn more about additional shipping fees:
Fee type | Service fee | Description |
---|---|---|
Remote area surcharge | 7 USD | If you ship from or to a remote area, then you might have to pay a remote area surcharge. Remote area surcharge applies only to the DHL Express service. |
Multi-line invoice fee | 5 USD | If you ship products from five or more different product origins or ship products with five or more different HS codes. |
Duty Tax Paid fee | 3 USD | DHL pays duties and taxes to local governments on behalf of you or your customer. DHL charges a fee for this service. |
Fuel surcharge | Varies | Fuel surcharge depends on the current fuel costs.
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Overweight piece surcharge |
| A fixed surcharge is applied to every piece, including a pallet, that exceeds 150 lbs. For overweight pieces, additional handling is required and you need to schedule a shipment pickup. |
Oversize piece surcharge |
| A fixed surcharge is applied to every piece, including a pallet, with a single dimension that exceeds 48 inches. For oversized pieces, additional handling is required and you need to schedule an on-demand shipment pickup. |
Non-stackable pallet surcharge | Varies | A fixed surcharge is applied to every pallet that can't be stacked, either on request by the shipper, or because of its shape, content, or packaging material. For non-stackable pallets, additional handling is required and you need to schedule an on-demand shipment pickup. |
Getting your products to DHL
Depending on the shipping service that you use, the method of how you drop-off your shipment can be different:
- If you use DHL eCommerce Parcel International Direct or DHL eCommerce Parcel International Standard shipping service, then you need to drop-off your shipment at a USPS drop-off location or have USPS pick up the shipment. Learn more about USPS pickup services, including recurring pickup. USPS transfers your shipment to DHL.
- If you use DHL Express WorldWide shipping service, then you can drop off your products at a DHL drop-off location or schedule a pickup. If you want to set up a recurring pickup day and time window for your shipments, then you need to contact Shopify Support. For example, you can set your pickup window to Mondays and Fridays at 3:00 pm - 5:00 pm.
Schedule a DHL Express pickup
You can schedule a pickup from 1 to 7 days in advance. Pickup times are estimates and depend on traffic, weather, and pickup address. If you want to schedule multiple pickups, then you need to buy at least one DHL Express label.
Steps:
From your Shopify admin, go to Orders.
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To schedule a pickup, do either of the following:
- To schedule a pickup immediately after you purchase a shipping label, click Pickup options, and then click Schedule DHL pickup.
- To schedule a pickup for an order that was fulfilled with DHL Express, open the order, click the
...
icon, and then click Schedule DHL pickup.
In the Pickup address section, select the pickup address or enter a custom address. Custom addresses aren't saved for future pickups.
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In the Pickup details section, provide the following details:
- contact name and phone number
- pickup date and estimated pickup time
- package location, such as a reception or a front door
- any special instructions for the courier, such as an apartment number or a buzz code.
Review the pickup summary, and then click Schedule pickup.
You can view your scheduled pickups from the Orders page in your Shopify admin.
If you need additional help with your scheduled pickup, then call DHL at 1-800-CALL DHL (1-800-225-5345) with your pickup confirmation number and your tracking number. You can find your pickup confirmation number in the order's Timeline.
Cancel a DHL Express pickup
You can cancel a scheduled pickup. If you try to cancel a pickup that's close to the scheduled time, then it might be too late to prevent the driver from arriving at the scheduled time.
Steps:
From your Shopify admin, go to Orders.
Click View pickups.
Click Cancel pickup.
Click Cancel pickup again to confirm.
Shipping insurance
DHL offers coverage for lost and damaged Markets Pro shipments:
- DHL Express has limited coverage for shipments based on value or weight. To view the full details of possible claim reimbursement, refer to section 6.1 of the DHL Express Terms and Conditions of Carriage.
- For DHL eCommerce, 100 USD of insurance is included for each shipment.
Submitting a claim
If your shipment is lost or damaged, then contact Shopify Support to submit a claim. If a package arrives damaged, then you can submit a claim immediately regardless of the shipping service.
Review the following information about submitting claims for lost shipments:
- DHL Express: Packages must receive notice of a lost claim within 30 days. Learn more about DHL Express lost claim instructions
- DHL eCommerce: Packages have a claims window of 90 days from the date DHL eCommerce first scans the package at one of their distribution centers. DHL eCommerce packages are only eligible for a lost claim after 21 days when the tracking displays the package is still in the United States, or 45 days when the package is in the international phase of transit. Learn more about DHL eCommerce lost claim instructions
As soon as you discover that a package is lost or damaged, submit a claim. Include the following information in your email:
- your
.myshopify.com
address - the order number
- description of the damage
- the receiver's phone number
- a screenshot showing messages between merchant and customer confirming loss or damage of package
- for damage claims, include photos of the damaged package and products
Shipping label price adjustments for Markets Pro orders
A shipping label price adjustment occurs when your package's weight or dimensions don't match the ones you enter during the label purchase, or if the package can't be delivered. For example, if your package is heavier or bigger than you indicated during the label purchase, then a price adjustment might apply. After you ship your order, the correct shipping label price is verified by the shipping carrier. If your carrier determines that your shipment needs a price adjustment, then the adjustment displays in the order timeline. You receive a charge on your next payout. Your package might still be delivered when there is an adjustment.
All taxes, VAT (value added tax), and IOSS (Import One Stop Shop) numbers are applied automatically for Markets Pro orders.
Price adjustments are a standard industry practice and most shipping carriers follow this standard. To avoid price adjustments, verify that you enter the correct information when you purchase a shipping label. Due to shipping carrier processing times, it's not uncommon for there to be a delay between when you purchase the shipping label and when you receive the charge or credit for a price adjustment.
The following examples are possible reasons for price adjustments:
- The package weight specified on the label doesn't match the actual weight of shipment.
- The package dimensions specified on the label don't match the actual dimensions of shipment.
- A flat rate label is used with a weight-based rate box, or a weight-based rate label is used with a flat rate box.
- The address provided for the delivery is incorrect.
If you have questions about shipping label price adjustments, then contact Shopify Support.
Undeliverable packages in Markets Pro
If a package can't be delivered to a customer, then it's in an undeliverable state. The reasons for undeliverable shipments varies, but the following are some common reasons for a package to be undeliverable:
- The customer's address is incomplete, illegible, incorrect, or can't be located.
- The package can't be cleared by the customs authority in the customer's country or region.
- The package is rejected by the customer before opening.
- The package contains prohibited items.
Generally, if a package is considered undeliverable, then you receive an email from Shopify Support with details on why the package is undeliverable, and the outcome for the package. In some cases, DHL Express might contact the customer only. The outcome for an undeliverable package might be any one of the following, which will vary depending on the carrier, the location of the package, and the reason for the undeliverable status:
- redirect package
- return to origin
- abandoned package
These outcomes usually incur a fee, which is indicated on your next payout and in the order's Timeline.
Option | Details | Description in the Shopify admin |
---|---|---|
Redirect package | You provide a new shipping address for the package. A fee is assessed for adjusting the shipping label. | Shipping label adjustment |
Return to origin | The package is returned to the location that it was shipped from. A fee is assessed for creating a new shipping label. | Shipping label |
Abandoned package | The package is disposed of by the carrier in the customer's country or region. A fee might be assessed for the disposal of the package. | Adjustment |