FAQs
How can I escalate if my package has been marked 'Out for Delivery' for over 24 hours?
If your parcel status remains ‘Out for Delivery’ for over 24 hours, contact DTDC customer service with your tracking number. Our team will investigate the delay and escalate the issue to the local delivery hub if necessary.
What can I do if I arrive at a collection point and it is closed?
If the collection point is unexpectedly closed, contact DTDC immediately for assistance. We’ll verify the operating hours and arrange an alternate pickup time or location if needed.
What are the typical reasons a package might be delayed for over a month?
Extended delays may result from customs clearance issues, incorrect documentation, destination restrictions, or return-to-sender scenarios. Contact DTDC to trace the parcel and determine the exact cause of the delay.
When does parcel storage begin incurring daily fees?
Check with our experts.
What should I do if some items in my delivery are missing but marked as shipped?
Check your order confirmation and packaging details first. If items are missing, report the issue to DTDC with your tracking number and supporting documentation. We’ll investigate and coordinate with the sender if needed.
Can I request additional protective packaging for my shipment?
Yes. DTDC offers extra protective packaging options for most items upon request at the time of booking. Additional charges may apply based on the materials used.
Can I insure my item for full value before shipment?
Yes. DTDC allows customers to purchase shipment insurance for the full declared value. Please inform our team during booking to ensure coverage is applied.
What should I do if I feel the company is ignoring my concerns?
If you’re not receiving adequate support, escalate the issue via DTDC’s official escalation channels listed on our Contact Us page. Senior representatives will review and respond accordingly.
What’s the process for recovering missing or misrouted items?
DTDC conducts a trace investigation across all transit points. Once located, the item is redirected or returned. If the shipment cannot be recovered, compensation may be offered based on the declared value and policy terms.
How can I recover my shipment or get a refund if it’s been missing for 2 months?
File a formal claim with all shipping documents and proof of value. DTDC will review the case, confirm non-recovery, and process a refund or compensation if eligible under the coverage terms.
How can I track my DTDC shipment?
You can track your shipment through the DTDC website or app using your unique tracking number.
Can I request a specific delivery time for my parcel?
DTDC offers flexible delivery options; however, specific delivery times are subject to availability and the service selected.
Can I change my delivery address after shipment?
Yes, address changes can be made before the parcel is dispatched. Please contact customer service as soon as possible.
Is insurance available for high-value items?
Yes, DTDC offers insurance for parcels with high value. You can select this option during the booking process.
Do I need to be home to receive a delivery?
It is not necessary to be home; you can choose to have your parcel delivered to a collection point or authorize a trusted person to receive it on your behalf.
Can I ship perishable items with DTDC?
Yes, but certain restrictions apply. Please check our guidelines or contact customer service for specific requirements.
Are there any weight or size limits for shipments?
Yes, DTDC has weight and size limits for shipments. Please refer to our shipping policy for details on maximum weight and dimensions.
Can I request a pickup for bulk shipments?
Yes, DTDC provides bulk shipment pickup services. Please contact us in advance to arrange a suitable time.
How do I cancel my shipment?
You can cancel your shipment by contacting DTDC customer service before the parcel is dispatched.