Question 1

How do I track my shipment?

Accepted Answer

Enter your DMX tracking number (for example DMX202610000123) on the Track page. You'll see every recorded event, its location and its source.

Question 2

Where does tracking information come from?

Accepted Answer

Only from authorized DMX staff, facility scanning, and verified partner or carrier integrations. We never display estimated or simulated positions as real events.

Question 3

How is my price calculated?

Accepted Answer

Prices combine a service base rate, chargeable weight (the greater of actual or volumetric weight), destination zone, fuel surcharge, and optional insurance. You see the full breakdown before booking.

Question 4

Are customs duties included?

Accepted Answer

No. Duties, import taxes and clearance requirements are set by the destination country and are usually paid by the recipient. Clearance cannot be guaranteed.

Question 5

Is delivery time guaranteed?

Accepted Answer

Delivery dates are estimates based on the selected service and destination. Customs, weather and other events can cause delays.

Question 6

Do I need an account to ship?

Accepted Answer

Yes. An account lets you manage shipments, labels, invoices and notifications securely. Tracking does not require an account.

Question 7

How do I print my label?

Accepted Answer

After booking, open the shipment and select Print label. You can print directly or save as PDF from your browser's print dialog.

Question 8

What can't I ship?

Accepted Answer

See our Prohibited Items page. Dangerous goods, illegal items and many restricted goods cannot be shipped.

Question 9

How do I file a claim?

Accepted Answer

Open a support ticket with category Shipment or Delivery and include your tracking number. See the Claims Policy for time limits and required evidence.

Question 10

Can I change the delivery address?

Accepted Answer

Contact support as early as possible. Changes depend on the shipment's current stage and may incur fees.

Frequently asked questions