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International missed collections or failed returns

What should I do if DHL does not show up or returns my sample to me.

International Failed Returns

We understand that sometimes things don’t go as planned. If your DHL courier does not arrive as scheduled, or you have trouble arranging a collection, here’s how to keep everything on track:

✅ What to Do

  • ✅ Contact DHL Customer Service directly – this should be your local DHL customer service centre

  • ✅ Have your shipping details ready from your label:

    • Waybill number

    • PRG number

    • Shipper’s name and address

    • Receiver’s name and address

  • ✅ Providing these details allows DHL to locate your shipment and support you promptly

💬 Need Help or Further Assistance?

If you need any support, or further assistance, our Regenerus Labs Customer Support team is happy to help:

We can provide guidance on next steps and arranging a replacement collection if needed, so your sample reaches us safely and on time.

✅ International Failed Returns Checklist

✅ Contact your local DHL Customer Service
✅ Have your Waybill number, PRG number, and shipper/receiver details ready
✅ Share these details with DHL so your shipment can be located
✅ If you need further help, contact Regenerus Labs Customer Support