Returning AP Exams With DHL (Schools Outside the U.S. and Puerto Rico)

Access the DHL Portal

Beginning with the 2023 AP® Exam administration, schools outside the U.S. and Puerto Rico that don't receive pre-printed labels with their AP Exam materials will use a new online DHL portal (the ETS Returns via DHL portal) to generate and print their DHL return labels and schedule the pickup of their AP Exam return shipment(s).  

The information on this page is for AP coordinators and additional authorized staff persons (if applicable) who are responsible for returning AP Exam materials via DHL to the AP Program. Schools expected to return AP Exam materials via DHL will also receive a one-page information sheet with their AP Exam shipments about this process.   

Note: This information does not apply to schools that receive pre-printed return shipping labels with their AP Exam materials. 

Coming in early April: Returning Your AP Exams Using DHL 

This guide provides complete information about the DHL returns process and detailed instructions about how to generate and print DHL return labels and schedule a return. It also includes frequently asked questions (FAQ).  

Overview of the Steps for Returning AP Exam Materials via DHL 

DHL Portal Account  

A DHL portal account has been created on behalf of the AP coordinator and additional authorized staff person designated in AP Registration and Ordering for any school using DHL for their AP Exam materials returns.  

DHL Access Emails

Beginning in April, the designated AP coordinator and additional authorized staff person will receive an email from DHL to access their DHL portal account (also referred to as the ETS Returns via DHL portal) for the first time. The DHL email subject line is: ETS Returns via DHL User Confirmation Email.  

Important:  

  • Make sure the correct contacts are designated as the AP coordinator and additional authorized staff person in AP Registration and Ordering. If you need to make changes, click the Settings tab in AP Registration and Ordering and then select School Information and Participation Contacts.  
  • Designated DHL portal users must add @ets.dhl-returns.com and @zigzag.global to the safe sender list to ensure receipt of emails from DHL about their account. 

Steps to Access Your Account (Initial Access) 

  1. In the “ETS Returns via DHL User Confirmation Email,” click the link next to “Create or update your password” to go to the DHL portal: ets-admin.dhl-returns.com.  
  2. On the DHL login page, click Forgot your password? (Select this even though you’re creating a new password for the first time.) 
  3. Enter your same email address that’s listed in AP Registration and Ordering and click Restore. You won’t be able to access your DHL account with any other email address.  
  4. Check your inbox for another email from DHL with a personalized link to reset your password. Click on the password reset link and enter your new password.
  5. After you’ve created a new password, you’ll be able to log in to theDHL portalfrom this login page: ets.dhl-returns.com/login. Bookmark this login page for future use.  Once logged in, you can create and print return labels and schedule your AP Exam return shipment(s) with DHL.
    • If you’re the AP coordinator for multiple schools or test centers:
      • If you use the same email address for all the schools you support, you’ll have access to only one DHL portal account, which allows you to generate shipping labels for all of your schools.
      • If you use different email addresses for multiple schools, you’ll need to set up access multiple times, using your email address for each school that you support.

    Generating Return Labels and Scheduling a Pickup 

    Once you’ve created your packing list in AP Registration and Ordering and packed your AP Exam materials for return, you can log in to your DHL portal account to begin generating and printing your return labels and scheduling your AP Exam materials return(s) with DHL. Follow the Returning Your AP Exams Using DHL guide for complete details.   

    Important Information about Generating Return Labels 

    You’ll first need to create your packing list(s) in AP Registration and Ordering: 

    Before you generate your labels in the DHL portal, you’ll first need to separately create your packing list(s) in AP Registration and Ordering and pack your return carton(s) following the packing sequence and instructions in the “Returning Exam Materials” section of the AP Coordinator’s Manual, Part 2. You should then refer to the Returning Your AP Exams Using DHL guide for details about how to use the packing list to help you generate DHL return labels correctly:  

    • You'll need to generate separate return labels for each type of AP Exam shipment/administration (e.g., regular vs. late). If you're returning AP Exams using split shipment, you'll generate  return label(s) for week 1 and another set of return label(s) for week 2. 
    • Each return label needs to accurately reflect the return contents (CDs, return envelopes, used/unused materials, USB drives) and quantities included in each shipment. 

    Your pickup address in the DHL portal defaults to the shipping address indicated in AP Registration and Ordering. (Note: If your shipping address is incorrect in AP Registration and Ordering, contact AP Services for Educators as soon as possible.)  

    Your requested pickup date should be within 1–3 business days from when you schedule it in the DHL portal. You won’t have an option to select Saturdays or Sundays. Also make sure to not select a local holiday for the pickup date. 

    Support 

    If you need help, first review the Returning Your AP Exams Using DHL guide, which has detailed instructions and Frequently Asked Questions (FAQ). If you still have questions, contact AP Services for Educators at 877-274-6474 (toll free in the United States and Canada) or +1 212-632-1781. Contact Form: cb.org/apeducatorinquiry