Frequently Asked Questions - FAQ, most common questions answered.

Frequently Asked Questions

Q. Why is my same day or rush rate less expensive than the Next Day rate?

A. the overnight rate is generally cheaper for small items with low weight for large distances. Where weight and size become an issue, the advantages are lessened for local deliveries. For local deliveries, depending on the particulars of their shipment, it can be more cost effective to ship something Same day rather than Next Day if the distance is close and larger than an envelope or a box with small weight (under 10-15 lbs for example). For envelopes, Next Day is ideal if there is no urgency. This is an issue with all Next Day services not just ours.

Q. I don't have an account, can I still use your service?

A. Yes!. We accept Visa, Master Card. American Express, cash paid conveniently online.

Q. How do I open a direct billing account, and how long does it take?

A. You can set up an account by clicking on the Account Application tab, it generally takes 1-3 days to set an account up, We accept all types of payment including direct deposit for payment of account.

Q. Can I set up a online account and still call in an order when I am not at my computer?

A. Yes you can. You can view and track all orders assigned to your account whether they are placed on line, set up as a scheduled order or called into our dispatch office.

Q. Can I place an order online after hours?

A. Yes you can, however hours of service are based on our office hours so if you place an order at 11 pm for example the start time of the delivery will be considered as 8:00 am the next

Q. What are your hours for delivery?

A. Our office hours are 8:00 am to 5:00pm Monday to Friday, however we do have drivers on call 24 hours a day 7 days a week, after hours orders must be pre-booked within regular business hours. When placing a call please provide us with the hours of operation for the shipper and receiver.

Q. How late can I call for a same day delivery?

A. For same day delivery our call in cut off times are as follows:

Direct 05:00pm

2 hours 02:00pm

3 Hours 01:00pm

4 Hours 12:00pm

Same Day 11:00am

Next Day 02:00pm

Please see our services page for more info on cut-off times and delivery standards.

Q. How do you charge for bulky shipments?

A. Bulky shipments are rated at 15 pounds per cubic foot. To calculate the weight of a bulky shipment multiple the Width x Height x Length in inches and then divide by 140. This will give you the weight.

Q. I sent a shipment to a customer but they closed early today, what happens now?

A. If a place is closed when our driver attempts to deliver we can be given authorization to leave the goods or to mail slot the delivery if it is a document. If we arrive at a location and the company is closed we will call for further instructions. We can hold the delivery for a 2nd attempt or return it back if we are not given permission to leave or mail slot.

Q. What happens if the driver arrives for the pickup and the shipment isn't ready?

A. If our courier arrives and the pickup will not be ready within 5 minutes we will contact the customer for instructions. We can either come back when the delivery is ready and there will be a minimum charge for a no pick up (half of the regular rate) on the original order or the driver can wait. If the customer requests the driver to wait then there is a charge depending on the vehicle required to do the delivery.

Q. I have an urgent delivery can you send the driver right away while I finish putting it together?

A. We can send a driver immediately and wait for the shipment to be ready. Our standard waiting time charge will be added to the delivery.

Q. What happens if I give you the wrong address?

A. If we are given a wrong address we will contact the customer for re-direction of the delivery. If there is no other address then the shipment will be returned to the customer.

Q. Do you provide COD Service?

A. Yes, we do provide COD service for any customers that require this service, there is a $5.50 charge for this service along with a return delivery charge.

Q. How can I get a proof of delivery (POD)?

A. If you are an online customer, you can view the order under Online Services tab and in most cases the name of the person who signed will be visible, in the rare case that the POD is not available online please call our office and we will be pleased to fax or email a copy of the waybill.

Q. Do you offer electronic billing?

A. Yes, please contact our office you can either view your invoices/ statements online or we can email them to you.