Are you based in Canada?
We are locally owned and operated.

Do you charge a fuel surcharge?
We do not charge any fuel surcharges at this time.

Do you have any green initiatives?
We do have a program in place which includes the following:

• Regular Purchases of Carbon Offsets
  
• Office Recycling (paper, plastic, electronics)
  
• Reducing paper usage by eliminating multiple copy waybills
  
• Reducing paper usage by offering online printable waybills to be used as needed
  
• Reducing vehicle emissions by efficiently grouping deliveries and routing drivers
  
• Invoices are printed on recycled paper
  
• Invoices are double sided to reduce paper used

Are there any monthly or annual account fees?
We do not charge any monthly or annual account fees.

Do you have a monthly minimum requirement?
We address this on a case by case basis. If you are an infrequent or sporadic shipper you may call in cash deliveries or set up a prepaid account.

I am not your customer, why do you want me to sign as the shipper?
We want someone at the shipping location to be aware that we have the delivery. Also, the client or receiver sometimes has questions for the shipping person. They are then able to contact you quickly particularly in offices where several people may be shipping packages.

Why do I need to sign and print my name when I receive a delivery?
This is done for proof of delivery and tracking.

Am I able to ship "Dangerous Goods"?
We currently do not handle any Dangerous Goods.

Do you handle pallets and large shipments?
We do not handle freight at this time.

How do you charge for deliveries?
The charges are based on factors such as distance, weight and service level. You may call dispatch for a cost estimate.

How do you charge for after hours deliveries?
After hours deliveries are only available to account holders. These charges are based on factors such as distance, weight, time of day and circumstances. If you provide all the details to Dispatch we can give you a cost estimate.

Can I use your company if I do not have an account?
We do accept cash calls depending on our daily call volume. Cash calls must have the exact cash amount ready for pick up with the delivery as drivers do not carry cash/change.

How do I set up an account?
You may call or email our office and an account form will be forwarded to you.

How long does it take to set up an account?
We begin the process as soon as we receive your completed account application. There may be a delay if your credit references do not respond very quickly. You may call in cash deliveries until the account is set up.

Can you guarantee your delivery times?
We can not guarantee delivery times due to variables such as traffic, weather / road conditions or other conditions such as accidents blocking our routes.

Why don't your delivery times include cities other than Vancouver?
We need to allow extra time for any deliveries outside the City of Vancouver due to distance and traffic conditions.

Do the drivers carry packaging supplies?
The drivers do not carry any packaging supplies. The shipper must have all deliveries properly packaged and addressed.

Can we reach the office after hours?
After hours you may leave a voice message and someone will return your call.

I called during business hours and got a recording. What should I do?
Follow the instructions on the recording by leaving all of your information and a driver will be dispatched or someone in Dispatch will return your call.

What information do I need to tell my call taker?
Provide as much information as possible. For example:

• Your name, company name, and account to be charged.
  
• Pick-up and drop addresses and names
  
• Service level
  
• Any relevant information:
  
  
  • Is the delivery ready
    
  • Is it more than one piece
    
  • Dangerous / fragile goods
    
  • Large or bulky item
    
  • Air / waybill numbers
    
  • Deadlines
    
  • Can it be mailslotted
    
  • Phone numbers
    
  • Special instructions

I put extra instructions on the waybill and told the driver and was told that I should also call Dispatch with these instructions?
The drivers follow all instructions given to them by Dispatch. If you did not give these instructions to your call taker Dispatch will be unaware of them, and unable to note or verify if the instructions were followed.

Why can't the driver tell me when my package will be delivered?
All drivers receive their instructions from Dispatch so they do not always know where they are going next. You may call the office any time if you need a time estimate.

I was charged for a delivery when I marked the waybill collect?
All deliveries are charged to your account unless you tell your call taker otherwise.

Why has my account been closed?
Accounts may be closed for various reasons such as NSF payment, low account volume or inactivity on the account.

The driver would not pick up or drop my delivery?
There are various circumstances for this situation. If a delivery is not properly packaged the driver may not pick it up. If there is a dog on the property (office or residence) a driver may not enter the property.