FREIGHT SHIPPING QUESTIONS

Our regular departures are as follows:

• British Columbia to California - Tuesdays and Fridays
• British Columbia to Texas - Every Friday
• California to British Columbia - Tuesdays and Fridays
• Alberta to Ontario - Every Friday
• Oregon to Canada - Tuesday and Friday
• Texas to Alberta/British Columbia - Every Friday

We provide live freight tracking updates, 7 days a week, these updates are emailed to a contact or contacts of your choice.

You will receive daily shipping updates from our tracking team, if there is a problem or something comes up, we will notify you as soon as we find out. If you have a problem on your end please contact your account manager, they are here to help you and will have your back in the situation.

You can login to your customer portal to see any updates that have been posted for your shipment by our tracking team, these are the same updates that get emailed to you and your team. You cannot track a shipments’ live location.

If the shipment is moving in our asset-based lanes: it will be picked up by a local driver, then transferred to our 53’ Dry Van line haul trailer, then into the truck that makes the final local delivery. It will not be transferred at any point during the line haul. If the shipment is moving with one of our partners it may be transferred several times at terminals along the way.

Yes. FTL shipments will not be transferred between trucks

Estimated transit time is provided when we quote your shipment, it is located in the notes of the quote you receive from us.

It is in business days and does not count the day the freight is picked up.

Transit time is estimated based on how many hours/days the driver will take to get from origin to destination (drivers have legal daily limits of how many hours they can drive). If this is a partnered move, transit time will be provided to us by our partner carrier based on their service length.

It is as accurate as it can be. Shipments are not guaranteed to arrive within the transit time that is provided at the time of quoting as many outside causes can impact the time it takes to get a shipment to its final delivery location (ie. storms, fires, car accidents, driver emergencies, mechanical failure, unexpected stops).

We do offer guaranteed and expedited service for customers who require a shipment to get to its destination by a certain date, you will have to request it at time of quoting. Once a shipment has been picked up it is very difficult and sometimes not possible for us to switch the type of service we are providing. If you know ahead of time that you need this freight to arrive immediately please do not hesitate to ask us for the extra service.

Yes. FTL shipments will not be transferred between trucks

Dry van and flat deck trucking services

Any LTL shipments moving between Western Canada and the following states:

• Washington
• Oregon
• Nevada
• Utah
• California
• Arizona
• Colorado
• Texas
• Oklahoma

We do not move interstate shipments directly as we are cross-border trucking specialists. But we can use a partner carrier to find a solution.

We can pick up always, however within our asset-based lanes on Fridays our line hauls get loaded around 3PM, if your shipment is not picked up and on our dock by 3 o’clock it is not guaranteed to make the line haul truck and may have to wait for the following departure date.

Yes we do! Please speak with your shipping account manager to find out more specific details.

Yes, send us the details of the vehicle in question and we will get one of our car carrier partners to help us quote it out for you.

If requested our dispatchers will send you a system generated Bill of Lading prior to pick up. If you immediately require your BOL please call your account manager so they can expedite this process for you.

We do not offer temperature-controlled service.

We do not move HAZMAT or Dangerous goods. But our partners will have a shipping option for you.

Most of our East Coast North American lanes are serviced through partnered carriers, however we keep our clients up to date with any new freight terminals we open up and the East Coast is definitely on our radar.

Our customs and tracking teams are available over the weekend, and you can always email your account manager as a lot of the time they do monitor their emails after hours.

Anything is possible. While we strive to meet every customer demands or needs however we specialize in LTL and cannot 100% guarantee delivery dates due to unforeseen problems or circumstances. Please check with your account manager for transit times and provide as much notice as possible.

The first time you quote with us you will receive a sheet outlining all our accessorial charges from your account manager, feel free to ask for this information again at any point.

If all of the details provided to us at time of quoting are accurate then you will know ahead of time how much any extra shipping services are going to cost.

Within our partnered lanes, legally a common carrier can rebill us up to 1 year after a shipment delivers and, unfortunately if the fees are the fault of a shipper, consignee or bill to and not Moto then it’s only fair we get paid for them. Keep in mind that this mostly happens if the information provided to us at the beginning was not accurate. That is why it is so important to get us the correct shipping information from the beginning.

After 24 hours or 1 attempted delivery, storage charges will apply per shipment, per day.

Your quote will not include taxes as we work with clients all over North America and taxes vary by state and province. Your freight invoice will reflect the applicable taxes.

Sometimes extra charges are incurred along the way. For example, a detention charge, if the driver shows up to the shipper location and has to wait longer than the allowed free time to get loaded, they will charge Moto for having to delay the next pick up, there is no way for us to foresee these kinds of events. Your invoice should have a detailed breakdown of what the accessorial is that you are being charged for. If you believe there has been a discrepancy or mistake, please contact your account manager upon receiving the invoice so they can look into it for you.

Our drivers have a lot of pickups and deliveries to make, they are not dedicated to only your shipment unless you are paying for dedicated service, this means they may have an appointment to make right after loading your shipment, if they are delayed due to long loading or unloading it offsets their entire day and as a result Moto incurs extra charges from missed appointments and driver waiting times. We have specific breaks for different freight amounts, more freight gets more time to be loaded and unloaded and most clients do not have an issue with those time frames. These breakdowns will be on the accessorial sheet provided to you by your account manager, feel free to reach out to them again at any point if you require it again or did not receive it.

While quoting make sure to provide us with all the proper information, this includes freight class, density, weight, commodity, dimensions all around, any extra requirements. If you know ahead of time that there is some requirement at the shipper or consignee location it helps us price things out correctly from the get go, if you know the shipper or consignee takes a long time to load/unload we can work extra detention time in at the quoting stage so you have a rough idea of what it will actually cost you in the end. The more accurate the information you give us is, the more accurate your rate will be.

You can use our online freight quote request form, call us at 604-332-2523, or email us at info@shipmoto.com. Your account manager is also happy to help you with your quote request. If you have access to our online portal, you can use it to run rates to price your freight quotes instantly.

To book a freight pick up you will need to send all the details to your account manager or our customer support team at info@shipmoto.com. If there is an existing quote for this shipment please make sure you include the quote number in your email request. If you have access to our online portal you can book your pick up directly through there.

You can reach our sales people by dialing 604-332-2523 x3. If you do not have an account manager or would like to request a new one, please do not hesitate to ask us.

You can reach our sales people by dialing 604-332-2523 x1 or emailing info@shipmoto.com.

Freight class is based on four factors:

• Density: The space the items take up in the trailer and their weight factor into the density calculation.
• Storability: Items that are more difficult to store will be given a higher freight class. This includes shipments that might be hazardous or very heavy.
• Handling: Any freight that requires special handling could be assigned a higher class.
• Liability: Perishable freight or freight that could be easily damaged will be designated a higher freight class.

Use your login information to get into the portal, from there you fill in all your quote information and click “Get Rates”, all of the rates available will display to you in the next window. If one of the rates looks good you can proceed with booking the shipment by clicking the “Book” button, it will ask you to fill in some information about your pick up and once completed it will be forwarded to our team. You will receive a load # and BOL from us as soon as the shipment has been set up for dispatch in our system with the rate you agreed to. Your rate document will download at the end of you requesting the pick up through the portal, so you have some sort of back up for the rate.

You will need to request one from your account manager. If you do not have an account manager simply call us at 604-332-2523 or email us at info@shipmoto.com.

You can click on the “Forgot Password?” link underneath your login information fields for the online portal.

No, each contact will have their own login details.

Moto is 99.99% claims free, which means under 0.1% of our shipments arrive with damages. However, based on packaging and rigours of transportation it is possible that your shipment could be damaged along the way or at pick up/delivery, that’s why it is important to make sure the total value of your goods is covered by our insurance and your shipment is packaged properly.

If any damages occur Moto’s insurance will cover $2.00 per pound of the damaged product. Some items are non-insurable, fragile items like glass, tile and used goods are usually not covered.

If you require extra cargo insurance, we can provide you with the cost at time of quoting (maximum amount insurable is $250,000.00 CAD).

Download a claim form here and link to claim form page/button and send it to claims@shipmoto.com along with all the back up, DO NOT DISPOSE of the damaged freight. Make sure your receiver knows to note any damages at the time of arrival, it is basically impossible for us to approve a claim which has a POD signed clear as that indicates the damages occurred after the delivery of the freight.

Palletize and shrink wrap your freight! Keep in mind it needs to withstand the freight shipping environment. Make sure boxes/cartons are full, with no air in them. With air, your products can get crushed and damaged on the inside during shipping. Use lots of packing materials to fill up the extra space, straps to hold product in place. Stagger or align your product on the pallet, heavier at the bottom, lighter at the top. Make sure boxes don’t overhang or aren’t misaligned on the pallet, otherwise, the pallet can act as a bumper or boxes will move and be damaged. Distribute weight evenly all throughout. Shrink wrap it properly so it’s tight together: don’t be shy on the shrink wrap: wrap 3 to 5 times and use good quality shrink wrap. Wrap the top part of the pallet as well but not entirely so the pallet is accessible to the forklift.