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FAQs



1.  What do I do if I have damage and need to file a claim?
2.  I Just Booked a shipment HOW DO I CANCEL?
3.  How should I package my shipment?
4.  What Class is my shipment?
5.  What am I not allowed to ship?
6.  Why was I billed something different then the original quote?
7.  What is AES and why do I have to provide my company’s EIN number when shipping internationally?
8.  What happens when my Air and Ocean shipment arrives at destination?
9. How long does it take for a shipment to be picked up?
 
 
What do I do if I have damage and need to file a claim?
 
Only the shipper, consignee or third party who has claim or title to the goods may file a claim. You must file your claim with the origin or destination transportation provider or with the provider on whose line the loss or damage occurred if known.
 
 
You must provide:
 
A claim statement, indicating the merchandise that was lost or damaged and how the amount of the claim was determined.
A bill of lading or consignee's copy of the delivery receipt.
A delivery receipt with the loss or damage noted on it.
An invoice or other document establishing your cost for the lost or damaged goods or an invoice for repairs made to restore the merchandise to its original condition.
 
 
The following documents by themselves are insufficient to file a claim:
 
Bad order reports
Appraisal reports
Notations of exceptions on delivery receipts
Inspection reports or requests
Proof of delivery requests
 
After a claim is submitted with the proper documentation and is acknowledged by the carrier it should be settled within 30 days.

Investigating some claims may take longer. If your claim cannot be settled within 120 days, The carrier will notify you immediately about what you need to do to conclude your claim. The carrier will continue to keep you informed at 60-day intervals until your claim is settled.

Collect your paperwork and submit the claim to the carrier of the bill of lading. If you need help in submitting your claim you may call our customer service personal to help.

If you have purchased additional insurance the claims adjuster is listed on the policy and may be contacted provided all the details listed above.
 
 
 
I Just Booked a shipment HOW DO I CANCEL?
 
Please call our customer service reps at 877-208-5645 right away so that a truck does not show up.

If your shipment was already picked up we can arrange to bring the shipment back to your facility. Charges will apply for pick up and redelivery charges.
 
 
 
How should I package my shipment?
 
Packaging for freight shipments is very important due the loading and unloading at various locations through the shipment chain.  Crating is the safest way to protect your shipment, however in most cases simply packing in boxes and then stacking the boxes on a skid or pallet followed by shrink wrapping the pallet will provide ample protection. Carriers will often deny claims for damage in the case of improper packaging so be sure to pack your shipment well.
 
 
 
What Class is my shipment?
 
The National Classification Committee publishes guidelines to identify the freight class that relates to average density. National Motor Freight Classification density guidelines: Calculated density with freight class conversion is listed below.

50lbs per cubic foot = class 55   30 = class 60   22.5 = class 65 15 = class 70 13.5 = class 77.5
12 = class 92.5  9 = class 100 8 = class 110 7 = class 125 6 = class 150      5 = class 200
3 = class 250 2 = class 300 1 = class 400 >1 = class 500

The higher the class the higher the rate.
 
 
 
What am I not allowed to ship?
 
The list is available here:
http://exfreight.service.com/exfreight/acrobat/ProhibitedItems.pdf
 
 
 
Why was I billed something different then the original quote?
 
Your shipment is always subject to reweighing, and re-measuring. Its most likely that your shipment was weighed in at a higher weight or was larger then what you listed in your rate quote and bill of lading or your freight was reclassified at a different freight class.
 
 
 
What is AES and why do I have to providemy company's EIN number when shipping internationally?
 
AES stands for Automated Export System and is the system that is used to transmit your EEI electronic export information on your shipment. The Electronic Export Information (EEI and formerly known as Shipper’s Export Declaration (SED)), is required by law to enable U.S. Government agencies to enforce laws related to the export of goods. It was also traditionally used by the U.S. Census Bureau to compile official U.S. export statistics.

An Electronic Export Information (EEI) Filing (formerly known as SED) is required when:

1. An individual Schedule B/HTS or commodity item value exceeds US$2500 to all foreign destinations (except to Canada); or

2. An individual Schedule B/HTS or commodity item value exceeds US$2500 for shipment being shipped as follows:
 
from the U.S. to Puerto Rico
from Puerto Rico to the U.S.
from the U.S. or Puerto Rico to the U.S. Virgin Islands
trans-shipped through or for storage in Canada, but ultimately destined to a third country
exported under Carnets

or

3. A shipment (regardless of value) is transported under an export license issued by the applicable U.S. Government agency (e.g., Dept of State, Dept of Commerce, etc.) including Canada destinations and including Carnets; or

4. A shipment (regardless of value) is subject to the International Traffic in Arms Regulations (ITAR) , including shipments exempt from licensing requirements and including shipments to Canada; or

5. A shipment (regardless of value) contains rough diamonds (under Schedule B#’s 7102.10, 7102.21 and 7102.31, including shipments to Canada; or

6. A shipment (regardless of value) is destined to a U.S. Department of Commerce authorized Validated End User (VEU); or For more info you may visit the US governments website http://www.aesdirect.gov/

 
 
What happens when my Air and Ocean shipment arrives at destination?
 
If your shipment is booked on a door to port basis, when the cargo arrives at the destination port the consignee listed on the bill of lading will be notified of the arrival. The consignee will then have to arrange customs clearance with the local customs office,  pay any applicable duties and taxes and the arrange pick up from the port or airport. There will also be destination port charges. The charges range in price depending on destination country, size of shipment, and type of transport. Ocean freight always has a higher destination port fees compared to airfreight.  If you wish to know the destination port fees prior to shipping please check with our customer service reps.

IMPORTANT: All international shipments are subject to destination charges. In general these charges include: 1 - Destination Country Government (Customs) related charges, i.e. duty and taxes (if any), harbor fees, fee on entry filing by a destination Customs Broker etc.; 2 - Destination terminal(s) handling charges and fees (THC); 3 – Service fee from carrier’s destination agent on handling and delivery (if you requesting delivery to your door) of your shipment. Destination charges vary depending on a destination country and carrier. Typically it is out of control of U.S. Freight Forwarder. Guiding importer in the complexity of cargo recovery procedures at the destination is responsibility of carrier’s destination agent.
 
 
 
How long does it take for a shipment to be picked up?
 
Usually shipments are picked up on same day they are booked. We usually need a 4 hour window from ready time to close time in order to get a truck to your location. If the truck misses the pick up due to time constraints it will automatically come the next morning.