911 Help

Find out how we can help you with resolving claims, shortages, damage and loss

Pick Up & Delivery


Something is happening, or not happening, or about to happen, that prevents proper loading or unloading of a shipment.

By definition, pick-up issues will almost always be first discovered by the shipper, and delivery issues will almost always be first discovered by the receiver. So it is shippers and receivers who are first to know about the problem, who have to decide who to alert to the problem, and what action should be taken to resolve the problem.

And that is why we will always recommend that, unless you need emergency responders, we be the first to be called when a truck is at a dock and something appears to be amiss.

For example:


  • You want us to know about it
  • You may need our guidance
  • We need you to tell us what is or isn’t happening


  1. Refer to the sub-headings noted above, to see if your problem if referenced above. If it is, go to the referenced sub-section for more detail.
  2. Do not try to resolve the situation until you have spoken with us: we have dealt with your problem before, and our advice will be focussed on saving you time and money.
  3. We will tell you what you can do, what you can’t do, what we recommend, and how we will assist you.
  4. We will make any necessary arrangements with the carrier.
  5. We will have the carrier instruct the driver – remember, the driver works for the carrier, not for you and not for us


We will let you know how and why your specific issue occurred, and what, if anything, you can do to reduce the chances of it happening again.


We will tell you how we and others, faced with similar issues, have resolved them in the past. And we will give you an estimate of the delay and costs, if any, of achieving a resolution