Frequently Asked Questions

We transport a wide variety of cargo including general freight, palletized goods, construction materials, heavy equipment, perishable items, and temperature-sensitive products. Our diverse fleet includes dry vans (up to 45,000 lbs), flatbeds (up to 48,000 lbs), refrigerated trailers (-20°F to +70°F), and specialized equipment. We can handle standard pallets, oversized loads, and irregular freight. Contact us to discuss your specific shipping requirements.

You can track your shipment in real-time using our online tracking portal. Simply enter your tracking number (provided at booking) to see the current status, GPS location, and estimated delivery time. We also provide proactive updates via email and SMS at key milestones: pickup confirmation, in-transit updates, and delivery confirmation. For additional assistance, our support team can provide detailed status updates 24/7.

Transit times vary based on distance, service type, and route. Standard dry van and flatbed shipments typically take 1-5 business days depending on the distance. Expedited services offer guaranteed delivery windows with team drivers for continuous movement. Cross-border shipments to Canada add 1-2 days for customs clearance. We provide accurate transit time estimates with every quote and maintain a 99.8% on-time delivery rate.

Yes! Our Expedited Delivery service provides priority shipping with guaranteed delivery times for time-sensitive freight. We use dedicated team drivers (two drivers per truck) for continuous movement without rest stops, ensuring the fastest possible transit. Expedited shipments receive priority dispatch, direct routing with no intermediate stops, and 24/7 monitoring. Contact us for expedited quotes—we can often accommodate same-day pickup for urgent shipments.

While we maintain a 99.8% on-time delivery rate, unforeseen circumstances like severe weather or road closures can occasionally cause delays. If a delay occurs, we proactively notify you immediately with updated ETAs and work to minimize impact. For expedited shipments with guaranteed delivery windows, we offer service guarantees and will work with you to find solutions. Our 24/7 support team is always available to address concerns and provide real-time updates.

Yes, we offer flexible scheduling to accommodate your business hours and operational needs. Standard shipments can be scheduled within specific time windows (e.g., morning, afternoon). For more precise timing requirements, our Dedicated Solutions service provides customized scheduling aligned with your production or delivery schedules. Expedited services also offer guaranteed delivery windows. Contact our dispatch team to discuss your specific timing requirements.

Yes! Our Cross-Border Services include full customs brokerage at all major USA-Canada border crossings. We handle all documentation (commercial invoices, PARS/PAPS, certificates of origin), ensure USMCA compliance, coordinate with CBSA and CBP, and manage duty and tax payments. Our experienced customs team streamlines the clearance process to minimize delays and ensure your freight crosses the border smoothly. We also provide guidance on proper documentation and classification to avoid issues.

Required documents typically include: Commercial Invoice (detailed description, value, HS codes), Bill of Lading (BOL), PARS (Pre-Arrival Review System) or PAPS (Pre-Arrival Processing System) barcode, Certificate of Origin (for USMCA claims), and any product-specific certificates (FDA, USDA, etc.). Our team will provide a complete checklist based on your specific cargo and help you prepare all necessary documentation. We also offer document review services to ensure accuracy before shipment.

With proper documentation and pre-clearance, most shipments clear customs within 1-4 hours at the border. We submit all paperwork electronically in advance using PARS/PAPS systems to expedite the process. Factors that can affect clearance time include documentation accuracy, cargo type, inspection requirements, and border crossing traffic. Our team monitors all cross-border shipments in real-time and proactively addresses any issues to minimize delays. Total cross-border transit typically adds 1-2 days to standard shipping times.

Duties and taxes are typically the responsibility of the importer (consignee) unless otherwise arranged. We can coordinate payment through various methods: prepaid by shipper, collect from consignee, or third-party billing. Our customs team provides accurate duty and tax estimates before shipment so there are no surprises. For USMCA-eligible goods, we can help you claim duty-free treatment with proper documentation. We also offer duty drawback services for eligible shipments to recover previously paid duties.

Yes, we provide cross-border transportation to all Canadian provinces and territories. Our extensive carrier network ensures reliable service from major cities like Toronto, Montreal, and Vancouver to remote locations. We have established relationships with Canadian carriers for final-mile delivery and utilize multiple border crossings (Detroit-Windsor, Buffalo-Fort Erie, Blaine-Surrey, etc.) to optimize routing. Transit times vary based on destination, with major cities typically reachable within 2-4 days from the border.

Setting up an account is simple. Contact our sales team at (614) 300-7416 or operations@xcarvanlogistics.com to begin the process. We'll need basic business information (company name, address, contact details), credit references for NET 30 billing terms, and details about your typical shipping needs. Account setup typically takes 1-2 business days. Once approved, you'll receive access to our customer portal for quotes, booking, tracking, and invoice management.

No, you don't need an account for one-time or spot market shipments. We can provide instant quotes and arrange transportation with prepayment via credit card. However, setting up an account offers benefits like NET 30 payment terms, contract rates, priority service, dedicated account management, and access to our online customer portal. For regular shipping needs, we recommend establishing an account for better rates and streamlined service.

Our customer support team is available 24/7 through multiple channels: Phone: (614) 300-7416 (24/7 dispatch and support), Email: operations@xcarvanlogistics.com (monitored 24/7), Online: Contact form on our website, or Customer Portal: Live chat for account holders. For urgent matters or shipment issues, calling our dispatch line provides the fastest response. We're committed to answering all inquiries promptly and resolving issues quickly.

We stand behind our services with a commitment to excellence. Our 99.8% on-time delivery rate reflects our dedication to reliability. If you're not satisfied with our service, we'll work to make it right. For expedited shipments with guaranteed delivery windows, we offer service guarantees. We value long-term relationships and believe in earning your business with every shipment. Your feedback helps us improve, and we're always open to addressing concerns and finding solutions.