Return policy

§ 1Cancelling a booking

Before a driver is dispatched. Cancel at no charge. Email us and we'll release the truck.

After dispatch, before arrival. A cancellation fee may apply to cover the carrier's deadhead miles. We tell you the amount before we accept the cancellation.

After the driver arrives (truck order not used). The carrier's TONU charge applies, typically the greater of a flat fee or the miles run. This is passed through at cost.

After loading. The shipment is in transit and is treated as a return move under Section 3, not a cancellation.

§ 2Refused shipments

If the receiver refuses all or part of a delivery, the driver holds the freight and contacts us. We'll reach you the same day for disposition instructions. Until you give them, the freight may accrue storage or detention charges, which are billed to the party responsible for freight charges.

Your options are usually: redeliver to the same consignee at a later date, deliver to an alternate address, place the freight into short-term storage, or return it to the shipper. Each carries its own rate, quoted before we act.

Record the reason for refusal on the delivery receipt. If the refusal is due to damage or shortage, note it there as well — that notation is what supports a later claim.

§ 3Return to shipper

A return move is a new shipment with its own rate. It is not a reversal of the original charges: the original linehaul remains due because the transportation was performed.

• Send the return request in writing with the shipment reference and the return address.
• We quote the return leg, including any storage accrued while the freight waited.
• Freight must be repackaged and re-labeled so it can travel safely a second time. We can arrange this at a warehouse where available.
• A new bill of lading is issued for the return leg.

§ 4Refunds of freight charges

Because our service is the movement itself, freight charges are refundable only where the service was not performed or was billed incorrectly. We refund in these cases:

• The shipment was cancelled before dispatch and charges had already been collected.
• You were invoiced in error — duplicate billing, wrong lane, wrong accessorial, or a rate that doesn't match the written quote.
• An accessorial was billed for a service that was not actually provided.

Approved refunds are issued to the original payment method within 10 business days of approval. Rate disputes should be raised within 30 days of the invoice date.

Charges are not refunded for delays caused by weather, road closures, accidents, mechanical breakdown, government action, dock or receiver delays, incorrect addresses, or freight that was not ready at pickup.

§ 5Damage, shortage and loss claims

At delivery. Inspect before signing. Note any damage, shortage or missing pieces on the delivery receipt with the driver present, and photograph the freight and packaging before it is moved. A clean signature makes a later claim significantly harder to win.

Concealed damage. Report within 5 business days of delivery, keeping the packaging and the freight in the condition received for inspection.

Filing. Send us the claim in writing with the shipment reference, the signed delivery receipt with the exception noted, photographs, the commercial invoice showing the value of the goods, and a repair or replacement estimate. Written claims should be filed within nine months of delivery, or of the scheduled delivery date for lost freight, consistent with standard carrier liability rules.

Liability. Cargo liability is limited to the carrier's tariff or the terms of the bill of lading, which is generally the actual value of the goods subject to per-pound limits, not consequential losses such as lost sales or production downtime. Higher coverage can be arranged in advance if you declare the value before pickup.

Process. We open the claim with the carrier and its insurer, chase it on your behalf, and update you as it moves. Carriers typically acknowledge within 30 days and resolve within 120 days. Freight charges remain payable while a claim is open.

§ 6Freight we can't accept back

Some freight cannot be returned or re-delivered for safety or legal reasons — including perishables outside their temperature window, freight with breached or contaminated packaging, hazardous materials without correct documentation, and items whose transport is restricted by law. In those cases we will explain the disposition options available.

§ 7Questions

Anything about a cancellation, return or claim: info@networkgrouplogisticsllc.com. Include the shipment reference so we can pull the file.