These frequently asked questions have been grouped in section and will help you answer the most common inquiries pertaining to invoices, shipment & pickup, web account and more.

Will the new Excel invoice still provide the data that I need?

Yes, the new template will provide the same data that you need, just in a different layout. Based on the level of detail that you need, you can receive one of the three Excel options: small, medium, or large. 

Can I still receive my Excel invoice in the old format?

Unfortunately, the old format is no longer available. We’ve made significant investments in streamlining our billing process and improve your experience. The new Excel template is more user-friendly and provides you with the same data that you used to receive.

Where can I see my invoice online?

After logging into the customer portal, select "Shipments” from the menu. On the subsequent drop-down menu, select "Manage Invoices". If you don’t have an online account, go to the login page and select “Create an Account”.

How can I download a report?

Download any report by using the “Shipment” menu or directly on your dashboard. Select “Manage Invoices” or "Manage Shipments" via the drop-down. Select “download report” on the right. Follow the instructions that appear on the screen. You can also choose "Quick Reports" on the bottom right side of your dashboard.

Where can I find my billing information?

Log in to your account. On the home page, select “Shipment”, then “Manage Invoices” to view billing information and invoice copies.

How can I obtain a physical copy of my invoice?

You can download and print a copy of your invoice online. Sign into your account and select “Shipment,” then “Manage Invoices” on your dashboard. On the shipment history screen, click on the action button and select “Download Report.” You can also request a copy by sending an email to [email protected]. Make sure you include your PRO#/Freight Bill tracking number.

I want to dispute a charge on my invoice. Whom do I contact?

For questions regarding your invoice, email or contact our Invoice Resolution Team at [email protected] or 1-800-561-1415, Monday to Friday, 8:15 AM - 5 PM AST.

If I email the Invoice Resolution Team, how quickly will I get a response?

We strive to respond within 5-7 business days. Complex cases may require additional time.

Where can I find a copy of my BOL?

Once a shipment is created, a bill of lading is automatically sent to the registered email address. If you have processed a shipment, a copy of the bill of lading can be found on your dashboard under “Manage Pickup”. You can also download the bill of lading by clicking on the action button near the order number.

Why do I need to complete a Bill of Lading (BOL)?

The bill of lading (BOL) is a legal document that shippers must complete before the freight shipping process begins.

What information and paperwork do I need to provide to Day & Ross when I ship dangerous goods?

In addition to the standard paperwork required for shipping with Day & Ross, when you ship dangerous goods, there are three critical requirements that must be adhered to in order for the shipment to be transported legally, as well as to avoid potential delays and fines:

• Order of the description: The UN# must come first followed by the shipping name, class, and then packing group.
• Shipper’s declaration: The BOL must include a “shipper’s declaration” signed by the shipper indicating the shipment is compliant with Dangerous Goods regulations. “I hereby declare that the contents of this consignment are fully and accurately described above by the proper shipping name, are properly classified and packaged, have dangerous goods safety marks properly affixed or displayed on them, and are in all respects in proper condition for transport according to the Transportation of Dangerous Goods Regulations.”
• Labeling/Packaging: If dangerous goods are shipped as an “overpack” i.e. shrink-wrapped on a pallet, Day & Ross must be able to clearly see the Dangerous Goods labeling/markings through the shrink wrap. If it cannot, there must be labeling provided on top of the shrink-wrap that clearly indicates the contents of the freight.

Can I create a shipment request from the U.S. to Canada?

The create a Shipment feature is available only for domestic or Southbound shipments and is not available for the U.S to Canada. However, you can use Request a Pickup online for a US origin coming Northbound to Canada.

I want to ship from the U.S. to Canada, who do I contact?

You can use Request a Pickup online for a US origin coming Northbound to Canada. Or is you prefer, contact our Customer Care Centre (CCC) at 1-866-329-7677, Monday to Friday, 7 AM -11 PM AST.

What documentation do I need to provide when shipping from the U.S. to Canada?

To ensure your shipment clears customs in a timely matter, it is essential that all necessary documents are properly completed. Inaccurate or incomplete information may result in delays. You must provide a complete bill of lading and a Proforma Invoice.

NAFTA or Certificate of Origin is necessary only if goods are "wholly obtained or produced entirely" in the US, Mexico, or Canada. If you ship from Canada to the U.S. on a regular basis, it is recommended to create a blanket Certificate of Origin through your customs broker. For your convenience, we are including the link below for the required forms - Proforma Invoice, NAFTA Certificate of Origin Form

Can I pre-book a pickup?

Yes, you can. Our website does allow you to select a future pickup date, up to 30 days.

What do I do if I have a shipment to be picked up at another location?

Our services allow you to request a pick up from another location other than the location of origin. Select “Request a Pickup” under “Shipment” to complete your request. We require the shipper’s details (address of pickup) and the consignee’s details (delivery address). Once you create the pickup, a confirmation email containing the information you provided will be sent to both yourself and the consignee’s email. The confirmation email will include a copy of the bill of lading when you create a pick up via the website.

How do I create a return or exchange shipment?

You must choose either the "Return" or "Exchange" option from the "Shipment Type" drop-down when creating your shipment. This will ensure the driver arrives with the necessary documentation.

What is the difference between "Create a Shipment" and "Request a Quote"?

“Request a Quote” provides a price for freight charges only. To initiate the process for having freight picked up, you must choose to “Create a Shipment.”

What documentation do I need to provide when shipping from the U.S. to Canada?

To ensure your shipment clears customs in a timely matter, it is essential that all necessary documents are properly completed. Inaccurate or incomplete information may result in delays. You must provide a complete bill of lading and a Proforma Invoice.

There is no official certificate of origin under the new Canada-United States-Mexico Agreement (CUSMA), as there was for NAFTA. CUSMA requires a “certification of origin.” Any format is acceptable, provided it contains the following nine minimum data elements as set out in CUSMA Annex 5-A: Importer, Exporter, or Producer Certification of Origin; Certifier; Exporter; Producer;  Importer; Description and HS Classification of the Good; Origin Criteria; Blanket Period (if applicable); Authorized Signature and Date. For more details see our Guides.

How do I create an online account?

On our website, click the the “Login/Register” button on our homepage or the account icon in the navigation bar. If you are having any difficulties registering, email [email protected] or call 1-866-329-7677.

Can I get a price online with no account?

Yes, you can. Visit the website and select “Request a Quote” on the homepage.

What should I do if I get an address validation pop-up when entering the Shipper and/or Consignee address?

On the shipment/pickup forms, after selecting an address from Canada Post or your contacts, select “Next” to move to Step 2. The system will validate the addresses against our internal database. If the city name does not match entries found in our internal database, a popup will appear that allows you to select the best match for your address.

What should I do if I get an error that says “Could not find postal/zip code in database” when entering the Shipper and/or Consignee address?

Our address dropdown will provide you with a list of addresses to select from based on the standard database populated by Canada Post.

If the address returned contains a postal code that has not yet been added to our internal system, you will see a postal code error message “Could not find postal/zip code in database”. When this occurs please email our Website Support team: [email protected] and they will update our system with the missing data.

What should I do if I cannot find an address when entering the Shipper and/or Consignee address?

Our address dropdown will provide you with a list of addresses to select from based on the standard database populated by Canada Post.

If the street address cannot be found, enter the postal code first. Select the appropriate city name in the dropdown, then select the closest address or postal box available. You can now edit the street address portion of the selected address and save it to your contacts for future use.

If you are experiencing issues or having any difficulties, contact our Customer Care team at [email protected] or 1-866-329-7677 Monday to Friday, 7 AM -11 PM AST.

I forgot my username and/or password, how do I get a new one?

Select the account icon on the navigation bar. You will be redirected to the login page. Reset your password by selecting “Forgot Your Password?”. Alternatively, you can contact our Website Support team: [email protected]. We strive to respond to all inquiries within 2 business days.

How do I merge my login credentials for LTL/Truckload and Commerce Solutions?

If you are logging in for the first time, you will be prompted to change your password. Once changed, it will automatically merge your login credentials. If you use the same credentials for both LTL/TL (Freight) and Commerce Solutions (formerly Sameday), you'll be logged into both services. If you use different emails for each service, please log in to one, then under your account icon, select the option to Switch Accounts. This will allow you to enter your login for the other service. If you require more assistance, please contact our Customer Care team at 1-866-329-7677, Monday to Friday, 7 AM - 11 PM AST.

When logged in to LTL/Truckload (Freight) and Commerce Solutions (Sameday), how do I switch between divisions?

On the home page, go to “My Accounts”, a pop up will appear. Select “Switch Accounts”, your dashboard will automatically switch to the selected account.

I just signed up for an online account, why is my account "Pending Account Activation?"

Pending Account Activation refers to the period when your credit application is under review and processing.

Why am I getting a permission error when attempting to switch between LTL/Truckload and Commerce Solutions accounts?

Don’t worry! If you receive an error message, clear your cookies and/or cache on your web browser. If you are still receiving an error message, or you do not know how to clear your cookies/cache in your browser, contact our Website Support team: [email protected]. We strive to respond to all inquiries within 2 business days.

What are the customs processing and administration fee? Why do I need to pay when I ship across the border?

All carriers charge a Customs Processing and Administration Fee, sometimes called Customs or Border Clearance Fee. This fee covers the carrier's expenses to set up the PARS (Northbound) and PAPS (Southbound) clearance requests with the Customs Broker of record.

It also covers IT and Administration cost for the carrier to be compliant with the US and Canada Customs (ACE and ACI eManifest), as well as any expenses associated with extensive driver certification in terms of CTPAT/FAST required to allow our drivers to function effectively at the border crossing.

What is my claims policy?

A copy of our Claims Policy can be found here.  

Can I submit a claim online?

To submit your claim online, please go to the Support menu, and select “Submit Claim” to get started. We strive to respond to all claims inquiries within 10 business days.

How do I track my shipment?

On the home page or under Quick Links, select "Track Shipment". Have your shipment number (pro bill number, starting with three letters and followed by 7 numbers) with you. You can enter up to 19 different shipment numbers separated by a space. You can also use your dashboard to keep track of your shipment, even if you no longer have the tracking number.

Where can I find the holiday shipping schedule?

On the homepage, select “Tools” then click “Guides” to view the Holiday schedule.

If I complete the credit application, how long will it be until I receive an account number?

Once all required information is provided,the credit application setup should be complete in 48 hours.

Do you provide skids and shrink wrap?

Day & Ross does not provide skids and shrink wrap. It is the shipper's responsibility to ensure their freight is packaged in a safe and secure manner for transport.

While attempting to download a report, it does not show an option for excel.

All reports on our website are downloaded as CSV files. Microsoft Office Excel must be installed on your computer or laptop and mapped to handle this file type.

How can I change the Contact Type (Shipper, Consignee, shared) for an existing contact in my company?

You cannot change the contact type after it is saved, however, you can add a copy with a new contact type, or delete the current contact and re-add it with the required contact type(s). Use the “ Shared(contact type)” to add a new contact as a shipper and consignee. Go to “Account Menu”, select “Manage Contacts”, select "Add New Contact" at the top right to create a new contact. Select the menu on the left of the original contact and select “Delete Contact."