1. What is the Customs Processing and Administration Fee and 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 PARS (Northbound) and PAPS (Southbound) clearance requests with the Customs Broker of record, the IT and Administration cost for the carrier to be compliant with 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.
2. I have a business operating from my home and I have a GST number; why am I charged a Private Residence delivery fee?
Due to the limitations that residential areas present to our operations, we charge additional fees to cover/maintain the special equipment required to service residential areas. Example of special equipment includes straight trucks with Tailgate services.
3. What is your process for delivery appointments?
Day & Ross requires transit time plus an additional day in order to properly service any appointment requirements. Once the freight arrives at the destination terminal, the appointment clerk is provided with the freight information and they will call/email the consignee to confirm the delivery date based on our operational ability to service the consignee’s next available appointment slot.
4. I told your Spot Quotes the actual address; why did they not tell me it was limited access?
Our Spot Quotes Department only uses origin/destination city for quoting purposes. It is the responsibility of the billing party to know any special requirements of their customers.
5. I called your Spot Quotes and gave them delivery address, why was I not informed of beyond charges (site charges)?
We strive to provide a point to point rate. Offline or site charges should be included in the rate; if you encounter any errors please forward your concerns to our Invoice Resolution department.
6. Tailgate Service
Why was tailgate use to deliver my freight?
Tailgates are used if the customer’s location does not have a dock/sufficient equipment to load or offload freight.
Why are your tailgate fees so high?
The fees are to cover general operational costs associated with keeping the maintenance on our trailers that have tailgates.
Why was I not notified? Why can’t I approve before you use it?
If a tailgate is not requested on the Bill of Lading/pickup request, the drivers are not aware it will be needed until they arrived at the delivery/pickup location. If the driver arrives and proper offloading facilities are not available or a consignee requests the driver provide a tailgate service, then it will be charged according to the Day & Ross Terms and Conditions.
7. Does Day & Ross guarantee appointment deliveries?
Day & Ross does not guarantee appointment deliveries. We do the best to meet our customers’ expectations and requirements; however, there are times when situations beyond our control prevent us from meeting an appointment, for example, weather delays or road closures.
8. What is the process for Inside Delivery?
Inside delivery charges are applied to a shipment when the driver is required to go beyond the immediate area of the receiving door, required to deliver to a location other than the ground floor, and/or the handling unit of the freight exceeds the width/height of the receiving door and the driver must break down the unit to complete the pick-up or delivery, where the actual weight of any individual piece exceeds 75lbs or the actual weight of the total shipment exceeds 300lbs.
9. What are storage charges?
Storage charges are applied to a Probill when Day & Ross is required to store freight for more than 24 hours after the expected delivery date. Charges are part of the terms and conditions in the customer tariff agreement. Notification is an automated system process and will be sent to the email address we have on file in our customer master records. You can change the recipient at any time and add multiple receivers.
10. Why was the delivery to University subject to extra charges, plus fuel and tax?
Due to the limitations residential areas present to our operations, we charge additional fees to cover/maintain the special equipment required to service residential areas. Example of special equipment includes straight trucks with tailgate services.