F.A.Q.
An INFORMED CUSTOMER are our best customers. We are always happy to talk with you directly.
If you don’t find your answers here, contact us.
WHAT ARE YOUR HOURS OF OPERATION?
WE OPERATE 24 HOURS A DAY, 7 DAYS A WEEK. THERE IS ALWAYS SOMBODY AVAILABLE TO TAKE YOUR ORDER.
HOW LONG WILL IT TAKE FOR A DRIVER TO REACH ME?
NORMALLY WITHIN 30 MINUTES OR LESS.
DO I HAVE TO OPEN AN ACCOUNT TO USE CITYWIDE EXPRESS?
YOU CAN USE CITYWIDE EXPRESS WITHOUT OPENING AN ACCOUNT SIMPLY BY CALLING US AND PLACING YOUR ORDER. WE ACCEPT CHECKS, AND ALL MAJOR CREDIT CARDS.
DO YOU CHARGE FOR WAITING TIME?
WE EXTEND UP TO 10 MINUTE GRACE PERIOD, THERE IS A SURCHARGE THEREAFTER STARTING BACK FROM WHEN THE COURIER ARRIVES.
DO YOU CHARGE FOR WEIGHT?
WE DO NOT CHARGE BY WEIGHT FOR LOCAL DELIVERS ONLY. EACH ADDITIONAL PACKAGE WILL BE CHARGED A SMALL FLAT FEE.
FOR LARGE SHIPMENTS, PLEASE REFER TO OUR FREIGHT CHART OR CALL OUR OFFICE.
FOR LARGE SHIPMENTS, PLEASE REFER TO OUR FREIGHT CHART OR CALL OUR OFFICE.
CAN I PLACE AN ORDER ONLINE?
YES YOU CAN IN ORDER TO DO SO YOU MUST CALL AND OPEN AN ACCOUNT FREE OF CHARGE. ONLINE ORDERING AVAIALBE MONDAY THROUGH FRIDAY FROM 7AM TO 7PM. FOR IMMEDIATE PICK UP AND DELIVERY CALL OUR OFFICE 24/7.
CAN YOU TRANSPORT LARGE SHIPMENTS?
YES WE DO, A SMALL SURCHARGE WILL APPLY FOR WEEKEND AND HOLIDAY DELIVERIES.
HOW DO I ADDRESS AND PREPARE A PACKAGE FOR SHIPMENT?
ALL PACKAGES MUST BE SEALED AND FULLY ADDRESSED WITH NAME, TELEPHONE AND RETURN ADDRESS. (NO LOOSE PAPERS PLEASE)
FOR MULTIPLE PACKAGES GOING TO THE SAME ADDRESS PLEASE MARK EACH CASE 1 OF 4, 2 OF 4, 3 OF 4 ETC.
FOR MULTIPLE PACKAGES GOING TO THE SAME ADDRESS PLEASE MARK EACH CASE 1 OF 4, 2 OF 4, 3 OF 4 ETC.
HOW LATE CAN I SCHEDULE A PICK UP OR DELIVERY?
ANYTIME – WE OPERATE 24 HOURS A DAY, 7 DAYS A WEEK. THERE IS ALWAYS SOMEONE TO TAKE YOUR CALL.
ARE YOU RESPONSIBLE FOR LOST OR DAMAGED GOODS?
OUR LIABILITY IS LIMITED TO 100 DOLLARS, UNLESS HIGHER VALUE IS DELCARED & ADDITIONAL INSURANCE WAS PURCHASED.
HOW DO I GET A QUOTE?
SIMPLY BY CALLING US AND PROVIDING DESIRED SERVICE & DESTINATION + DESCRIPTION OF SHIPMENT.
WILL YOU CONTACT ME IF THERE IS A PROBLEM WITH MY PACKAGE?
YES, WE WILL CALL YOU IMMEDIATELY FOR ANY PROBLEMS.
HOW DO I KNOW IF MY REQUEST FOR A PICK UP HAS BEEN SUCCESFULLY TRANSMITTED ONLINE?
YOU WILL RECEIVE A CONFIRMATION NUMBER PRINTED ON YOUR ORDER.
CAN I CANCEL A PICK UP ORDER ONLINE?
IF YOU NEED TO CANCEL AN ORDER PLEASE CALL OUR OFFICE IMMEDIATELY.
WHAT DO I DO IF I FORGET MY USER NAME, PASSWORD OR ACCOUNT NUMBER?
IF YOU HAVE TROUBLE LOGGING IN, PLEASE CALL OUR OFFICE. WE WILL RESOLVE YOUR PROBLEM IN A QUICK MANNER.
HOW DO I SET UP AN ACCOUNT?
SIMPLY BY CALLING OUR OFFICE. WE CAN SET YOU UP OVER THE PHONE IN JUST A FEW MINUTES.
WHAT ARE SOME HELPFUL TIPS TO ENSURE MY PACKAGE IS DELIVERED IN A SAFE AND EXPEDITE MANNER?
1) ALL ITEMS MUST BE PLACED IN A SUITABLE PROTECTIVE ENVELOPE OR BOX FOR DELIVERY 2) NO LOOSE PAPERS PLEASE. 3) PROPER ADDRESSING AND PHONE NUMBER ON EACH ITEM TO BE DELIVERED. 4) WHEN PLACING AN ORDER, LET US KNOW IF IT IS SOMETHING LARGER THAN AN ENVELOPE. 5) KNOWING THE DIMENSIONS, WEIGHT AND QUANTITY OF YOUR SHIPMENT WILL HELP TO EXPEDITE YOUR DELIVERY. 6) PLEASE HAVE ALL MATERIALS READY FOR PICK UP WHEN PLACING AN ORDER.
CAN I GROUP MY ORDERS BY A REFERENCE NUMBER?
YES YOU CAN. IN YOUR INVOICE ALL ORDERS WITH THE SAME REFERENCE NUMBER WILL BE GROUPED AND SUBTOTALED.
WHAT IS A REFERENCE NUMBER?
A REFERENCE NUMBER IS A CODE (NUMBER OR NAME) THAT ALLOWS YOU TO TRACK YOUR MESSENGER EXPENSE BY GROUPING YOUR SHIPMENT AND SUBTOTAL
DO I GET CHARGED FOR UNDELIVERED PACKAGES?
IF WE CANNOT DELIVER YOUR PACKAGE AND WE HAVE TO RETURN IT TO YOUR OFFICE, YES WE WILL HAVE A MINIMUM CHARGE.
DOES CITYWIDE EXPRESS PROVIDE A C.O.D SERVICE?
YES. PLEASE CHECK THE C.O.D BOX ON THE MANIFEST AND WRITE THE DOLLAR AMOUNT TO BE COLLECTED.
CAN I REROUTE A SHIPMENT BEFORE IT HAS BEEN DELIVERED?
YES YOU CAN. A SMALL FEE WILL APPLY. TIME OF DELIVERY MIGHT BE DETERMINED BY DRIVER, DEPENDING ON HIS LOCATION AND THE LOAD OF WORK HE STILL HAS TO COMPLETE.
HOW MUCH DOES IT COST TO SHIP MY PACKAGE?
THE COST OF SHIPMENT IS DETERMINED BY A FEW FACTORS. SUCH A DISTANCE, SIZE AND WEIGHT OF THE PACKAGE, HOW FAST YOU NEED IT TO BE DELIVERED AND THE TIME YOU PLACE YOUR ORDER.
IS MY CREDIT CARD INFORMATION SAFE?
YES ALL YOUR COMPANY FINANCIAL INFORMATION IS SECURED AND CONFIDENTIAL, WE DO NOT SHARE YOUR INFORMATION WITH ANY THIRD PARTIES. WE RESPECT YOUR PRIVACY.
CAN YOU INFORM ME WHEN A PACKAGE HAS BEEN DELIVERED?
YES WE CAN, THROUGH OUR E‐MAIL NOTIFICATION SYSTEM UPON YOUR REQUEST OR SIMPLY BY CALLING US. THIS SERVICE IS FREE OF CHARGE.
