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FAQ

Do You Have Any
Question Please?

1. How can I track my shipment?

Every shipment is assigned a unique tracking number. You can monitor the real-time status and location of your cargo 24/7 through our online customer portal. Automated updates are also available via email or SMS if requested.

2. What documentation is required for cross-border shipping (US/Canada)?

Standard documentation includes the Commercial Invoice, Packing List, and Bill of Lading (BOL). For regulatory compliance, depending on the commodity, you may also need a Certificate of Origin or specific permits. Our team will guide you to ensure all paperwork is correctly filed prior to border crossing.

3. What is the difference between FTL and LTL services?

FTL (Full Truckload) is used when your shipment fills or nearly fills an entire trailer, or when you need dedicated transport. It offers faster transit times and less handling. LTL (Less Than Truckload) is used for smaller shipments that occupy only a portion of the trailer, allowing you to share space and costs with other customers' freight.

4. Is my cargo insured during transit?

We carry standard carrier liability insurance as required by law. However, this coverage is limited. We strongly recommend purchasing supplemental cargo insurance, which we can easily arrange for you, to ensure your goods are covered for their full commercial value against all risks.

5. How do I get a shipping quote for my needs?

You can request a quote by filling out the form on our 'Get a Quote' page, or by calling us directly. Please be ready to provide the origin and destination points, cargo dimensions (weight, length, width, height), and the commodity type for an accurate assessment.

6. What factors determine the final delivery time?

Delivery time is primarily based on distance, service type (FTL/LTL/Expedited), border crossing times, and weather conditions. While we provide estimated transit times, FTL is generally faster than LTL. We prioritize efficiency and clear customs protocols to minimize delays.

7. Do you handle customs clearance for Canada-US shipments?

While we are a carrier, we work closely with trusted customs brokers on both sides of the border. We can recommend professional brokerage services or coordinate directly with your preferred customs broker to ensure a smooth, compliant, and prompt clearance process.

8. Are there weight or size restrictions for LTL shipments?

LTL shipments generally must be palletized and fall within standard dimensions (e.g., usually under 12 linear feet and 10,000 lbs). If your cargo exceeds these limits, it may require FTL or specialized service. Please provide exact specifications when booking.

9. What technology do you use for route optimization and security?

We utilize advanced Transportation Management Systems (TMS) for optimal route planning, maximizing fuel efficiency and minimizing transit time. All our trucks are equipped with GPS tracking and telematics for real-time location data and enhanced security.

10. Can Imperial Capilano handle specialized or hazardous materials?

Yes, we have specialized teams and equipment certified to handle certain types of hazardous materials (HazMat) and oversized or temperature-sensitive cargo. This requires prior arrangement and compliance with strict regulatory guidelines. Contact our special freight division for feasibility and pricing.

Imperial Capilano Logistics Partner
CLIENTS TESTIMONIALS

Your supply chain partner
for success

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Jasmine Reyes

Operations Director, Apex Mfg.

"Imperial Capilano has completely streamlined our cross-border operations. Their FTL service is reliable, and we've significantly reduced delays. The dedication of their team to ensuring on-time delivery, even with tight schedules, is unmatched in the industry. They are a true strategic partner."

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Michael Wilson

Logistics Manager, Prime Retail Inc.

"We rely heavily on their LTL services for our smaller, frequent shipments. The efficiency and cost-effectiveness are excellent. Their tracking system gives us peace of mind, and the customer support is always quick to respond to any queries we have about routing or scheduling. Highly recommended."

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Chen Hu

Supply Chain Analyst, TechNova Solutions

"The level of care provided for our high-value equipment transports was exceptional. The drivers are professional, and the communication throughout the journey was transparent and proactive. We appreciate their commitment to cargo safety and security above all else."

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Amanda Thompson

VP of Distribution, Northwoods Co.

"We've been partnering with Imperial Capilano for over five years, and they consistently exceed expectations. They handle our complex distribution network flawlessly, always finding the most efficient lanes between Canada and the US. A trusted and essential part of our logistics backbone."

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