Effective Date: May 13, 2025
This policy governs refund eligibility and payment dispute resolution for all shipments tendered by BROKER and accepted by CARRIER, whether domestic, international, regulated, or non-regulated freight. It applies to both Shippers (CUSTOMERS) and Carriers (CARRIERS) involved in shipments arranged through Pick It Up Logistics, Inc. (“BROKER”).
This policy is governed by the Master Transportation Agreement and overrides conflicting terms in any third-party shipping document. It includes provisions for special cargo classes such as high-value, high-risk, temperature-controlled, and time-sensitive freight.
SECTION A: Refund Policy
Refund Eligibility – Shippers
- Carrier Service Failure: Refunds may be issued for late delivery, damage, or undelivered cargo caused by carrier failure (excluding force majeure).
- High-Risk or Special Cargo Loss: Eligibility depends on prior written agreement, packaging compliance, and insurance coverage.
- Unapproved Charges: Any charges not listed in the confirmation sheet are non-billable and refundable.
- Billing Errors: Overcharges or duplicate charges will be refunded upon verification.
Non-Refundable Circumstances – Shippers
- Delays caused by incorrect shipper info or cargo readiness
- Uninsured cargo loss when coverage was declined
- Claims submitted after 14 business days from delivery
Refund Eligibility – Carriers
- Billing Errors: Overpayments or underpayments will be reconciled within the billing cycle.
- Accessorial Charges: Must be pre-approved and submitted within 24 hours with documentation.
- Rate Discrepancies: Valid claims based on a confirmed Load Confirmation Sheet will be honored.
Non-Reimbursable Items – Carriers
- Charges not pre-approved or submitted late
- Delays caused by the carrier
- Claims submitted after 30 days from shipment
- Unauthorized subcontracting or equipment use
Special Cargo Classifications -Refund/Dispute Considerations
High-Risk Cargo:
Requires declared value, additional insurance, and compliance. Refunds based on compliance.
Temperature-Controlled:
POD and reefer logs are required for any claims.
Hazmat Freight:
Must comply with FMCSA/DOT rules. Carrier violations are non-refundable.
Time-Sensitive:
Refunds possible for missed time windows, unless delay is shipper-caused.
SECTION B: Dispute Resolution – Shipper-Focused
Shipper Dispute Submission Process
Shippers must submit service or billing disputes within 14 business days of shipment delivery or invoice receipt. Include the following:
- Company name and contact information
- Shipment date and Load Confirmation number
- Invoice or billing details
- Clear description of the issue
- Supporting documents (e.g., POD, delivery exceptions, email correspondence)
Submit to:
Admin@pickituplogistics.net
Subject: Dispute – [Shipper Name / Load ID]
Review Timeline
- Acknowledgment within 2 business days
- Initial review completed within 5–7 business days
- Refunds or account credits processed within 10 business days of approval
SECTION C: Dispute Resolution – Carrier-Focused
Dispute Submission Process
Carriers must submit disputes within 30 days of the event. Include:
- Shipment ID and invoice
- Rate confirmation
- Proof (BOL, POD, receipts, logs)
Submit to:
Admin@pickituplogistics.net
Subject: Dispute – [Carrier Name / Load ID]
Review Timeline
- Response within 3 business days
- Review completed within 7–10 business days
- Approved corrections processed within 15 business days
Resolution Guidelines
- All decisions are governed by the Master Transportation Agreement and applicable confirmation sheets.
- Refunds may be issued as a credit memo, direct refund, or invoice offset.
- Disputes unrelated to documented service issues or billing errors will not be refunded.
Contact Us
For inquiries or status updates:
320 W Lanier Ave, Suite 200, Fayetteville, GA 30214
🌐 https://pickituplogistics.net
📞 866-PCKITUP (866-725-4887)
Pick It Up Logistics, Inc. 320 W Lanier Ave, Suite 200, Fayetteville, GA 30214 866-PCKITUP (866-725-4887) Admin@pickituplogistics.net
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All Rights Reserved.
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