FAQs

At Pacific Coast Express, customer care is our first priority. In the interest of saving you time we have put together a list of most commonly asked questions. If your question is not answered to your satisfaction, our customer service experts would be happy to help you.

» What areas do you service?
» How long will it take for my shipment to arrive?
» How much will it cost to move my freight?
» Do you have guaranteed or expedited service?
» Do you handle personal effects?
» Do you ship Dangerous Goods / Hazmat materials?
» Is Pacific Coast Express a bonded carrier?
» Does PCXL provide in-house brokerage services?
» Is PCXL a C-TPAT approved carrier?
» Does PCXL have temperature controlled trailers or reefer trucks?
» How do I get my freight picked up?
» Where can I get a Bill of Lading form?
» How can I get a tracking number?
» How can I trace my shipment?
» When will I receive my invoice?
» How can I get a Proof of Delivery?
» What if goods are damaged or missing – how can I file a claim?

Before Shipping

What areas do you service?

Our primary focus is from points into and out of Western Canada and the lower 48 states of the USA. Please refer to our coverage page for more details.

How long will it take for my shipment to arrive?

To view an estimated transit time from point to point, please visit our Transit Times Matrix and follow the simple instructions.

How much will it cost to move my freight?

Freight rates are based on the size and weight of the shipment as well as the origin and destination. For a rate estimate, please complete our online rate request form, or contact our customer service department at rates@pcx.ca.

Do you have guaranteed or expedited service?

Pacific Coast Express provides consistent next day service between the Lower Mainland area to the Greater Seattle & Portland areas as well as to most points on southern Vancouver Island. We run regular schedules to all other areas in Western North America providing 2-4 day service depending on origin and destination. We do not provide a guaranteed or expedited service as our regular service usually exceeds the expedited service of other carriers. Factors such as weather, traffic, border delays, etc. may affect transit times but are beyond our control.

Do you handle personal effects?

No. We suggest a household goods moving company or courier service for this type of freight.

Do you ship Dangerous Goods / Hazmat materials?

Pacific Coast Express is an approved Hazmat Carrier. We require MSDS sheets be provided with every hazmat shipment as well as a clearly marked BOL with UN #’s, descriptions, etc as required by the proper governing bodies.

Is Pacific Coast Express a bonded carrier?

Yes, in addition to being a bonded carrier in Canada & the US, we also have a customs bonded warehouses in Surrey, BC; Calgary, AB; Edmonton, AB and Winnipeg, MB.

Does PCXL provide in-house brokerage services?

Although we are a bonded carrier and have a bonded warehouse facility, we do not provide in-house customs brokerage services. We are quite happy to recommend several reputable custom brokers you can work with to have your freight cleared into either the US or Canada.

Is PCXL a C-TPAT approved carrier?

PCXL was one of the first Western Canadian carriers to enroll in the C-TPAT program. We received our certificate September 2003, and were fully validated in March 2006. To request our SVI number, click here or contact our customer service group at 800-667-6061.

Does PCXL have temperature controlled trailers or reefer trucks?

The PCXL fleet is comprised of 53’ air-ride dry vans. Protection from freezing / temperature control is available on certain lanes – please call ahead to confirm availability. At this time PCXL does not provide reefer service.

 

Ready to Ship

How do I get my freight picked up?

When you’re ready to ship please call our dispatch centre – 604-582-3230 or toll free 800-667-6061. Our representative will ask you to provide pickup address & phone number, pieces & weight of shipment. You can also request a pickup online by filling out our Pickup Request form. If your freight is crossing the US / Canadian border, you will be asked to fax in your customs documentation and provide the name of the customs broker who will clear the shipment.

Where can I get a Bill of Lading form?

Please visit the Forms page in the Information Center section of our website–there you will find a PDF file for Bills of Lading, Canada Customs Invoices, US customs Invoices, as well as other related forms. You can fill many of them out online before printing or print a blank one to fill out by hand.

 

Freight on Board

How can I get a tracking number?

When the driver arrives to pick up your freight, he will sign your Bill of Lading (BOL) and sticker it with a pro number. This is the tracking number and invoice number by which this shipment will be identified.

How can I trace my shipment?

Visit our Trace Shipment page to request the location of your shipment. You can also contact our customer service group Monday to Friday between 7:30 am and 5:00 pm PST to trace your shipment – please have your tracking number ready. (Toll-Free: 800-667-6061).

When will I receive my invoice?

Invoices are generally produced and mailed within seven days of shipment. You can also contact our customer service group for invoice information. (Toll-Free: 800-667-6061).

How can I get a Proof of Delivery?

PCXL maintains copies of all PODs in our imaging system. Please contact our customer service group to request a faxed or emailed copy. (Toll-Free: 800-667-6061).

What if goods are damaged or missing – how can I file a claim?

Claim forms are available from the Information Center section of our website, under Forms.