Customer Service:   216-586-2040  •  866-213-4966
 
Frequently Asked Questions

DELIVERY
1. HOW MUCH TIME DOES IT TAKE TO DELIVER THE CAR?
2. DO YOU DELIVER TO RESIDENTIAL AREAS?
3. WHAT KIND OF TRANSPORT VEHICLE WILL DELIVER MY VEHICLE?
4. HOW DO I KNOW WHEN THE VEHICLE WILL BE DELIVERED? WILL SOMEONE WILL CONTACT ME?
5. WHAT HAPPENS IF I AM NOT AVAILABLE TO RECEIVE MY VEHICLE WHEN IT ARRIVES?

DOCUMENTATION
1. DO YOU PROVIDE CUSTOM CLEARANCE SERVICES?
2. WHAT IF THE VEHICLE IS DAMAGED WHEN TRANSPORTED?
3. WHAT KIND OF PAPERWORK DO YOU NEED TO SHIP MY CAR?
4. WHAT IF THE TITLE IS NOT AVAILABLE?

LOGISTICS
1. DO YOU TRANSPORT FROM US TO CANADA?
2. DO YOU PROVIDE INLAND TRANSPORTATION?
3. CAN YOU SHIP TO MY COUNTRY?
4. HOW MANY CARS CAN FIT IN ONE CONTAINER?
5. FROM WHAT PORT IN US DO YOU SHIP?
6. HOW LONG DOES IT TAKE TO SHIP MY CAR?

PAYMENT
1. WILL YOU CHARGE ME A EXTRA FEE IF THE CAR IS NOT DRIVABLE?
2. ARE THERE ANY ADDITIONAL FEES INVOLVED?
3. HOW CAN I PAY?
4. CAN WE PAY THE DRIVER FULL AMOUNT ON DELIVERY?
5. WHAT ARE THE METHODS OF PAYMENT?

PICK UP
1. HOW SOON CAN YOU PICK-UP THE VEHICLE?
2. CAN YOU PICK-UP A CAR TOMORROW, BECAUSE PICK-UP LOCATION WILL START CHARGING ME STORAGES?
3. YOU PROMISED TO PICK-UP ON ONE DAY AND INSTEAD THE CAR WAS PICKED-UP NEXT DAY OR LATER?
4. CAN YOU PICK-UP MY VEHICLE TODAY?

SERVICE
1. IS THE VEHICLE INSURED WHILE TRANSPORTED?
2. DO YOU OFFER RORO (ROLL ON, ROLL OFF) SERVICE?
3. MY VEHICLE IS NOT OPERABLE. CAN YOU TRANSPORT IT?
4. DO YOU TRANSPORT AND/OR EXPORT HEAVY EQUIPMENT, BOATS, PLANES, ETC.?
5. DOES HAULMATCH PROVIDE ON-CARRIAGE SERVICE?
6. HOW CAN I TRACK THE SHIPMENT?

VEHICLE
1. CAN YOU CHECK THE DAMAGES INSIDE THE VEHICLE?
2. CAN YOU CHECK THE TIRES?
3. DOES THE VEHICLE START?
4. DOES THE VEHICLE HAVE KEYS?
 
DELIVERY
1. HOW MUCH TIME DOES IT TAKE TO DELIVER THE CAR?
Domestic (US): Delivery can take up to 10 days from time of pick-up, depending on distance, e.g. coast to coast delivery typically takes 10 days, yet delivery to a neighboring state may take only 1-3 days. International (non-US): Delivery can take 3-8 weeks from time of pick-up, depending on both the vehicle location in the US and the destination country.
Return to top
DELIVERY
2. DO YOU DELIVER TO RESIDENTIAL AREAS?
Delivery to a residential area is possible only if there are no legal restrictions and if space large enough to accommodate the transportation vehicle is available, e.g. if semi-trucks regularly pass through your street, then it might be possible to unload by your residence. Otherwise, the delivery can be made at a near-by parking lot or shopping plaza.
Return to top
DELIVERY
3. WHAT KIND OF TRANSPORT VEHICLE WILL DELIVER MY VEHICLE?
HaulMatch contracts with carriers, who have a wide array of equipment, such as tow trucks, 3-car haulers, 9-car haulers, enclosed trailers, and open trailers. However, we do not guarantee the type of transportation equipment that will be used to transport your vehicle.
Return to top
DELIVERY
4. HOW DO I KNOW WHEN THE VEHICLE WILL BE DELIVERED? WILL SOMEONE WILL CONTACT ME?
The Driver will call you (typically 1-2 business days) in advance to notify you of the delivery date and time. Please make sure someone is available at the designated delivery date and time.
Return to top
DELIVERY
5. WHAT HAPPENS IF I AM NOT AVAILABLE TO RECEIVE MY VEHICLE WHEN IT ARRIVES?
In the event you cannot be reached in a reasonable amount of time, or you are not available to receive your vehicle when it arrives, the vehicle will either remain on the carrier truck for a later delivery, or the vehicle will be placed in storage until such time you can arrange for it to be picked up. Vehicles placed in storage are subject to additional storage and transport charges.
Return to top
DOCUMENTATION
1. DO YOU PROVIDE CUSTOM CLEARANCE SERVICES?
HaulMatch handles US-required paperwork only and does NOT provide Customs Clearance Services. However, HaulMatch can assist you in identifying a forwarding agent/customs broker in your country. All fees and required paperwork at the Port of Discharge will have to be discussed with the agent/broker in your country.
Return to top
DOCUMENTATION
2. WHAT IF THE VEHICLE IS DAMAGED WHEN TRANSPORTED?
At time of delivery, please make certain you receive a completed Bill of Lading/ Damage Report before submitting payment to the Driver. Bill of Lading/Damage Report must have your signature, the pick-up location representative's signature and the Driver's signature in order for a subsequent claim to be processed. Before proceeding with a claim, please be certain additional damages not marked on the Damage Report exist.Please send the claim paperwork - fully signed Bill of Lading/Damage Report, photographs of the vehicle taken from the same distance and angle as displayed on the site where you purchased the vehicle, written description of the extra damages - to HaulMatch via e-mail or FAX provided on the Bill of Lading/Damage Report. If extra damages are determined to have occured during transport, HaulMatch will release the carrier's Insurance certificate so you can file a claim though their agent. The claim is then reconciled directly with the carrier's insurance company.
Return to top
DOCUMENTATION
3. WHAT KIND OF PAPERWORK DO YOU NEED TO SHIP MY CAR?
Domestic Customers (US): If you are a US-based customer and shipping to a US destination (48 contiguous states), then you can complete all your paperwork online or with a Customer Service Agent over the phone. International (non-US): Same requirements as a Domestic Customer, however International Customers must provide an original Vehicle Title with no liens (i.e. no money is owned against the vehicle). Please note the original Vehicle Title is processed by US Customs and subsequently returned to the Customer via courier.
Return to top
DOCUMENTATION
4. WHAT IF THE TITLE IS NOT AVAILABLE?
If the Customer has an government-issued original document (e.g. Bill of Sale, Acquisition Bill of Sale, Junk Certificate, Non-Repairable Certificate, etc.), Haulmatch might be able to export your vehicle but only from the Port of New York. Please send a copy of the government-issued document via e-mail or FAX so HaulMatch can check with state officials.
Return to top
LOGISTICS
1. DO YOU TRANSPORT FROM US TO CANADA?
HaulMatch can deliver the vehicle to the border (US side) only. The Canadian Customer must 1)secure the Title from the Seller, 2)contact a Canadian Customs Broker to ensure all documentation requirements are satisfied 3)identify a warehouse location (US side), where Haulmatch can deliver the vehicle, and 4)either pick-up the vehicle in person, or hire a Candian Transportation Company to pick-up the vehicle.
Return to top
LOGISTICS
2. DO YOU PROVIDE INLAND TRANSPORTATION?
Yes, HaulMatch can pick-up your vehicle from any point in the (48 contiguous) US and deliver to the Port of Loading.
Return to top
LOGISTICS
3. CAN YOU SHIP TO MY COUNTRY?
Please check the drop-down list of destination countries on the Instant Quote Page. If the desired country appears on the list, HaulMatch can provide an Instant Quote to transport the Customer's vehicle to this country. If the desired country does not appear on the list, Customer can request a Custom Quote online, and HaulMatch will respond within 48 hours.
Return to top
LOGISTICS
4. HOW MANY CARS CAN FIT IN ONE CONTAINER?
HaulMatch ships in 40' standard ocean shipping containers, which can normally accommodate: 3 regular-sized cars; 4 compact cars; 2 large cars or SUV's.
Return to top
LOGISTICS
5. FROM WHAT PORT IN US DO YOU SHIP?
The Port of Loading is determined by both the Vehicle Location and the Port of Discharge. HaulMatch ships primarily from the Ports of New York, Los Angeles, Houston and Miami. Custom orders may be shipped from other ports.
Return to top
LOGISTICS
6. HOW LONG DOES IT TAKE TO SHIP MY CAR?
International: Delivery can take 3-8 weeks from time of pick-up, depending on both the vehicle location in the US and the destination country. Generally speaking: Europe & South America (3-4 weeks), Other Continents (4-8 weeks).
Return to top
PAYMENT
1. WILL YOU CHARGE ME A EXTRA FEE IF THE CAR IS NOT DRIVABLE?
If the Customer specifies the car is not drivable, there will be no additional fees. However, if the Customer specifies the car is drivable, and in fact it isn't, then the Customer may incur an additional fee during pick-up. Please remember the Customer is responsible for ensuring proper equipment to unload the vehicle is available at deilivery.
Return to top
PAYMENT
2. ARE THERE ANY ADDITIONAL FEES INVOLVED?
HaulMatch quotes cover all transport costs of your vehicle. HaulMatch quotes do NOT cover: additional Driver Wait Time fees, Storage fees, Loading/Unloading fees, Receiving Bank Wire Transfer fees, and Destination Country fees. If there is a loading fee at the pick-up facility, and the driver pays that fee, the Customer is responsible for reimbusing the driver. Please be sure the Driver presents the Customer with a valid receipt.
Return to top
PAYMENT
3. HOW CAN I PAY?
US Customers Shipping to a (48 Continguous) US Destination: Deposit is by credit card, and the balance is paid directly to the driver with cash, money order or certified check. International and US Customers Shipping Overseas: Must pay in full via bank wire transfer only.
Return to top
PAYMENT
4. CAN WE PAY THE DRIVER FULL AMOUNT ON DELIVERY?
No. US Customer pays a deposit by credit card, and the balance is paid directly to the driver with cash, money order, or certified check. If US Customer has no credit card, then he can send the deposit via Bank Wire Transfer or Overnight Courier. International Customers must pay in full via bank wire transfer only.
Return to top
PAYMENT
5. WHAT ARE THE METHODS OF PAYMENT?
International Customers must pay in full via bank wire transfer only. Please note the vehicle will NOT be picked-up untill full payment is made.
Return to top
PICK UP
1. HOW SOON CAN YOU PICK-UP THE VEHICLE?
HaulMatch's normal pick-up window is 1-7 days. However, in some remote areas, pick-up may take longer. Please note all pick-up and delivery dates are estimated; HaulMatch does not guarantee an exact pick-up/delivery date and time.
Return to top
PICK UP
2. CAN YOU PICK-UP A CAR TOMORROW, BECAUSE PICK-UP LOCATION WILL START CHARGING ME STORAGES?
HaulMatch's normal pick-up window is 1-7 days. We will do our best to accommodate your request, however we do not guarantee an exact pick-up/delivery date and time.
Return to top
PICK UP
3. YOU PROMISED TO PICK-UP ON ONE DAY AND INSTEAD THE CAR WAS PICKED-UP NEXT DAY OR LATER?
Please note all pick-up and delivery dates are estimated. HaulMatch does not guarantee an exact pick-up/delivery date and time.
Return to top
PICK UP
4. CAN YOU PICK-UP MY VEHICLE TODAY?
HaulMatch will do its best to identify a qualified and available carrier in your area. And although same-day pick-up is sometimes possible, we do not guarantee it.
Return to top
SERVICE
1. IS THE VEHICLE INSURED WHILE TRANSPORTED?
For inland transportation, all HaulMatch's contracted carriers are required to carry a minimum of $100,000 USD cargo insurance per vehicle. HaulMatch can provide a copy of the carrier's insurance coverage on request. For ocean transportation, the Customer can purchase Marine Insurance through HaulMatch at approximately 2.5 - 4.5% (varies depending on destination) of the value of the vehicle. CSR will need Vehicle Cost, Year, Make, and Model to secure a Marine Insurance quote from the 3PL Company.
Return to top
SERVICE
2. DO YOU OFFER RORO (ROLL ON, ROLL OFF) SERVICE?
Yes, RORO service is available for drivable vehicles only and requires a Custom Quote. HaulMatch's Instant Quote is based on standard containized freight service.
Return to top
SERVICE
3. MY VEHICLE IS NOT OPERABLE. CAN YOU TRANSPORT IT?
Yes, HaulMatch can accommodate your request for damaged or non-running vehicles. The customer is responsible for arranging proper loading equipment at origin and destination locations. If you are a business customer and purchasing a vehicle from an Insurance Auction, the Auction Lot should have proper loading equipment.
Return to top
SERVICE
4. DO YOU TRANSPORT AND/OR EXPORT HEAVY EQUIPMENT, BOATS, PLANES, ETC.?
HaulMatch.com works with a large network of service providers, many of whom handle specialized equipment and vehicles. Please submit your quote request via the 'Custom Quote Request' page on HaulMatch.com.
Return to top
SERVICE
5. DOES HAULMATCH PROVIDE ON-CARRIAGE SERVICE?
HaulMatch ships to Port only. Any On-Carriage (inland drayage from Port of Discahrge to Final Destination) must be arranged by Customer.
Return to top
SERVICE
6. HOW CAN I TRACK THE SHIPMENT?
Domestic Tracking (US): The Customer can view the status of his vehicle's transport on HaulMatch.com website. HaulMatch's Progress Status Tool captures the following three events: Carrier Assigned, Vehicle Picked Up, Vehicle Delivered. International Tracking (non-US): Haulmach supplies the Customer a copy of the Dock Receipt once the vehicle is loaded into a container. The Dock Receipt displays: Container #, Vessel Name, Car Information and Booking #. HaulMatch will provide you a link to the Ocean Carrier's tracking website, where you can track the progress of the container.
Return to top
VEHICLE
1. CAN YOU CHECK THE DAMAGES INSIDE THE VEHICLE?
HaulMatch will ask the driver to check for interior damages, but due to time constraints and regulations at the pick-up facility, it might not be possible.
Return to top
VEHICLE
2. CAN YOU CHECK THE TIRES?
HaulMatch will ask the driver to check the tires, but due to time constraints and regulations at the pick-up facility, it might not be possible. At time of pick-up, the Driver marks damages and missing parts (including tires) to the vehicle's exterior on the Bill of Lading/Damage Report. The Driver releases the vehicle only after the Customer reviews and sign-offs on the Bill of Lading/Damage Report. Doing so enables the Customer to determine that the vehicle is delivered in the same condition it was picked up.
Return to top
VEHICLE
3. DOES THE VEHICLE START?
HaulMatch will ask the driver to check if the vehicle starts, but due to time constraints and regulations at the pick-up facility, it may not be possible.
Return to top
VEHICLE
4. DOES THE VEHICLE HAVE KEYS?
HaulMatch will ask the driver to check if keys are present, but due to time constraints and regulations at the pick-up facility, it might not be possible.
Return to top