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FAQ

FAQ
1. Hours of Service –

CTE’s Customer service is open from 8 a.m. to 4:30 p.m.

CTE’s Delivery dock is open from 7:30 a.m. to 12:00 p.m.

Vendors delivering freight to CTE must schedule an appointment through our customer service department.

CTE has a guard on duty 24 hours a day, 7 days a week, 365 days a year.

2. Why does CTE need a 4-hour window to pick up your freight?

The window gives us enough time to pick up everyone in your area and to allow for delays caused by traffic, accidents, bad weather, etc.

3. What is the latest time I can call or fax a pick up or delivery?

If you call or fax us before 4:30 p.m., we will schedule your request for the next day.

4. Why does CTE want to know cubic feet?

The cubic feet tells us how much space your freight will take in our truck. Knowing the cubic feet helps determine the equipment needed to pick up freight in your area.

How do you calculate the cubic feet? Multiply the dimensions of your largest box:

Length x Width x Height. Take that number and multiply it by the number of cartons you are shipping. Divide that number by 1,728 (one cubic foot 12x12x12 = 1,728).

Example. You have 20 cartons of different sizes. The largest box is 5x10x15. What is the cube?

Answer: 20 x 5 x 10 x 15 ÷ 1728 = 8.68. When you round that figure up, your total is 9 cubic feet.

If we are given the wrong cubic feet, we may send a truck that does not have sufficient capacity for the freight in your area.

5. How long should I wait before calling CTE to make sure the customer service department has received my fax?

Please wait at least 30 minutes. We process all requests as fast as possible. If it’s a very busy day, like the end of the month or a Friday, it might take a little longer. If you’re faxing just before 4:30 p.m., wait at least 30 minutes. Please leave a phone number to reach you, in case we have a question about your request.

6. What if my freight is not completed by the ready time?

If you’re not going to be ready, please call as soon as possible before your scheduled ready time. It saves us from making an unnecessary stop. Maybe we can get your freight later that day when it is ready. In some cases you might have to pay a fee if we have to reschedule at a time later in the day.

If the driver arrives to your facility and the freight is not ready, we might charge you a waiting fee or second pick up fee when we return. If you are shipping to multiple DCs, and some of the orders are ready, give those to the driver and reschedule the rest for tomorrow. Be aware of cancellation dates.

7. The CTE driver was here for 30 minutes and then he left because the freight was not ready. Is he going to come back?

We get hundreds of pick up and delivery requests each day. Many days, our drivers are pressed for time due to the heavy volumes.

We factor in a certain amount of time to count your freight, sign the bills of lading, and load it into the truck. That amount of time depends on a number of factors which you as a shipper control.

When a CTE driver arrives at your dock, please have the bills of lading prepared and the freight staged. Please make sure that the carton totals are correct. The quicker we can get your freight, the quicker we service the next shipper.

*** CTE has a pick up/delivery form you can use to fax your request. Please ask us to fax you one or you can down load a copy here.

8. Why is it important to mark my freight PREPAID or COLLECT?

If you incorrectly mark your bill collect, we bill the retailer. When the store realizes you made a mistake, you could get a chargeback.

Please mark your bill prepaid or collect. If there is not a box for you to check prepaid or collect, please write it on your bill in capital letters.

9. What is CTE’s SCAC code?

CTE’s SCAC code is CAIE.

10. Where can I get a Vics bill of lading?

You can get a copy from this web site if you have Microsoft Word. http://www.vics.org/ds.htm If you cannot access this, we can fax you one.
 

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