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FAQs

ABOUT

Complete Shipping Solutions is a third-party logistics provider specializing in freight and warehousing distributions.

It is completely free for your business to work with Complete Shipping Solutions.

We provide competitive carrier rates due to our volume discounts, saving you time so you can focus on your core business.

Our advanced technology through the SMARTT Shipping platform and our dedicated Customer Care team.

Complete Shipping Solutions has over 180 partner carriers and couriers. 

SMARTT SHIPPING TECHNOLOGY

SMARTT Shipping is Complete Shipping Solutions free online transportation management platform designed to simplify your everyday shipping needs.

SMARTT Shipping is entirely free to use!

SMARTT Shipping is capable of managing all shipment types spanning North America and international destinations. Covering courier, full load, less than truckload, and flat deck shipments.

Yes, you are able to add as many users as you’d like to your SMARTT Shipping account.

Please contact our Customer Care team at (780) 733-7525 and we will contact the carrier to find out why your shipment was not picked up. We will also be able to reschedule the pick-up for you.

Domestic saved quotes are valid for 30 days.

SHIPPING & FREIGHT

Once you have a SMARTT Shipping account, you can begin shipping immediately.

At Complete Shipping Solutions, we operate across a versatile spectrum of transportation modes to cater to diverse logistics needs. Our services cover air, rail, ocean, and ground/road transportation

Yes, at Complete Shipping Solutions we are able to handle the transportation of dangerous goods. 

Yes, although we don’t guarantee delivery dates, estimated transit times are provided with all of our freight quotes.

Yes at Complete Shipping Solutions we facilitate shipping to PO boxes exclusively through Canada Post.

Shipping costs are variable in nature, based on weight, dimensions, destination, service, and more. Each CSS quote is customized to give you the most accurate rates as possible.

At CSS, we can accommodate just about any shipment.

This can range from LTL, FTL, domestic, international, small parcels and full containers.

We also offer warehouse storage and pick and pack services. 

WAREHOUSING & DISTRIBUTION

At Complete Shipping Solutions we offer de-stuffing, storage and order fulfillment services. 

We have the ability to do anything from Warehousing to full Pick and Pack capabilities utilizing the latest in technology.

Our warehouse is Located in Edmonton AB, Canada.

Complete Shipping Solutions has 100,000 sq. ft. of warehousing. 

At Complete Shipping Solutions we can store anything that requires dry storage.

At Complete Shipping Solutions, we provide a 5S organized warehouse equipped with comprehensive security measures.

This includes internal and external surveillance cameras along with a secure locked gate to ensure enhanced safety protocols.

ORDER FULFILLMENT

At CSS we offer in-house and third-party fulfillment services. 

Yes, CSS lets all warehouse customers use their own custom branded boxes, mailers, and inserts. Storage charges do apply for the space used by these materials and are based on your customized rate agreement. Standard packing materials can be provided by CSS and are charged accordingly to your account.

Yes, during the account setup process, we will evaluate your kitting needs to determine how they will need to be handled. Our goal is to automate the management of kits to reduce manual order processes.

CSS can fulfill larger wholesale/B2B orders. These types of orders will be evaluated with you to determine the exact service and procedures that are needed. Pricing will be provided based on the scope of work discussed.

CSS does accept return shipments and will process them according to the scope of work discussed for your account. Returns are inspected to determine if they are in a resalable condition. If CSS cannot determine if an item is in resalable condition, pictures will be provided to you for further disposition.

INTERNATIONAL

Complete Shipping Solutions ships globally and can ship anything from an envelope to full container loads around the world. We do domestic, international, less-than-full, and full loads.

We do not actually do the brokerage ourselves but will set you up with a broker and we can quote with brokerage.

CSS can ship orders to many countries. Quotes for international shipping are available upon request.

INVOICING & PAYMENTS

At Complete Shipping Solutions we accept credit cards, bank transfers and email transfers.

We invoice our customers as soon as we receive the corresponding bill from our partner carriers.

Once we issue our invoice, you have 15 days to pay each invoice. 

Invoices can be paid by reaching out to admin@completeshipping.ca or signing up for the invoicing portal through your SMARTT Shipping platform.

Yes, to set up automatic payments please contact admin@completeshipping.ca or your designated Account Manager.

EXTRA INSURANCE

When shipments are in transit, they are subject to many hazards. Sometimes, unfortunate damages or losses do occur. If your shipment is damaged or lost in transit, the carrier’s standard liability is limited and often does not cover the full value of your shipment.

That is why it is important to consider extra freight insurance for your shipment. Extra freight insurance provides extra protection for your shipments to help reduce financial loss in the event of damage or loss.

Yes. Extra freight insurance is offered for purchase in CSS SMARTT Shipping. For more information on extra freight insurance, please review the extra freight insurance terms and conditions (T&C). 

Choose extra freight insurance to minimize your financial loss in the event a shipment is damaged or lost in transit. This small investment provides peace of mind as your goods leave your facility.

  • If you do not purchase extra freight insurance, the shipment is covered under the carrier’s standard liability coverage, which is limited and often only covers part of your financial loss.
  • If you purchase extra freight insurance, it covers the invoice value of goods + freight charges. Review the extra freight insurance coverage terms and conditions.

 

For example:

You ship goods weighing 200lbs. with an invoice value of goods totalling $800.00, and freight charges of $100.00. If damage or loss is sustained in transit, your recovery of financial loss is as follows:

 

Claim without extra freight insurance – standard carrier liability

  • Most motor truck carriers coverages are limited to a maximum of $2.00/lb or $4.41/kg. Recovery of financial loss in this example is $2.00/lb x 200 lbs = $400.
  • Most courier and post coverages are limited to $100/package. Recovery of financial loss in this example is $100.

 

Claim with extra freight insurance – invoice value of goods + freight charges

  • Coverage for motor truck carriers with extra freight insurance will be the invoice value of goods + freight charges. Recovery of financial loss in this example is $800 + $100 = $900.
  • Coverage for courier and post with extra freight insurance will be the invoice value of goods + freight charges. Recovery of financial loss in this example is $800 + $100 = $900.

Your insured value must reflect 100% of the true invoice value of goods. If the insured value is found to be less than the true value, the claim settlement may be pro-rated to a lesser amount.

Minimum insurable amount

  • $50.00 USD on motor truck shipments and small package couriers or post

 

Maximum insurable amount

  • $75,000.00 USD on motor truck shipments
  • $25,000.00 USD for small package couriers or post

 

A higher insurance amount will require approval.

When setting up a shipment in SMARTT Shipping,  simply enter the value you want to insure, and the extra freight insurance cost will be added to the overall freight cost.

Review the extra freight insurance coverage details here.

Claims under $50.00 USD will not be processed.

Extra freight insurance covers the invoice value of goods + freight charges.

For full terms and conditions, review the extra freight insurance coverage details here.

Yes. All extra insurance claims settlements will be subject to a deductible amount as follows:

  • $0 deductible on claim valuation less than $1,000.00 USD.

 

  • $150.00 USD deductible if the value of the shipment is declared and paid for is equal to or greater than $1,000.00 USD.
FILING A CLAIM

You should report any damage or shortage to your shipment as soon as it is discovered, as it also provides a record that will be used to process your claim. Important information to provide includes (but is not limited to):

  • The bill of lading number or tracking number
  • Date the shipment arrived
  • For shortages: piece count and itemized description of the product(s)
  • For damages: photos, itemized description of the damaged product(s)
  • If you want the damaged product(s) to be forwarded, recouped, salvaged, or dumped

Only one party can process a claim in our CSS SMARTT Shipping Technology platform. The claimant must either be the shipper, consignee, or third party with an active CSS SMARTT Shipping Technology account.

Claims are to be filed in our CSS SMARTT Shipping Technology platform.

Login to your CSS SMARTT Shipping Technology account.

  • Under History> Interactive Zone> Click on the BL#> Claims Form
  • The claims form is mostly completed for you.
  • Attach all required documents.

Fully complete all required fields on the CSS SMARTT Shipping Technology claim form and attach all documents related to the claim. Information or documents required (but not limited to) are:

 

For damages

  • Delivery receipt showing notation of damage
  • Photos showing damaged goods and packaging of goods before shipping
  • Itemized description of damaged goods
  • Itemized invoice or picking slip outlining the damaged product
  • If you are claiming for replacement, repair, or allowance (usable at a reduced dollar amount)
  • Claim amount and details on how the claim amount is determined
  • Documents substantiating your claim amount for damages

 

For replacements

  • invoice value of damaged goods showing your cost, or
  • if you manufacture the goods, your manufacturing invoice and invoice(s) showing the cost of parts

 

For repairs

  • Repair estimate
  • Invoice(s) showing cost of parts

 

For allowance

  • Invoice value of damaged goods showing your cost, or
  • if you manufacture the goods, your manufacturing invoice and invoice(s) showing the cost of parts

 

For shortages or loss

  • Itemized description of shortage or missing goods
  • Itemized invoice or picking slip outlining the missing goods
  • Invoice value of damaged goods showing your cost, or
  • If you manufacture the goods, your manufacturing invoice, and invoice(s) showing the cost of parts
  • Our claims specialist will reach out to you if there is further information or documents required for full claim submission.

If you did not purchase extra freight insurance, full claim submission must be received by Complete Shipping Solutions within the carrier’s time limitation to file a claim. Carrier timelines may differ. Please reach out to claims@completeshipping.ca for more information.

 

If you purchased extra freight insurance, full claim submission must be received by Complete Shipping Solutions within 120 days from the date of the shipment.

You will be assigned a ticket once a claim is filed.

Complete Shipping Solutions will notify you via the ticket as soon as the adjudication of your claim is complete.

To view the ticket in SMARTT Shipping, go to Contact Us/ Help> View Tickets.

Please refer to the ticket for updates, or if further information/ documentation is required for claim processing.

CLAIMS INFORMATION

A freight claim is a formal request to the carrier for reimbursement of shipment damages or losses while in transit. Complete Shipping Solutions will act as your advocate offering full claims process assistance.

  • If you did not purchase extra freight insurance, the freight carrier claim will be filed on your behalf with the carrier under the standard carrier liability coverage.

 

  • If you purchased extra freight insurance, the extra freight insurance claim will be filed on your behalf under the extra insurance terms and conditions.

The standard carrier liability coverage refers to a limited liability that carriers can be held liable for in the event of damage or loss. The standard carrier liability is usually included on every shipment and may differ by each carrier’s terms and conditions.  Some commodity exceptions apply.

Most motor truck carriers provide coverage up to a liability limit of of$2.00/lbs. or $4.41/kg.

For example :

  • If the total weight of a shipment is 200 lbs. and your claim amount is $800.00
  • The maximum limit of liability is 200 lbs. X $2.00 = $400.00.

 

Most small package couriers provide coverage up to a liability limit of $100.00.

For example :

  • If your claim amount is $800.00, the maximum limit of liability is $100.

 

The standard carrier liability coverage often does not cover the full value of the shipment in the event of damage or loss. For extra protection, SMARTT Shipping offers extra freight insurance that provides more freight coverage than the standard carrier liability.

Claims under $ 50.00 USD will not be processed.

Please note that GST and HST are not claimable.

If you did not purchase extra freight insurance, the amount claimable is limited to the standard carrier liability.

If you purchased extra freight insurance, the amount claimable is the invoice value of goods + freight charges.

Protect your claim rights by reporting any damages or shortages upon receipt of your shipment. When your shipment is delivered, please inspect your shipment for visible damages or shortages.

If damage or shortage is visible, please note the exceptions on the delivery receipt.

PROVIDE A CLEAR AND SPECIFIC DESCRIPTION

DO write:

Examples of Damages:

  • 1 carton damaged – 10 lamps, 2 broken
  • 1 box wet, top right corner crushed, contains 4 glass jars, 1 broken and leaking
  • 2 out of 3 boxes of paper crushed, damaged

 

Example of Shortages:

  • 2 pieces tires short
  • 3 out of 10 boxes of connectors short

 

DO NOT write:
X Possible Damage
X Possible Shortage
X Pending Inspection
X Subject to Inspection

If the delivery receipt has no notation of any exceptions, it would imply that the freight was received in the same good order the freight was picked up in.

If damage or shortage is discovered after delivery, please report the damages to Complete Shipping Solutions immediately.

Yes. A deductible will apply for all claim settlements.

If you did not purchase extra freight insurance, all carrier claim settlements will be subject to a deductible amount as follows:

  • $0 deductible on claim valuation less than $1,000.00 USD.
  • $150.00 USD deductible on claim valuation equal to or greater than $1,000.00 USD.

 

If you purchased extra freight insurance, all extra freight insurance valuation will be subject to a deductible amount as follows:

  • $0 deductible on claim valuation less than $1,000.00 USD.
  • $150.00 USD deductible if the value of the shipment declared and paid for, is equal to or greater than $1,000.00 USD.

No. Freight charges are claims that are considered separate items. Freight charges must be settled for claims to be processed. Please refer to your credit agreement.

Carrier claims and extra insurance claims are filed with the carrier or insurance company. Claims are processed in accordance with their respective timelines and policies. It is common for claims processing to take 60 days or more. The current average is 60-90 days for resolution.

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