Frequently asked questions

Notification Procedure

When will I be notified of an upcoming delivery?

Once a shipment has been confirmed, we will contact all non-initiator participants to notify them of our current ETA, bring them up to speed on our notification procedure, and verify their address and contact information. Senders/recipients will also receive an automated email notification any time our anticipated pickup/delivery date shifts from the initial date provided. You will also receive a final notification when your pickup/delivery is firmly scheduled (at least two days in advance). From that point on, our driver will coordinate pickup/delivery with you directly - which entails issuing a 1-2 hour window in advance (the day before), as well as a 20-30 minute heads up (the day of).



What if the driver encounters a delay?

The date listed during the quote/confirmation phase is an approximation, not a guarantee, but pickup/delivery will most likely not occur more than a day or two before/after the approximation. You will be notified of any delays as soon as they occur.



I'm coordinating a shipment for a client of mine...will I be given status updates?

We would be more than happy to CC you on all email/text correspondence with the sender and/or recipient, so that you may follow along. Otherwise, you will receive a notification once the piece has been collected from the pickup location, and once it is delivered.



How will I be notified?

All intermittent updates are issued via email. Final pickup/delivery reminders are issued via email and text message (iMessage only).



Services

Do you provide packing/wrapping services?

Certainly! We offer packing services upon request (for an additional fee). The packing fee, however, would need to be determined by one of our representatives based on the size and medium of the piece and complexity of the packing job.



Do you provide installation services?

We do offer installation services upon request, however, the following factors must apply: 1) the installation itself is BASIC and straight-forward, 2) the installation site is composed of drywall or plaster (brick/mortar, cement, or steel is not doable for us), 3) no additional tools (aside from a drill) or hardware (aside from standard screws and nails) is required, and 4) someone at the delivery location will assist him with the installation if need be. The installation cost, however, will need to be determined (by our driver) at time of delivery - once he’s assessed the installation site and complexity of the job.



My studio is accessible by toll ferry only. Do you transport to/from islands?

We do transport to/from some (not all) island locations (within the contiguous U.S.), however, we would prefer that arrangements be made to meet with our driver on the mainland. If an island pickup/delivery is necessary, then that service will incur an accommodation fee.



My client only purchases artwork on approval...how would you address that?

We do offer OOA (out on approval) services for an additional fee (usually $50-100). Our driver would deliver the artwork to your client and allow them up to 30 minutes to view the piece in their home and make a decision. If the client decides to return the piece, then our driver will re-pack the artwork and return it to the pickup location. The cost of the return shipment would be the same as the initial transport (or slightly less), plus a packing fee. If your client needs more time to make a decision, then we can simply schedule the return with a later shuttle.



Will your driver unpack the artwork and dispose of the packing materials?

We would be more than happy to add unpacking and debris removal to your work order, however, this service must be requested in advance and quoted accordingly.



General

Do you transport to/from Alaska, Hawaii, Mexico and Canada?

We transport artwork within the contiguous U.S. only, but just ask us! We may know someone who can help you out!



How do I track my shipment?

You will receive an automated email notification any time your pickup/delivery date shifts from the initial date provided. You will also receive a final notification when your pickup/delivery is firmly scheduled. From that point on, our driver will coordinate pickup/delivery with you directly - which entails issuing a 1-2 hour window in advance (the day before), as well as a 20-30 minute heads up (the day of). Otherwise, you can either 1) submit a tracking request via our website’s 'Tracking' tab - all requests will be answered within 24 business hours, or 2) call our office to request an update from a representative.



Do you have a flat rate for shipping?

Transportation cost is dependent upon MANY factors: 1) the medium of artwork, 2) the size/dimensions of the artwork, 3) the amount of artwork, 4) the distance between the pickup location and destination, 4) applicable time restraints or other restrictions (E.g., deadlines, days/hours of operation, limitations in availability, special instructions/requests, etc.), and 5) the complexity of the delivery service. Note: Our services are more cost-effective when shipping in multiples, as the cost per piece goes down as the inventory grows.



What if I miss my delivery?

Typically, we can work around your availability for a particular day - including early morning or evening deliveries (if needed). If you're still unable to accept delivery as scheduled, then we would recommend that you either 1) make arrangements for someone to accept delivery on your behalf (like a friend, family member or neighbor), or 2) re-route delivery to an alternative delivery location with more availability/flexibility. If neither of these options work for you, then we will make arrangements to transfer your shipment to our next available shuttle - to be delivered at a later time. Please keep in mind, however, that a re-scheduling fee will be applied to your shipment total.



Do you provide quotes/estimates over-the-phone?

Although we can issue a quote over the phone (processing time will still be necessary), we do prefer that all quoting go through email, so that all details pertaining to the transport can be retained (in writing). When we issue quotes or conduct business over-the-phone, it is very easy for information to get scrambled or lost - due to our high call volume.



How do your drivers load the artwork into their vans? Does it move around inside the van?

Each piece is loaded into the van carefully, sandwiched between large sheets of cardboard, and secured in place with moving straps - to limit motion during transit. Some motion during transit is unavoidable, but we are very cautious!



What if I need to adjust the inventory at the last minute?

We prefer that all adjustments be made at least 24 hours prior to pickup, but we're all human! If you need to adjust the inventory last-minute, then we can certainly help you, but if you plan to add items to your inventory, we will first need to assess whether or not our driver has enough cargo space to accommodate your additional items. If he does, then your transportation cost will be adjusted and you will be re-invoiced for the updated total. No big deal!



How soon in advance should I inquire about transportation? What if I want to schedule something a month or two in the future?

We would prefer that you reach out at least 2-3 weeks in advance, so that we have enough time to plan accordingly, and so that you have several options for transport (time-wise). If you’d like to schedule a shipment - to be picked up and delivered a month or two (or more) in the future, then we highly recommend that you relay all pertinent details about your shipment to us, and express interest in booking a shuttle, in advance. Sometimes this also entails issuing a deposit (25% of the total cost).



How do I pay?

We invoice via QuickBooks Online, so you will receive a link (via email), which will direct you to a secure platform in which you can issue payment. Accepted payment methods are: debit or credit card payments, e-checks, ACH deposits, Apple Pay, bank transfers, etc. We also accept physical checks and mailed checks - if preferred.



Special Requests

Do you provide transportation for art fairs/art shows?

Absolutely, but we must be notified 1-2 months in advance, so that we have enough time to plan accordingly!



Do you transport encaustic artwork?

Certainly! Our vans are climate-controlled, so encaustic artwork is definitely manageable for us, however, we do require that encaustic artwork be packed/wrapped with foam insulation.



What if I don’t want my artwork to travel with other shipments?

No problem! We do offer dedicated (or semi-dedicated) van runs for those of you who’d like to reserve an entire van for your shipment!



Are you able to transport three-dimensional or textured artwork?

Absolutely! As long as the artwork is packed adequately. We can also pack the piece for you upon arrival to ensure that it is done correctly if you'd like!



My client only purchases artwork on approval...how would you address that?

We do offer OOA services (for an additional fee), which means that we will deliver the artwork to your client and allow them up to 30 minutes to view the piece in their home and make a decision. If the client decides to return the piece, then our driver will re-pack the artwork and return it to the pickup location. The cost of the return shipment will be the same as the initial transport, plus a soft-packing fee (if applicable).



My studio is accessible by toll ferry only. Do you transport to/from islands?

We do transport to/from some (not all) island locations (within the contiguous U.S.), however, we would prefer that arrangements be made to meet with our driver on the mainland. If an island pickup/delivery is necessary, then that service will incur an accommodation fee.



Cancellation

What if I have to cancel my shipment?

If you need to cancel your shipment, you must do so at least 72 hours prior to the scheduled pickup date to avoid a 50% cancellation fee!



How do I cancel my shipment?

Just call or email us and explain the situation, and we'll remove your stops from our schedule! Easy peasy!



Is there any kind of penalty for last-minute cancellation?

Yes, there is a 50% cancellation fee, but only if you cancel the shipment less than 72 hours prior to the scheduled pickup date.



I paid a deposit for a semi-dedicated van run. What happens if I cancel my shipment after the deposit has been issued?

If we’ve reserved a significant amount of space for your items, or special arrangements have been made to accommodate your shipment, then the deposit will likely be non-refundable. If this is the case, then those funds will be held as a credit towards a future shipment.



Insurance

Do you provide insurance coverage?

Yes, iTransport4u offers a two-tiered insurance policy. If the artwork will be pre-packed (by the sender), then the shipment will qualify for Tier 1 coverage - which is offered at 1% of the artwork's value. If, however, our driver will be responsible for packing the artwork at time of pickup, then the shipment will qualify for Tier 2 coverage - which is offered at 2% of the artwork's value and would be accompanied by a packing fee.



Do I have to purchase insurance coverage?

We highly recommend that all artwork be insured while in transit, as some circumstances (such as auto accidents, fire, theft, weather events, etc.) are unavoidable. You are also more than welcome to self-insure or opt out altogether.



What does your insurance cover?

iTransport4u insurance covers 1) complete loss of the insured item due to theft, fire and/or auto accidents, and 2) any mishandling (by our driver) that results in new, significant and visible exterior damange (to the packaging) that causes direct damage to the corresponding location on the artwork inside. Note: Terms and conditions vary depending upon which tier the shipment is eligible for (Tier 1 vs. Tier 2).



Is it common for people to purchase insurance coverage?

Yes, we highly recommend that the artwork be insured. Although it is highly unlikely that one of our drivers would mishandle/damage a piece of artwork, there are some things that are simply unavoidable (i.e. auto accident, weather event, fire, theft, etc.). Better safe than sorry!



Packing

How would you recommend that artwork be packaged?

Our packing requirements are minimal, since our drivers are professional fine art handlers. For standard oil/acrylic paintings with little-to-no texture or temperature-sensitivity, a simple plastic/glassine wrap with corner protection is sufficient. All of the artwork - once loaded into the van - is sandwiched between cardboard sheets and secured in place with moving straps, so no crating or heavy boxing is required - unless the artwork is particularly delicate.



Do you fabricate crates for transport?

We would be more than happy to recommend a third-party packer who can crate the artwork for you, but our drivers are not equipped to fabricate wooden crates for transport. We usually advise against crating (unless absolutely necessary), as it is far more cost-effective to simply soft-pack the artwork. If your artwork can be safely transported with a custom cardboard box/container, we would be more than happy to assist in building that for you!



What does 'properly soft-packed' mean?

To us, 'properly soft-packed' refers to a simple, light-weight packaging. If you need suggestions, we've got em! Just ask one of our representatives for advice! We also have a 'Packing Suggestions' worksheet that will help you determine the best type of packaging for your artwork (based on the medium)!



Do you provide packing/wrapping services?

Certainly! We offer packing services upon request (for an additional fee). The packing fee, however, would need to be determined by one of our representatives based on the size and medium of the piece and complexity of the packing job.



Do you provide travel frames or shadowboxes?

Yes, we can certainly have our driver obtain or fabricate a travel frame or shadowbox, and bring it with him/her to the pickup location to use for packing purposes. Please keep in mind, however, that this service will incur an additional fee, and must be requested in advance!



What if I don’t feel comfortable packing the artwork?

No problem! Just ask our quoting representative to include a quote for packing with your request.



Unanswered questions?...Ask us!
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