Frequently asked questions

Notification Procedure

When will I be notified of an upcoming delivery?


Once a shipment has been confirmed, we will contact ALL participants (non-initiator parties) to notify them of our current ETA, bring them up to speed on our notification procedure, remind them of their responsibilities (in terms of packing, payment etc.), and verify their address and contact information. Furthermore, if you are a sender or recipient, then you will be notified of an upcoming pickup/delivery two days prior to the scheduled pickup/delivery date, and our driver will reach out the day before to relay a timeframe for pickup/delivery, so that you'll know when to expect him. He will also contact you 20-30 minutes before he arrives to give you a head’s up!




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. If our driver incurs a delay (of 3 or more days), then you will be notified in advance!




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


Not necessarily...we can certainly CC you on email/text correspondence with the sender and/or recipient (upon request), so that you may follow along, but typically, third-party initiators are only notified once the shipment is complete.




How will I be notified?


Nearly all notifications are issued via text message (iMessage only) and/or email. If, for some reason, those methods do not generate a response, then you will be notifed via phone call and/or voicemail message.





Services

Do you provide packing/wrapping services?


Yes, for an additional fee - which will be determined by one of our representatives based on the size and medium of the piece and complexity of the job - but we do prefer that the artwork be properly soft-packed prior to pickup.




Do you provide installation services?


We do offer installation services occasionally. Our driver will only be able to perform an installation if 1) the installation itself is basic and straight-forward, 2) the installation site is composed of dry wall or plaster ONLY, 3) no additional tools (aside from a drill) or hardware (aside from standard screws and nails) are required, and 4) someone at the delivery location will be available to assist him if need be. The installation cost CANNOT be quoted alongside transportation. It would need to be determined (by our driver) at time of delivery - once he’s assessed the installation site and job itself - and invoiced separately.




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


We do transport to/from island locations (within the continental U.S.), however, that service will incur an accommodation fee.




Do you provide travel frames or shadowboxes?


Upon request, our driver can obtain or fabricate a travel frame or shadowbox, and bring it with him 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!




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 an soft-packing fee (if applicable).





General

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


No, unfortunatley we only transport artwork within the continental U.S, but just ask us! We may know someone who can help you out!




How do I track my shipment?


You can submit a tracking request via the 'Tracking' subpage of the 'Schedules' tab. All requests will be answered withing 24 business hours. You can alos go to our website's 'Schedules' page and find your designated van/trip schedule (E.g., Van #9 Trip #5). There will be a calendar that contains all of the states/regions where our driver will be stopping/passing through on any particular day. If neither of these options work for you, or if it seems too complicated, then you can always call our office to request an update.




Do you accept credit cards?


Yes, we do accept payment via credit card...although, we prefer that the sender or recipient issue a check at time of pickup or delivery.




Do you have a flat rate for shipping?


No, we do not 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 transport. Note: Our services are more cost-effective when shipping in multiples, as the cost per piece decreases as the inventory increases.




What if I miss my delivery?


Typically, we can work around YOUR availability. We can accommodate early-morning and evening deliveries if need be, but if you're still unable to accept delivery as scheduled, then we will transfer your shipment to the next available shuttle - to be delivered at a later time. Please keep in mind that a rescheduling fee will be applied to your shipment total. If you'd like to avoid a rescheudling fee, then there are some other alternatives to consider. For example, many people are able to make arrangements for a friend, family member or neighbor to accept delivery on their behalf, or re-route the shipment to an alternative delivery address that can accept delivery as scheduled.




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


No, we do all of our quoting via email, so that ALL details about 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 the drivers load the artwork into the van? Does it move around inside the van?


No...each piece is loaded into the van, sandwiched between large sheets of cardboard and secured in place with straps!




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 the scheduled pickup date., 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 the inventory, we will first need to assess whether or not our driver has enough cargo space to accommodate the additional pieces. 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 the shipment and express interest in booking a shuttle in advance. Sometimes this also entails issuing a deposit (25% of the total cost).





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?


Yes, most of our vans are climate-controlled, so encaustic artwork is definitely manageable for us, however, encaustic artwork must be properly packed/wrapped with foam insulation for transit.




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


No problem! We do offer dedicated (and 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 properly. We can also soft-pack the piece for you at time of pickup 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 island locations (within the continental U.S.), however, 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 the shipment is very large and special arrangements must be made, then the deposit will likely be non-refundable.





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 item/s will qualify for Tier 1 coverage - which is offered at 1% of the artwork's value. If, however, our driver will be packing the items at time of pickup (for an additional fee), then the item/s will qualify for Tier 2 coverage - which is offered at 2% of the artwork's value.




Do I have to purchase insurance coverage?


No, you are not required to purchase our insurance coverage. Some institutions/individuals carry their own insurance coverage, 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?


It's pretty common for new users to purchase our insurance coverage, but our returning clientele frequently opt out. Some people even purchase insurance coverage for a portion of the total value, rather than the entire value.





Packing

How would you recommend that artwork be packaged?


We prefer a soft-pack, as opposed to crating (unless absolutely necessary). For paintings that are NOT textured (i.e. acrylic or oil paintings on canvas or panel), we usually recommend that the sender cardboard-face and shrink-wrap the piece/s, and add corner protection of some kind. For sculptures - depending on the fragility of the piece/s - we usually recommend that the sender blanket-wrap or box the piece/s.




Do you fabricate crates for transport?


No, we do NOT fabricate crates, and we usually advise against crating (unless absolutely necessary). It is far more cost-effective to simply soft-pack the artwork.




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?


Yes, for an additional fee (depending on the size and medium of the piece, and complexity of the job), but we do prefer that the artwork be properly soft-packed (by the sender) prior to pickup.





Unanswered questions?...Ask us!
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