Frequently Asked Questions

Have a question? You’ll find answers to our most frequently asked questions here. You can also call 1-855-2LOOMIS (1-855-256-6647) and we’d be happy to assist you.

Shipping

To schedule a pickup, please login or register online and select Schedule a Pickup . You can also call 1-855-256-6647 to speak to one of our Customer Service Representatives and schedule a pickup. Our Representatives are available from 8 a.m. - 8 p.m. EST.

Loomis Express offers customers a convenient Saturday Delivery Service to major Canadian centres for an additional fee per shipment. Major centres include Vancouver (Metropolitan), Edmonton, Calgary, Winnipeg, Toronto (Metropolitan), Montreal and Halifax.

For more information see Value-Added Services.To use our Saturday delivery service, just follow these simple steps:

Call Loomis Express by 3:00 p.m. on Friday. We can verify the delivery location receives Saturday service and even alert the delivery branch of the incoming Saturday shipment.

For a delivery to a rural location, call Loomis Express by 1:00 p.m. on Friday. We will then verify if your destination is an available Saturday delivery point.

Complete a Loomis Express shipment via the method you would normally use, check off the Saturday Delivery box, and attach a Saturday Delivery sticker to all packages within your shipment.

For a full listing of Saturday delivery points check out the Domestic Services page, or call us at 1.855.2LOOMIS (1-855-256-6647).

Shipping without an account is easy using Loomis WebShip®. Simply go to Ship as a guest to get started. For step by step instructions, download our Quick Start Guide.

The easiest way to ensure that residential packages are delivered without delay is to write "NO SIGNATURE REQUIRED" in the instructions box or reference line which will appear on the label. (Please note that this relieves the courier of responsibility for non-receipt of the package and should only be used for shipments of low value.)

Loomis Express provides cardboard envelopes, plastic envelopes, mailbags, stickers and waybills for your shipments. Please see Ordering Shipping Supplies for a complete list of supplies available.

Whether you use Loomis Express packaging or your own, a Loomis Express waybill must be attached to each package in your shipment. When you ship a package using the Internet, a waybill will be printed off on regular paper which must be placed inside a plastic pouch on the outside of the package. When you ship using other automated solutions the waybill may print on an adhesive label which would adhere directly to the package.

If you wish to use Loomis Express supplies, you can order them at the same time as your pickup, and a Loomis Express driver will deliver them to you. Or, click on Ordering Shipping Supplies to place an order through our website.

A Loomis Express International Waybill must identify all shipments destined to locations outside of Canada. Dutiable shipments (those that are not simply documents) must have the proper customs documentation for the destination country, or they will be held in Canada. For more information see How To Fill Out Your Waybill.

Loomis Express has created a convenient Commercial Invoice and other documents that may be required for commodity shipments. For more information see Forms and Documents.

Although our representatives are extremely knowledgeable about the documentation and clearance procedures required by U.S. Customs and can advise exporters accordingly, failure to provide or correctly complete proper international shipping documents can result in lengthy service delays. These and other customs delays are beyond the control of Loomis Express, although we will do our utmost to advise you of the status of any delayed package.

Please see Terms and Conditions regarding shipment guidelines and restrictions, or contact a Customer Service Representative at 1-855-2LOOMIS (1-855-256-6647)

See our Domestic & International Products and Services menus for the full range of services offered by Loomis Express.

Please contact a Loomis Express Customer Service Representative at 1-855-2LOOMIS (1-855-256-6647) and we will quickly contact the driver to see if he/she can return to your place of business. If he/she cannot return immediately, the Customer Service Representative will re-schedule another pickup for you.

We do not offer a same day service, but we do offer a next day 9am Express Service, and other time-critical services. See our Domestic & International Products and Services menus for the full range of services offered by Loomis Express.

The following restrictions apply to individual packages within a shipment:

  • Maximum weight per piece is 150 pounds or 68 kilograms
  • Maximum length per piece is 108 inches or 274 centimeters
  • Maximum length plus girth (the longest side plus the distance around the piece which is equal to 2 times the width + height) of 165 inches or 419 centimeters

There are no restrictions to the total weight or number of pieces in a multi piece shipment

Please see Drop-Off Locator for a complete listing of times and locations for dropping off your shipment or the Schedule a pick-up option to have our driver pick up your shipment at your location or call one of our Customer Service Representatives at 1-855-2LOOMIS (1-855-256-6647) to assist.

Our Return Cheque Service is a great solution for shipments requiring payment for goods on delivery. In this case, a Loomis Express driver collects payment (in the form of a current or post-dated cheque, certified cheque, bank draft or money order) on delivery and returns it directly to you from anywhere in Canada. Note that Loomis Express drivers will not accept cash.

Our transit times vary depending on the destination of the package, and which service you choose. Please refer to the Loomis Express Rate and Transit Guide for a complete list of transit times or click here.

Packages are sorted and moved individually through the network. By labeling all packages in your shipment, you can track each package in the shipment and be assured your packages arrive safely at the intended destination.

Yes, our Dangerous Goods certified experts ensure your shipments are handled safely. For the latest list of dangerous goods, please go to www.iata.org. Dangerous Goods shipments are subject to Loomis Express' Terms and Conditions and applicable legislation (including International Air Transport Association ('IATA') Regulations and the Transportation of Dangerous Goods Act). An additional charge will apply to each Domestic Dangerous Goods shipment.

The following are step-by-step instructions for filling out an International Waybill for all Loomis Economy Select (US) and Loomis Express Worldwide (US & International) shipments. Please note that all U.S.A. and international shipments must be sent prepaid.

  1. Enter your complete street address, including the postal code.
  2. Enter the receiver’s complete street address, including the postal code.
  3. Indicate the service level required.
  4. Enter the total combined weight (in pounds or kilograms) and dimensions (either inches or centimeters) of all pieces in the shipment.
  5. Read the “Terms and Conditions” on the back of the waybill, and sign your name and date where indicated.
  6. Please provide commodity details as required, including:

    • Transport charges
    • Insured value indicating currency (if required)
    • Provide a full description of the shipments contents
    • The country of manufacture
    • Declared value of the items in the shipment indicating currency
    • The terms of sale or type of export
    • Destination duties and taxes if known
    • Total shipment value

For shipments with multiple commodities please use a separate commercial invoice.

Various export documents are required for all non-document shipments to the United States and overseas, depending on the destination and the commodity. The main document is a commercial invoice, required by law for most commodity/commercial shipments. The Loomis Express International Waybill saves you time by combining the waybill and commercial invoice on one form, and may be used for shipments with a declared value of less than $1,250 US. If the shipment has a value of more than $1,250 US, or is being sent anywhere other than the United States, a separate commercial invoice must be used (see the example below).

One signed original and two copies of the invoice must be filled out completely and included in all U.S.A. and international shipments by affixing them to the first or lead parcel in the shipment.

  1. Enter your complete street address, including the postal code.
  2. Enter the receiver’s complete street address, including the postal code.
  3. Please indicate the shipment details, including:

    • The country of export
    • The country of manufacture
    • The final destination country
    • International waybill number
    • Terms of sale
    • Currency of sale
    • Name of importer
  4. Indicate the type of package to be used as well as any identifying marks on the package. Provide an accurate, detailed description of each item in the shipment.
  5. Enter the total number of pieces you are shipping.
  6. Enter the size and weight of package.
  7. Enter the unit price of each item you are shipping. For items with no commercial value, indicate a minimum amount and write “Value for customs purposes only” under “Total Value” (8).
  8. Please indicate the total value of each piece.
  9. Enter the total combined value of the goods you are shipping in either Canadian or U.S. dollars.
  10. Ensure that you have signed and dated the original invoice. Signing the invoice indicates to customs that the shipper assumes responsibility for the accuracy of the description of the contents.

Creating and maintaining your address book is simple and easy. The WebShip address book lets you save multiple addresses and contacts for quick reference and completing shipment information.

How do I manage my contacts

Receiving

To track the status of a shipment, from pickup to delivery, with real-time tracking information, click on Tracking and enter a tracking number (waybill) , Door Knocker number, Return Authorization number or Reference number. You can also contact us through Chat or our Customer Support Centre

Loomis Express has designed a leading-edge parcel management system track and trace based on the hand-held computer used by all of our drivers. As the package moves through the coast-to-coast Loomis Express distribution network, vital information is scanned into the system at key locations.

Critical information regarding who has received your package and when, waybill and parcel numbers, along with proof of delivery and digitized signatures are accurately recorded. You can access this information online instantly, 24hrs a day, 7 days a week, from anywhere in the world, using our Track Now! Application on this website. For your convenience, you can view all shipments in one convenient table. Or, you can call one of our Customer Service Representatives at 1-855-2LOOMIS (1-855-256-6647) and they will track your shipment for you.

Although our team at Loomis Express works hard to make sure your package gets to where it has to go, and we have the technology to prevent mistakes from happening, a shipment may occasionally be delivered incomplete. There are two likely reasons: human error (misdirected package during sorting) or, if it is a dangerous goods shipment and must travel separately from all other freight, it may have been transported on a separate vehicle.

To track your package more easily, please ensure all your packages are marked with a barcode and contain complete address information, including postal/zip code. You can trace individual packages within a shipment using our Track Now! Application on this website.

Transit times vary depending on the origin and destination, and which service was used for your shipment. To track the status of a shipment, click on Tracking and enter a tracking number (waybill) , Door Knocker number, Return Authorization number or Reference number. You can also contact us through Chat or our Customer Support Centre. If you don’t have a tracking number but do know when and where the shipment was coming from, please refer to the Loomis Express transit times here.

Shipping Systems

We're all about providing you and your customers with faster and more efficient ways to transfer and access electronic information. That's why Loomis Express offers advanced shipping technology support tools to help streamline the shipping process.

The great thing is, Loomis Express isn't limited to software and web based solutions. We’ve deployed industry-leading technology in our hubs and an information technology infrastructure - so customers get customized and integrated e-Solutions that help them solve challenges unique to their industry. From our online solution Webship, or integrated hardware / software Laser system to our suite of API tools that give you the flexibility to harness information and integrate shipping solutions your way, we have you covered. Talk to a sales representative about the solution that is right for you.

Loomis WebShip is an online solution that makes it easy to ship packages as well as track, get proof of delivery, order supplies and much more.

If you have a Loomis account number and would like to start using WebShip, you will first have to sign up and then create a Web Profile.

Signing Up

Signing up is a one or two minute procedure. You will only have to do it once.

From the home page click on Register.

If you were given a Promo Code, put it in the "Promo Code" text field.

Click on the "Register Now" button.

Under "Existing Loomis Customer" type in your Loomis account number.

You will be asked to validate your country, province and city.

You will be prompted to create a Web Profile. There are five sections that you will be asked to fill out: Login Information, Ship From Address, WebShip Preference, Communication, and Confirmation.

For help on creating a Web Profile click here.

Loomis Express Laser is a dedicated system for qualifying customers with features like self invoicing, automatic addressing, email reporting, networking, consolidation and multiple account setup with user support and upgrades available online. System is complete with CPU, Thermal Printer, Monitor, Scale, and Report Printer.

You can lower your costs by eliminating costly paper trails that can come with shipping. Our EDI solutions provide faster and easier processing of your shipments while improving overall accuracy. Loomis Express can receive electronic manifests and payment advice downloads, and is capable of electronically transmitting status reports and freight invoices directly to you.

If you want to improve processes and stop going back and forth between systems - have your IT team incorporate our Application Programming Interface (API) functionality and see the boost in both productivity and sales. Our API tools can make processes faster for your team and give your online customers the info they need to make decisions and self serve before during and after checkout. Our Application Programming Interfaces (APIs) include;

Locator API

Helping customers find convenient drop-off locations

Pickup API

Providing the option for you and your customers to schedule their own pick-ups on line

Rating API

Allowing you and your customers to choose the service that best fits the budget and level of urgency

Shipping API

Bringing Loomis Express shipping functionality directly into your website or enterprise system

Time in Transit API

Enabling customers to get delivery timelines before placing their order

Tracking API

Enhancing the customer experience by allowing your customers to track packages on your website with the order number you created for their purchase

If you forget your password, please enter your username and click on the submit button. Your password will be sent to the email address on your user profile.

Billing & Payment

If you would like to speak to a Customer Service Representative, please call 1-855-2LOOMIS (1-855-256-6647). You can reach our National Office at:

Loomis Express,
201 Westcreek Blvd. Suite 200
Brampton, Ontario
Canada
L6T 5S6

Your payment options include:

  1. Cheque (include remittance)
  2. Bank Transfer
  3. EFT (Electronic Funds Transfer)
  4. Credit Card (VISA and MasterCard)

Whether you view it online, or as a paper copy, the Loomis Express invoice summarizes all your billing information in a concise, easy-to-read format, including:

  1. Account Information – a quick summary that includes the date of the invoice, your account and invoice number.
  2. Mailing Address – if any portion is incorrect, please notify us immediately.
  3. Message Board – this is where we’ll let you know of any new products or services, or important news.
  4. Account Summary – a quick review of all your account information.
  5. Remittance Portion – this clearly summarizes your account balance after payments and credits and the amount due. Please send this along with your payment.
  6. Detailed Billing – upon request, we can provide detailed shipping information within the current billing period, including cubing detail and additional fees.
  7. Terms of Payment – this includes payment due date and penalties associated with overdue accounts, as well as tax registration numbers.

If you have any questions or comments, please call the number listed on the remittance portion of your invoice.

The Loomis Express Billing Centre is a free, secure online platform where you can manage, view and print your invoices at your convenience. You have the ability to search for waybill images from the document lookup menu and download invoices in PDF, Excel or CSV file formats. Create reports and sort billing information by details like reference number, shipping date, tracking number and cost centre. If you share our concern for the environment and would like to reduce your carbon footprint, sign up to receive your invoice by email. All you have to do is register for a MyLoomis profile. Click here and sign up today.

You can sign up for WebShip without having a Loomis account number, but you will need a credit card. This option is great if you wish to pay on a per shipment basis. The first thing you will need to do is sign up for WebShip. Then you will also be required to create a Web Profile.

Signing Up

Signing up is a one to two minute procedure. You will only need to do it once.

From the home page click on Register.

If you were given a Promo Code, enter it in the "Promo Code" text field.

Click on the "Register Now" button.

Next choose "I am a one time shipper. I will use my Credit Card as my payment method" in the New Loomis Customer section.

Click on the "Continue" button in the "New Loomis Customers" section.

You will be prompted to create a Web Profile. There are five sections that you will be asked to fill out: Login Information, Ship From Address, WebShip Preference, Communication, and Confirmation.

For help on creating a Web Profile click here.

Please call 1-855-2LOOMIS (1-855-256-6647) within 48 hours of the date of delivery to request an immediate inspection.

  1. In the event you need to submit a Claim, the following documentation is required:

    1. Letter of Intent to Claim outlining the circumstances and type of claim, in addition to the amount being claimed.
    2. A copy of your waybill, shipping manifest or invoice showing that Loomis Express picked up the package.
    3. A copy of the shippers supplier(s) invoice(s) covering the replacement cost of the missing items within the shipment in question.
    4. A copy of the inspection report (for damage claims only).
  2. The documentation above should be forwarded to your local Loomis Express office. Upon receipt of these documents, we will forward an acknowledgement and begin to process your claim. You must submit a Letter of Intent to Claim for damage within 60 days of the date of delivery.

In the event of concealed damage, you must contact Loomis Express no later than 48 hours after the date of delivery. Failure to do so may jeopardize the settlement of your claim.

In rare occurrences, labels come off packages or the label may get damaged making it illegible or the original package breaks open during transit causing the contents to become separated from the packaging and label with the delivery instructions. For these reasons, the first step in a claim for loss is to initiate a trace on any items that are missing or did not arrive on the expected date without a delay scan to see if we can locate the missing items. Please follow the steps below to initiate a trace;

  1. Please call 1-855-2LOOMIS (1-855-256-6647) and request a trace of any missing packages. You will need to give the following information to your Customer Service Representative: Description of the shipment, I.D. numbers, serial numbers, model numbers, dimensions, colour, value and number of packages items being traced
  2. You will be notified of the results of the trace within 10 business days. In the event we cannot locate the missing items and need to submit a Claim, the following documentation is required:

    1. Letter of Intent to Claim outlining the circumstances and type of claim, in addition to the amount being claimed.
    2. A copy of your waybill, shipping manifest or invoice showing that Loomis Express picked up the package.
    3. A copy of the shippers supplier(s) invoice(s) covering the replacement cost of the missing items within the shipment in question.
  3. The documentation above should be forwarded to your local Loomis Express office. Upon receipt of these documents, we will forward an acknowledgement and begin to process your claim.

Letter of Intent to Claim for loss and any supporting documentation within nine (9) months of the expected date of delivery.

Claims must be submitted at Point of Origin, meaning the shipper must claim if the shipping fees were paid by that company. Otherwise the Account charged for the shipment fees has the right to claim.

Damages must be reported to the local Loomis Express office within 48 hours of receiving the damaged Goods. The claim for Lost or Damaged Goods must be submitted within 30 days from the date the shipment was picked up by Loomis Express even in the case where a search for a lost parcel is in progress.

Payment will be considered in the amount of $100.00 CAD if the item was not insured at the time of shipping.

Contact Loomis Express International Claims: 1-866-223-8319.

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