Shipping & Returns Policy

1. Shipping Overview

LoadLoom connects shippers with verified freight carriers across the United States and Canada. We facilitate the transport of heavy equipment, vehicles, boats, palletized freight, household goods, and oversized cargo. This policy outlines our shipping procedures, delivery expectations, cancellation terms, and claims process.

2. Delivery Timelines

Estimated delivery timelines are provided at the time of booking and vary based on:

• Distance — Longer routes require more transit time
• Cargo Type — Oversized and permit-required loads may have extended timelines
• Pickup Timeframe — Standard (3–5 days), Expedited (1–2 days), or Guaranteed Date options
• Weather & Road Conditions — Severe weather, road closures, or seasonal factors may cause delays

Estimated transit times are provided in good faith based on historical data and carrier availability. LoadLoom does not guarantee exact delivery dates unless a Guaranteed Date service level is selected and confirmed.

3. Shipping Methods

LoadLoom offers multiple transport methods depending on your cargo type:

• Flatbed Transport — Open-deck trailers for equipment, machinery, and building materials
• Step-Deck / RGN — Lowered trailers for taller equipment and non-running machinery
• Enclosed Transport — Fully enclosed trailers for vehicles, motorcycles, and high-value cargo
• Open Auto Transport — Multi-car carriers for standard vehicle shipping
• LTL Freight — Less-than-truckload for palletized goods and smaller shipments
• FTL Freight — Full truckload for large-volume palletized freight
• White-Glove / Inside Delivery — Specialized handling for household goods and fragile items

4. Cancellation Policy

Before Carrier Dispatch

If you cancel your shipment before a carrier has been dispatched, you are eligible for a full refund of any prepaid amount. Cancellations can be made through your LoadLoom account dashboard or by contacting our support team.

After Carrier Dispatch

Once a carrier has been dispatched and assigned to your shipment, cancellation may be subject to a cancellation fee of up to 20% of the quoted price to cover carrier deadhead and scheduling costs. The exact fee depends on how far the carrier has traveled toward the pickup location.

After Pickup

Shipments that have been picked up cannot be cancelled. If you need to change the delivery address or return the cargo to the origin, additional transport charges will apply.

5. Refund Policy

Refunds are processed based on the following conditions:

• Full Refund — Cancellation before carrier dispatch; service failure attributable to LoadLoom or the carrier
• Partial Refund — Cancellation after carrier dispatch but before pickup (minus cancellation fee)
• No Refund — Cancellation after pickup; shipments completed as booked

Refunds are processed to the original payment method within 5–10 business days. Contact customercare@loadloom.com to initiate a refund request.

6. Damage Claims

All carriers in the LoadLoom network carry a minimum of $1,000,000 in cargo insurance. In the event of damage during transport:

1. Document the Damage — Take photos of the damage at the time of delivery. Note the damage on the Bill of Lading (BOL) before signing.
2. Report Within 48 Hours — Contact LoadLoom within 48 hours of delivery to file a damage claim. Include photos, the BOL, and a description of the damage.
3. Claim Review — Our claims team will review the documentation and coordinate with the carrier's insurance provider. Most claims are resolved within 30 business days.
4. Resolution — Approved claims are paid based on the declared value of the cargo or the carrier's insurance coverage limit, whichever is lower.

7. Delays & Force Majeure

LoadLoom and its carriers are not liable for delays caused by events beyond reasonable control, including but not limited to: severe weather, natural disasters, road closures, government actions, strikes, pandemics, or other force majeure events. We will communicate any known delays as promptly as possible and work to minimize impact on your shipment.

8. Contact Us

For questions about our Shipping & Returns Policy, please contact us:

• Email: customercare@loadloom.com
• Phone: +1 (855) 434-3477